Action

A task your agent can perform during a conversation, such as sending an email, booking a meeting, or updating a record.

Agent

An AI-powered assistant configured to answer questions, take actions, and escalate conversations on behalf of your support team.

Auto-Recharge

A setting that automatically purchases additional credits when your balance runs low, keeping your agent online without manual intervention.

Auto-Sync

A feature that automatically keeps your connected sources up to date when content changes, without manual re-importing.

Channel

Any platform where your agent can be deployed, including chat widgets, email, Slack, Microsoft Teams, and helpdesks.

Conversation

A single end-to-end interaction between a customer and your agent, from the first message to resolution or handoff.

Copilot

A feature that drafts replies for human agents inside your helpdesk after a handoff, so agents can respond in one click.

Credit

The unit used to measure agent activity. Each AI response costs 1–2 credits depending on the model selected.

Deployment

The process of making your agent live on a channel such as a website widget, email inbox, or team chat tool.

Escalation

When a conversation is flagged as too complex or sensitive for the agent to handle and is routed to a human team member.

Handoff

The moment an agent transfers a conversation to a human agent, along with full context so nothing gets repeated.

Knowledge Base

A structured collection of articles and documentation that your agent reads and uses to answer customer questions.

MCP Server

A custom connection that allows your agent to interact with any tool or API not natively supported by Outlearn.

Self-Solve Rate

he percentage of conversations resolved by the agent without escalation. A key metric for measuring agent effectiveness.

Snippet

A short, manually written piece of content added directly to your agent as a knowledge source, without needing a full document or integration.

Source

Any content connected to your agent that it learns from, such as a knowledge base, document, website, or integration.

Trigger

A condition or phrase that causes your agent to take a specific action or initiate a handoff, such as a customer saying "speak to someone."

Widget

The chat interface embedded on your website that customers use to interact with your agent.