Key concepts

Before you start configuring Konversio, it helps to understand the mental model. These are the core building blocks you will encounter throughout the interface.

Inbox

An inbox is a channel through which conversations arrive. Each inbox maps to one communication channel: a live chat widget, an email address, a WhatsApp number, a Telegram bot, or an API endpoint. You can have multiple inboxes — for example, one for sales chat, one for support email.

Inboxes are configured separately, and agents are assigned to specific inboxes. A conversation always belongs to exactly one inbox.

Conversation

A conversation is a thread of messages between your team and a contact. Every inbound message that cannot be matched to an existing open conversation creates a new one. Conversations have a status: open, resolved, or pending. They can be assigned to an agent, a team, or left unassigned.

Contact

A contact is a person who has reached out through one or more channels. Contacts are deduplicated where possible — if the same person emails and also uses live chat, you can merge those records. Contact history shows all past conversations.

Agent

An agent is a user who handles conversations. Agents log in to the interface, pick up conversations from the inbox queue, and reply to contacts. Each agent has a role: Agent or Administrator.

Administrator

Administrators can do everything agents can, plus configure the platform — create inboxes, manage agents, set up automation rules, configure integrations, and access reports.

Team

A team is a group of agents. Teams are useful for routing: you can assign conversations to a team rather than a specific agent, and anyone on that team can pick it up. Typical teams: Support, Sales, Billing.

Label

Labels are tags you apply to conversations. They are free-form and colour-coded. You can use them for routing logic in automation rules, for filtering views, and for reporting. Examples: urgent, bug, refund-request.

Canned response

A canned response is a saved reply snippet. Agents can trigger them by typing a short code during a conversation. Useful for common answers — pricing questions, operating hours, reset instructions — where you want consistency and speed without copy-pasting.

Automation

Automation rules trigger actions when conditions are met. For example: assign all conversations tagged billing to the Billing team, or send a specific canned response when a conversation has been waiting more than two hours. Rules run automatically without agent intervention.

Pilot

Pilot is Konversio's built-in AI support agent. It can be configured to handle conversations automatically, suggest replies to agents, or summarise threads. Unlike Chatwoot's Captain, Pilot is fully open source and runs on open models with no external provider required. See the Pilot documentation for setup details.