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Get to know key concepts to master live chat at ChativeIO

In this article, you will learn about some commonly used term and their definitions in the ChativeIO platform. This list helps you get familiar with words and phrases that typically appear while using ChativeIO.

Agent

The agent is a chat agent (a human staff or chatbot), who can access basic features in the ChativeIO live chat system. You can invite them into your organization to help your business support customers and assign them directly into conversations in the Inbox.

Keep reading Teammate roles

Keep reading: Teammate roles

Admin

Admin is one of the roles you will assign to your teammate when you invite them into your organization. The admin will be able to access all the features and settings just like the owner.

Keep reading: Teammate roles

Owner

The owner is the organization's creator. You will be able to access all app features and invite other teammates to manage the organization with you. One organization can only have one owner.

Keep reading: Teammate roles

Action

Action is your behavior while using the live chat system, such as adding users into campaigns, assigning a conversation to an agent, unassigning agents, etc.

Assign

Assign is an action that allows you to add a specific agent to a specific conversation so that they could take care of that customer. After assigning the agent, the conversation will be moved to the agent's individual Inbox.

Active

Active describes the invited teammate status. When you invite your teammate into your organization, their status will be "active" if they already have Chative account.

Keep reading: Invite teammates into the organization

Channel

The platform that you want to connect with Chative such as website, Facebook page, etc. Channel is the gateway to connect your customers to our live chat system.

Contact

Contacts are the users who engage with your organization via live chat. Each user who interacts with your live chat is counted as one contact. There are three types of Contact in Chative, which are: Guest, Lead, Customer.

Keep reading: Type of contacts

Chatbot

Chatbot is an artificial intelligence (AI) program that allows your business to build a pre-conversation flow. It helps your agents automate conversations and fasten the support process. In Chative, you can have more than one chatbot for one channel and assign them as an agent at any time you want during the conversations.

Form Chat

Form Chat is one of Chative live chat modes. You can add the live chat directly and use it inside the website as its content. You can even change its background, and color to make it more attractive.

Keep reading: Customize your live chat

Landing chat

Landing chat is one of Chative live chat modes. This mode allows you to put the live chat as a full-page webpage without any other content.

Keep reading: Customize your live chat

Customer

Customer is the one who uses your product and has his or her product ID from logging into your business's websites or platforms. This information can be captured and transferred to Chative using our live chat API.

Keep reading: Type of contacts

Conversation

A conversation happens when your customers from your platforms such as websites or Facebook pages send messages via the live chat window. You can see your conversations in your Chative Inbox and assign an agent to reply to your customers. After that, the agent and your customers can continue to communicate there.

Guest

Guest is an unknown contact who visits your site without leaving any personal details such as name, email, or phone number.

Keep reading: Type of contacts

Live chat

Live chat is referring to the platform that supports real time conversations. You can directly communicate with your customers who are browsing your website, Facebook page,...and support them quickly.

Lead

Lead is the Contact who has interacted with your business' live chat and left their personal information such as name and email or name and phone number. The data will be saved in that Contact profile.

Omni-Channel Inbox

Omni-Channel Inbox is a shared inbox that accepts messages from all supported channels such as Facebook Messenger, website, etc.

Organization

The organization is the place where you and your teammate can create and manage all your live chat channels. Each organization is independent and separate from others. You can simply switch between organizations you were added to by clicking on your avatar icon.

Report

The report is where you can find the performance of your organization. In Chative, you will find the report of your live chat, chatbot, and team performance. These reports are extremely useful for business' managers in the process of making decisions.

Keep reading: Team performancecontact performanceconversation performance

Translation

You can translate the languages of your live chat channel to match your customer languages. The live chat will base on customer browser language to give out the corresponding language.

Keep reading: Translation setup

Tag

Tag is the feature that allows you to categorize customers into the group that you want, for example, happy customers, loyal customers, etc. And you can filter them in your contacts feature.

Keep Reading: Custom Tag

If the words you are trying to find are not defined here, please contact us through our support channels, we will explain them to you and add them to the list.