> ## Documentation Index
> Fetch the complete documentation index at: https://docs.meetcosmo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Key Concepts

> Understanding core concepts in Cosmo AI

## 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:

1. Detects the need for escalation based on conversation context
2. Creates a support ticket in the Tickets dashboard
3. Notifies the appropriate team member based on escalation paths
4. 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

<Note>
  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.
</Note>

## 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

**Service Campaigns**

* Order updates and notifications
* Appointment reminders
* Account notifications
* Customer service announcements

### Campaign Features

* **Dynamic Variables**: Personalize messages with customer data like {`{{lead_name}}`}, {`{{merchant_name}}`}
* **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

<Tip>
  Keep your Knowledge Base updated with new products, policies, and common
  questions to improve Cosmo's accuracy.
</Tip>

## 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

Tickets include:

* 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

## Next Steps

Now that you understand the core concepts, explore:

* [Dashboard Features](/features/dashboard-overview)
* [Setting Up Integrations](/integrations/overview)
* [AI Knowledge Management](/features/ai-knowledge)