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