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Conversation

A single conversation with a customer, on any channel. A session starts when the first message arrives and ends when the session is resolved or closed. Every message, handoff event, and action call is attached to a session.
A session’s human-readable ID (e.g. #4521). When a session hands off to a helpdesk like Zendesk or Hubspot, the ticket number carries over so your team can reference the same conversation everywhere.
The customer on the other side of a session. Identified by email, phone number, or a custom ID. Contacts persist across sessions — one contact can have many sessions over time.
Where a message came from: web (chat widget), phone, email, whatsapp, sms, slack, api. Every session has one channel.

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AI behavior

Per-channel switch that controls whether the AI replies automatically. Off = every message routes to your team’s inbox. On = AI handles what it can, hands off the rest. You can also gate autopilot by topic (reply to billing, skip login).
The event where the AI stops responding and a human agent takes over. Triggered by low confidence, prohibited topics, frustrated language, or an explicit customer request. Every handoff records a reason and the full conversation history.
A specific instruction you write by hand — either a behavioral rule (always active, controls tone/style) or a scenario-specific answer (triggered when a matching question comes in). See Training the AI.
A real API call the AI can make during a conversation — look up an order, cancel a subscription, create a ticket. Defined with an OpenAPI-style spec. See AI Actions.

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Content and analytics

A self-service portal you author inside OpenCX. Articles are grouped into topics; translations are built in. The AI reads from your help center as one of its knowledge sources.
A connected external system the AI reads from — Zendesk articles, Notion, Google Drive, Confluence, Dropbox, or a crawled website. Lives alongside your help center.
An automatically extracted theme from recent sessions — a recurring complaint, a feature request, a broken flow. Used to prioritize content updates and product fixes.
Customer satisfaction score. Collected after a session resolves; feeds into analytics and per-agent reporting.

How OpenCX Works

See how the concepts fit together in a single flow.

Quickstart

Put the concepts into practice — live agent in 10 minutes.

AI Safety

The boundaries: inspect mode, PII redaction, prohibited topics.

Agent Knowledge

Deep dive on what the AI reads from and how to train it.