Commonly Used Concepts
Capacity Term | What is it? |
| Group | A group is a collection of users. Access to Capacity’s features is granted by assigning groups to directories. |
| Directory | A directory is used to organize and control access to content in Capacity, much like a file directory of folder. |
| Inquiry | A statement or question submitted to Capacity. For example: “24 month CD rates?” and “What are the current 24 month CD rates?” are inquiries. |
| Response | The answer or information returned to you from Capacity based on your inquiry. |
| Inquiry Variant | Various 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 Variant | Various 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. |
| Exchange | A combination of an inquiry to Capacity and Capacity’s response. Check out the Exchanges article for more information. |
| Interface | An 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 |
| Tokens | Unique string, generally of alphanumeric characters, which is used for identification of yourself or your organization.
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| Agent | A team member responsible for operating the Capacity Console. Typically agents are responsible for the Helpdesk, Knowledge Base, and/or Live Chat. |
| Admin Console | The central hub of a company. All the knowledge stored in Capacity, including that found in apps and cloud storage, shows up here. |
| NLP | Our 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 Base | One central place to organize all of your content. |
| Expiration Date | Exchanges containing time-sensitive information can be set to expire after the information is no longer relevant. |
| Guided Conversations | A conversation that consists of a series of questions that help qualify a user before giving a final answer. |
| Helpdesk | A place to manage human centric work. |
| Live Chat | Hand off from the Capacity bot to a live person at just the right moment. |
| Developer Platform | The Capacity Developer platform provides instant access to all your organization’s apps via API connections. |
| Articles | Publish 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. |