Knowledge and answers
These terms explain how website information becomes available to the assistant. Indexing content and training a model are different operations.
- Website knowledge base
- The site-specific material available for answers. In Sairo this includes indexed pages, site facts, and saved answers; it should have a clear owner and review process.
- Crawl
- The process of fetching permitted website pages. A successful crawl still needs review: some URLs may be excluded, unreadable, or irrelevant to the intended questions.
- Indexing
- Preparing content so it can be searched. Sairo extracts text and stores passages associated with their source pages; the indexed version can become stale after the website changes.
- Chunk or passage
- A smaller piece of source text used during retrieval. A passage needs enough surrounding context to preserve conditions and meaning.
- Embedding
- A numerical representation used to compare semantic similarity. An embedding is not a factuality score, and similar meaning does not guarantee that a passage answers the question.
- Retrieval
- Finding relevant information for a question. Sairo uses saved-answer matching, site facts, and combined keyword and semantic search before forming a response.
- Retrieval-augmented generation
- Often shortened to RAG: providing retrieved material as context for a generated response. It supplies evidence to a model without implying that its weights were fine-tuned on the website.
- Saved answer
- A maintained question-and-answer record. Exact matches can return approved wording directly; semantic matches may also reuse it for a similar question, so test its boundaries.
- Confirmed fact
- A business detail explicitly confirmed in the workspace. Because it is maintained separately from page text, it should be reviewed when the original business information changes.
Answer quality and review
These terms describe evidence and behavior. None should be treated as an automatic certification of every response.
- Grounding
- Connecting an answer to available supporting material. A grounded answer can still be wrong if the material is stale, incomplete, or interpreted incorrectly.
- Citation
- A reference to a supporting source. Check that the cited page establishes the specific claim rather than merely mentioning the same general topic.
- Hallucination
- An unsupported or fabricated model output presented as an answer. In practical reviews, record the exact unsupported detail and the evidence that should have constrained it.
- Knowledge gap
- Information needed for a visitor’s question that is not adequately available to the assistant. The fix may be a source update, an indexing correction, or a human decision.
- Source exclusion
- A control preventing selected page content from informing retrieval. Review related confirmed facts and saved answers separately when the underlying information should no longer be used.
- Prompt injection
- Instruction-like text in untrusted input that tries to redirect the assistant’s behavior. Source content must be treated as information, not as authority over the assistant’s instructions.
- Regression test
- A repeatable question with an expected result, reused after a source, model, or configuration change. It checks known behavior rather than proving every future question will work.
Conversations, live chat, and follow-up
Sairo keeps assistant outcomes, live chat state, and the work people perform around them distinct.
- Conversation
- A stored exchange containing visitor messages, assistant answers, and any live specialist replies. Reporting counts conversation records, which is different from counting individual messages or unique website visitors.
- Outcome
- A recorded result associated with a conversation, such as answered, unanswered, or needing a person. It is an operational signal rather than an independent assessment of quality.
- Pending conversation
- A conversation with no recorded outcome yet. Sairo includes it in relevant reporting rather than assuming that it has been answered.
- Lead capture
- Saving contact information with the visitor’s request. A lead is not automatically a qualified prospect, a marketing permission, or a completed sale.
- Human handoff
- Moving a conversation from the assistant to human attention while preserving its context. When live chat is enabled for a site, an assigned specialist can claim the request and reply inside the same widget.
- Live chat specialist
- An active workspace member assigned to answer live chat for a particular site. Site and project access still control which conversations the person can open.
- Specialist presence
- An assigned specialist’s Available or Away setting. Sairo uses it to distinguish an available specialist from an offline message queue, and can send browser, email, or SMS alerts when a visitor is waiting.
- Live chat queue
- The waiting conversations for sites assigned to a specialist. Visitors can leave messages while waiting, and the first eligible specialist to claim a conversation becomes its active owner.
- Near-real-time messaging
- Messages delivered over a WebSocket connection when available, with short HTTP polling as a fallback. The stored transcript remains the source of truth.
- Resolved status
- A team-maintained inbox status. It indicates workflow handling and should not be confused with the system’s answer outcome or a visitor satisfaction score.
- Internal note
- A team coordination record attached to work such as a conversation. It is separate from visitor-visible messages and is not exposed to client viewers in Sairo.
Installation and access
Keep public identifiers, ownership proofs, and private credentials distinct when connecting a website.
- Origin
- The combination of scheme, hostname, and port, such as https://example.com. A staging host or a different www address can be a different origin for an integration.
- Public site key
- The identifier in the widget snippet that selects the Sairo site. It is designed to appear in website code and is not an AI provider credential.
- Verification token
- The site-specific value published in a DNS TXT record or verification file to prove control before production crawling. Use the value shown for the intended site.
- Project scope
- The client project boundary assigned to a membership. It limits which sites and records a person can access within an agency workspace.
- Content Security Policy
- A browser-enforced policy controlling resources such as scripts, styles, and connections. Installing a widget may require a review of the existing policy’s relevant directives.
- Shadow DOM
- A component boundary used by the Sairo widget to contain its markup and styles. It is not an iframe and does not remove the need for browser and accessibility testing.
Usage and capacity
Use the current plan and workspace settings to interpret allowances; do not infer a bill from terminology alone.
- Token
- A unit used by a model to represent text. It is not identical to a word, character, message, or conversation, and its cost depends on the selected service and operation.
- Reply-token allowance
- A configured upper allowance for a model’s response. It can constrain response length but is not a promise of identical cost for every conversation.
- Page-refresh allowance
- An allowance for revisiting content under the service’s metering. A simple workload estimate multiplies included pages by planned refreshes and then accounts for additional work separately.
- Conversation allowance
- A plan or custom limit on conversation usage. Check the workspace’s actual settings and usage rather than equating it with a fixed number of model tokens.
Conversational workspace tools.
These terms describe how your team can work with Sairo beyond the visitor widget.
- Ask Sairo
- The private workspace assistant for finding records, reviewing visitor questions and preparing supported changes through a conversation.
- MCP (Model Context Protocol)
- A standard way for an AI application to discover and call another service’s tools. Sairo provides remote tools for permitted workspace operations.
- OAuth connection
- A sign-in and approval flow that grants an application scoped access without sharing your Sairo password with it.
- Read and write access
- Read access retrieves permitted records. Write access additionally lets a connected application call supported change tools, within your existing role.
- Change proposal
- A recorded update showing the affected website and value before application. A completed change can be undone when later edits have not made that reversal stale.