Product Concepts

This guide explains Irmaya's core concepts and terminology.

Workspace

A Workspace is your complete Irmaya environment containing:

• Bot settings and AI configuration
• Customer contacts and segments
• Knowledge base documents
• Conversation history
• Broadcast campaigns and analytics

Conversations

Conversations are the inbox where incoming WhatsApp messages appear. Each conversation includes:

• Message history
• AI response suggestions
• Handoff status (automated or requires human)
• Customer contact information

Contacts

Contacts are your customer database. You can:

• Import from WhatsApp or CSV files
• Create labeled segments for targeting
• Use segments for broadcasts and follow-ups

Knowledge Base

The Knowledge Base is your bot's training data:

• Documents - Upload PDF, Word, or text files
• URLs - Index web pages for the bot to learn from
• Indexing - Process content into searchable knowledge

Bot Development

Bot Development lets you configure:

• AI behavior - Tone, style, and response patterns
• Business profile - Brand voice and operational context
• Human handoff rules - When conversations need human attention

Broadcasts

Broadcasts are scheduled messages sent to contact segments:

• Segments - Contact groups for targeted messaging
• Scheduling - Set delivery time and timezone
• Analytics - Track delivery, engagement, and responses

Analytics

Analytics shows metrics across your workspace:

• Conversation metrics - Volume, timing, sentiment
• Bot performance - Response accuracy and handoff rates
• Broadcast performance - Delivery and engagement stats

Handoff Workflow

The Handoff Workflow determines when conversations need human attention:

• Automated responses - AI handles the conversation
• Flag for review - Conversation needs human attention
• Human handoff - Transfer to team member or queue

Templates

Templates are pre-configured bot behaviors:

• Quick setup - Use pre-built configurations
• Custom templates - Build your own workflows