Reference
AI chatbot glossary
Plain-English definitions of the terms you will meet when building a business AI chatbot with Chatref.
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AI chatbot
Software that answers questions in plain language. A business AI chatbot answers from the company's own content. How Chatref works
Answer boundary
A limit on what a chatbot will answer. Chatref stays inside your connected content and declines questions outside it.
Channel
Where a chatbot is available, such as a website widget, WhatsApp, or SMS.
Custom action
A form inside a chat that sends data to another tool, like a CRM or email platform, while the conversation continues.
Custom instructions
Rules you set for tone, language, and what the chatbot should or should not do.
Deflection
When a chatbot fully resolves a question so it never becomes a support ticket. Higher deflection means lower support load. Customer stories
Grounded answer
A reply based only on your own content, not general knowledge or guesswork. Why grounded answers
Hallucination
A made-up answer that sounds right but is not based on real content. Grounded answering is how Chatref avoids it. Accurate AI chatbot
Human handoff
Passing a conversation to a person when the chatbot cannot resolve it, keeping the full history for context.
Knowledge base
The collection of content a chatbot answers from, such as your docs, FAQs, and website pages.
Lead capture
Collecting a visitor's details inside a chat so your team can follow up. Lead capture
Multilingual
The ability to understand and answer in many languages from the same content. Multilingual
No-code
Building and launching a chatbot without writing any code.
Omnichannel
Running the same chatbot across several channels at once, with one shared inbox. Omnichannel
Pay-as-you-go
Paying only for what you use, with no subscription. Chatref starts with $50 free credit. Pricing
Playground
A safe space to test your chatbot's answers before it goes live.
Source attribution
Showing where an answer came from, so your team can check and fix the source if needed.
Training source
A document, URL, or text you add so the chatbot can answer from it.
Widget
The chat box you add to your website with a single script tag. Website widget
Workspace
An isolated area for your content and chatbots. Data is not shared across workspaces. Workspaces
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