Overview
This guide explains the key concepts and terminology used throughout the Cosmo AI platform to help you better understand how the system works.Live Agent
Live Agent is Cosmo’s escalation system that automatically connects customers with human support when needed.How It Works
When a customer’s request requires human intervention, Cosmo:- Detects the need for escalation based on conversation context
- Creates a support ticket in the Tickets dashboard
- Notifies the appropriate team member based on escalation paths
- Allows the team member to respond directly to the customer
Configuration
- Live Agent Query: Define what message Cosmo sends when escalating to a human agent
- Escalation Paths: Map support categories to specific team member roles
- Team Roles: Assign different roles to team members for proper routing
Live Agent escalation can be triggered manually by customers (e.g., “I want to
talk to a human”) or automatically when Cosmo detects complex issues.
Campaigns
Campaigns are bulk messaging tools that let you proactively reach out to your customers with personalized messages.Campaign Types
Marketing Campaigns- Promotional messages and offers
- Product launches and announcements
- Seasonal sales and discounts
- Customer engagement initiatives
- Order updates and notifications
- Appointment reminders
- Account notifications
- Customer service announcements
Campaign Features
- Dynamic Variables: Personalize messages with customer data like ,
- Lead Management: Upload and manage customer lists (leads)
- Performance Tracking: Monitor sent messages, replies, and conversion rates
- Content Types: Send text, images, videos, and interactive messages
- Scheduling: Launch campaigns immediately or schedule for later
AI Knowledge Categories
Cosmo organizes your business information into three main categories:Generic QA (Knowledge Base)
General information about your business that answers common questions:- Business hours and location
- Product information
- Shipping and return policies
- Company background
- Service descriptions
User Questions (FAQs)
Specific question-answer pairs that train Cosmo to respond accurately:- Frequently asked customer questions
- Product-specific queries
- Process explanations
- Troubleshooting guides
Live Agent Query
The custom message Cosmo sends when escalating to human support:- Configurable escalation message
- Can include context about the customer’s issue
- Only one Live Agent Query per merchant
Conversations
A conversation represents a message thread with a single customer across WhatsApp or Instagram. Each conversation:- Contains all message history with that customer
- Shows customer profile information
- Displays conversation status and metadata
- Allows manual intervention when needed
Support Tickets
Support tickets (also called notifications) are created when:- Live Agent escalation is triggered
- Customer explicitly requests human support
- Cosmo encounters issues it cannot resolve
- Custom escalation conditions are met
- Customer conversation context
- Ticket type and classification
- Assignment to team members
- Status tracking (requested/answered)
Team Members & Roles
Team members are users who can:- Access the admin dashboard
- Respond to support tickets
- View conversations and analytics
- Manage settings (depending on permissions)
User Types
Custom roles that determine:- Which tickets are assigned to which team members
- Escalation routing rules
- Dashboard access permissions
Merchant Configuration
Your merchant account contains all business settings:- Business information and branding
- AI personality and behavior
- Integration credentials (WhatsApp, Instagram, Shopify)
- Payment and shipping settings (for commerce)
- Team member access