How Zimmer Works

Workspaces and agents

Everything in Zimmer lives inside a workspace. A workspace belongs to a company or brand and contains all your agents, knowledge bases, and data.

An agent is a single AI-powered experience — one chatbot, one use case, one deployment. You can have multiple agents in a workspace. For example: a product advisor on your homepage and a support agent on your help page.

Templates and the visual layer

Each agent has a template — the visual appearance users see. It includes the hero section (banner image or carousel, headline, subtitle), the chat widget styling, quick reply buttons, and product cards.

You customise templates in the Template Studio. Changes are drafts until you publish.

Journeys and the conversation layer

A journey defines how a conversation flows. It's a visual node graph — you connect nodes like greeting → question → AI response → product card. The journey controls when the AI speaks freely, when it collects data, and when it shows a product.

Each agent has one active journey at a time.

Knowledge and data

Agents pull from two types of knowledge:

Knowledge Bases hold unstructured content — website pages, PDFs, FAQs, policies. The AI uses semantic search (RAG) to find relevant answers.

Product Catalogs hold structured data — products, plans, rooms, menu items. The AI uses this to recommend specific items and render product cards.

Both live at the workspace level and can be shared across multiple agents.

Publishing

Agents exist in Draft or Published state. Drafts never affect the live experience. When you publish, the current configuration goes live and your agent gets a landing page URL and widget embed code.