> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatref.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Key Concepts
> A plain-English glossary of the words you'll see across Chatref.
Chatref uses a few terms over and over. This page explains each one in a
sentence or two, so the rest of the docs make sense on the first read.
## The basics
An **agent** is your bot – one AI chat assistant for one website or use-case.
A coffee store might run a "Support" agent; an agency might run a separate agent
for each client.
### Workspace
Your account. A workspace can hold many agents, so you keep all your bots in one
place – for example, a "Support Bot" and a "Sales Bot" side by side.
### Knowledge Base / Sources
The content your bot learns from. You add **Sources** – your website, files, or
text – under the Knowledge Base tab, and your bot answers from them.
**Training** is the step where your bot reads a source and learns it. You add a
source, Chatref processes it in the background, and the source shows as
**Trained** when it's ready to use in answers.
## On your visitor's screen
### Widget
The chat bubble visitors see on your site. They click it to open the chat and
talk to your bot. You style it under **Settings** and add it with one line of
code.
### Visitor vs Owner
A **visitor** is a person on your website who chats with your bot. The **owner**
is you – the person with the Chatref account who builds and manages the bot.
### Conversation
One chat thread between a visitor and your bot, from the first message to the
last. Every conversation is saved so you can read it later.
## Reading and steering chats
### Inbox
Where you read every visitor conversation. Pick a chat on the left to see the
full transcript on the right.
**Human handoff** lets you step in as a real person. It's **owner-initiated** –
your bot never hands off on its own. When you send the first human reply, the
bot pauses for that chat; click **Return to AI** to let it resume. Turn it on
per agent with **Allow human handoff**.
### Tags & Engagement
**Tags** are labels on a conversation, added by you or automatically. Each chat
also gets an **engagement** type:
| Engagement | What it means |
| ---------- | -------------------------------------------------------------------------- |
| QUESTION | The visitor asked a real question or had a problem. |
| NAVIGATION | The visitor tapped a menu, suggestion, or topic – routing, not a question. |
| NONE | A greeting, thanks, test, or gibberish. |
Only QUESTION chats count toward your answered vs couldn't-answer rate, so
casual browsing never skews your numbers.
### Insights
Your analytics dashboard. It shows what your bot did over the last 7 or 30 days
– how many chats it had, what it answered, what it couldn't, and what to improve
next.
## Behind the answers
### Model
The AI brain that writes your bot's replies. You pick one per agent from four
tiers, and pricier tiers cost a little more per message.
| Tier | When to use it |
| -------- | ------------------------------------------------ |
| Budget | Simple, high-volume support at the lowest cost. |
| Standard | A balanced default for most bots. |
| Premium | Trickier questions that need stronger reasoning. |
| Flagship | The most demanding, high-stakes conversations. |
The default model is **GPT-5.4 Mini**. Models come from OpenAI, Anthropic,
Google, xAI, Meta, DeepSeek, and Moonshot.
### Balance
The money your account holds, shown in US dollars. Chatref is **pay as you go**:
your balance is drawn down a little each time your bot works – answering chats,
training, tagging, and Insights. You **top up** when it runs low. New accounts
start with **\$50 of free trial credit**.
## Next steps
Put these pieces together and get a live bot in minutes.
Create your first bot and explore its dashboard tabs.