Glossary

Plain-English definitions for common dashboard and AI terms, ordered alphabetically. Follow each feature guide for its exact controls and limitations.

How to use this page

Search in-page - press Ctrl/Cmd+F and type the word you saw in the dashboard. Some entries explain a broader concept rather than an exact interface label.
Follow the link in the entry - most terms link to the doc that explains the feature in depth, because a one-line definition rarely answers the follow-up question.
Still ambiguous? Check the FAQ - naming collisions (key vs. key, conversation vs. session) are usually disambiguated there.

A

AI-influenced revenue: Order value credited under the product-match and last-touch attribution rule. It shows an association with AI recommendations; it is not the revenue caused by the agent or profit. Seeattribution methodology.
Agent: The Zubby AI as a software system - a language model wrapped in a retrieval pipeline, tool registry, and guardrail layer. Distinct from the underlying language model, which can be swapped out.
Assisted conversion: An order that Zubby can attribute to a conversation in the configured attribution window. See Analytics.
Audience rule: A suppression rule that decides where the widget may appear. Controls include URL paths, cart/checkout, mobile, login state, and VIP status. See Audience rules.
AI service availability: Whether chat, search indexing, and recovery generation are currently available to the merchant workspace and storefront. See How the AI works.

B

Browse abandonment: A shopper browsing products without adding anything to cart, then leaving. Triggers browse rescue. See Recovery.

C

Citation: A reference back to a product card, knowledge-base entry, or page that supported a specific AI sentence. Tracked at the sentence level.
Confidence threshold: A setting used with the agent’s reported answer confidence to guide handoff. Model confidence is not a calibrated accuracy rate. Retrieval similarity measures source relevance; experiment confidence describes a different statistical signal. Do not compare these values as though they mean the same thing. See Training.

E

Embedding: A searchable representation of a product or document used for meaning-based retrieval. Zubby prepares it after sync or approval.
Engagement rate: The share of widget impressions that became conversations. Compare it with your own earlier periods rather than an outside benchmark.

F

Failed background task: A sync, indexing, delivery, or automation task that did not complete. Some background queues retry automatically; outbound webhooks do not. Merchants should review Store Details and Notifications, use only retry actions exposed in the store workspace, or contact support with the store ID and timestamp.

G

Gaps inbox: The list of conversations where the AI’s answer was missing, uncertain, or downvoted. Each row carries a drafted fix you can accept or edit. See Training.

H

Handoff: When the AI yields control to a human teammate. Triggered manually, by shopper request, or by automatic rules.

I

Incremental lift: The difference between a treatment and a suitable control under a defined experiment. Uncertainty, assignment, sample size, and tracking coverage matter. A chat holdout does not by itself isolate recovery-email lift. See Analytics.
Identity stitching: Linking multiple session IDs to a single shopper profile based on email matches, customer IDs, or cookie continuity. See Customers.

J

Journey: A multi-step automation: trigger → steps with delays, branches, and exit rules. Powers recovery campaigns and lifecycle drips. See Journeys.

K

Knowledge base (KB): Policies, FAQs, and long-form pages indexed for retrieval. Distinct from product catalog - KB covers shipping, returns, brand story.

L

Loader: The per-store script tag that boots the widget: /widget/loader/<storeId>.js. It ships with your widget key, branding, and launcher styling pre-baked, renders a lightweight launcher, and only loads the full chat iframe on first interaction.
Lifecycle stage: One of Anonymous, Identified, Lead, Customer, or VIP. Identifiers, lead capture, orders, and VIP thresholds move a profile between these stages. Churn risk is a separate signal.

P

Profit estimate: Revenue after the costs included by the report. Missing product costs, estimated fees, refunds, and attribution limits can change the result. It is not the same as whole-business net profit. SeeProfit and product costs.

R

Recovery: Outbound message to a shopper who abandoned a cart, browse session, or had a long lapse. Email, SMS, WhatsApp, or other channels.
Retrieval: The process of fetching relevant products and KB snippets for the AI’s context window. Combines vector similarity + keyword (BM25) + reranker.

S

Segment: A shopper group defined by profile conditions. Built-in and supported saved custom segments can supply campaign audiences. A saved group does not automatically become a widget targeting rule or journey trigger; check the controls on the destination feature.
Sandboxed iframe: The widget’s chat UI renders inside its own iframe (mounted under a [data-zubby-root] element). That isolates its styles and scripts from the storefront so global CSS resets can’t break it.
Smart offer: A merchant-approved offer selected under configured eligibility and frequency limits. Percentage caps and the margin guard constrain discounts; cost protection depends on known costs and missing-cost settings. See AI settings.
Store ID: The unique identifier for a tenant inside Zubby. It appears in your dashboard URL and in the widget loader URL, and scopes every row of your data.
System prompt: Instructions assembled from platform rules and the store’s structured brand voice, knowledge, and behavior settings. Merchants configure those controls rather than replacing the entire raw prompt.

T

Tool call: When the AI invokes a function rather than answering directly: search products, check inventory, get order status. Stored alongside the conversation.

V

VIP tier: A per-store designation based on lifetime recorded spend and order count. A shopper holds the highest tier whose thresholds they meet. It can supply agent context and the widget’s VIP-only rule.

W

Weekly review: Monday-morning snapshot emailed and stored in the dashboard. Top wins, top risks, suggested actions. See Analytics.
Widget key: Per-store public key baked into the widget loader and sent as the x-widget-key header on every widget API call. Narrow scope and rate-limited; different from the merchant API key.