> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cxp.crescendo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# CXP concepts

> Learn the core objects and terms used throughout CXP.

# 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

The conversation is the issue-level record. Interactions are the channel events that happen within it.

## 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.                                |

Only non-closed conversations remain active operational work.