Glossary

A quick reference for the terms you'll see across TrustYou Agent. If a word in the backoffice isn't clear, look it up here. Each entry links to the article where you can learn more.

Agent

Your AI-powered assistant. An Agent answers guest questions using the knowledge you give it, within the tone and rules you set. You can run several Agents for different purposes, each with its own name, knowledge, and channels. See What Is TrustYou Agent.

Agent Type

The role an Agent plays, chosen when you create it. A Guest Agent helps your guests during their stay with answers from your knowledge. A Booking Agent guides guests toward a booking. See Creating a New Agent.

Channel

How guests reach your Agent: the web chat widget on your website or WhatsApp. You choose which Channels each Agent uses.

Conversation

A single chat between a guest and your Agent. Your Agent uses the same shared knowledge in every Conversation.

Feature

A capability you turn on or off for an Agent, like Human Handover, Quick Actions, or Guest Context. Features add abilities; they don't add knowledge. See How the Agent Works.

Handover

When the Agent reaches its limits, it can hand the Conversation to a human on your team, by email or your ticketing system, instead of guessing.

Insights

The analytics area of the backoffice, where you see how your Agents are performing and what guests are asking.

Instructions

Custom guidance you write for an Agent to shape how it behaves, on top of its built-in behavior. Instructions change how the Agent uses its knowledge, not what it knows.

Knowledge Base

Everything your Agent knows, made up of the Resources inside the Places assigned to it. See Understanding Your Agent's Knowledge: Places and Resources.

Organization

Your account in TrustYou Agent. It holds your Agents, Places, users, and branding. Settings like your brand and consent notices apply across the whole Organization.

Place

A container for knowledge. A Place usually represents a property (a Hotel, Attraction, or Food & Beverage venue), but it can also just group related knowledge. You assign Places to Agents. See Creating and Managing Places.

Preview

A built-in chat where you test an Agent yourself before guests use it. See Testing Your Agent with Preview.

Resource

One piece of knowledge inside a Place. Types include Website, Document, Markdown, and Reviews. See Adding a Website Resource and Adding Document and Markdown Resources.

What's Next

• What Is TrustYou Agent -- the big picture of what the product does
• How the Agent Works -- the mental model behind knowledge, features, and conversations
• Creating Your First Agent -- put these concepts into practice
• Navigating the Backoffice -- find where each of these things lives in the UI