Core Concepts
Knowing the common terms in HaveAI helps you use the platform more effectively. This page briefly explains the most important ones.
AI Assistant
The AI that chats with your customers. It runs on Google Gemini and answers based only on the information you provide. You shape its tone, language and behavior with AI Behavior and Brand Information.
Knowledge Base
Where everything your assistant "knows" is collected. FAQs, product/service info, uploaded documents and crawled web content are stored here. The richer and more up-to-date your knowledge base, the more accurate the answers.
RAG (Retrieval-Augmented Generation)
HaveAI's answering method. When a question arrives, the assistant first performs a semantic search across your knowledge base (matching meaning, not just keywords), feeds the most relevant content to the AI as context, and grounds its answer in that content.
Why it matters
Embedding (Vector)
The foundation of semantic search. Each piece of content is converted into a numeric vector representing its meaning. When a question arrives, the question's vector is matched against the closest content vectors. You don't do this manually β it happens automatically when you add content.
Session
A single uninterrupted conversation with a customer. Each session has a customer, a channel (widget, Telegram, etc.) and a message history. You can monitor sessions from the Messages screen.
Customer
A person who contacts your assistant. Information such as their name, email or phone (if available) is saved and associated with their past sessions. Managed from the Customer records are reached through conversations on the Messages screen; details: Customers.
Handoff
When the assistant transfers a conversation to a real agent. It kicks in when the AI is unsure or the customer requests it. Details: Handoff.
Channel
Where the assistant meets customers: the web widget, Telegram, WhatsApp, Instagram DM or Slack. The same assistant works across all channels with the same knowledge base.
Knowledge Gap
Questions the assistant couldn't answer well due to insufficient knowledge. HaveAI detects these automatically so you can see and fill the gaps in your knowledge base. See Knowledge Gaps.
API Key & Scope
The credential used to connect HaveAI to your own software. Each key has scopes that determine what operations it can perform. See API Authentication.
Webhook
A mechanism that automatically sends a notification to an address you define when an event occurs in your account (e.g. a new message). See Webhooks.
Next Steps
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