CXP concepts
These concepts appear throughout the CXP workspace and documentation.Conversation
A conversation is the central customer work item. It contains the customer issue, lifecycle status, assignment, priority, category, timeline, channel activity, AI analysis, and related customer context. A conversation can span multiple channels. For example, a customer might begin in chat, continue by email, and later call about the same issue.Interaction
An interaction is one channel-specific session or thread inside a conversation. Examples include:- A live chat session
- An email thread
- A voice call
- A widget voice session
Contact
A contact is the person CXP identifies across channels. Contacts can have email addresses, phone numbers, tags, custom fields, an organization, and an AI-generated profile. Contact resolution lets CXP attach new channel activity to existing customer history when possible.Organization
An organization groups contacts under a company, account, or other customer entity. Conversations can also carry an organization so agents can scan account context while working.AI Assistant
An AI Assistant is an AI worker configured for a tenant or channel entry point. It can answer customers, use knowledge and skills, categorize conversations, collect information, and hand off when human help is needed. Administrators manage assistants from the AI Assistants workspace.Agent Assist
Agent Assist is an internal assistant for a human agent working a conversation. It sees conversation context and can suggest replies, notes, metadata changes, transfers, or escalation recommendations. Agent Assist output stays internal until an agent chooses to use it.Team
A team is a routing and ownership group. Teams contain users and can own conversations. General teams can receive category-routed work, and the built-in All Agents team provides tenant-wide fallback routing.Category
A category classifies what a conversation is about. Categories support reporting, scanning, and routing. CXP supports category catalogs with hierarchical categories. Top-level categories can be mapped to teams for routing.View
A view is a saved conversation list definition. Built-in views show common operational queues such as assigned or available work. Administrators can configure shared views, and users can have personal views when enabled.Conversation status
CXP uses these primary conversation statuses:| Status | Meaning |
|---|---|
| Open | Active work that can receive customer and agent activity. |
| Pending | Waiting on a customer, another party, or a configured reason. |
| Resolved | The issue appears solved but is not finalized. |
| Closed | The conversation is finalized. |