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Key Concepts

The Link AI mental model: workspaces, agents, Work, Ally, procedures, workflows, and integrations.

Link AI has two halves. Agents talk to your customers and take action. Work is where agents and your team share the results: conversations, board items, orders, bookings, and forms. Ally is your personal agent across both. Everything lives inside a workspace.

How it works

A customer calls, chats, or sends a DM. An agent answers on that channel.
The agent uses its instructions and knowledge to reply, and its actions to do things: book a slot, take an order, open a ticket.
When a condition is met, a procedure walks the agent through several actions in order, such as qualifying a lead and creating an item on a Leads board.
The conversation lands in Inbox, and what the agent created shows up in Work: boards, orders, calendar, forms, and tickets.
Workflows react to events in the background, and Ally helps you and your team act on all of it.

Glossary

Term	What it is	Where in the app
Workspace	Container for one business or team: agents, data, members, billing	Workspace switcher, Settings
Agent	An AI that talks to customers on your channels	My Agents
Instructions	What the agent does and how it behaves, up to 10,000 characters	Agent page, Agent tab
Knowledge source	Files, URLs, crawled sites, and text the agent searches	Knowledge Base
Action	One tool the agent can use, such as Calendar or Orders	Agent page, Actions tab
Procedure	A step-by-step playbook the agent follows when a condition is met	Agent page, Procedures tab
Channel	Where the agent talks: phone, web, WhatsApp, Instagram, and more	Agent page, Deploy tab
Agent model	The model behind the agent, such as Link Core Smart	Agent page, Brain tab
Inbox	Every conversation from every channel in one place	Inbox
Board and item	A shared list of work, such as Leads, and the records on it	Boards
Workflow	Trigger then steps, run without a conversation	Workflows
Ally	Your personal agent for running the workspace	Home, Chat, WhatsApp
Integration	A connection to another tool, such as Shopify or Outlook	Integrations

Workspace

A workspace holds your agents, contacts, calendars, phone numbers, and integrations. Each one has its own plan and trial, its own members with roles (Owner, Admin, Member, Viewer), and its own data. Use separate workspaces for separate businesses, brands, or clients. See Workspaces.

Agents

An agent talks to your customers on your behalf. Create one agent per job, such as support, sales, or bookings. Each agent has:

Instructions: its role, rules, and tone. Set Persona and Always do / Never do rules on the Agent tab. See Prompting Tips.
Knowledge source: the content it searches to answer. Train the source, then assign it to the agent. Product catalogs live in Orders, not the knowledge base. See Knowledge Base.
Actions: the tools it can use, such as Smart Forms, Smart Tickets, Calendar, Orders, email, and web search. See Actions.
Procedures: playbooks it follows when a condition is met. See Procedures.
Channels: phone, web chat, web calls, WhatsApp, Instagram, Messenger, SMS, Slack, and Outlook. One agent can run on all of them. Web channels only load on domains you allow. See Channels.
Model: Link Core Smart for accuracy, Link Core Fast for speed, or Link Health Smart and Link Health Fast for HIPAA-compliant healthcare use. See Models.

Agent Vision is optional and lets the agent understand images customers send.

Actions, procedures, and workflows

These three are the most common source of confusion. The short version: an action is a tool, a procedure is a playbook, and a workflow is an automation.

	Action	Procedure	Workflow
What it is	One tool the agent can use	Ordered steps the agent follows	Trigger then steps
Runs inside a conversation	Yes	Yes, or on a board item	No
Who decides when	The agent, based on the conversation	A condition you write, or an event such as something happening on a board	The trigger event
Example	Book a slot on the calendar	Qualify a lead, create a Leads item, get a teammate's approval	New Meta lead creates a Leads item and calls a representative

Use an action when the agent needs a capability. Use a procedure when a job takes several actions in a set order and you want it done the same way every time. Procedures can include approval steps, where named teammates approve or reject. Use a workflow when something should happen automatically after an event, with no conversation involved.

See Actions, Procedures, and Workflows.

Work

Work is where agents and your team share the job. Agents create and update records here, and your team picks them up.

Inbox: calls and every channel in one inbox, with full conversation history per thread.
Boards: shared lists such as Leads, Pipeline, or Projects. Each item has a status, assignee, due date, properties, documents, and an activity feed.
Contacts: everyone your agents and team have talked to.
Orders: your product catalog and the orders agents take.
Calendar: availability and bookings.
Smart Forms: structured information agents collect.
Smart Tickets: escalations for a person, kept as a pinned board.

Ally

Ally is your personal agent. Talk to it in Home and Chat, on WhatsApp, or by mentioning @Ally on a board item. It knows your workspace, acts with your role, and asks for approval before it sends anything. Ally also builds agents for you. See Ally.

Integrations

Integrations connect Link AI to the tools you already use: Meta and WhatsApp for channels, Shopify and Stripe for commerce, Outlook and Gmail for email, Google Calendar, Slack, Monday, Zoho, and more. Connect a tool once for the workspace, then turn it on where you need it, such as Outlook on an agent's Deploy tab. See Slack and the rest of the Integrations section.

Next steps

Quickstart

Build, test, and deploy your first agent in about 10 minutes.

Procedures

Turn your SOPs into steps an agent follows.

Boards

Share leads, projects, and requests between agents and your team.

Inbox

Every call and message in one place.