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.
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-Trigger — A rule that automatically starts a chat, call, or notification for visitors based on conditions like time on page or URL.
C
Channel — A communication method available in the widget, such as chat, video call, or audio call.
Chatbot Flow Builder — A visual drag-and-drop tool for creating custom conversation flows for your AI chatbot.
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.
H
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.
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. See Nox Assistant.
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.
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.
T
Team — The group of people (members) who have access to your company account in Knock Knock App.
V
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.
Visitor — A person browsing your website where the Knock Knock App widget is installed.
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
Widget — The Knock Knock App interface that appears on your website, providing chat, call, and other engagement features to visitors.
White Label — Agency customization that replaces Knock Knock App branding with the agency's own brand, including logos, colors, and custom domains.
Working Hours — The schedule that defines when your team is available to take calls and chats, affecting widget behavior during off-hours.