Glossary
Audience: All teams · Where in app: Reference (terms appear across every screen) · Plan availability: All plans
Canonical definitions for Knock Knock terminology, merged from the Nox knowledge base and terms used across the codebase. These are the definitions Nox uses when citing terms back to admins. Grouped by area; one large definition table per group.
Visitors & identity
| Term | Definition |
|---|---|
| Visitor | Anyone on a customer's website. Anonymous until they identify (chat name, email, phone, form, booking, etc.). |
| User Session | One visit (one browser session). Stored in user_sessions. Has page visits, lead score, and contact info captured during that visit. |
| Person | A global record of one human, identified by email/phone match keys. One Person can have many user_sessions across many companies. Stored in people (key person_id). |
| PersonProfile | A Person scoped to one company (person_profiles, key (person_id, company_id)). Holds that tenant's CRM links, form submissions, bookings, and AI-extracted facts. |
| Identity Graph | The system that stitches Person + PersonProfile + UserSessions + chats/calls into a single context object the AI can read. Per-tenant isolated. See Identity Graph. |
| Verification Policy | How strict identity verification is: permissive, moderate, strict, regulated. Decides what cross-session data the AI may surface. |
| Direct Trigger | An event that instantly verifies a session regardless of score (form on your domain, CRM-tracked landing, returning known device, inbound call matching caller-ID). |
| Score-Based Verification | Verification by summing signals (FingerprintJS, soft signature, IP, subnet, etc.) against a policy threshold. Disabled on regulated. |
| Soft Signature | A hash of stable browser attributes (UA + language + screen + timezone + platform). +25 points in score-based verification. |
| FingerprintJS Hash | Open-source FP fingerprint, ~80–90% stable, self-hosted at /fp.umd.min.js. +60 points. |
| Form Intercept | Widget script that watches every form on the customer's site (HubSpot, Calendly, GHL, Typeform, Jotform, Mailchimp, custom) and captures name/email/phone for the identity graph. |
| kk_user_session_id | LocalStorage string user_<timestamp>_<random> set by the widget. The cross-visit join key (there is no separate visitor_id). Persisted on session_files.user_session_id and user_sessions.widget_user_session_id. |
| company_id | Tenant key on every tenant-scoped document; enforces tenant isolation. |
| file_id | session_files._id — a single recording. session_analyses are keyed here. |
Engagement
| Term | Definition |
|---|---|
| Lead | A visitor we've identified or scored. Lead score is computed per visitor. |
| Hot Lead | A visitor whose lead_score crosses the configured threshold; may trigger Slack/email/push notifications. Surfaced on the dashboard Hot Leads tab. |
| Intent Score | The 0–100 score shown per lead on the dashboard Hot Leads cards (green ≥70, amber ≥40). Reflects engagement signals for that visitor. |
| Conversion | A booking, a captured email/phone, or another configurable signal. On the dashboard, conversions are typed chat, call, or booking. |
| Auto-Connect Agent | AI that proactively starts a call/chat when a visitor meets a trigger condition (page, dwell time, exit intent). |
| Auto-Trigger Chatbot | Pop-up chatbot that initiates a conversation by URL rule + threshold. |
| Hook | A targeted auto-engage message shown when a visitor meets a condition. Dashboard tracks per-hook Shown / Responded / Response Rate / Best Source. |
| Auto Engage | Umbrella term (and dashboard tab) for automated outreach — hooks + auto-triggers. |
| Page Rule | Per-URL widget customization — launcher style, visibility, custom heading, video. |
| Working Hours | Per-company per-day availability window. Outside hours = "offline" widget mode (still captures leads). |
| Engagement Rate | % of total visitors who interacted with at least one channel (chat/video/voice) during their session. |
| Response Rate | % of AI auto-engage messages that received a reply or action from the visitor. |
Conversations
| Term | Definition |
|---|---|
| Chat | A text conversation. Stored in chats. Can be human, AI, or AI→human. |
| Call | Audio or video conversation. Twilio (peer-to-peer), ElevenLabs (AI voice), or Ultravox (AI voice). |
| Service Room | A logical container pairing a chat + call between a visitor and an agent (or AI). |
| Transfer | Re-routing an active chat/call from AI to a human, or between humans. |
| Takeover | A human agent joining an AI call and taking it over. |
| Monitor | A human agent listening to (but not speaking on) an active AI call. |
| Handoff | AI→human transition. Dashboard tracks handoffs per channel and a handoff timeline. |
Sessions & recording
| Term | Definition |
|---|---|
| Session File | One recording, made of NDJSON rrweb chunks streamed during the visit. Identified by file_id. |
| Session Analysis | The post-recording artifact (page_trips, clicks, scrolls, forms, friction, intent, narrative_prose). One per file_id. See Session Recording. |
| Visitor Profile | Cross-visit rollup keyed on (company_id, user_session_id). Stores cumulative engagement, recent sessions, intent trajectory, narrative_summary. |
| Page Trip | One visit to one URL within a session. Has dwell_ms, active_ms, scroll metrics, clicks. |
| High-Intent Signal | Configurable hint about purchase intent (visited pricing 3+ times, used "demo" search, etc.). |
| Friction Point | Detected user struggle (rage click, dead click, form abandonment, error, fast back-out). |
| Tier-2 Narrative | LLM-generated prose summary + refined intent, triggered selectively for high-value or stuck visits. Capped via RECORDING_LLM_DAILY_CAP_PER_COMPANY. |
| recording_status | Lifecycle of a recording: active → finalized → analyzing → analyzed; failure states failed / msai_handoff_failed. |
AI
| Term | Definition |
|---|---|
| Knox / Nox | The admin assistant. Reads everything above. Cited as "Nox" customer-side; the code uses "Knox". See Nox Assistant. |
| Chat Agent | AI that answers visitor chat messages. |
| Call Agent | AI voice that handles inbound calls. |
| Outbound Call Agent | AI voice that places outbound calls to a list of contacts. |
| Knowledge Base (Agent) | Per-tenant docs/URLs/PDFs the chat agent reads from. Different from Nox's knowledge base — the agent reads tenant content; Nox reads Knock Knock product docs. See Knowledge Base RAG. |
| Extracted Fact | A semantic distillation of a conversation/page (e.g. "budget under $5k", "interested in Pro plan"). Stored on PersonProfile and agent_memories. |
| AI Credits | Currency for AI usage. Each plan ships a monthly allotment; add-ons top up. Voice calls consume ~10x chat. |
| AI Auto-Trigger | Chatbot pop-up triggered by URL rule + threshold. |
| Insight Engine | The "What Matters Today" engine (ms-ai POST /knox-agent/insights) — the single source for all Nox surfaces (including the dashboard NoxStrip). |
Plans & billing
| Term | Definition |
|---|---|
| Package | A product tier (Starter, Growth, Pro, etc.) — features + credits + add-on allowances. |
| Subscription | A user's active package. Holds remaining_ai_credits, expiry_date, trial flags, and status (e.g. cancelled). |
| Add-on | Extra AI credits / lead intelligence / live session views purchased on top of a package. |
| Agency Package | A package an agency sells to its sub-accounts. |
| Sub-Account | A company owned/managed by an agency. |
| White-Label | Customer-visible branding overrides (widget footer, agency portal, desktop app build). |
Integrations & data
| Term | Definition |
|---|---|
| HubSpot Sync | Pushes captured leads → HubSpot Contacts. Reads the hubspotutk cookie at landing for instant identity verification. |
| GoHighLevel (GHL) | CRM. Pushes contacts, syncs pipeline stages, reads the contact_id query-param at landing. See CRM Integration. |
| Calendly / Google Calendar / GHL Calendar | Booking sources. All bookings deduped into PersonProfile. |
| HappierLeads | B2B reverse-IP enrichment (per-company config). |
| RB2B / Snitcher / Clearbit | Additional company/contact enrichment providers (admin-gated budgets). |
| Webhook | Outbound HTTP fires on configured events (new lead, booking, etc.). |
| Internal API key | Shared header for service-to-service auth (x-api-key / BACKEND_API_KEY / MS_AI_SECRET_TOKEN). |
Roles
| Role | Scope |
|---|---|
| Company Owner | Full access to features, settings, billing, team. |
| Team Member | Access scoped by the owner's permissions. |
| Agency Owner | Manages multiple client companies; white-label branding. |
| Agency Staff | Agency features per permissions assigned by the agency owner. |
| Super Admin | Platform-wide controls (Nox knowledge base, identity graph defaults, packages, agencies). |
Related
- Platform Overview · Dashboard · Quick Start · Help & Troubleshooting
- Subsystems: Identity Graph · Session Recording · Knowledge Base RAG · Nox Assistant · CRM Integration