Key Concepts

Before diving deeper into Ares, it helps to understand the core concepts that power the platform.

Tenant

A tenant represents your organization in Ares. Each tenant has its own isolated data — conversations, tickets, settings, users, and inventory. Everything you do in the dashboard is scoped to your tenant.

Conversation

A conversation is a chat session between a visitor and your AI agent (or a human agent after handoff). Conversations contain messages from the visitor, AI responses, and any agent messages. Each conversation has:

• A status — active, escalated, or ended
• Visitor info — name, email, and browsing context
• Turn count — how many messages have been exchanged
• Activity level — low, medium, or high based on turn count

Handoff

A handoff is when a human agent takes over a conversation from the AI. The handoff workflow has three stages:

1. Join — an agent requests to take over the conversation
2. Accept — the handoff is confirmed and the agent is now active
3. Release — the agent returns control to the AI, or ends the conversation

Ticket

A ticket is a support case that tracks an issue from creation to resolution. Tickets can be created manually or automatically when an agent handoff occurs. Each ticket has:

• Status — Open, In Progress, Pending Customer, Resolved, or Closed
• Priority — Low, Medium, High, or Urgent
• Assignee — the agent responsible for resolution
• SLA targets — first response time and resolution time based on priority

Channel

A channel is a messaging platform where your AI agent can reach customers. Currently supported:

• Web Chat — the embeddable widget on your website
• WhatsApp — via Meta Business API or Twilio integration

Domain & Site Key

A domain is a whitelisted website where your chat widget is authorized to run. Each domain is issued a unique site key that links it to your tenant.

Next Steps

• Quick Start Guide — set up your first agent
• Conversations — learn to manage live chats
• Tickets — understand the ticket lifecycle