> ## Documentation Index
> Fetch the complete documentation index at: https://docs.parahelp.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Concepts
> The core terms used across Parahelp.
The core terms used across Parahelp. Skim this once, then refer back as you read the rest of the docs.
## Tickets and metrics
| Concept | Description | Example |
| --------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------- |
| **Support ticket** | A record of a customer's request for support, created in your ticketing system. | "The ticket is about a technical issue." |
| **Assigned tickets** | Tickets assigned to your Customer Agent in your ticketing system. | "We routed 30 assigned tickets to the agent this week." |
| **Engaged ticket** | A ticket where your Customer Agent performed one or more engage actions: replying to the customer, auto-closing spam, or merging duplicate tickets. A ticket the agent engaged with but did not resolve was previously called an "assisted ticket." | "The agent engaged 40 tickets this week." |
| **Resolved ticket** | A ticket your Customer Agent engaged with, then closed, that stays closed for at least 3 days. | "The ticket was resolved by our Customer Agent." |
| **Engagement rate** | Tickets your Customer Agent engaged with, divided by total tickets created in a period. | "Our engagement rate is up 7 points." |
| **Resolution rate (of engaged)** | Tickets your Customer Agent resolved, divided by tickets it engaged with in a period. | "Our resolution rate of engaged tickets is 83%." |
| **Resolution rate (of assigned)** | Tickets your Customer Agent resolved, divided by tickets assigned to it in a period. | "Our resolution rate of assigned tickets is at an all-time high." |
| **Resolution rate (of all)** | Tickets your Customer Agent resolved, divided by all tickets created in a period. | "Our resolution rate of all tickets crossed 50%." |
| **Customer sentiment score** | The share of tickets where customer sentiment is positive or neutral. | "The sentiment score is 70%." |
## Agents
| Concept | Description | Example |
| --------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------- |
| **Customer Agent** | The AI agent that resolves your customers' support tickets end to end, working inside your ticketing system. | "Our Customer Agent resolved 200 tickets this week." |
| **Internal Agent** | The AI agent you prompt in natural language to build, test, and improve your Customer Agent and everything around it - also referred to as just "Parahelp." Nothing it proposes goes live without your approval. | "Ask the Internal Agent to draft a refund tool." |
| **Customer Agent configurations** | Everything that shapes the agent's behavior:
• **Channels:** the channels it handles tickets through
• **Base tools:** built-in actions always available to it, managed by Parahelp
• **Custom tools:** actions built by the Internal Agent, like refunds or account lookups
• **Persistent memory:** instructions it follows on every ticket, like personality instructions
• **Working memory:** instructions it follows only for related tickets, like refund requests or billing issues instructions
• **Knowledge snippets:** internal knowledge it can search
• **Web pages:** your scraped web pages, available for it to search | "Have you updated our configurations?" |
| **Flow** | The behavior your team builds into the Customer Agent for a ticket type. A flow combines policies, knowledge, and tools - including the tool connections its actions run through. | "We shipped a new refund flow last week." |
| **Transfer** | When the Customer Agent hands a ticket to a human. | "The agent transferred the ticket to our billing team." |
| **Release** | A published set of Customer Agent configuration changes. | "Publish your release so the team stays in sync." |
| **Task** | When you prompt the Internal Agent, it opens a chat you keep prompting until the task is done. | "I'll start a task to update our configs." |
| **Action** | An action the Internal Agent proposes in a task (a config update, a Linear issue, a Notion page). Needs approval by default, and you can auto-approve selected actions per task or automation. | "I approved the action to update the configs." |
| **Automation** | An Internal Agent task that runs on a schedule or event, from a set prompt. | "Can you set up an automation for this?" |
| **Test simulation** | A simulation of how your Customer Agent handles a scenario. Includes a summary, the steps, and an evaluation: failed, neutral, or passed. | "It ran 5 test simulations that all passed." |
| **Todo** | Work the Internal Agent identified and assigned to a user or team, ready to start with one click. It creates todos automatically for high-leverage improvements it finds in automations and one-off tasks. | "I started the todo it created for the refund gap." |
## Channels and connections
| Concept | Description | Example |
| -------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------ |
| **Channel** | The channels the Customer Agent handles tickets through: email, live chat, and Slack via your ticketing system, or the API. | "We added live chat as a channel." |
| **Connection** | A link between Parahelp and one of your tools, like your ticketing system, Linear, or Slack.
• **Customer Agent:** uses scoped tools to take actions. Tools leverage the connections, like a tool that executes a refund using the Stripe connection.
• **Internal Agent:** uses connections as it codes to complete tasks and build the scoped tools for the Customer Agent. | "Set up the Slack connection so the agent can post reports." |