Omnichannel Glossary

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24/7 Support

A support service that is provided 24 hours a day and 7 days a week. Set up your Assistant Chatbot to take care of your inquiries while you’re offline.

A

Ampersat (@)

This sign @ is commonly used as a shortcut for a Paldesk Signature.

Active user

A user that has logged into your product recently. This is defined by default 30 days.

App

An extension of a Paldesk product or channel that connects Paldesk with another platform. Some apps are visible from inside Paldesk, while some work in the background.

Article

A content type in a knowledge base. Articles are designed to hold answers to the questions your customers ask and search for, as well as product guidance and best practice advice. They can be added to collections as part of a public knowledge base, or you can add them to conversations.

Assignment

The act of allocating conversations or tasks to any teammate or another team in your company. Usually involves a transfer of importance or urgency within a team.

Administrator

Users with additional privileges to manage and customize Paldesk teams and groups. Administrators can be assigned tickets like agents, but they may also regulate or chance additional settings for the entire team or account.

Agent

The bulk of your support and sales staff. They are assigned tickets and interact with customers as needed to resolve support issues or be on the sales front. The agent’s role and privileges are defined by administrators. See how to manage agents in your team.

Agent Chat

A feature that lets you get in touch with other agents, exchange messages inside and outside your current team inside the Paldesk application. It allows you to view all of your active conversations and coordinate with others with ease, don’t miss out on any important piece of information. See more about the agent chat feature.

Agent Chat Message

A message that can be sent to other agents inside the Paldesk application, using the Agent Chat feature.

Agent Profile

A preview of what agents and administrators see when they log into Paldesk. From the agent interface, you can access Paldesk settings and manage tickets. See how to set up a agent profile.

Agent Signature

A feature that allows you to have a fast response to customers usually at the end of conversion. It represents the unique text that represents you and your company in one way. It can be fully created as you wish for you as well as for your staff.

To use a saved signature, simply press sign “ampersat” ( @ ) and choose a shortcut for your signature. Customer will receive your full signature, as previously defined. Create your own full signature that you’ll use in everyday conversations with your customers. See how to set up your agent signature.

API Integration

A messenger that processes requests and ensures seamless functioning of enterprise systems. API enables interaction between data, applications, and devices. It delivers data and facilitates connectivity between devices and programs.

Answer Bot

An add-on for professionals and small businesses. It uses machine learning to answer customer questions with content from your knowledge base. See more about Assistant Chatbot.

Android SDK

Live chat addon to your mobile app with Paldesk integration into your native android app with just a few lines of code. Customize Android SDK with your own brand colors. See the installation guide for Android SDK.

Areas

Allows to load your conversations with additional data and keep track of certain topics in your helpdesk. Areas can be applied to tickets. Also, areas can be looked at like a sort of tags. Learn more about areas.

Assignee

The Agent or end user currently assigned to a ticket. An assignee is used in the ticketing system to refer to or set the assigned agent. See how to assign tickets to agents.

Affected Ticket

A ticket can be open for one or more members of your team or to an end-user. An agent can open a ticket and affect someone in the team or open a ticket and affect a client.

Auto Message

A message automatically sent when they meet the rules set. Learn how to customize your widget with an auto message.

B

Blacklist

The list used to suspend email received from domains and addresses that you specify. 

Mutiple Widget Support

Install a unique widget for each of the websites you manage. You can have multi-widgets on the same website if a business has different departments such as support, sales or retail.

Branding

Brand a live chat according to your brand look or remove Paldesk branding from a widget.

Billing

The act of charging money for a service. Add or change your subscription or modify/remove your payment card. Learn more about billing.

C

Chat

The act of having a live text conversation online over a website, using a live chat widget. Learn more about how to set up a website live chat.

Chatbot

Artificial intelligence (AI) software that can simulate a conversation (or chat) with a user using natural language through messaging applications, websites, mobile apps or through the telephone. Learn more about Paldesk Assistant.

Chat Stickers

In-app chat stickers used to connect agents and customers following a conversation from beginning to end. They are not just the characters used for expression, they also portray different emotions. Learn more about Paldesk Stickers.

Chat Transcript

A transcript sent via emails, that contains a record of a previous conversation. You can send a transcript to your customer, visitor or agent by choosing transcript button in a conversation.

Chat Channels

A channel that you can connect to the Paldesk dashboard. Usually refers to Facebook, Twitter or email accounts. See how to connect a Facebook account, Twitter DM or integrate email.

Conversation

The thread of messages back and forth between the agent and the customer while working to resolve the inquiry. Conversation can be closed or forwarded to another agent. Learn more about live omnichannel conversations.

Conversation List

The conversation list gives you lightweight control of conversations. You can see and reply to conversations, see when your teammates are replying, closing or forwarding their conversations.

CSS Customatization

The ability to modify the default elements and styles using CSS (cascading style sheets) code.

Customer

A person of interest to your business. This is often used interchangeably with end-user.

Company Profile

An overview of your data on users within a company — updated in real time — so you can see all need data from the size of the company, industry, profile and chat purpose. Learn more about how to manage company profile.

Create a Ticket

The act of creating an inquiry or request. If some agent comes across a new incident or some future request that isn’t available right now, they can create a new ticket. Learn more about how to create a new ticket.

Closed Conversation

A conversation that is finished or solved. In conversations, you also have the ability to close conversations, send emails and create tickets from previous conversations. Learn more about how to close conversation.

Create & Manage Agent(s)

As your business grows, you’ll want to add new Agents to work on incoming conversations. Agents are team members that provide support services – they take care of customer requests, answer chats, emails and manage all social media and other messages. With the Admin role, they can also supervise and configure the system. Lear more about how to create agent.

Custom Solution

From a development perspective, a solution made specifically for a client or a system. Some of the most common custom solutions are web forms, multi-language interfaces, and chat customization.

D

Dashboard

A dashboard is an area of the Paldesk Agent interface that displays all information and vital statistics for the user logged in. Contains information such as the number of open tickets, unassigned conversations, quick setup, notifications and more. Learn more about the Paldesk dashboard.

Dynamic Web Form

A server-side dynamic web page is a website page whose construction is controlled by an application server processing server-side scripts. Creating a survey or custom form you can do it directly from Paldesk. This feature is limited and can be provided on demand.

Drupal Integration

Integrate a Drupal website with the Paldesk API key by downloading Paldesk module. Learn more about Drupal installation with Paldesk.

Desktop Application

A desktop application for a could based service. Download the Paldesk application and talk to your customers from your desktop with a simple and intuitive dashboard.

E

Email Integration

An integration that allows you to manage all incoming email inquiries from a single dashboard. Learn how to connect Email account with Paldesk.

Easy Popup

A feature that allows the creation of popup notifications on a website. Create one if you want to show announcement(s), on any position. Add customizable notifications to notify customers. Activate as many Easy Popups as you need.

Embeddable Elements

An element that integrates inside the HTML code of a site. These elements include Widgets, Easy Popup, Feedback Form, Android/iOS SDK. All of these can be set on a website. 

Export Data

The ability to export conversations and other data. Easily export information from Paldesk reports and live statistics. It will be delivered in xlsx format.

F

Feedback Form

A form that allows to see and collect opinions from your customers. Create a Feedback Widget and customize its look and messages to fit your web. Receive ratings and opinion in text form, take a detailed look at the feedback receivedLearn how to setup feedback form.

First Reply Time (FRT)

A metric that counts the number of minutes between the time a ticket is created and the time when the first available agent responds to it.

Forward Conversation

The act of forwarding your chat to another agent with a simple forward sign. Used in situations when offline or someone else from the team is better equipped to answers. Learn how to forward a conversation

Filters

The ability to sort data according to channel, status, and user. 

G

Group

Several agents that work on the same team. They can be moved to and from specific groups whenever the need arises. Agents that are in the same group can see all the tickets that arrive at their group in real time. 

H

History

An overview of all your chats with a customer. Conversation history can be limited or fully accessible, depends on your subscription model. 

I

Integration

External applications created and designed to work with your Paldesk, to create a bridge between your Paldesk dashboard and the external app. Learn about all Paldesk integrations.

Installation

A process of setting up Paldesk on your site or app. There are two easy ways to set up in under 4 minutes. Learn more about Paldesk live chat installation.

In-app Notifications

An alert when a new conversation arrives, is (re)assigned or forwarded. Can be turned off or on from inside the application. 

J

Joomla Integration

Integrate your Joomla website with Paldesk API key by downloading Paldesk extension and installing it. Learn how to install a Paldesk on a Joomla website.

K

Knowledge Base

A collection of interlinked descriptions of entities in a way that enables storage, analysis, and reuse of this knowledge in a machine-interpretable way. It is used for knowledge sharing and management and can include FAQs, troubleshooting guides, information about products or services. Learn more about what is knowledge base.

L

Live Statistics

A way to monitor your agent and team’s performance using live statistics and track all relevant data with ease.

Live Conversations

All conversations that are active and currently visible. You can close and forward your conversations or send a chat transcript. 

M

Magento Integration

Integrate your Magento website with Paldesk by downloading and installing the appropriate extension. Learn how to install Magento live chat.

Mobile SDK

A feature that enables you to embed Paldesk options directly in your native app. This is available for Android and iOS.

Mobile Application

An application for your mobile phone. The Paldesk mobile app lets you chat with your visitors on the move. Available to download on Android and iOS mobile devices.

Manual Chat Transfer

A feature that lets you transfer chat communication from one agent to another with ease. 

Multiple Channels

Several different channels connected to a single dashboard.  

See how to integrate Paldesk with the most popular platforms.

Multiple Agent Support

A feature that allows for a single ticket to be handled by multiple different agents with ease. 

N

Note

A short message designed to share quick updates and tips about your customer. Good for on-boarding and low-impact news like product updates.

Notification

An alert showing a recent change or update. There are two types of notifications: in-app and email notifications. Both of these notifications can be (de)activated in the administration settings. Learn more about the most common notification problems.

O

Owner

A type of administrator. The account is associated with this title has full ownership of everything on it. There can only be one account owner; however, account ownership can be reassigned by the account owner to another Paldesk administrator if needed. Create your Paldesk account for free.

Opened ticket(s)

All newly created tickets that haven’t been resolved yet. Learn more about how to create a ticket.

P

Predefined Answers

A feature that allows fast responses to customers that ask frequently asked questions. Used to quickly reply using a predefined database of available answers. Learn how to use predefined answers in daily online communication.

Prechat Question

The question that appears before the chat window is opened. Can be set up and modified with the message you defined. This also can be deactivated.

Position Select

The option to set up your widget’s position anywhere on your website. Learn how to set up a widget position on your website.

Prestashop Integration

Integrate your Prestashop website with Paldesk by downloading and installing the appropriate extension. Learn how to integrate a Prestashop website with Paldesk.

Products

A feature that lets you load your conversations with additional data and keep track of certain topics in your helpdesk. Products can be applied to tickets and can serve you as your secondary tags. Learn how to define your products.

Pending Ticket

An open, not resolved ticket. The ticket indicates a pending status if more information or help is needed to deal with this ticket. When an agent gets the necessary information or finds a ticket solution, he will change its status appropriately. Learn more about what are tickets.

Q

Quick Setup

An onboarding page that allows you to quickly set up your first widget or a channel you use to communicate with your clients. Learn more about quick setup.

R

Roles

The types of roles defined inside the Paldesk application. There are three kinds of roles; owner, administrator, agent. Learn more about agent roles.

Routing Type

The types of routing defined inside the Paldesk application. There are 3 options you can choose: polite, dictator or democracy. Learn more about routing types.

S

Slack Integration

Integrate Slack with Paldesk and reply to customer conversations directly from Slack. Learn more about how to integrate Slack with Paldesk.

Support Agent

A person who cares for customers and provides real-time support. Read more about the essential characteristics of a support agent.

Signature

A feature that lets you create your own signature that you’ll use in everyday conversations. Learn how to use signatures.

Squarespace Integration

Integrate Squarespace with Paldesk. Learn how to Integrate Squarespace with Paldesk.

T

Tags

Appropriate markers that can be applied to conversations and customers. Each tag triggers a number of tickets and contacts associated with it. Learn more about what are tags.

Twitter Integration

Integrate Twitter with Paldesk and reply to Twitter DMs. Learn how to connect Twitter with Paldesk.

Tickets

A question or inquiry that is assigned to an agent to solve. Learn more about Tickets.

Ticket Tracking

Real-time tracking of ticket requests. Be more productive by prioritizing tasks and resolve problems. Learn more about Paldesk ticketing system.

U

User

A signed-up, logged-in user of your product.

Unassigned Conversations

A conversation that is not assigned to any agent will be offered to available agents in the group. All unassigned conversation is available in ’unassigned’ tab.

V

Visitor

Any person on a site who that is not logged in and has no conversation history with a brand. Visitors become leads once they start a conversation. 

Visitor Tracking

A feature that allows you to track website visitors, gain insights into their movement on a website. Learn more about visitor tracking.

Visitor Statistics

A way to track performance by using insights into metrics and statistics. Learn more about visitor statistics.

W

Website Widget

An add-on that is embedded in the body of a website, which enables real-time chat. Learn more about what are widgets.

Widget Customization

The ability to set the default chat widget’s color on your website, to ensure it fits your brand colors and layout. Learn more on how to customize a website widget.

Website Widget Public Name

The public name that is visible to your visitors in the widget header.

Web Widget Global Message

The public message visible to visitors on your widget header.

Weekly Summary

The automated agent weekly newsletter with all the statistics and metrics delivered via email.

WordPress Integration

Integrate WordPress with Paldesk. Learn how to Integrate WordPress with Paldesk.

Working Hours

A feature that allows you to set working hours for a business. Working hours also enable you to choose when to display a different message to your customers. Learn how to set up working hours.

Z

Zapier Integration

Connect Paldesk to thousands of other popular apps and platforms to automate your workflows with Zapier. Learn more about how to integrate Zapier with Paldesk.

Omnichannel Glossary was last modified: December 4th, 2019 by Suzana