# Glossary URL: /glossary Type: reference Description: Definitions for the main Stylo terms used across setup, assist, knowledge, integrations, and automation docs. Keywords: glossary, terms, definitions, terminology Quick definitions for the Stylo terms you'll meet across these docs. When a word is used two ways in the wider world, this page says which meaning Stylo uses. Overloaded and retired terms [#overloaded-and-retired-terms] A few terms used to drift across the product and docs. These are the canonical resolutions. Assist vs. Workflow Builder [#assist-vs-workflow-builder] **Assist** is the agent-facing sidebar that drafts and adjusts replies inside the helpdesk. The **Workflow Builder** is the block-based editor where admins author multi-step **Workflows**. They are different surfaces — Assist is where agents work a ticket; the Workflow Builder is where automations are built. Response Workflow vs. Workflow Builder [#response-workflow-vs-workflow-builder] These are two separate surfaces under the **Workflows** area of the navigation: * A **Response Workflow** generates a contextual reply for a ticket. * The **Workflow Builder** is where you author **Workflows** — broader, multi-step, block-based automations that can do more than generate a reply. The word "automation" is the general concept and not a named surface — prefer the specific term. In particular, **background automation** and **progressive automation** are concepts that belong to *Response Workflows* (an execution mode and a rollout strategy), not to the Workflow Builder. Copilot (retired) [#copilot-retired] "Copilot" is no longer used in Stylo docs. It was overloaded across agent assist and workflow authoring, which confused both customers and AI tools. Use **Assist** for the agent-assist sidebar, and **Assist suggestion** for a pre-generated reply surfaced for review (formerly "Copilot suggestion"). If you arrived here searching for "Copilot," see [Assist](#assist). Core workspace terms [#core-workspace-terms] Workspace [#workspace] The Stylo environment your team uses to manage settings, knowledge, integrations, and workflows. Member [#member] A person who has access to a Stylo workspace. Viewer [#viewer] A workspace role for someone who needs visibility without broader operational control. Agent [#agent] A workspace role for someone doing day-to-day support work with Stylo. Admin [#admin] A workspace role for someone who manages workspace settings, access, and operational configuration. Owner [#owner] The highest workspace role. Ownership is not assigned through the standard invite or join-link flows. Invitation [#invitation] A direct email-based access path for adding one person to a workspace with a selected role. Join link [#join-link] A shareable access link that lets anyone with the link join a workspace with a preset role while the link remains active. AI assistance terms [#ai-assistance-terms] Assist [#assist] The agent-facing Stylo sidebar inside the helpdesk that drafts, adjusts, and translates AI-generated replies. Agents review, edit, and send every response. (Formerly sometimes called "Copilot.") Assist suggestion [#assist-suggestion] A reply that Stylo pre-generates from a Response Workflow and surfaces in the Assist sidebar for an agent to review. (Formerly "Copilot suggestion.") Draft [#draft] An AI-generated response suggestion that a human can review, edit, approve, or send depending on the workflow. Grounding [#grounding] Using connected knowledge and system data so an AI response is based on real source information instead of unsupported guesses. Brand Settings [#brand-settings] The workspace settings that define tone, response rules, banned phrasing, and language behavior for AI outputs. Context Engine [#context-engine] The retrieval and context assembly behavior that determines what information Stylo feeds into AI generation. Knowledge terms [#knowledge-terms] Knowledge base [#knowledge-base] A collection of connected or uploaded content that Stylo can search and use for grounded responses. Document [#document] An indexed record inside a knowledge base that Stylo can search and retrieve. File [#file] A raw uploaded asset, such as a PDF, DOCX, or TXT file, that can be processed into searchable knowledge. Sync [#sync] The process of pulling or refreshing content from a connected source into a knowledge base. Sync Status [#sync-status] The current state of a knowledge base sync, shown as idle, syncing, or error in the product. Query Mapping [#query-mapping] The review workflow for turning real support conversations into stronger retrieval mappings. Integration terms [#integration-terms] Integration [#integration] A connection between Stylo and another system your team uses, such as Zendesk, Shopify, Stripe, Slack, or Linear. Managed API [#managed-api] An API-backed integration that is configured and maintained inside Stylo for workflow use. MCP server [#mcp-server] An integration endpoint that exposes tools and capabilities to Stylo through the Model Context Protocol. Connection status [#connection-status] The current health state of an integration, such as connected, degraded, auth expired, disconnected, or error. OAuth [#oauth] A connection method where you sign in to an external provider and grant Stylo access through that provider’s authorization flow. API key [#api-key] A secret value entered into Stylo to connect certain integrations directly. Workflow terms [#workflow-terms] Response Workflow [#response-workflow] An AI-powered response template and decision layer that generates contextual replies for support work. Workflow [#workflow] An automation built in the broader workflow builder. Workflows can run multi-step logic beyond response generation. Workflow Builder [#workflow-builder] The Stylo block-based editor for building Workflows from blocks, variables, and connected systems. Trigger [#trigger] The event or starting condition that causes a workflow or execution to begin. Execution [#execution] A recorded run of a workflow. Execution History [#execution-history] The view that lists recorded runs for one workflow. Execution Detail [#execution-detail] The detailed record for one workflow run, including status, summary, errors, and event timeline. Approval [#approval] A human review step that pauses a workflow until someone approves or rejects the next action. Backlog run [#backlog-run] A bulk run that applies a response workflow across a backlog of matching tickets instead of a single live event. Escalation rule [#escalation-rule] A rule that prevents Stylo from responding automatically when a human should take over. Automation and rollout terms [#automation-and-rollout-terms] Copilot suggestion (retired) [#copilot-suggestion-retired] Renamed to [Assist suggestion](#assist-suggestion). "Copilot" is no longer used in Stylo docs. Background automation [#background-automation] An execution mode where Stylo generates, checks, and sends responses without agent involvement. Progressive automation [#progressive-automation] The rollout approach of starting with review-heavy workflows and increasing automation only after the workflow proves reliable. Voice Intelligence [#voice-intelligence] The Stylo feature area related to Zendesk call processing and voice-specific operational workflows. Related [#related] * [Getting Started](/getting-started) * [Workspace Overview](/workspace-overview) * [Response Workflows](/response-workflows) * [Security and Data Handling](/security-and-data-handling) * [Troubleshooting](/troubleshooting)