# Core concepts > The main terms in Conclude, from organization and workspace to app, ticket, agent and deployment, with a link to more detail for each. Canonical HTML page: https://conclude.io/doc/platform/concepts/ Last updated: 2026-11-02 --- Conclude has three layers. Connect links conversations at the bottom, Apps add structured work on top of it, and Agents add AI assistance at the top. This page explains the terms you will see across all three. Each term links to a page with more detail. ## Accounts, workspaces, and identities An **account** represents your organization in Conclude. Administrators enable capabilities and manage access. A **workspace** connects Conclude to a collaboration environment: a Slack workspace or a Microsoft Teams environment. Work happens in its channels and chats. A person can have identities on more than one platform. Linking those identities lets Conclude recognize the same person across environments. Signing in, installing Conclude, and granting permission to a channel are separate operations. See [accounts and workspaces](https://conclude.io/doc/admin/organization/). ## Connections join conversations A **connection** links two or more channels or chats, usually one in Slack and one in Teams. Messages, threads and files sync between them. Connect has three modes: - **Internal** — both channels belong to your organization, one in Slack and one in Teams. Conclude is installed on both platforms. See [Internal](https://conclude.io/doc/connect/internal/) - **External** — the other channel belongs to a customer, vendor or partner. You invite them by email, one channel pair at a time. Each company approves Conclude on its own platform. See [External](https://conclude.io/doc/connect/external/) - **Bridge** — a lasting link between two organizations, set up with one invitation. After that, either side can share channels, and the other side can connect to them. See [Bridge](https://conclude.io/doc/connect/bridge/) A connected channel doesn't need an app, and an app doesn't need a connection. When you install an app in a connected channel, you get [Connected Apps](https://conclude.io/doc/connect/connected-apps/). ## Apps define how work is handled ![A template is installed as an app in a channel, and the app creates individual tickets](https://conclude.io/images/doc/figures/app-model.svg) *Figure: An app defines one type of work. Each ticket is one item of that work.* - **Template** — a ready-made app that isn't installed anywhere yet. It is either built in or saved by your organization. Installing it gives the channel its own copy, so later changes to the template don't affect it. See [Templates](https://conclude.io/doc/apps/templates/) - **App** — a template installed in one channel. It decides how tickets are created, which fields they have, who takes part and what happens automatically. You set it up in the [app editor](https://conclude.io/doc/apps/editor/). See [Apps](https://conclude.io/doc/apps/) - **Ticket** — one item of work in an app. People create it, comment on it and conclude it. An app can give tickets its own name, such as *request*. The technical reference calls a ticket an *activity*. See [Lifecycle](https://conclude.io/doc/apps/lifecycle/) and [Activity states](https://conclude.io/doc/reference/statuses/#activity-states) - **Attribute** — a field that every ticket in an app has, such as a title or a deadline. See [Attributes tab](https://conclude.io/doc/apps/editor/attributes/) and [Reserved attribute names](https://conclude.io/doc/reference/attributes/#reserved-attribute-names) - **Role** — who is involved in a ticket and what they can do, such as the person who owns it. See [Roles tab](https://conclude.io/doc/apps/editor/roles/) and [Role expressions](https://conclude.io/doc/reference/macros-and-roles/#role-expressions) - **Trigger** — something the app does automatically when a ticket is created, commented on, edited or concluded. See [Automation](https://conclude.io/doc/apps/automation/) and [Trigger events](https://conclude.io/doc/reference/triggers/#events) ## Agents add AI teammates to channels and apps - **Agent** — an AI teammate that belongs to your organization, not to an app. You create agents in the Admin console. Each agent has its own user and can work in several apps and channels. See [Agents](https://conclude.io/doc/agents/) - **Deployment** — an agent's place in a channel. Each deployment has a mode, which also covers the tickets of the channel's app: - *Mention:* the agent answers when someone @mentions it - *Conversational:* the agent also answers when someone writes its name - *Autonomous:* the agent reads every message and decides whether to answer - *Off:* the agent stays in the channel but doesn't answer See [The mode](https://conclude.io/doc/reference/agents/#the-mode). Agents don't need Connect or an app. A plain channel is enough. ## Where you manage it - **Dashboard** — Conclude's web app. You sign in with Slack or Microsoft, and you manage tickets, apps and connections there. See the [Dashboard quickstart](https://conclude.io/quickstart/dashboard/) - **Admin console** — the part of the Dashboard that only admins can open. Admins use it to turn on Connect, Apps and Agents, manage users and billing, and set up workspaces. See [Administration](https://conclude.io/doc/admin/) Next, read [Architecture](https://conclude.io/doc/platform/architecture/) to see how Conclude works with Slack and Microsoft Teams. If you are an admin setting up Conclude, go to [Set up Conclude](https://conclude.io/doc/setup/).