Glossaries

Define terms and definitions so your AI agent uses consistent, accurate vocabulary in every conversation.

Glossaries let you teach your AI agent the precise meaning of words, acronyms, and expressions that matter to your business. When the agent encounters a term it has a glossary entry for, it can respond with the exact definition you provided—keeping answers consistent and on-brand.

This is especially useful for:

• Industry jargon or internal terminology
• Product names and feature descriptions
• Acronyms and abbreviations
• Legal or compliance-sensitive language

Glossary entries live inside the Knowledge section of your agent. Navigate to AI Agent → Design → Knowledge → Glossaries tab.

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How the glossary works

All your glossary entries are stored in a single, flat list. Each entry consists of:

Field	Description
Term	The word or phrase you want to define (e.g. SLA, Onboarding, ARR).
Definition	The meaning the agent should use when referencing this term.

The agent references these entries during conversations to give precise, consistent answers.

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Adding an entry

1. Open the Glossaries tab

   Go to AI Agent → Design → Knowledge and click the Glossaries tab.

2. Click Add New Entry

   Click the Add New Entry button in the toolbar. A dialog will open.

3. Fill in the term and definition

   Enter the Term and its Definition.

4. Save

   Click Save to add the entry to your glossary.

You can also add entries by clicking the Add New Entry button that appears in the empty state when you have no entries yet.

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Editing an entry

Hover over any entry card and click the pencil icon that appears on the right. The edit dialog opens pre-filled with the current term and definition. Make your changes and click Save.

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Deleting entries

You can delete entries one at a time or in bulk:

• Single entry — hover over the entry and click the trash icon. Confirm the deletion in the dialog that appears.
• Bulk delete — select multiple entries using the checkboxes on the left side of each card, then click the Delete selected button that appears in the toolbar.

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Searching entries

Use the search bar in the toolbar to filter entries by term or definition. The list updates in real time as you type.

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Importing entries from a file

You can bulk-import glossary entries by uploading a document.

1. Click From document

   In the toolbar, click the From document button.

2. Upload a file

   Select a file from your computer. Supported formats include PDF, DOCX, and TXT.

3. Review the preview

   The platform uses AI to extract term/definition pairs from your document. A preview dialog shows all detected entries.

4. Select entries to import

   Use the checkboxes to pick which entries you want to keep. By default all entries are selected. You can use Select all / Deselect all to toggle quickly.

5. Save

   Click Save to add the selected entries to your glossary.

The AI extraction works best with well-structured documents where terms and definitions are clearly separated (e.g. tables, definition lists, or FAQ-style layouts).

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Knowledge Review integration

When you run a Knowledge Review (the ✨ sparkle icon in the header bar) and the AI suggests changes to glossary entries, clicking the suggestion link will navigate you to the Glossaries tab and highlight the affected entries so you can find and fix them instantly.

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Tips for a great glossary

• Be specific — write definitions the way you want the agent to say them out loud.
• Avoid duplicates — use the search bar to check if a term already exists before adding it.
• Keep definitions concise — one or two sentences are usually enough.
• Review regularly — as your product or terminology evolves, update glossary entries to stay accurate.