Glossary
A quick reference for terms used throughout Knock Knock App and this documentation.
A
Add-On — An additional feature or capacity upgrade you can purchase on top of your subscription plan, such as extra AI credits or team seats.
Agency — An organization that manages multiple client companies through the Agency Portal, often using white-label branding.
Agency Owner — The person who created and manages the agency account, with full access to all agency features.
Agency Staff — A team member added to an agency account with permissions controlled by the agency owner.
AI Chat Agent — An AI-powered chatbot that automatically responds to visitor messages using your Knowledge Base content.
AI Credits — The currency used to power AI features. Consumed by AI chat messages, voice calls, and content processing.
Agent K — The AI prospecting agent (beta). Finds people worth contacting — identified site visitors, net-new prospects with a "why-now" signal, and dormant CRM contacts showing life again — and delivers them into your LeadConnector, where your own workflows send the outreach. See Agent K.
AI Voice Agent — An AI-powered voice assistant that can answer calls from visitors, have conversations, capture information, and book meetings.
Auto-Connect — An AI feature that automatically initiates engagement with visitors based on configurable rules and triggers.
Auto-Engage — Nox sending a proactive greeting into a watched visitor's session when they return to your site, instead of waiting for you to reach out. Configured under Visitor alerts in Assistant settings.
Auto-Trigger — A rule that automatically starts a chat, call, or notification for visitors based on conditions like time on page or URL.
C
Call Takeover — Stepping into a live AI voice call to continue it yourself; the AI is disconnected and your microphone is connected to the visitor. See Calls.
Channel — A communication method available in the widget, such as chat, video call, or audio call.
Cost Centre — In the Simpro integration, the Simpro accounting bucket a job is created under. You map job classifications to cost centres so the AI voice agent files each job in the right place.
Chatbot Flow Builder — A visual drag-and-drop tool for creating custom conversation flows for your AI chatbot.
Branch — A named grouping (for example a location or division) that Teams can be assigned to.
Company — An organization account in Knock Knock App that owns a website and uses the platform to engage visitors.
Contact Capture — The process of collecting visitor information (name, email, phone) through forms in the widget.
D
Daily Brief — Nox's prioritized summary of what matters right now — hot leads, notable sessions, meetings, drop-offs, and follow-ups. Can be read in the Nox panel, played back hands-free with voice, or delivered by email. You choose its sections in Assistant settings. See Nox Assistant.
F
Funnel (Nox Funnel) — A behaviour-based lead funnel (beta) where Nox tracks every contact through cold → intermediate → warm → booked (plus a manual, terminal Won stage) based on real engagement signals, flags "very warm" contacts to act on today, and can update your LeadConnector to match. See Nox Funnel.
H
Headless SDK — A JavaScript SDK that runs the widget with no visible UI, so developers can build a fully custom chat or voice interface while Knock Knock handles the AI and sessions. See Headless SDK.
Hot Lead — A visitor who has shown strong engagement signals, such as spending significant time on your site or interacting with multiple pages.
I
Identity Graph — The visitor identity system that links sessions, chats, calls, form submissions, bookings, and CRM data into a single per-visitor profile so AI agents can have informed, personalised conversations across visits. See Identity Graph.
Identity Verification — The process by which a session that claims a visitor's identity (by typing their email or phone) gets promoted to verified, at which point the AI gains access to that visitor's cross-session history.
Identity Audit Log — Per-Person-Profile log of every claim and verification event, useful for support and debugging. Visible on the Person Profile detail screen under the Identity Audit tab.
Impersonate — An agency feature that allows the agency owner to log in as a client company owner to manage their account directly.
Invoice Chasing — A Simpro feature where outbound AI calls chase customers with overdue invoices, within your configured call window, and log the outcome back on the invoice.
Inbound Caller-ID Verification — Optional direct verification trigger that treats a known caller phone number as proof of identity on inbound voice calls.
K
Knowledge Base — The collection of business information (URLs, text, PDFs, sitemaps, FAQs) that AI agents use to answer visitor questions.
L
Lead — A visitor who has provided contact information or shown significant interest through their interactions.
Lead Scoring — A system that assigns points to visitors based on their actions to help prioritize the most engaged prospects.
Live Session — A real-time view of a visitor currently browsing your website, showing their page, location, and activity.
M
Member — A team member added to a company account with specific permissions.
N
Nox — The in-app AI assistant for company owners and admins. Answers natural-language questions about your visitors, hot leads, bookings, conversations, and CRM by chat or voice; can also brief you each day and draft follow-ups for your approval. Agencies can rename it via white-label branding. See Nox Assistant.
Nox Live — The full-screen, voice-first Nox surface that opens from the Nox bubble (or Cmd/Ctrl+K): a central orb you talk to, plus a live canvas of cards built from what Nox finds. See Nox Assistant.
Nox Memory — Context Nox keeps across your conversations (preferences, priorities, how you refer to things) so you don't have to re-explain yourself. Reviewable and removable in Assistant settings.
O
Offline Mode — The widget state when no team members are available. Can display a message, collect visitor information, or let the AI handle conversations.
Onboarding — The initial setup process that guides new users through configuring their account, widget, and preferences.
P
Page Rule — A configuration that controls widget behavior on specific pages of your website based on URL patterns.
Package — A custom plan created by an agency for their client companies, defining which features and limits the client receives.
Playground — A no-login demo sandbox agencies use to show prospects the product: configure a demo widget and AI, share a public test link, and convert it into a real account. See Playground.
Person — Global Identity Graph record for a single human visitor — name, email, phone, and the matching keys we hash for lookups. One Person can show up across multiple tenants but each tenant only sees its own slice.
Person Profile — Per-tenant slice of a Person's data — captured forms, extracted facts, bookings, CRM enrichment, and the verified-signals used by the verifier. One profile per (Person, Company) pair.
R
Recorded Session — A playback of a past visitor session showing their page interactions, navigation, and events.
S
Session — A single visit to your website by a visitor, tracked from arrival until they leave.
Session Recording — The feature that captures visitor interactions on your website for later playback and analysis.
Simpro — An integration for trade and field-service businesses that run jobs and invoicing in Simpro. Lets the AI voice agent create jobs during calls, chase overdue invoices, and turn Tapi work-order emails into jobs. See Simpro.
Standing Rule — A durable instruction you tell Nox to remember ("always recommend the premium tier first") that it applies on every conversation, not just a fact it recalls when asked. See Nox Memory.
Suspected Identity — An unconfirmed guess that a visitor is someone the Identity Graph has seen before, matched by IP and/or device. Shown as an amber Suspected badge on Live Sessions; because it isn't confirmed, you shouldn't greet the visitor by that name.
T
Tapi — A property-management work-order system with no API. The Simpro integration reads Tapi work-order emails from a mailbox and turns them into Simpro jobs.
Team — A named group of members inside your company account. Chats can be transferred to a whole team — the first member to accept takes the chat. See Teams & Branches.
V
Very Warm — In the Nox Funnel, an act-now flag on a contact whose recent behaviour (activity burst, repeated email opens, shared contact details) says they're ready to be contacted today.
Verification Policy — Per-tenant Identity Graph setting (Permissive, Moderate, Strict, Regulated) that controls how aggressively a session is promoted to verified. See Identity Verification.
Verified Signal — A piece of evidence (FingerprintJS hash, soft browser signature, IP / subnet, or session id) we record on a Person Profile each time it's verified, so future sessions claiming the same Person can be auto-verified by matching against it.
Verified Badge — An indicator shown on a session whose visitor identity has been verified (not merely claimed), signalling the AI has access to that visitor's full cross-session history. Availability is an account-level option. See Identity Verification.
Visitor — A person browsing your website where the Knock Knock App widget is installed.
Visitor Watch — Asking Nox to keep an eye on a specific visitor and alert you (and optionally auto-engage them) when they return to your site. See Watching a Visitor.
Voice Inbound — AI credit category for incoming phone calls answered by the AI voice agent. See AI Credits.
Voice Outbound — AI credit category for outgoing calls placed by the AI voice agent (proactive callbacks, follow-ups). See AI Credits.
Voice Web — AI credit category for browser-based voice calls — when a visitor uses the AI Voice widget on your website rather than a phone number. See AI Credits.
W
Wallet — Your balance of purchased AI credits (bought as add-on credit packs). It carries over across billing cycles, backs up AI usage when plan credits run out, and is the only balance that pays for telephony: phone-number rental and call charges. Shown as a balance pill in the sidebar. See Wallet.
Widget — The Knock Knock App interface that appears on your website, providing chat, call, and other engagement features to visitors.
WhatsApp Agent — An AI agent that answers your customers' incoming WhatsApp messages automatically, connected through a WhatsApp Business number. Conversations appear in the same Chats inbox as web chats. See WhatsApp Agent.
White Label — Agency customization that replaces Knock Knock App branding with the agency's own brand, including logos, colors, custom domains, and the assistant name.
Working Hours — The schedule that defines when your team is available to take calls and chats, affecting widget behavior during off-hours.