Core concepts
The handful of ideas — agents, packs, data sources, actions, channels, workspaces, visitors, and credits — that everything else builds on.
FluentChat has a small vocabulary. Learn these eight terms and the rest of the product falls into place.
Agent
An agent is a configured bot you build and own — a Sales assistant, a Support helper, a Booking concierge, anything. An agent has its own persona, instructions, tone, knowledge, actions, channels, and settings.
You can run many agents in one workspace, and each one is completely isolated. Knowledge and actions on Agent A are invisible to Agent B, even if they share the same store or the same plan.
Workspace (organization)
A workspace is your account — the billing and team boundary. It owns your agents, your team members, your connected stores, and your subscription. You can belong to more than one workspace and switch between them.
Pack
Capabilities are delivered as packs. Installing a pack on an agent gives it that capability. There are five kinds:
Prop
Type
Your agent's abilities are exactly the union of the packs you've installed and enabled — nothing more. Two packs, Core and Lead capture, are installed automatically on every new agent.
Data source
A data source is knowledge the agent answers from — a pasted FAQ, an uploaded PDF, crawled web pages, synced Notion pages, or your product catalog. The agent searches its data sources on every turn and grounds its answers in what it finds. See Data sources.
Action
An action is a tool the agent can call in the middle of a conversation: capturing a lead, booking a meeting, searching your catalog, creating a payment link, or firing your own webhook. See Actions.
FluentChat agents never move money or change accounts on their own. Sensitive operations like refunds and cancellations are always handed to a human rather than executed automatically. See the safety model.
Channel
A channel is a surface where end users talk to your agent — the embeddable website widget, WhatsApp, Messenger, Instagram, Telegram, or Slack. You install a channel pack, connect your account, and the agent starts replying there. See Channels.
Visitor
A visitor is an end user — the person chatting with your agent. Visitors are tracked by an anonymous ID, never a login. A back-and-forth between a visitor and an agent on one channel is a conversation, which you can watch and take over from the inbox.
Credits
Every AI reply consumes credits from your workspace's balance. One credit is 10,000 tokens, which is roughly one typical message (the prompt, the reply, and the behind-the-scenes routing). Your plan includes a monthly allotment, and you can buy more with top-ups. See Credits & usage.
How it fits together
You configure an agent
Instructions + data sources + actions + channels + settings.
A visitor sends a message
On any connected channel.
The agent answers
It searches your knowledge, calls actions when useful, and replies — spending credits as it goes.
You watch and improve
Read conversations in the inbox, capture leads, review analytics, and refine the agent.