12. Glossary

Key terms used across Maya and this documentation.

• Widget - the chat interface that appears on your website (popover or full-page).
• AI search - the search-style experience where travelers find trips and answers.
• Knowledge source - any approved content Maya learns from: your website, FAQs, connected systems.
• FAQ - a question-and-answer pair you maintain to steer Maya's answers on specific topics.
• Intent - the type of request a traveler has (inspiration, question, booking), which shapes how Maya responds.
• Handoff - the moment Maya escalates a conversation to your team.
• Lead capture - collecting traveler contact details through a conversation.
• Resolution rate - the share of conversations Maya resolves without human help.
• AI workspace - your control center for reviewing conversations, insights, and feedback.