Core concepts - Organization, App, Conversation, Contact

The four building blocks of Convot and how they fit together.

Updated June 11, 2026

Convot has four building blocks. Once these click, everything else in the product makes sense.

Organization

Your Organization is the top-level account - your company. It owns your team members, your billing, and all of your apps and contacts. Everyone you invite joins your organization.

App

An App is a single product you support. Each App has its own:

chat widget (with its own key and branding),
help center, changelog, and roadmap,
bot/AI agent settings,
conversations.

Most teams start with one App. If you ship more than one Shopify app, create one App per product - your team still works from a single shared inbox across all of them. Manage apps under Settings → Apps.

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Your app_id (the App key, like app_3f9c…) is what the widget uses to know which product a visitor is contacting. It’s public and safe to put in client-side code.

Conversation

A Conversation is a single thread between a visitor and your team, scoped to one App. Conversations move through states:

Open - needs attention.
Pending - waiting on the customer (or snoozed with a reminder).
Resolved - done. It reopens automatically if the customer replies again.

Inside a conversation you can reply, leave private notes for teammates, assign it, tag it, and translate it.

Contact

A Contact is a person - a visitor or an identified customer. Contacts live at the Organization level, so the same person is recognized across all of your apps. When your app calls Convot.identify(...), you attach their email, name, and custom data to the contact, which then shows in the conversation sidebar.

How they fit together

Organization
 ├── Team members (agents)
 ├── Contacts (people - shared across apps)
 └── Apps
      └── Conversations
           └── Messages

Conversations and messages are scoped to an App.
Contacts are scoped to your Organization and can appear across multiple apps.
Team members belong to the Organization and can be given access per app and per role.

Next steps

Invite your team
Choose your channels

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