| Skill | A natural-language playbook for one class of problem. Defines when to run, the steps, the allowed tools, and edge-case handling. |
| Tool | A deterministic, code-reviewed function that performs one action on the endpoint. Tools carry risk metadata (risk level, destructive or not, consent required). Skills reference tools; they are never the same thing. |
| Run | One end-to-end execution: request, plan, gated execution, verification, and report. |
| Plan | The explicit, ordered list of tool steps the agent generates from a skill for a specific request, before anything executes. |
| Gate | A point where execution pauses for a human. Types: consent (approve a risky action), preview (see exactly what would change before it does), acknowledgment (confirm an out-of-band step is done), and intake form (provide structured details). |
| Allowed tools | The fixed list of tools a skill may use. The agent cannot reach outside it. |
| Risk level | A tool’s declared impact rating. Higher risk triggers stronger gating. |
| Triage | The fallback flow for issues no skill can fix: diagnose, categorize, prioritize, and route with evidence. |
| Resolution | A run whose fix was confirmed, by verification or by the user. |
| Escalation | A run handed to IT with the diagnostic bundle attached, either because triage routed it or because fixes did not resolve it. |
| Diagnostic bundle | The device evidence attached to a ticket: device context, relevant diagnostics captured at the moment of the problem, steps already taken, and the conversation. |
| Quick action (pill) | A one-click shortcut in the chat UI that starts a common skill (“Fix Email”, “Free up space”). |
| Audit trail | The complete cloud-side record of a run: the plan, every gate decision, every tool result, and the outcome. |
