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Definitions for terms used across MessageBird's Engagement Platform
In Flows, an action is a task performed by a flow when it runs. Actions can be organizational tasks, such as branching the flow when certain conditions are met or reformatting a number or date, or event-based actions such as replying to a WhatsApp message or updating a lead's details in HubSpot.
An attachment is a file that is added to a message when it is sent, such as a PDF or a word document.
Authentication is the process of verifying the identity of a user, account, or connector, in order to ensure that data is being shared only with authorized people or tools.
When building message templates, a block is a customizable pre-set section that can be used as a building block to add content to message templates.
A bundle is a group of plans and contracts that our team has put together for you so that you can use MessageBird's products.
A channel instance refers to a specific version of a channel. For example, when you add a new channel like WhatsApp, you choose a specific instance to connect to, such as a particular WhatsApp number. To add more WhatsApp numbers, you can create additional WhatsApp channel instances.
The channels marketplace is where you can browse the channels that we support, and install them.
In Inbox, when a conversation is closed by an agent, this means that the issue has been resolved, the question has been answered, or the sale has been made, and the agent doesn't expect to have any more interaction with that customer.
A contact is a person that you have in your database.
A contact profile contains information about a specific contact, including their browsing and purchasing history, their contact information, and additional information such as preferred channels for communication and which language they speak.
When building message templates content is the body of the message that you are sending, including things like text, images, files, and other elements.
Conversation history is a record of all of the messages that have previously been exchanged during a conversation.
In order for a conversation to take place, people have to be talking! Anyone who is in a conversation, such as a customer, or any agents that might be present, is known as a conversation participant.
Data compliance is the process of ensuring your business complies with laws, regulations, and standards about how your customer's data is stored and processed.
Debugging is the process of identifying and fixing errors in your flows and automations.
A directory is a searchable list of contacts.
Engagement is a measure of how many customers have interacted with a campaign.
An entry point is a means through which customers can access a way to contact you, such as via Google search results, social media platforms, or web pages.
An escalation path is used when a customer's inquiry is urgent, or when it needs to be handled by a human agent instead of a chatbot.
A fallback is a backup message, route, or language that we will default to if the input is not expected or planned for.
In Inbox, a feed is a place where conversations and other feed items are grouped together. Feeds essentially act as folders, organizing and grouping conversations to make them easier for agents to navigate through.
Flows are automations. At their core, every automation works as follows: ‘When this happens, do that’. Flows can also use AI.
Handle is a term that is used to describe the process of processing data, or managing a conversation.
Projects can be localized into the languages that your customers use. Content, such as images in message templates, can also be adapted for different locations.
MessageBird offers a variety of channels and connectors that you can install. You can discover which channels and connectors we support by browsing their respective marketplaces from your dashboard.
A message refers to a piece of information that is exchanged through a channel, such as SMS or WhatsApp. Messages can be text-only or contain rich media such as images, GIFs, attachments, quick reply buttons, or link buttons.
Message templates are customizable, reusable messages that you can send on any installed communication channel.
A number is either a physical or virtual identifier that can be used to make or receive calls. You can purchase numbers directly from MessageBird. All numbers have different capabilities, so make sure you check carefully before purchasing.
Omnichannel is a customer-focused approach that integrates multiple communication channels, including websites, connectors, and channels like WhatsApp and SMS. It aims to deliver a seamless and consistent experience, allowing customers to interact across these channels without losing information.
Sometimes used interchangeably with 'Sender', 'Originator' refers to the entity or individual who initiates or sends a message or communication. The originator can be a number, email address, or agent responsible for initiating communication and delivering a message to the intended recipient or recipients.
In a conversation, a participant is someone who is part of that conversation. Participants can be contacts or agents.
A project is an experience such as a message template that you can create, edit, publish, and deploy.
Reach refers to the total number of unique individuals exposed to a marketing campaign within a specific timeframe.
A recipient is the person that receives a message. They are the intended target or audience for the information being sent.
A reply is a message that is sent in response to another message.
Rich media refers to message content that combines interactive elements like images, videos, buttons, and carousels to create an engaging user experience.
In Inbox, routing refers to the process of directing a customer inquiry to the appropriate agent or team for handling. It ensures efficient handling of tickets by assigning them to the right resources or agents based on factors like inquiry type, skills, or workload.
Sometimes used interchangeably with 'Originator', 'Sender' is a less-technical term for the entity or individual who initiates or sends a message or communication. The originator can be a number, email address, or agent responsible for initiating communication and delivering a message to the intended recipient or recipients.
In Inbox, a skill represents an agent's specific area of expertise or language. Skills allow agents to effectively handle certain types of inquiries based on their training and knowledge. Routing based on agent skills ensures that customer inquiries are directed to the most suitable agent for efficient and specialized assistance.
Spam refers to unwanted and unsolicited electronic messages, typically sent in bulk. These messages are often promotional and sent without the recipient's consent or desire to receive them. Spam can include email, text messages, or other digital communications and is generally considered a nuisance.
Synchronous refers to real-time communication where participants interact immediately and continuously, allowing for instant exchanges of messages. A phone call between a contact and an agent is an example of a synchronous channel.
Unsubscribe refers to the process of opting out of future marketing communications.
Verification is the process of confirming a customer's identity. This is often done through two-step verification, which provides an additional layer of security beyond just a username and password.