Skip to content
AurionAI

Glossary

4 min readBy Emmanuel Yazbeck

This glossary explains the words that this manual uses for AurionAI. The terms are in alphabetical order.

Terms

  • Additional role: a role that an administrator gives to a person in addition to their base role. It adds permissions. Read Roles and what they can do.
  • Administrator: a person with the Owner or Admin role. Administrators set up the organization and manage users, settings and billing.
  • Agent: a person on your support team who answers conversations and tickets in the dashboard. Agent is also the name of a base role.
  • Base role: the one role that every user has. It decides what the user can do. Read Roles and what they can do.
  • Collection: a group of knowledge base articles. A collection can contain other collections. Your plan limits how many levels you can use. Read Plans and limits.
  • Contact: a person who asks your help desk for help, for example a customer. Contacts are listed on the Contacts page, with the Helpdesk and AI Voice + Helpdesk profiles.
  • Conversation: an exchange with a person who asks for help. A conversation can be a phone call with the voice agent, or a set of messages by email, chat or WhatsApp in the inbox.
  • Escalation: the moment when the voice agent passes a call or a request to a person, for example when it cannot answer.
  • Help Center: the public website that shows your knowledge base articles to your customers or employees. They can search it without help from your team. Read Get help to see how to search a Help Center.
  • Knowledge base: the set of articles that answer common questions. With the Helpdesk and AI Voice + Helpdesk profiles, your organization writes them in AurionAI, and the voice agent, the AI features and the Help Center use them. With the AI Voice profile, the voice agent uses the knowledge base of your own ticketing tool.
  • Onboarding: the first setup of a new organization, with the onboarding wizard. Read Set up your organization.
  • Organization: your company's own space in AurionAI, with its users, settings, data and plan. Some screens call it a tenant.
  • Plan: your subscription. It decides how much you can use and which advanced features you get. Read Plans and limits.
  • Product profile: the products that your organization uses: AI Voice, Helpdesk or AI Voice + Helpdesk. Read Product profiles.
  • Requester: a person in your IT service management tool who can call the voice agent for help, for example an employee. Administrators see them on the Requesters page in Configuration, with the AI Voice and AI Voice + Helpdesk profiles.
  • SLA: service level agreement. A target time to answer or to solve a ticket.
  • Tenant: see Organization.
  • Ticket: a record of a request for help. Depending on your setup, tickets are kept in the AurionAI help desk or in your own IT service management or customer service tool.
  • Two-factor authentication: a second check when you sign in. You type a code from an app on your phone. Read Sign in.
  • Voice agent: the AI that answers phone calls and voice widget calls, talks with the caller and creates or updates tickets. Read What is AurionAI.
  • Widget: a small window on your website. Visitors use it to chat with or call your support.
  • Workflow: an automation that runs steps for you, for example when a new ticket arrives. Administrators manage workflows on the Workflows page in Configuration, with the Helpdesk and AI Voice + Helpdesk profiles.

Still stuck? Submit a request or .