Find the terms you meet while you set up, review, and manage agents in Insider One, from the Support Agent's Knowledge Base to the Decision Agent's content sets. Terms are listed alphabetically.
Action
A predefined function that an agent triggers to collect data, route a user, or call an external API. In Agent One Audiences, you can configure up to 40 Actions (Exit and API Actions combined) per agent.
Agent
An AI-powered specialist in Agent One that works toward an outcome: it plans, acts, remembers context, and learns from results, within the guardrails and approvals you set. Agent One Teams has specialist agents for jobs such as analytics, segments, campaigns, and journeys. Agent One Audiences has customer-facing agents, such as the Support Agent and the Shopping Agent, and you can create up to 10 agents per InOne panel.
Agent Identity
The defined persona and self-description of the agent. It influences the agent's communication tone and behavior.
Agent One
Insider One's agentic AI system for customer engagement. It plans, executes, learns from, and optimizes engagement toward the goals you set, using two multi-agent systems that share one customer profile: Agent One Teams and Agent One Audiences. See Agent One.
Agent One Audiences
The Agent One system that listens to customers. Its agents, the Support Agent and the Shopping Agent, understand intent in the customer's own words and add it to the shared customer profile. See Agent One Audiences.
Agent One Teams
The Agent One system that runs customer engagement for your team. You define the outcome, and specialist agents plan, build, launch, analyze, and optimize the work to reach it. Agents that change your account show you the change and wait for your approval first. See Agent One Teams.
AI Credit
What AI features consume when they run. Call an Agent uses AI credits, and the Decision Agent consumes AI credits for each user who passes through it. Your account team sizes your balance from your audience size and send frequency. See FAQ about AI Decisioning.
Azure OpenAI Service
Microsoft's fully managed platform through which GPT-4.1 is accessed securely, with no data retention and full enterprise-grade compliance.
Base Content
The message you write inside the channels under a Decision Agent. The Decision Agent builds labeled variants from it. A variant never invents a code, a gift, or a discount, so put any offer or code in the base content. See Content Sets and Content Review.
Blueprint
A structured, editable draft that an agent builds as you talk, such as an analytics view or a campaign draft. You can preview it in the chat, open it on a full canvas, edit it, save versions, and save it to your library to reuse in a new conversation. Saving or updating a live campaign always asks for your approval first. See Work with Agent One Teams.
Communication Style
The tone and formality of the agent's responses (for example, Friendly, Formal, or Direct).
Concurrent Conversation Handling
The number of simultaneous user sessions an agent can manage.
Content Set
The generated, labeled, and reviewed set of variants built from one base content on one channel. You write the message once, the Decision Agent generates the variants, and you review every one. Only the variants you approve are sent. You manage content sets in the InOne panel under Agent One > Agent One Teams > Content Set. See Content Sets and Content Review.
Conversation
A back-and-forth exchange with an agent. In Agent One Teams, it is a chat thread with your specialist agents. Insider One saves it automatically, so you can ask follow-ups, reopen it later, archive it, or delete it. In Agent One Audiences, it is the exchange between a customer and an agent. It times out after a period of inactivity that you set per channel, up to 24 hours. See Work with Agent One Teams.
CSS Selectors to Exclude
HTML elements to ignore when crawling a web page for Knowledge Base content.
CSS Selectors to Wait to Load
HTML elements that the crawler waits for before extracting page content.
Custom Instructions
Optional configuration to guide how the agent handles edge cases or brand-specific communication rules.
Data Minimization
Sending only the information that the LLM needs for processing, in line with the GDPR principle of the same name.
Decision Agent
The Architect journey element where AI Decisioning lives. For each user, it decides which content variant to send, on which channel, at what time, and whether to send at all. Add one before each message you want to optimize. It works in standard (non-transactional) journeys and is in beta. See Architect Decision Agent and AI Decisioning.
Draft Version
A working version of the agent that you use to test updates without affecting the live deployment.
Error (KB Status)
Indicates that a Knowledge Base failed to crawl and cannot be linked to an agent.
Exclude URLs
URL patterns the crawler should skip while creating the Knowledge Base.
GDPR Compliance
Alignment with GDPR principles, such as data minimization and purpose limitation. Insider One acts as a data processor, and you remain responsible for a valid legal basis, including consent where necessary, from your end users.
Guardrails
The rules that keep agents within your brand and business limits. For the Decision Agent, you set guardrails once per account in three groups: Business Context, Brand Voice, and Content Rules and Restrictions, such as banned phrases and forbidden topics. Insider One fills in matching values from your Business DNA, and you can customize them without changing it. Each variant gets an AI Match Level of High, Medium, or Low against your guardrails. See Guardrails Setup Guide.
Include URLs
URL patterns explicitly allowed for crawling in the Knowledge Base.
KB Crawling Source
A specific URL or group of URLs used to populate a Knowledge Base through crawling.
Knowledge Base
The content an agent draws on to answer customers, built by crawling the URLs you add as sources. You can create up to four knowledge bases per workspace or environment.
Label
A tag that describes one quality of a variant. Insider One labels your base content automatically on six dimensions: greeting, value proposition, incentive, tone, call to action, and urgency. You choose which labels to generate variants for, and the Decision Agent matches each user to the labels they have responded to before. See Content Sets and Content Review.
Live Version
The currently active version of the agent that serves end users.
LLM (Large Language Model)
A language model capable of understanding and generating human-like text, used by the agent. Insider One doesn't train or fine-tune models on customer data.
Message Length
The preferred level of detail in the agent's responses (Concise, Standard, or Detailed).
Mobile Widget
A native channel for deploying Support Agents on mobile applications.
OpenAI GPT-4.1
The large language model (LLM) used by the agents, accessed via Azure OpenAI Service for secure processing.
Personality
The overall configuration that defines how the agent sounds, behaves, and interacts.
Processing (KB Status)
Indicates that the Knowledge Base is currently being crawled and is not yet active.
Proximity
The crawl depth level (link hierarchy) that determines how far the crawler follows internal links from the main URL.
Restore Live Version
The action that reverts all draft changes and reloads the last published version of the agent.
Save as Draft
The action to save the current configuration changes without publishing them live.
Shopping Agent
An AI-powered agent that guides shoppers to the right products with personalized recommendations from your catalog. See Shopping Agent.
Source
The individual content input, usually a crawling URL, used to generate a Knowledge Base. You can connect up to five unique source URLs to a single agent.
Support Agent
An AI-powered agent that resolves customer questions with contextual answers and escalates to your team when a person needs to step in. See Support Agent.
Test Preview Screen / Test AI Agent Panel
An interface that lets you test the agent's draft behavior and inspect source usage and triggered actions.
Variant
One version of a message that the Decision Agent generates from your base content, carrying labels such as tone and incentive. AI Decisioning matches each user to the variant they are most likely to respond to. You approve, reject, or regenerate each variant in Content Review, and only approved variants are sent. See Content Sets and Content Review.
Web Crawling
The process of scanning website content to populate the Knowledge Base.
Web Widget
A channel for embedding the Support Agent on web pages for direct user interaction.