How the platform fits together
Understand channels, business data, AI capabilities, integrations, and automation.
Platform concepts
Your business workspace contains its customer conversations, catalog, AI configuration, team, and integrations. Work in the correct business before changing settings.
| Component | Purpose | Start here |
|---|---|---|
| Channels | Connect customer communication accounts | Channels |
| Products | Store catalog, variants, stock and pricing | Products |
| Knowledge base | Supply business facts and policies | Knowledge base |
| AI configuration | Set persona, categories and test answers | Configure AI |
| AI Tools | Let the agent use enabled capabilities and configured endpoints | AI Tools |
| Integrations | Connect external systems and credentials | Integrations |
| Workflows | Run configured actions after triggers | Automation |
Follow the data
A customer message enters a connected channel and appears in an inbox. AI handling depends on configuration, channel access, and conversation state. A tool can obtain external data or perform a configured action. A workflow runs its own trigger, conditions, and steps; it is not the same as an AI persona.
Choose the right source
Use knowledge files for stable policies. Use products for catalog data. Keep externally owned prices and stock in their source system. A provider connection, an enabled AI capability, and an active workflow are separate settings; test each one.
Your first day with AI Node
Register, connect a channel, prepare your AI, and verify your first conversation.
Products: choose your source of truth
Manage your catalog in AI Node or import products owned by an external system.
Choose an automation approach
Understand workflows, message templates, quick replies, webhooks, and legacy rules.