Glossary

The words you meet in the dashboard and in this help center, grouped by topic. Where a word is also a label on screen, it is shown the way the dashboard writes it.

Your business and your team#

Business#

Your workspace in Konvuno. A business has its own knowledge, catalog, widget, conversations, leads, team and subscription, and shares nothing with any other business. One sign-in can run several. See Several businesses.

Owner#

Owner — the person who created the business, or whom another owner made an owner. Owners can do everything, including what members cannot: publish or take the widget offline, manage the subscription, invite and remove people, connect an online store, and rename, export or delete the business. A business always keeps at least one owner.

Member#

Member — a teammate an owner invited. Members do the everyday work: FAQs, the catalog, widget settings, conversations and leads. See Owners and members.

Invitation#

An email an owner sends from Settings → Members & access to bring someone into the business. The person opens the link and signs in with the address it was sent to. An invitation can be used once and expires after a while; the owner can send a new one. See Invite a teammate.

The widget#

Widget#

The chat on your website: the launcher, and the chat panel it opens. Each business has one. See The chat widget.

Launcher#

The round button in a corner of your website that opens the chat. It shows your logo, and can have a short line of text next to it, such as "Questions? Ask us".

Snippet#

The few lines of code you paste into your website once so the widget loads there. It carries your Public widget ID, which starts with wdg_ and is safe to share. See Install the widget.

Allowed domains#

Allowed domains — the websites your widget may appear on. Everywhere else it stays invisible, even if someone copies your snippet. With an empty list it appears nowhere.

Draft and published#

The widget has two versions. Published is what your visitors see. The draft is what you are editing on the Widget screen; nobody else sees it until you publish, and a saved draft lives only in the browser you saved it in. See Save, publish and take offline.

"Draft" also appears next to FAQs, where it means something else — see FAQ.

Suggested starters#

Suggested starters — ready-made questions shown under the welcome message. A visitor taps one instead of typing.

Test mode and preview conversations#

Test, above the widget preview, lets you chat with your own assistant before anyone else can. Those chats appear under Conversations with a Preview badge, never count toward your allowance and are left out of your statistics. See Test: chat with your assistant.

Knowledge and catalog#

Knowledge#

What the assistant answers from: your FAQs and your business context, on the Knowledge screen, together with your catalog. The more complete it is, the fewer questions go unanswered. See Knowledge.

FAQ#

A question with your answer to it — the building block of your knowledge. An FAQ is Active, Draft or Disabled. The assistant only answers from Active FAQs: a draft is waiting for your approval, and a disabled one is switched off without being deleted. See FAQ statuses.

Business context#

Business context — a short description of your business in your own words: what you do, your services, prices, policies. The assistant uses it for questions your FAQs do not cover. A website scan drafts one for you to review, and you can edit it at any time. See Business context.

Website scan#

Konvuno reads the public pages of your website and drafts FAQs, contact details and a business context from them. Nothing it drafts goes live until you approve it. Without a subscription, a business can run a limited number of scans.

Missing answers#

Missing answers — questions visitors asked recently that none of your FAQs matched confidently. Each one is a hint for the next FAQ to write. See Missing answers.

Catalog#

The products and services the assistant can recommend, each with a link to its page on your website. You add them by hand, from a file, or by connecting your online store. Items that come from a connected store are kept up to date from the store and cannot be edited in Konvuno. See Your catalog.

Variant#

One version of a product — a size, a colour — with its own price and stock. The variants of a product belong together: the assistant shows them as one product, not as a list of near-copies. See Sizes, colours and other options.

Catalog item#

One thing a visitor can buy, and the unit your plan's catalog limit counts. A product or service without variants is one catalog item; a product with variants counts once per variant. A T-shirt in three sizes and two colours is six catalog items. See Items and your plan.

Conversations and leads#

Conversation#

Everything one visitor and your assistant say to each other in one visit, from the first message to the last. When the same visitor writes again after more than half an hour of silence, a new conversation begins. See The conversation inbox.

Answered and unanswered#

A conversation is Answered when the assistant gave at least one real answer about your business — from your FAQs, your business context or your catalog. Unanswered covers the rest: greetings with no question, questions the assistant could not answer, questions it turned down as off topic, and visitors who only asked for a person or left their details. Whether a conversation was answered and whether it counts toward your plan are two different things — see Valid conversation.

Valid conversation#

A conversation that counts toward your plan — sometimes called billable. It becomes valid the moment the assistant gives its first real answer about your business, the visitor asks for a person, or the visitor leaves their contact details. Follow-up questions in the same conversation do not count again. Greetings, small talk, off-topic questions, suspicious traffic and your own test chats never count. See What counts as a conversation.

Hand-off#

When a visitor asks for a person, or needs something only you can give — a quote, a booking, a price the assistant does not have — the assistant offers your direct contacts and the contact form (Human handoff on the Widget screen). The conversation is marked Handed off, and the visitor can keep chatting. You get an email only if they leave their details. See How visitors reach you and The hand-off.

Lead#

The contact details a visitor leaves in the widget's contact form, with their message. Leads land under Leads, Konvuno emails you about new ones, and you track each one as New, Contacted, Qualified, Won or Lost. See Leads.

Won#

Won, on Overview, counts the leads from the chosen period that you have since marked Won. A lead marked Lost is not counted. See When a lead counts as won.

Suspicious conversation#

A conversation that looks automated or like junk. It is marked Suspicious · excluded and never counts toward your allowance. See What the labels mean.

Plans and billing#

Plan and subscription#

Your plan decides how many conversations a business gets each month and how many catalog items it can have. The subscription is what pays for it, per business, and the owner manages it under Settings → Billing & usage. A business without one shows Exploring in the sidebar: you can set everything up and test it, but not publish. See pricing and Billing and usage.

Allowance#

The number of valid conversations your plan includes per billing cycle. The usage box at the bottom of the sidebar shows how much is used. Unused conversations do not carry over. When the allowance runs out, the widget stays on your website but pauses its answers — visitors see Our assistant isn't available right now. Leave your question and we'll get back to you. — until the next cycle starts or you move to a bigger plan. See When you reach your limit.

Billing cycle#

The monthly period your subscription runs in. Your allowance starts again from zero at the beginning of each one; Settings → Billing & usage shows when the current cycle ends. See Your plan and usage.