| Term | What it is |
|---|---|
| Workspace | Your account in ApyConnect: channels, contacts, team, and data, all inside. |
| Channel | The path people write to you through (WhatsApp, Instagram, Messenger, Telegram, email, web chat). |
| Inbox | Where the conversations from one or more channels land. Can be chat or ticket mode. |
| Queue | The line that distributes an inbox’s conversations among the agents. |
| On Queue / Off Queue | Your status: whether the system is offering you conversations or not. |
| Offer | The conversation the system offers you to accept or reject. |
| Capacity | How many conversations an agent can handle at once. |
| Conversation | The thread of messages with a contact over a channel. |
| Contact | The person you’re talking to, with all their channels unified. |
| Company | A grouping of contacts from the same organization. |
| Segment | A dynamic list of contacts that meet certain conditions. |
| List | A fixed group of contacts, usually imported, for campaigns. |
| Tag | A colored mark to classify contacts and conversations. |
| Ticket | A support case with formal tracking (type, status, priority). |
| Template | A WhatsApp message with a Meta-approved format, to start conversations. |
| 24-hour window | The time after the customer’s last message in which you reply on WhatsApp without a template. |
| Campaign | Sending a message to many contacts at once. |
| Wrap-up code | The reason you record when closing a conversation. |
| SLA | A service-time agreement (for example, respond in under 1 hour). |
| CSAT | The satisfaction rating the customer leaves. |
| Mia | The AI assistant that helps you while you handle conversations. |
| AI agent | An AI assistant that handles an inbox on its own. |
| Role | The set of permissions of a team member. |
Missing a term? Ask Mia inside the app. See Mia.