Glossary

A quick reference of the key terms used across the indigo.ai platform and this guide.

AI & Generative AI

Term	Definition
AI (Artificial Intelligence)	The broad field of software that performs tasks typically requiring human intelligence — understanding language, recognizing patterns, making decisions.
Generative AI	AI that produces new content (text, images, audio) based on the input it receives. Large Language Models are the most common example.
LLM (Large Language Model)	An AI model trained on large amounts of text, capable of understanding and generating natural language. indigo.ai supports multiple LLMs — see Large Language Models (LLMs) Available on Our Platform.
Conversational AI	AI systems designed to hold natural, multi-turn conversations with users across chat, voice, and messaging channels.
Hallucination	When a generative model produces output that is fluent but factually incorrect. Mitigated through RAG, guardrails, and a well-curated Knowledge Base.
RAG (Retrieval Augmented Generation)	A technique that grounds LLM responses in retrieved documents from your Knowledge Base, reducing hallucinations. See Retrieval Augmented Generation (RAG).
Prompt	The instruction given to a generative AI model to produce a specific output.

Platform Concepts

Term	Definition
Workspace	The top-level container in indigo.ai where you build, manage, and deploy your AI agents. Each client has one or more isolated Workspaces.
AI Agent	A configured conversational assistant that can handle user interactions through one or more channels. An agent is defined by its instructions, workflows, knowledge base, and integrations.
Workflow	A configurable conversational flow made of connected blocks that define how an agent responds, captures data, and takes actions.
Block	The building unit of a workflow. Blocks are grouped into Message, Action, Logic, and Utility categories (e.g. Text, API, Condition, Prompt).
Trigger	An event that starts a workflow — either conversational (user input) or non-conversational (e.g. an API call).
Knowledge Base (KB)	The body of documents, URLs, and structured content your agent can reference when answering questions. See Create Your Knowledge Base.
Handover	The action of transferring a conversation from the AI agent to a human operator.
Fallback	The response the agent produces when it cannot confidently answer a user request.
Variable	A named value used to store and reuse data within and across workflows. Can be user-captured, system-provided, or defined at the workspace level.
Channel	The medium through which users interact with an agent — Web Chat, WhatsApp, Voice, and others. See Communication Channels.
Integration	A connection between indigo.ai and an external system (CRM, ticketing, knowledge source) used to exchange data or trigger actions.
Guardrail	A rule or check applied to agent behavior to enforce safety, policy, or content constraints.
Evaluator	A tool that scores agent performance against defined criteria, used for quality monitoring and continuous improvement.

Operations

Term	Definition
Conversation Log	The recorded history of a conversation between a user and an agent, used for auditing, debugging, and analytics.
Issue Tracker	The workspace tool for flagging conversations that need review or improvement.
Audit Log	A tamper-resistant record of user and system actions within the workspace, available for compliance and security reviews.
Sync / Publish	Mechanisms used to promote content between enterprise environments (DEV → TEST → UAT → STAGING → PRODUCTION) and go live. See Enterprise Architecture.