Glossary
18 terms, in plain English, each with how the concept actually shows up in Oneop — including the honest limits. Ordered alphabetically.
AI agent
An AI agent is software that pursues a goal by reasoning in steps: it reads data, chooses a tool, observes the real result, and decides what to do next, rather than producing a single answer to a single prompt.
AI chatbot
An AI chatbot is a program that holds text conversations with customers, combining scripted flows for predictable paths with a language model for open questions, usually grounded in a company's own knowledge base.
AI credits (metered AI)
AI credits are a unit of account for AI usage in software: each AI action deducts a weighted number of credits from a plan allowance, making consumption visible and capping cost at a known number.
AI governance
AI governance is the set of technical controls that bound what an AI system can do in production: input and output filtering, spending limits, action approval, run ceilings, and an audit record of every call.
Autonomy levels
Autonomy levels are graded permissions for an AI agent that determine what happens when it proposes an action: log the suggestion, queue it for human approval, or execute it directly.
Available-to-promise
Available-to-promise (ATP) is the quantity of stock a business can commit to new orders — inventory on hand minus what existing orders have already reserved — the number that prevents selling the same unit twice.
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Join the waitlistCRM pipeline
A CRM pipeline is the ordered set of stages a sales opportunity moves through from first contact to won or lost, giving a team one shared view of every open deal and what it needs to advance.
CSAT (customer satisfaction score)
CSAT (customer satisfaction score) is a metric computed from short post-interaction surveys, typically "How satisfied were you?" on a numbered scale, expressed as the share of positive responses.
Double-entry accounting
Double-entry accounting is a bookkeeping method in which every transaction is recorded as equal and opposite entries in at least two accounts, so total debits always equal total credits and errors surface as imbalance.
General ledger
A general ledger is the central record of every financial transaction a business posts, organized by account, from which the profit and loss statement, balance sheet and every other financial report is derived.
Human-in-the-loop
Human-in-the-loop is a design pattern where an automated system prepares work but a person makes the consequential decision — approving an AI-proposed action, editing a drafted reply, or releasing a queued change.
Knowledge-base grounding
Knowledge-base grounding is the technique of constraining an AI model's answers to content retrieved from a company's own documentation, so responses cite what the business actually knows instead of what the model guesses.
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Join the waitlistLive chat handoff
Live chat handoff is the moment a chatbot transfers a conversation to a human agent, carrying the transcript and context across so the customer does not repeat themselves.
NPS (net promoter score)
NPS (net promoter score) is a loyalty metric from one question — "How likely are you to recommend us?" on a 0–10 scale — computed as the percentage of promoters (9–10) minus the percentage of detractors (0–6).
Prompt injection
Prompt injection is an attack where hostile instructions are hidden inside content an AI system processes — a chat message, an email, a document — so the model follows the attacker's instructions instead of its own.
Sales sequence
A sales sequence is a scheduled series of outreach steps — emails, call tasks, waits and conditional branches — that runs automatically per prospect and stops the moment the prospect replies.
SLA (service-level agreement)
A service-level agreement (SLA) is a commitment to respond to or resolve customer issues within a defined time, tracked by deadline clocks that account for business hours and trigger escalation when breached.
Tenant isolation
Tenant isolation is the architectural guarantee in multi-tenant software that one customer's data can never be read or written by another customer, enforced by scoping every query to the tenant it belongs to.
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