> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decimal.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Key concepts

> The terms you'll meet across Decimal, one line each, with a link to the page that covers them.

## Agents

**Support Agent**: the agent that picks up tickets as they sync from your helpdesk and [answers them](https://docs.decimal.app/agents/support-agent.md) with an investigation behind each one.

**Private agent**: the Support Agent working from everything you've connected, internal data included, and drafting replies for your team to send.

**Public agent**: a second agent that [answers customers directly](https://docs.decimal.app/agents/public-agent.md) from public articles, public repositories, and your status page, with a verifier checking every sentence before it goes out.

**Private agent replies**: lets the private agent [send its own drafts](https://docs.decimal.app/agents/private-agent-replies.md) to customers once they clear your guardrails and confidence threshold.

## Investigating a ticket

**Investigation**: the write-up the private agent leaves for your team on each ticket, following the [sections](https://docs.decimal.app/agents/investigation.md#sections) you define.

**Capability**: one thing the agent can look up while investigating, such as **Logs Investigation**, with its own [switch](https://docs.decimal.app/agents/investigation.md#capabilities) that works independently of the integration behind it.

## Controlling what it says

**Routing category**: a kind of ticket described in your words, plus [which agent answers it](https://docs.decimal.app/agents/routing.md): public, private, or both.

**Reply instructions**: up to 1,000 characters on a routing category that both agents [follow on every reply](https://docs.decimal.app/agents/routing.md#reply-instructions) in it.

**Policy**: a step-by-step [procedure](https://docs.decimal.app/policies.md) the Chat Widget agent follows for one kind of request, like a refund, where the order of the questions is the process.

**Guardrail**: a [check](https://docs.decimal.app/agents/guardrails.md) that holds a private agent reply or payment action as an internal note instead of sending it.

**Voice**: the tab where you set an agent's [tone and signature](https://docs.decimal.app/agents/tone-voice.md).

## Sending to customers

**Preview**: the agent posts what it would have sent as an internal note, and every reply mode and [routing category](https://docs.decimal.app/agents/routing.md#delivery-preview-and-live) starts here.

**Live**: the reply goes to the customer, but only when the agent-wide and category [delivery](https://docs.decimal.app/agents/replies.md#public-agent-replies-to-customers) are both **Live** and the reply clears its checks.

## Running the agent on a ticket

**Run**: one pass of the agent on a ticket, leaving an investigation and a drafted reply, with every run kept in the [ticket's timeline](https://docs.decimal.app/support/ticket.md#review-a-run).

**Deploy agent**: the button on a ticket the agent [hasn't run on](https://docs.decimal.app/support/ticket.md#run-the-agent) yet, such as one your skip rules caught.

**Re-run**: runs the agent again with added instructions, attachments, or a different set of messages, from the [ticket's action bar](https://docs.decimal.app/support/ticket.md#re-run-the-agent).


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