Glossary
The words, in plain English.
- Contact
- One person in your account: a customer, a lead or a supplier. Everything about them hangs off their contact.
- Conversation
- The thread of every message between you and one contact, across text, email, chat, calls and socials.See it on the App map ›
- Pipeline
- Your jobs or deals laid out in stages, like Enquiry, Quoted, Booked, Done. You drag them along as they move.
- Opportunity
- One job or deal sitting in a pipeline, linked to the contact it's for.
- Workflow
- A set of steps that runs by itself when something happens. For example: someone books, so send a reminder the day before.
- Trigger
- The thing that starts a workflow, like a form being filled in, a tag being added or an appointment being booked.
- Action
- One step inside a workflow: send a text, add a tag, wait a day, create an invoice.
- Tag
- A label on a contact, like 'gutter clean' or 'VIP'. Tags let you filter lists and start workflows.
- Smart List
- A saved filter of contacts, like everyone tagged 'past customer' who hasn't booked in a year.
- Round robin
- A calendar that shares bookings out across your team in turn, so no one gets them all.See it on the App map ›
- Booking link
- The web address customers open to pick a time and book you.How to ›
- Embed
- Putting something, like a calendar or form, inside a page on your website so people use it without leaving.
- Custom field
- A box you add to contacts for your own details, like 'roof type' or 'dog's name'.
- Custom value
- A saved piece of text, like your business hours, that you reuse in messages. Change it once and it updates everywhere.
- Knowledge base
- What your AI agents read to answer questions: your FAQs, prices, policies and website.
- Do not disturb
- A setting on a contact that stops marketing messages to them on one or every channel.
- Sending domain
- The web address your emails send from. Setting it up (SPF, DKIM, DMARC) proves the email is really you and keeps it out of spam.How to ›
- Missed call text back
- An automatic text to anyone whose call you didn't answer.How to ›