Commonly Used Concepts

Capacity Term
What is it?
GroupA group is a collection of users. Access to Capacity’s features is granted by assigning groups to directories.
DirectoryA directory is used to organize and control access to content in Capacity, much like a file directory of folder.
InquiryA statement or question submitted to Capacity. For example: “24 month CD rates?” and “What are the current 24 month CD rates?” are inquiries.
ResponseThe answer or information returned to you from Capacity based on your inquiry.
Inquiry VariantVarious methods of wording the same statement or question; such as "CD rate?" and "What is the current CD rate?"

A user can query Capacity with any of an exchange's input, and Capacity will interpret them in the same way.
Response VariantVarious methods of responding to a statement or question; such as “The current 24-month CD rate is 2.5%.” and “2.5% is the 24-month CD rate”

Response variants are stored as an exchange’s outputs. When Capacity recognizes a user’s inquiry and maps it to an exchange, Capacity picks a Response from that exchange and responds to the user.
ExchangeA combination of an inquiry to Capacity and Capacity’s response. Check out the Exchanges article for more information.
InterfaceAn interface is any application that allows a user to communicate with Capacity. By default Capacity connects to some of the most popular chat applications such as Slack, Microsoft Teams, etc., as well as our own web-based Concierge interface.

Concierge (aka Web Concierge)The bot instance which appears on a web page and allows users to interact with the Capacity bot and your knowledge base
TokensUnique string, generally of alphanumeric characters, which is used for identification of yourself or your organization.
  • Example: API Key (Token) and x-capacity-id values are examples of token usage in our systems.
A team member responsible for operating the Capacity Console. Typically agents are responsible for the Helpdesk, Knowledge Base, and/or Live Chat.
Admin ConsoleThe central hub of a company. All the knowledge stored in Capacity, including that found in apps and cloud storage, shows up here.
NLPOur state-of-the-art Natural Language Processing understands and responds to your questions, just like a coworker or support agent using a proprietary blend of 40+ algorithms.
Knowledge BaseOne central place to organize all of your content.
Expiration DateExchanges containing time-sensitive information can be set to expire after the information is no longer relevant.
Guided ConversationsA conversation that consists of a series of questions that help qualify a user before giving a final answer.
HelpdeskA place to manage human centric work.
Live ChatHand off from the Capacity bot to a live person at just the right moment.
Developer PlatformThe Capacity Developer platform provides instant access to all your organization’s apps via API connections.
ArticlesPublish long-form content to your website.
Capacity DB

CapacityDB is a Capacity hosted database that is tightly integrated with the rest of the Capacity stack. Read more here.

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