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 performance, contact performance, conversation 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.