> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apyconnect.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> ApyConnect's terms, explained in one line.

| 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.                                                          |

<Note>
  Missing a term? Ask **Mia** inside the app. See [Mia](/en/ia/mia).
</Note>