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
Impersonate — An agency feature that allows the agency owner to log in as a client company owner to manage their account directly.
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.
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.
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
Visitor — A person browsing your website where the Knock Knock App widget is installed.
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.