Glossary

The terms Razviel uses in its product and in these docs, in the form they are used today.

Brands

• Workspace — one Shopify store in Razviel, with its own data, setup, team and subscription. A store is linked to one workspace permanently.
• Charter — the rules that decide what the AI may do for your customers: for each case and each customer segment, the actions allowed and the limit of each one. The Services Agreement calls it the Charter Matrix.
• Customer segment — a group your policy can treat differently. There are nine: eight based on purchase history, plus Default for a customer who cannot be identified.
• Policy Gate — the control that checks every money action against your Charter before it is carried out. It runs in deterministic code, outside the AI model.
• AI resolution allowance — the number of tickets the AI may resolve on its own each month under your plan. Escalated tickets do not count.
• Core and Custom — the two plans. Core is the base plan; Custom is Core with more AI resolutions, more Human Nodes, or both.
• Channel routing — the share of each channel, from 0 to 100 percent, that reaches Razviel.
• Capture and processing — capture is your whole support volume, including what your team resolves on its own; processing is the share Razviel handled.
• Escalation — sending a case to whoever should decide it: a Human Node, or your team in your own helpdesk.

The AI

• AI agents — the six AI agents who answer your customers, one per shift, each with a name. The customer sees the agent's name.
• Aria — Razviel's own AI. It helps you and Human Nodes use the platform, and it leads the conversation that sets up your Charter.
• AI Manager — the AI that guides a Human Node through a case in the Console, one card at a time: the Node decides, and the AI Manager writes the message drafts and carries out the action.
• Resolution Score — the score from 0 to 10 that measures how well each ticket was resolved.

Human Nodes

• Human Node — an independent service provider under contract with Razviel, who applies judgment to cases the AI has prepared.
• Module — a defined block of service, for one brand, that a Human Node confirms on their own. The two daily modules are Atlas and Apollo.
• Console — the only place a Human Node works on tickets.
• Coverage Bonus — the part of a Human Node's module pay tied to completing the day.
• Fleet — the screen where a brand sees who serves it, AI and Human Nodes, and uses its controls over each Human Node.

Affiliates

• The Program — Razviel's referral program for independent affiliates.
• Referral Identifier — the code that attributes a new subscription to an affiliate, recorded when the subscription is created.
• Commission — what an affiliate may be paid on each payment Razviel receives from a Referred Customer.
• Net Revenue Received — the base of the Commission: what Razviel actually received, after discounts and net of fees, taxes and refunds.
• Referred Customer — a brand whose subscription was attributed to an affiliate.

Screens of the brand dashboard

• Pulse — the overview of your operation, with its six cards.
• Signal — your tickets, live, and the archive of every one.
• Cortex — the intelligence score of your brand's AI.
• Ledger — your reports and the Executive Deck, read inside the dashboard.
• Intelligence — four canvases, each answering one question about your support.
• Settings — setup: integrations, AI setup with Aria, Charter, traffic allocation and your plan.
• Team & Access — the members of your workspace and their roles.