Glossary

The vocabulary used across these docs and the API. Each term links to where it’s covered in depth.

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Agent

The single user-facing entity. An agent answers calls and chats; its persona, voice, knowledge, skills, guardrails, and playbooks all attach to it. You build, publish, and observe one agent at a time. See Agents.

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Skill

A tool the agent can call mid-conversation to do something — transfer a call, send an email, book an appointment, look up an order, check a service area. A skill has a type and a configuration. See Skills.

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Knowledge source

A URL, file, or block of text the agent answers from. Ingestion is asynchronous: a new source starts in a pending state and becomes answerable once its status reaches indexed. Poll the source until then. See Knowledge.

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Guardrail

A deterministic policy that constrains what the agent does — what it must not say, when to escalate, and identity checks (caller verification) that gate sensitive answers. Guardrails run as rules, not suggestions. See Guardrails.

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Playbook

An optional node graph for scripted, step-by-step flows (collect, branch, end) when you need the conversation to follow an exact procedure rather than free-form reasoning. See Playbooks.

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Draft / published

Editing an agent changes its draft. Phone and chat always serve the last published version. Publishing freezes a version of the compiled config; rollback repoints to an earlier one. This is why a change can work in the tester but not on a live call until you publish. See draft vs published.

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Scope

A permission string carried by a secret API key that gates which operations it can call (e.g. agents:write, knowledge:write, analytics:read). Request only the scopes you need. See Authentication.

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Publishable key

A browser-safe key (flowyte_pk_…) used by the embeddable chat widget. It is agent-pinned, origin-allowlisted, and limited to public chat (chat:public) — safe to ship in client-side code, and it can never read tenant data.

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Receipt

The ordered audit trail of a single conversation — every event the agent took (answers, skill calls, transfers), in sequence. Receipts back the transcript and let you see exactly what happened on a call. Retrieved via GET /conversations/{id}/receipt.

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Containment

An analytics measure: the share of conversations the agent fully handled without transferring to a human. Higher containment means more calls resolved by the agent. It appears in Observe alongside answer and transfer rates.