Glossary: every page and setting in Aigento

Each heading below is a label you see in the Aigento dashboard, with what it
does and where it is. Pages and tabs marked admins are visible to owners
and admins only (see Team roles and access control).

Pages

Inbox

Every ticket in the workspace, with filters and saved views. In my
languages shows the tickets written in the languages you work in. See
Ticket statuses, priorities and assignment.

Review Queue

Admins. Everything waiting for a person: Replies held for approval
(from a teammate whose Can Send is off, or from the AI agent under the
Assisted or Review everything policy), Actions the AI needs approved,
and Notices: tickets the AI escalated, for a person to look at.

Customers

Everyone who has written to you. A customer's page shows their Contact
Information, Ticket History, Shopify Orders and Notes.

Knowledge

Your knowledge base: the articles the AI reads and your help center
publishes. See Knowledge base basics.

Knowledge Gaps

A panel on the Knowledge page listing topics customers keep asking about
that your articles don't answer. See Knowledge Gaps and Suggestions.

Template Library

Knowledge → Templates. Ready-made articles by industry (E-commerce, SaaS,
General). Adding one creates a draft, customer-facing article for you to
edit and activate.

Smart Ingest Suggestions

Knowledge → Suggestions. Articles Aigento proposes from pages it read on
your website, text you pasted, or tickets your team resolved. Nothing is
published until you accept one.

Macros

Admins. Reusable replies with variables, inserted from the reply box. See
Macros: reusable replies with Liquid variables.

Reporting

Admins. How support is going: Ticket Volume, Median First Reply
Time, Agent Performance and Customer satisfaction from your survey.

Why the AI escalated

A Reporting card with the reasons the AI agent handed tickets to your
team, such as Not in the knowledge base, Asked for a person or
Needs verification.

Automations

Admins. What runs on its own. See Automations and the AI builder.

AI agent

The card that sets what the AI may do when a customer writes in: Don't
reply at all, Only draft replies (every reply waits in the Review Queue)
or Answer all tickets automatically.

Other automations

Housekeeping workflows you switch on or off.

Custom Fields

Admins. Extra fields on tickets and customers, such as an order number or
a product, as text, a number, a date, a list of values or a reference. Your
team, automations and the AI fill them in.

Custom Endpoints

Admins. Your own web services, such as a warranty or subscription system,
that the AI agent and automations can call, and whose results can show as a
card beside the ticket.

Keyboard shortcuts

Press ? anywhere in the dashboard for the list of single-key shortcuts.

Settings → General

Profile

Your own name, photo, theme, default workspace, the Languages I work in
and My email signature.

Workspace

Admins. The workspace's name, logo, timezone and inbox layout.

Ticket Sidebar

Admins. The order of the sections beside a ticket, and which ones show,
for everyone in the workspace.

Leave workspace

Leave this workspace. The owner can't leave; they make someone else the
owner first.

Danger zone

Owner. Delete workspace makes the workspace read-only for a 30-day
grace period, then deletes it and everything in it for good. You confirm by
typing its name, and can cancel during the grace period.

Settings → AI

Admins.

AI Configuration

The AI's main switches and models.

AI Features

Enable AI Features, Auto-Classification (sort tickets by category and
sentiment), Auto-Drafting (draft replies for new tickets) and Knowledge
Base RAG (use your knowledge base in replies).

Model Selection

Which AI models do the work: a Thinking model, a Fast model and an
Embedding model for knowledge search. Changing the embedding model
re-indexes your knowledge base.

Approval policy

What the AI agent may do on its own: Autonomous (replies and acts on its
own), Assisted (reads run; changes and replies wait for approval) or
Review everything. Also here: Max spend per ticket, the AI cost
after which it hands a ticket to your team (default $1.00), and Pause
Aigento when a teammate replies.

Verification request message

The line the AI posts before it asks a customer to confirm their email with
a code. Empty uses the default.

Handoff messages

What the customer reads when the AI hands the conversation to your team: the
Holding message, sent once, and the Acknowledgement, sent when they
write again before a teammate replies. Both are translated into the
customer's language.

Ticket categories

The categories the AI sorts tickets into. It reads each description to
decide, so describe each one as you would to a new hire.

Spending caps

The most the AI may refund or discount without a teammate's approval. Above
a cap, the action waits in the ticket sidebar for Approve or Reject.

Store tools

Shown with a connected store: which store actions the AI agent can use, and
which need approval, set on the store's integration node inside an
automation.

Settings → Notifications

Personal notifications

Email alerts just for you, such as new tickets, customer replies, tickets
assigned to you, approvals, escalations and mentions, for all tickets or only
yours. Nobody else can change them.

Desktop notifications

Browser notifications while Aigento is open in a tab.

Team channels

Admins. Slack and Telegram alerts for the whole workspace.

Customer emails

Admins. Emails Aigento sends your customers about chats. Settings →
Channels → Routing & replies links here.

Chat replies when the visitor is away

A chat reply the visitor hasn't read within two minutes is also emailed to
them, with a link back to the chat.

Customer follow-up

Chat visitors can ask for an email copy of your replies, after confirming
their address with a code.

Replies to closed tickets

A customer's reply always reopens a resolved ticket, by email and in chat.

Settings → Channels

Admins.

Where customers reach you

The overview at the top: one row per way in (each store, each website, the
support address, the contact page, the help center) with its state.

Chat widget

The chat's look and behaviour for your stores and websites, starting with its
Default look. See Adding Aigento chat to your website.

Conversations

The Opening message, whether visitors may chat without giving an email,
file uploads, and the chat's language.

Engage visitors

A welcome teaser above the launcher, and proactive messages shown on the
pages you choose.

Add it to your site

Where the chat goes.

Shopify stores

Your connected stores, where the chat is the Aigento chat theme app embed.
See Turning on storefront chat.

Websites

Any other site, where the chat is a snippet. See Adding Aigento chat to your
website.

Email

How email comes in and goes out.

Support address

The address that turns emails into tickets; forward your support inbox to
it. See Forwarding your support email to Aigento.

Outbound email domains

Verify a domain you own to send replies from it instead of the default
Aigento address.

From address

What customers see as the sender of your replies.

Signature

The workspace's signature under every reply email; AI replies sign as the
assistant. Teammates set their own under Profile → My email signature.

Hosted pages

Pages Aigento hosts for you.

Contact page

A page where customers write to you; its greeting and description are also
used by every embedded contact form. See Putting the contact form on your
website.

Help center

Your public knowledge base. See Publishing your help center.

Routing & replies

How tickets land and replies go out.

Ticket routing

Where contact page, embedded form and email tickets go. Shopify stores and
websites file into their own.

Satisfaction survey

After a ticket is resolved, the customer is asked one question: how did we
do, from 1 to 5. Email tickets get an email, chats a rating row in the
widget; each ticket at most once.

Message controls

Sandbox mode and the undo-send delay for outgoing messages.

Blocked senders

Email from a blocked address or domain is dropped, and its chat and contact
form messages never become tickets.

Settings → Integrations

Admins. Your connected store and other services, each with its health. See
Connecting your Shopify store.

Settings → Data

Admins.

Import from another helpdesk

Brings over customers, tickets and conversations, with internal notes and
original dates, from Gorgias, Zendesk or Intercom. See Switching from
Gorgias to Aigento.

Import customers from CSV

Adds a customer list from a CSV file, such as a Shopify or Intercom customer
export. Email is the key: existing customers only gain missing values.

Data Export / Import

A zip of everything in the workspace (tickets, customers, knowledge base,
automations and attachments), and importing such a zip into a workspace.

Settings → Team

Admins. See Team roles and access control.

Team Members

Everyone in the workspace, with their role, languages and Can Send
switch, and pending invitations.

Invite Team Member

The Invite Member dialog: an email address and a role.

Teams

Groups you assign and route tickets to.

Settings → Billing

Admins. See Plans and pricing.

Usage this period

Tickets and messages so far against your plan's allowance.

Available Plans

The plans you can switch to.

AI terms

Smart Reply

The AI agent that answers tickets on its own, within your approval policy,
spending caps and the verified-email check.

Playbook

A knowledge article that steers the AI step by step on tickets with a given
tag. Playbooks are internal: never shown to or quoted for customers. To make
one, open an article and choose Make this a playbook from its ⋯ menu.