VowChat Glossary

A comprehensive guide to VowChat terminology and features.

A

Access Token - Application APIs are designed to interact with a VowChat account from a user's perspective. To integrate apps and authenticate to these APIs, you will require a user access_token, which can be obtained from your Profile Settings.

Administrator (Admin) - Administrators are account users who have complete access to all the enabled features. They can control all the account settings, unlike agents.

Agent - An Agent is anyone from your team who can answer customer conversations. An agent has lesser account permissions compared to the administrator.

Agent Status - An agent can set themself as Online, Busy, Offline through their Profile Settings.

API - The APIs (Application Programming Interface) in VowChat enable you to connect more external systems than the UI offers.

Applications - External apps that are natively integrated with VowChat. Setting these up lets you enhance your customer engagement toolset.

Automation - A set of rules an Admin defines to automate specific tasks like assigning agents, adding labels, snoozing conversations.

B

Bots - Automated assistants that can handle customer conversations using predefined rules or AI.

Business Hours - Configured time windows when your team is available to respond to customers.

C

Campaigns - Proactive messages sent to customers based on specific triggers or schedules.

Canned Responses - Pre-written message templates that agents can quickly insert into conversations.

Channels - Different communication platforms (website, Facebook, WhatsApp, etc.) through which customers can reach you.

Contacts - Customer profiles containing conversation history and contact information.

Conversations - Communication threads between your team and customers.

I

Inbox - A container that holds conversations from a specific channel (like website chat, email, etc.).

Integrations - Third-party services that connect with VowChat to extend functionality.

L

Labels - Tags applied to conversations for organization and filtering.

M

Mentions - Notifications when someone tags you using @ symbol in a conversation.

Messages - Individual communications within a conversation.

N

Notifications - Alerts for new messages, mentions, and conversation assignments.

P

Portal - The Help Center website where your knowledge base articles are published.

Profile Settings - Personal preferences and account settings for each user.

R

Reports - Analytics and metrics about conversations, agents, and customer interactions.

Response Time - The time taken to respond to customer messages.

S

SLA (Service Level Agreement) - Defined standards for response and resolution times.

Snooze - Temporarily hiding a conversation until a specified time.

Status - Current availability state of an agent (Online, Busy, Offline).

T

Tags - See Labels.

Team - The collection of agents and administrators in your account.

Templates - Pre-formatted message structures for consistent communication.

W

Website Widget - The chat interface that appears on your website for customers.

Webhook - Automated notifications sent to external systems when events occur in VowChat.