Core concepts

If you've used the platform for an hour you'll see the same handful of primitives over and over. Get these straight and the rest of the docs fall into place.

Assistant

The AI character. Holds:

• Prompt — the system instruction telling the agent what it does and how to behave.
• Model — which LLM powers responses (gpt-4o, gpt-4o-mini, realtime, Claude, DeepSeek, etc).
• Voice — only for voice assistants. Pick from Library → Voices.
• Tools — what actions the assistant can take (CRM updates, calendar bookings, transfers, etc.).
• Data sources — knowledge it can answer from.
• Intents — high-level outcomes you want to track per conversation.

An assistant is channel-agnostic — the same one can power web chat, WhatsApp, and a phone line at once. The personality lives once; the widgets decide how it's reached.

Data Source

Knowledge the assistant retrieves from when answering. Sources can be:

• Uploaded files (PDF, DOC, text blobs)
• Crawled websites
• Connected CRMs (HubSpot, Zoho, GoHighLevel, etc.)
• Tool-fed data (any Tool can be marked as a data source)

Insighto chunks and embeds the content; at runtime the relevant chunks are pulled into the prompt context (RAG).

Widget

The "front door" — how an end user reaches the assistant. Each widget is bound to one assistant and one channel:

Widget type	Reached via
Chat	Embedded JS snippet on your site
HTML	Standalone hosted chat page
WhatsApp	Your WhatsApp Business number
SMS	A Twilio / Plivo / Telnyx number
Phone	A Twilio / Plivo / Telnyx number, voice
Messenger	Your Facebook Page
Instagram	Your Instagram Business account
Telegram	A Telegram bot
LeadConnector	GoHighLevel sub-account

One assistant, many widgets. The same logic and knowledge serves every channel.

Tool

Something the assistant can do. Tools wrap an external API or internal function:

• CRM tools — HubSpot, Zoho, GHL: read/write contacts and deals.
• Communication tools — SMS, call disconnect & transfer.
• Calendar tools — Google, GHL, Zoho calendars.
• Custom tools — your own HTTP endpoint Insighto calls with function-call-style arguments.

Tools are referenced by name in the system prompt; the assistant decides when to invoke them based on the conversation.

Conversation

One end-to-end interaction with one user on one widget. Contains the full transcript, which tools fired, what knowledge was retrieved, the captured intent (if any), and billing metadata (wallet $ or plan credits consumed).

Contact

The person on the other side. Insighto creates or upserts a contact on the first conversation (using phone / email / handle as the identifier) and links every subsequent conversation to it. Used for attribution, campaigns, and the in-app Outreach features.

Workflow vs Conversation Flow

These sound similar but solve different problems:

	Conversation Flow	Workflow
Scope	Inside one conversation	Spans events, time, and multiple conversations
Used for	Branching logic during a call/chat (e.g. "if customer is angry, escalate")	Reminders, after-hours routing, follow-ups, scheduled outbound
Trigger	The conversation itself	External events (booking, missed call, cron, webhook)

If the question is "how should the assistant respond next?" — that's Conversation Flow. If it's "do something an hour later" or "trigger the day after the call ends" — that's a Workflow.

Channel vs Widget

Easy to confuse. A channel is the underlying integration credential (your Twilio account, your WhatsApp Business setup); a widget is one specific deployment on that channel (a phone number linked to a specific assistant). One channel can host many widgets.

Credits vs Wallet

Your plan ships with credits — queries_count, voice_seconds, bots_count, words_count allowances that reset each billing cycle. Once a credit is exhausted, usage pulls from your Wallet at pay-as-you-go rates instead. See Pricing for the breakdown.