> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Core Concepts

> The OpenCX vocabulary — session, ticket, contact, autopilot, handoff, action, training scenario, insight, channel — defined in one place.

These terms show up across every page in these docs and in your OpenCX dashboard. Bookmark this page.

## Conversation

<AccordionGroup>
  <Accordion title="Session" icon="comments">
    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.
  </Accordion>

  <Accordion title="Ticket" icon="ticket">
    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.
  </Accordion>

  <Accordion title="Contact" icon="address-card">
    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.
  </Accordion>

  <Accordion title="Channel" icon="satellite-dish">
    Where a message came from: `web` (chat widget), `phone`, `email`, `whatsapp`, `sms`, `slack`, `api`. Every session has one channel.
  </Accordion>
</AccordionGroup>

## AI behavior

<AccordionGroup>
  <Accordion title="Autopilot" icon="sliders">
    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).
  </Accordion>

  <Accordion title="Handoff" icon="user-group">
    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.
  </Accordion>

  <Accordion title="Training Scenario" icon="book-open">
    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 scenarios](/ai-instructions/training-scenarios).
  </Accordion>

  <Accordion title="Action" icon="bolt">
    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](/actions/introduction).
  </Accordion>

  <Accordion title="Workflow" icon="diagram-project">
    A multi-step automation triggered by an event (handoff, schedule, webhook). Workflows can call AI questions, send messages, update tickets, or run JavaScript. Configured per-org from the dashboard.
  </Accordion>
</AccordionGroup>

## Content and analytics

<AccordionGroup>
  <Accordion title="Help Center" icon="compass">
    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.
  </Accordion>

  <Accordion title="Knowledge Source" icon="database">
    A connected external system the AI reads from — Zendesk articles, Notion, Google Drive, Confluence, Dropbox, or a crawled website. Lives alongside your help center.
  </Accordion>

  <Accordion title="Insight" icon="lightbulb">
    An automatically extracted theme from recent sessions — a recurring complaint, a feature request, a broken flow. Used to prioritize content updates and product fixes.
  </Accordion>

  <Accordion title="CSAT" icon="star">
    Customer satisfaction score. Collected after a session resolves; feeds into analytics and per-agent reporting.
  </Accordion>

  <Accordion title="Insight category" icon="tag">
    A label applied to insights to group recurring themes (billing, login, feature request). The AI auto-suggests categories; you confirm or override.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="How OpenCX Works" icon="diagram-project" href="/how-opencx-works">
    See how the concepts fit together in a single flow.
  </Card>

  <Card title="Quickstart" icon="rocket" href="/quickstart">
    Put the concepts into practice — live agent in 10 minutes.
  </Card>

  <Card title="AI Safety" icon="shield" href="/safety/introduction">
    The boundaries: inspect mode, PII redaction, prohibited topics.
  </Card>

  <Card title="Agent Training" icon="book" href="/knowledge/introduction">
    Deep dive on what the AI reads from and how to train it.
  </Card>
</CardGroup>