Overview and terms

reactive.chat is a live chat for your website. A small script shows a chat button in the bottom corner. Your visitors write through it, and your team answers in the agent desk. An AI assistant can give the first answer. It answers from what you give it as knowledge, and hands over to a person when it finds nothing it can back up.

This page explains the terms used throughout the handbook and shows where everything is in the account.

The terms

• Account – your personal sign-in with email address and password. An account belongs to one person. With one account you can be a member of several workspaces.
• Workspace – the frame for a company or, for agencies, for a client. The workspace holds projects, team, plan, billing, API keys and integrations. Whoever creates a workspace is its owner.
• Project – a website the chat runs on. Every project has a name, a domain and its own site key. Appearance, texts, AI assistant, knowledge base, opening hours and privacy are set per project.
• Site key – the project's identifier in the embed snippet (data-rc-site-key). It is public and belongs in the source code of your page. It is not a secret.
• Embed snippet (or just snippet) – the one line you put in the head of your page. How that works is described in Embedding the widget.
• Widget – the chat on your website: button, chat window and, if you like, a home screen with tiles and help articles.
• Visitor – anyone who visits your website and uses the chat. Visitors are anonymous until they introduce themselves (for example in the pre-chat form) or your site signs them in with a signed identity.
• Conversation – a chat history between a visitor and your team or the AI assistant. A conversation is open, waiting, assigned or closed.
• Agent – a person from your team who answers in the agent desk. In the account the roles are called Owner, Admin, Member and Viewer (see Team, account and security).
• Agent desk (desk for short) – your team's working area at /app: conversation list, history, reply field and visitor context.
• AI assistant (in the widget “Assistant” or “AI assistant”) – the automatic answer in the chat. It is switched off for new projects.
• Knowledge base – everything the AI assistant answers from: the pages of your website, uploaded files, help center articles and other sources.
• Handover – the switch from the AI assistant to a person. The visitor can ask for it, the assistant triggers it when it has no answer it can back up, or a rule decides it.
• Channel – a way messages come in: the widget and, depending on your setup, email, Telegram, SMS or Meta services. All of them land in the same desk.

How it all fits together

1. You create an account and, inside it, a workspace.
2. In the workspace you create a project for your website and get its embed snippet.
3. You put the snippet on your website. From then on your visitors see the chat.
4. Every chat becomes a conversation in the agent desk. There you and your team answer when the AI assistant does not answer itself or hands over.

A workspace can have several projects (your plan sets how many). Agencies keep their clients apart with separate workspaces and can restrict staff to individual projects.

Where to find what

At the top of the account are the three work areas:

• Desk (/app) – handle conversations. See The agent desk.
• Knowledge base (/app/kb) – knowledge base and help center. See Knowledge base and help center.
• Reports (/app/reports) – key figures, quality, error cases. See Reports.

Next to them are the search (Ctrl K), the workspace switcher, the Send feedback button and your account menu with Account and Sign out.

The side menu on the left is split into groups:

• Setup – Projects, A/B tests (beta), Team
• Connections – Integrations, Migration, API keys, Own AI node
• Workspace – Workspace, Security, Billing
• Account – your personal settings

You only see the items your role may use. A viewer, for example, sees Desk, Reports, Projects, A/B tests and Account, but neither Team nor Billing.

The project page

Almost everything that concerns the chat on a particular website is set on the project's page (/app/projects/…). It has these tabs:

• Installation – snippet, basics (name, domain, allowed origins, state, default language), availability, guided flow
• Appearance – brand and design assistant, widget home screen, promo card
• Texts & forms – pre-chat form, own wording, product tours, canned responses
• AI & knowledge – AI assistant, crawl run, blocked areas, products
• Rules & service – tooltips and timed actions, response target, service targets, email notification, conversation transcript by email
• Privacy – consent, withdrawal, deletion, retention
• Archive – take the project out of service

How to set appearance, texts and behaviour in detail is described in the Customisation part. How the chat technically gets onto your site is covered in the Technical integration part.

Languages

The customer account is available in German, English and Polish. The widget speaks the same three languages. Which language it shows is decided by the embed snippet (data-rc-locale) or, if nothing is set there, by the visitor's browser.

Features in beta and feature switches

Some features carry the Beta badge in the account: A/B tests, attachments and your own domain. Beta means the feature works and has been measured, but may still change.

Some features can also be switched off for a project by the operator. The page concerned then tells you so explicitly; your settings are kept.