Concepts - Parahelp docs

Tickets and metrics

Concept	Description	Example
Support ticket	A record of a customer’s request for support, created in your ticketing system.	”The ticket is about a technical issue.”
Assigned tickets	Tickets assigned to your Customer Agent in your ticketing system.	”We routed 30 assigned tickets to the agent this week.”
Engaged ticket	A ticket where your Customer Agent performed one or more engage actions: replying to the customer, auto-closing spam, or merging duplicate tickets. A ticket the agent engaged with but did not resolve was previously called an “assisted ticket."	"The agent engaged 40 tickets this week.”
Resolved ticket	A ticket your Customer Agent engaged with, then closed, that stays closed for at least 3 days.	”The ticket was resolved by our Customer Agent.”
Engagement rate	Tickets your Customer Agent engaged with, divided by total tickets created in a period.	”Our engagement rate is up 7 points.”
Resolution rate (of engaged)	Tickets your Customer Agent resolved, divided by tickets it engaged with in a period.	”Our resolution rate of engaged tickets is 83%.”
Resolution rate (of assigned)	Tickets your Customer Agent resolved, divided by tickets assigned to it in a period.	”Our resolution rate of assigned tickets is at an all-time high.”
Resolution rate (of all)	Tickets your Customer Agent resolved, divided by all tickets created in a period.	”Our resolution rate of all tickets crossed 50%.”
Customer sentiment score	The share of tickets where customer sentiment is positive or neutral.	”The sentiment score is 70%.”

Agents

Concept	Description	Example
Customer Agent	The AI agent that resolves your customers’ support tickets end to end, working inside your ticketing system.	”Our Customer Agent resolved 200 tickets this week.”
Internal Agent	The AI agent you prompt in natural language to identify gaps, build and test your Customer Agent’s configurations, and stage them for release - for your Customer Agent and everything around it - also referred to as just “Parahelp.” Nothing it proposes goes live without your approval.	”Ask the Internal Agent to draft a refund tool.”
Customer Agent configurations	Everything that shapes the agent’s behavior: • Channels: the channels it handles tickets through • Base tools: built-in actions always available to it, managed by Parahelp • Custom tools: actions built by the Internal Agent, like refunds or account lookups • Persistent memory: instructions it follows on every ticket, like personality instructions • Working memory: instructions it follows only for related tickets, like refund requests or billing issues instructions • Knowledge snippets: internal knowledge it can search • Web pages: your scraped web pages, available for it to search	”Have you updated our configurations?”
Flow	The behavior your team builds into the Customer Agent for a ticket type. A flow combines policies, knowledge, and tools - including the tool connections its actions run through.	”We shipped a new refund flow last week.”
Transfer	When the Customer Agent hands a ticket to a human.	”The agent transferred the ticket to our billing team.”
Release	A published set of Customer Agent configuration changes.	”Publish your release so the team stays in sync.”
Task	When you prompt the Internal Agent, it opens a chat you keep prompting until the task is done.	”I’ll start a task to update our configs.”
Action	An action the Internal Agent proposes in a task (a config update, a Linear issue, a Notion page). Needs approval by default, and you can auto-approve selected actions per task or automation.	”I approved the action to update the configs.”
Automation	An Internal Agent task that runs on a schedule or event, from a set prompt.	”Can you set up an automation for this?”
Test simulation	A simulation of how your Customer Agent handles a scenario. Includes a summary, the steps, and an evaluation: failed, neutral, or passed.	”It ran 5 test simulations that all passed.”
Todo	Work the Internal Agent identified and assigned to a user or team, ready to start with one click. It creates todos automatically for high-leverage improvements it finds in automations and one-off tasks.	”I started the todo it created for the refund gap.”

Channels and connections

Concept	Description	Example
Channel	The channels the Customer Agent handles tickets through: email, live chat, and Slack via your ticketing system, or the API.	”We added live chat as a channel.”
Connection	A link between Parahelp and one of your tools, like your ticketing system, Linear, or Slack. • Customer Agent: uses scoped tools to take actions. Tools leverage the connections, like a tool that executes a refund using the Stripe connection. • Internal Agent: uses connections as it codes to complete tasks and build the scoped tools for the Customer Agent.	”Set up the Slack connection so the agent can post reports.”