Core concepts.
The handful of words you'll see everywhere in KalTalk.
Organization
Your account.
Everything you do in KalTalk lives inside one organization - your inbox, your team, your billing, your widget settings. You create it on signup.
ExampleAcme Inc. is one organization. Their team works one inbox.
Conversation
One thread with one customer.
Every chat or email from a customer is a conversation. It collects every reply on both sides until you mark it resolved.
ExampleA customer asks about pricing on Monday and follows up on Wednesday - same conversation.
Agent
Whoever answers - a teammate or the AI.
Your team and your AI both count as agents. They share the same inbox and the same conversations. The AI handles routine questions so your team can focus on the rest.
Channel
How a customer reaches you.
KalTalk has two channels: the chat widget (available on every plan) and email (Pro and above). Both feed the same inbox, so your team works in one place.
AI resolution
A conversation the AI handled on its own.
When the AI answers a customer's question and the conversation closes without a teammate stepping in, that counts as one AI resolution. It's how we measure the work the AI is doing for you.