Core concepts
The handful of terms used across LLDTEK: agents, threads, runs, tools, handoffs and the operating brief.
A few words come up on every page of these docs. This page defines them once.
#Agent
An agent is a specialist with one job. LLDTEK has five: front desk, recovery, rebooking, reviews and live floor. Each agent gets only the permissions its job needs. Checking availability, for example, does not need the right to cancel.
The agents share one brain. What the front desk learns about a client is available to rebooking the next time, so nothing has to be explained twice.
#Thread
A thread is one customer's conversation across every channel. They call, the conversation continues as a text, the visit lands on the calendar, the follow-up goes out. One customer, one context.
Do you have anything for a colour tomorrow afternoon?
Mai has 2:00 or 4:15 tomorrow. I'll text you both options so you can pick.
thread continues on SMS · same context
4:15 please
book_visit → Mai · tomorrow 4:15 · confirmation sent
#Run
A run is one piece of work an agent did: answering a call, filling a slot, sending a review request. Every run ends in one of five outcomes, which you can see in the run history.
| Outcome | Meaning |
|---|---|
| Completed | The job finished as the rules describe, for example a booking written and confirmed |
| Refused | The agent correctly said no, for example a slot that does not exist |
| Handed off | A rule told the agent to stop and pass the thread to a person |
| Corrected | Someone on your team fixed the result afterwards |
| Abandoned | The customer stopped replying before the job finished |
#Tool
A tool is an action an agent can take on a connected system: check_availability, book_visit, send_review_ask and so on. Tools are what make an agent different from a chatbot. An answer is not the job; a booking in your calendar is.
Agents only call the tools listed in their operating brief, against the systems you connected in the Connect step.
#Handoff
A handoff is the moment an agent stops and passes the thread to a named person on your team, with what the customer asked, what was already checked and what should happen next. Handoff conditions are written as things you can observe, like a disputed charge or an off-menu request, never as "when the agent is unsure". See Handoffs.
#Operating brief
The operating brief is a one-page description of each job: its trigger, goal, inputs, allowed actions and stop conditions. It is written in plain language, your team signs off on it, and it is the source we change when something needs fixing. See Rules & knowledge.