The parts
1
A workspace holds everything
A workspace is one business. Every agent, channel, contact and conversation belongs to one workspace. A person is a member of it with a role.
2
Agents do the work
Every member has a Chief of Staff, a private assistant. Members also make agents that answer customers. An agent is private to its owner until the owner shares it.
3
Channels connect agents to customers
A channel is a place where customers write, for example a website chat, a mailbox or a phone number. One agent answers on each channel. A channel is private to the person who connected it until they share it.
4
Knowledge gives agents facts
Knowledge is the websites, files and facts of the business. Agents search it before they answer.
5
Approvals keep a person in charge
A tool call that changes data, sends a message or spends money can wait for a person to say yes. See approvals.
6
Credits pay for the work
Work uses credits from the workspace wallet.
A conversation, start to end
- A customer writes on a channel.
- ImpelLabs finds or makes the contact and opens a conversation. A conversation is one customer on one channel. Its status is
open,waitingorclosed. - The agent bound to the channel answers. A person can take the conversation over and hand it back.
- The agent searches knowledge and calls tools. Tool calls follow your approval rules.
- Your systems learn about each step through webhooks and read the details through the API.
Ways in
A token acts as the member who made it. It has the same access as that member and no more. See access and keys.