Concepts

Core ideas worth modelling before you write code. Each topic is self-contained — skim the one you need.

• Architecture — How the widget, the ScaiBot API, the inference layer, and the knowledge index fit together.
• Knowledge and RAG — How documents become grounded answers — managed knowledge, linked ScaiMatrix collections, indexing, retrieval, citations.
• Escalation — When and how the bot hands off — triggers (keyword, intent, sentiment, confidence, explicit), actions (email, webhook, Slack, queue).
• Tone — Configure how the bot talks — formality, verbosity, empathy, vocabulary, scope — without writing a system prompt.