Glossary of Terms

API: Application Programming Interface, a connection that allows two unrelated programs to interact with each other. They are similar to Webhooks but have different uses.

Analytics: Measurements of key performance indicators (KPIs) in Channel Automation.

Broadcasts (Alt text blasts, email blasts): A one-time message or set of messages to go out to a predefined audience.

Contact (Previously Bot User or User): The person you are talking to in Live Chat.

Live Chat: Where agents converse with contacts.

Local Number (alt. Bot Number): The phone number tied to a specific channel. Typically, each market is targeted with a phone number that uses a local area code.

Sequence: A predefined series of subflows, scheduled to go out after predefined delays.

SMS/MMS: Short Message Service (plaintext) and Multimedia Messaging Service (photos, videos, etc). These are what Channel Automation uses when texting contacts.

Triggers: A signal for Channel Automation to begin a specific subflow.

Webhook: A method to push data from one application or website to another. They are similar to APIs but have different uses.

Workflow: A type of subflow specifically for backend tasks that can be repeated in multiple subflows.

Workspace: The entire account attached to a business. All channels, members, etc are located within a workspace.