Glossary

An unanswered conversation classified as abandoned, including queue and transfer cases.

An invitation for an eligible operator to take a waiting conversation.

A credential that allows INSIDE to send messages through your LINE account.

A secret credential accepted for a limited period to identify an operator.

Blocking operator sign-in after the failed-attempt threshold is reached.

The provider subscription that sends events for a Twitter account to INSIDE.

An Academy comment recorded as read by its recipient.

A task that performs configured actions without asking the visitor to fill in fields.

Loading an eligible skill's instructions and functions into the agent's current work.

Making a newly created operator account eligible to enter INSIDE after its access has been reviewed.

A temporary six-digit code used to register a camera shown in the INSIDE Remote Camera App.

The website account currently selected in your workspace.

A temporary notice beside a visitor on the floor describing their activity.

The category of a logged action, such as Operator, Website, Team or Report.

An operator who accompanies a visitor into a live show through a one-to-one browser call.

A discovery response describing an agent and the capabilities it accepts.

Information an A2A agent publishes about its identity and capabilities, including streaming support.

A website-specific connection and set of defaults shared by AI features.

Your private Team Chat conversation with an available AI agent.

A saved configuration for one AI job on your website.

Searchable content an AI feature can retrieve to help answer questions.

A conversation in which AI provided at least one response suggestion to the operator.

A separately saved set of older pane, tab, offline and general chat options.

A configured task or step offered when the visitor chooses not to retry the current answer.

A check that a protected form submission carries the token issued for that browser interaction.

Checking whether an authenticated caller may perform a requested API action.

A particular request that retrieves information or performs an action in INSIDE.

A description of an operation, its parameters and the type of result it returns.

Authentication using the application credentials in the selected Salesforce connection.

The times an operator or team offers for bookings.

A permitted domain after the at sign in an operator's email address.

A note removed from the active notes list without permanently deleting its stored record.

A separate condition that prevents assignment, for example while a workflow controls the work.

The basket prepared on the storefront during a screen-sharing shopping session.

A file shared with a conversation message.

A file sent as part of a conversation or requested by a task.

The period before a purchase in which an eligible conversation can receive sales credit.

The configured period after an engagement during which a sale can receive conversation credit.

The period during which a purchase can be linked to earlier engagement.

A call carried in the browser without starting a video connection.

A search for retained customer and conversation records, with separate permissions for export, deletion and recovery.

Checking the identity supplied with a request.

A mobile app that generates time-based codes for your INSIDE sign-in.

Checking whether that identity may perform the requested operation.

An OAuth flow that exchanges a supplied authorisation code for an access token.

Creating a local INSIDE operator from the email identity returned by a single sign-on provider.

An Autopilot selected to engage a visitor without requiring its operator identity to sign in.

An automated operator that answers visitors directly.

Recorded changes in whether channels and operators could receive conversations.

An animated representation of a visitor, advisor or bot in the chat experience.

A colour, icon, badge or counter that adds status information to a visitor or operator avatar.

An animation performed by a chat participant's avatar in response to a button or supported event.

A visitor whose inactivity or disconnection causes INSIDE to treat the website interaction as offline or remove it from the live floor.

A report of the basket's current item quantities.

A credential sent with a request to authorise access to a service.

A list of phone numbers blocked separately from their opt-in state.

A configured word or phrase that triggers censorship when matched in a visitor message.

The assistant name and image configured for task messages.

The next action chosen for a particular answer or outcome.

Make a visitor visible on an operator's floor without starting or assigning a chat.

The number of broadcast offers recorded against a chat.

A login link that lets a browser reuse the operator session saved in a CLI profile.

Continuing a command-line test visitor's saved identity in a browser.

The language reported by the visitor's browser, which may differ from their selected chat language.

The recorded sequence of pages and supported activity milestones associated with a visitor.

The gap allowed between appointments.

Named telephone destinations saved for use within your website account.

The selected weekdays and opening interval used by a messaging account.

Whether the first eligible human response meets the configured business response target.

A configured subject applied to selected text within a message.

A configured label for a visitor message excerpt, optionally linked to email recipients.

The average difference between original AI criterion scores and managers' replacement scores.

A time-limited invitation for an eligible operator to accept a waiting call.

An update sent back to INSIDE by another service after work has progressed or finished.

Queued work asking an operator to telephone the caller later, without keeping the caller connected.

A value in a page address that describes an acquisition source or campaign.

The URL supplied as the shared address for a piece of content when it differs from the visited address.

A kind of work a connection type supports, such as prompts, tracing, memory or tools.

A commerce action an AI Function is configured and currently allowed to perform.

Replacing digits in a detected payment-card number with stars.

A set of LINE cards containing choices for the customer.

A row of cards that you navigate to reveal more items.

A Salesforce service record for a customer's request or issue.

A titled note saved against a Dynamics 365 case. It is separate from a chat message.

The Salesforce B2C Commerce interface INSIDE uses to read products and filters.

The route used when no more specific rule matches.

An operator floor grouping with its own routing and availability configuration.

A working group in INSIDE that controls which visitors and conversations you work with.

A configured grouping that determines which visitors an operator is viewing on the floor.

The address or customer identifier used by a particular channel and connected account.

A statistic for the selected channel rather than the whole website.

A conversation's waiting position in the applicable channel queue rather than across all work.

A shareable entry point that opens the configured visitor experience with preferred routing recipients.

The window within your website that contains the visitor's conversation and chat controls.

The website control a visitor uses to open or return to chat.

A recorded display of the online or offline chat tab.

The row of conversation tiles in the top toolbar of the operator console.

A reference to source material used for an AI answer.

Supporting content linked to a result used in an AI answer.

A generated, concise presentation of source material associated with an answer.

A command-line interface operated by typing commands in a terminal.

A website form that submits visitor contact details to a configured callback integration.

An OAuth flow in which an application obtains an access token using its own credentials.

A shared browsing session that a visitor can accept or decline.

An accepted live page-sharing session between an operator and a visitor.

Internal feedback attached to a particular operator message.

Connecting an eligible WhatsApp Business App number to INSIDE while also using the mobile app.

A named connection and selection of operations that INSIDE uses to read a store.

A visitor's separate choice to receive email or text communication.

Replacing older information with a shorter summary in the AI's working context.

A named collection of prerecorded videos arranged for visitor playback.

The earlier or selected period used as the baseline for a performance comparison.

Another selected date or period used to compare supported dashboard results.

An integration that translates another agent protocol's requests into INSIDE AI work.

The input area and controls used to prepare and send a reply or comment.

The average number of conversations handled at the same time, calculated from the report's duration totals.

The average number of chats handled at the same time by active operators.

The AI's reported certainty about its classification.

A named website configuration for communicating with an external AI-related service.

A situation in which supplied details identify competing contacts or disagree with the current contact association.

A workbook assembled from a contact and the visitor and channel identities linked to that contact.

A dated record of contact field changes, merges and association changes.

The instructions and conversation information supplied to the AI for its next response.

A bot conversation state that a department action can add, remove or set.

Bot information that can affect how the bot responds to a visitor.

The amount of input the AI can receive for a generation.

An identifier sent with messages so an agent can associate follow-up requests with a conversation.

The amount of model input or conversation context that can be processed within a request's token budget.

The verified Salesforce identity of the operator associated with the current AI execution.

Eligible visitors held back from proactive engagement so their outcomes can be compared with engagement outcomes.

A sample of qualifying visitors whose automatic proactive invitations are withheld for comparison.

A mode that sends an authorised operator's supported clicks, input and scrolling to the visitor's page.

A sequence of messages and service actions with a visitor on a particular messaging platform or account.

A Dynamics 365 record containing an INSIDE conversation's transcript and context. It is separate from a case.

AI tools for finding and reading earlier conversations for the current visitor or linked contact.

Details and fields belonging to the selected conversation rather than every visit by the customer.

A Bedrock request format for conversations and tool use across supported models.

The association between a recorded sale and an eligible conversation under the website's attribution rules.

The number of sales divided by the eligible chats or visitors in the selected report group.

A pause between repeated alerts that reduces how often the same notification sound plays.

A waiting period before an event can run again for the visitor.

A waiting interval before the same rule can attempt its actions again for the same ticket.

A waiting period before a rule can run again for the same conversation.

The waiting interval after a successful event action before that event can run again for the visitor.

An AI draft visible to operators until an operator sends it to the visitor.

Browser rules that decide whether a page may read a response from another origin.

The percentage of eligible active conversations that have a quality score in the selected report scope.

The share of conversations eligible under the dashboard's rules that have a recorded score.

A secret and restrictions used to issue integration tokens.

A tracked purchase associated with an operator and conversation by the applicable attribution rules.

One quality check within a scorecard category.

A prospective customer's details saved in a connected CRM. Zendesk capture saves a user rather than a sales lead.

Customer satisfaction expressed as the percentage of qualifying survey results rated at least 4.

A rule identifying the part of a web page from which text should be read.

A text file containing rows of values separated by commas.

The history scope that can include earlier conversations from the visitor's current session.

An external bot connected to INSIDE through a registered integration.

A prepared integration that translates a website's own store operations into INSIDE commerce information.

Website-specific behaviour that changes a supported CRM lookup, save or export operation.

Business attributes declared by your administrator and filled for an operator.

An additional question and answer control you add to a form.

Behaviour implemented for a particular deployment to connect INSIDE with a business system or process.

A named whole-number value associated with a visitor.

An organisation associated with customer records, separate from the organisation that owns your INSIDE account.

A store customer found using an eligible identifier on the selected visitor or linked contact.

An assessment of the customer's tone at the start, end and across the conversation.

A local background process that keeps operator connections alive between commands.

A personal console appearance with darker backgrounds.

The historical period shown as available for reporting on the selected website.

The period reported as available for the selected website's historical reports.

Clearing a stored field value when its configured conversation or session event occurs.

A reusable definition of the information a step collects and how it is stored or validated.

A reusable definition of an answer's type, storage and validation.

A collection of test inputs with optional expected outputs.

One allowed window made from optional dates, times and weekdays.

A pause in new offers to an operator after a decline.

A website fallback for a notification when that email account has no matching template.

The share of resolved conversations resolved by AI without a human handoff.

Permission for a platform to connect to your WeChat account on your behalf.

A specific screen or action allowed within an operator's role.

A screen or action allowed or restricted within an assigned role.

The count or duration a percentage or average is divided by.

A named choice identifying the area a visitor wants to contact, used by routing and optional bot context actions.

A list of departments a visitor can choose before requesting chat assistance.

An alert shown by the browser outside the INSIDE page when permission has been granted.

The person, group, channel or AI agent selected to receive a Team Chat message.

An operator role required for protected developer actions.

An attribute used to group results, such as team, department or subsite.

An operator account prevented from working in INSIDE while its identity and history remain.

Hiding information in a reader's view without necessarily removing the stored original.

Replacing protected values in your view without deleting the stored information.

A configured label that records the reason for or outcome of a conversation.

A configured classification used to describe a conversation's outcome or reason.

Supplying a file's contents to an AI provider that supports that kind of attachment.

Unfinished ticket content saved for later without sending the ticket.

A saved task version that has not been selected as the live version.

Opening the records or a more detailed report behind a result.

Whether a skill is permitted to be available in the current context.

A short-lived verification code sent to your registered operator email address.

A rule that performs configured actions when an email-ticket trigger and its conditions match.

A message identifier carried by email replies that helps associate them with an existing conversation.

Confirming your registered email address by opening the verification link sent by INSIDE.

A dashboard supplied by an external reporting service and displayed inside INSIDE.

An external page displayed within the chat experience as part of a workflow.

An INSIDE operator session displayed inside a supported CRM workspace.

A list of numeric values representing text so a search service can compare its meaning with stored content.

A separate signal, estimated from the message text, about the feeling it expresses.

A place through which a customer can open a business conversation.

Passing an email ticket to a human operator, team or queue.

A handover for further assistance using the destinations and escalation controls enabled for the account.

A call whose media connection has started, after invitation acceptance and device permissions.

A calculated usage cost based on available model prices and usage measurements.

A calculated token charge using available model rates, rather than a reconciled provider invoice.

An AI check that scores a response using a saved set of judging instructions.

A trigger used when an integration explicitly requests a labelled event.

One recorded run of a provider-hosted telephone menu for a call.

A field value available from the current conversation, visitor session or permitted contact data.

A reference answer supplied with a test example.

A replay of dataset examples against a selected AI feature or guardrail service.

An automatic conversation ending caused by a configured time limit.

Retrieval of the workbook created by a personal-data export.

Confirmation with an emailed code before an operator exports protected data.

The business Page whose private Messenger messages are connected to INSIDE.

An alternative execution path used after an eligible failure.

Another language associated with a supported-language entry for use when a translation is unavailable.

The language used when the requested language or content variant is unavailable.

A readable text version used when structured content cannot be shown.

An alternative browser request mechanism used when the usual mechanism is unavailable or a compatible recovery succeeds.

A legitimate message incorrectly classified as spam.

A legitimate message that was incorrectly detected as spam.

An intent-based bot that matches visitor messages to trained responses.

A content item a viewer has marked using its heart control.

A starred report shortcut in your personal report list.

A visitor marked as a customer of a particular operator.

Optional seasonal decoration for the floor and avatar presentation.

The association between an item in an INSIDE form and a field in the connected CRM.

The ending of a filename that identifies its format.

A check against visitor information that helps decide whether an event runs.

A choice that narrows which records a report includes.

A resolution assessment that also considers relevant earlier contact within the configured lookback period.

Retention selection based on older conversations, with separate age checks for the related information being removed.

A named marker that is either present or absent for a visitor.

The visual console view of visitors and operators in your current working context.

The website's named font references available to appearance settings.

Frames per second, a measure of how often the floor animation is drawn.

A separate document embedded in a web page to display the chat interface.

Operator availability expressed as full-time equivalent capacity for the reporting interval.

A mode that sends processed output to the AI model instead of the original tool output.

A configured operation that an AI agent can request while handling a question or task.

A service through which INSIDE sends a request on its way to an AI model service.

The Google model family used through the Google AI Studio connection.

A model call recorded within a trace, including its available input, output and usage.

One request to the AI model, which may produce an answer or request functions.

The preferred email account for the website when no applicable subsite default is selected.

A website statistics-bar layout used when an operator has no personal layout, or when that layout is enforced.

The broader queue position shown alongside the channel position in Chat Queue List.

A recorded outcome the customer wants to achieve.

The business messaging identity representing a brand in the legacy Google connection.

A spoken message or audio recording selected for a particular stage of a telephone call.

A safety check applied to AI input or output.

A content policy that checks AI inputs or outputs and reports whether it intervened.

Checking an order number and its recorded contact details to authorise access to that one order.

A sequence of short tips pointing out controls in the desktop console.

A distinct conversation an operator replied to during the selected period.

Accumulated operator handling intervals for replies and actions, rather than the ticket's calendar age.

Moving control from Autopilot to a task or human route.

Moving a conversation from automation to an operator or a configured alternate task.

The separately configured upper workload limit used by conversation capacity rules.

A separate ceiling checked against the broader counted workload.

The service responsible for running an AI agent's work.

The service that runs an AI feature and coordinates its work.

A mode that lets an operator point out an element or area on the visitor's page.

A searchable view of stored conversations and their messages.

An operator-controlled pause in a connected browser call that can be resumed.

An event in INSIDE that can invoke a deployed custom script automatically.

An operator who presents and controls a live show.

A distinct visitor with a conversation started in that hour in Operation Analysis.

A certificate used to establish a secure browser connection to the service.

A call to an INSIDE live-connection operation using the signed-in operator's session.

Combining keyword and vector matching in one search.

An existing contact with an email, mobile or account value corresponding to information supplied for a visitor.

Your organisation's service that authenticates you before returning you to INSIDE.

A visitor whose activity or active-tab signals no longer indicate current activity.

An embedded page opened as part of the visitor's task journey.

Giving an image to a compatible AI model so it can use its visual content.

An incoming-work offer presented inside the Store App.

A survey answered by sending messages in the same messaging app as the conversation.

A timed prompt asking you to confirm that you are still using the console.

A notification giving you a limited time to accept or decline work before it is assigned to you.

A reported change to existing quantities rather than their replacement values.

A collection of searchable records held in Algolia.

The website's shared choice of illustrated floor scene.

A Bedrock identifier used in place of a model identifier to select a configured inference service.

A delivered item of information or feedback that you can open in INSIDE.

A separate set of instructions for an AI job, such as summarising or recommending dispositions.

A registered extension that performs a task-specific operation and can return an outcome for branching.

A visitor intention matched from example phrases and connected to a response or task.

A conversation message for operators rather than the visitor.

A staff-only message stored in a conversation rather than sent to the visitor.

A private Zendesk ticket comment for agents, rather than a public customer reply.

A visitor classified outside the website's country and any additional countries configured as local.

An answer that does not satisfy the current task field's required format or validation rules.

An Apple notification asking a customer to accept a new business conversation.

A Bedrock request format that uses the selected model's own input format.

Reducing a saved IP address's precision rather than retaining its complete original value.

One pass through an AI execution loop, which may request more than one tool call.

An automated telephone flow that routes or handles calls before or instead of an operator.

Interactive voice response, a telephone menu that guides a caller through prompts and choices before or instead of speaking to an operator.

The business messaging connection in which a customer and your team can exchange replies.

The control that currently receives your keyboard input.

A key combination that performs a console action.

Finding content by matching the words in a search question.

A name and description identifying where an AI function gets information.

A name in the prompt service that selects a published prompt version.

A saved contact record linked to a visitor and, where available, a conversation for follow-up.

An availability state caused by capacity or call-related restrictions on new work.

The Dynamics 365 customer record associated with an INSIDE visitor.

An Apple Messages control that lets a customer select an item from a list.

Spoken words displayed during a browser call.

The published version selected for a task; its enabled state is shown separately.

Whether INSIDE successfully prepared a script for use.

A reusable collection of product details with its own name and thumbnail.

Fewer than ten scored conversations, which is too small for the dashboard's normal comparative ranking.

A named value inserted into supported AI instructions.

A placeholder replaced with the relevant customer, ticket, operator or account information when the email is prepared.

A placeholder that INSIDE replaces with available visitor, conversation or collected field information.

The selected image representing a product in catalogue views.

An optional BETA floor view that displays team operators and their workload instead of the ordinary visitor floor.

A report column that remains visible when other columns are hidden.

A question that requires an answer before the visitor can continue.

A manager's recorded assessment of conversation quality.

An email-event action that marks and stops the current ticket without automatically blacklisting its sender.

Replacing selected characters in an answer with hidden characters for a particular audience.

A rule that allows matching text or numbers to pass through without card-number masking.

Model Context Protocol, a way for an agent to discover and call operations supplied by another service.

Model Context Protocol, a way for AI applications to discover and call tools provided by another service.

Customer information supplied to INSIDE by your website, such as details of a signed-in customer.

Information retained by an external service and retrieved for later AI interactions.

Move work from a source ticket into a destination ticket and remove the source as a separate conversation.

Whether a message is available to the visitor as well as operators, or to operators only.

The input area where a visitor writes a chat message.

A supervisor's plain-text note attached to a particular conversation message.

A marked passage of a visitor message with business subjects or sentiment attached.

A business account, Page or number connected to INSIDE for an external messaging service.

The INSIDE option that creates a Salesforce messaging session and can save its transcript in a selected destination field.

An application inside WeChat that can provide its own customer messaging connection.

An import item that does not already exist on the destination and may be selected if it has no blocking errors.

A mobile message containing media such as an image.

The touch-oriented operator workspace used in mobile browsers and the Store App.

Reference information about available models, their capabilities, limits and optional prices.

An extra product choice, such as personalisation, that the store may require before purchase.

A rotating operational display intended for a screen that needs little interaction.

Your saved selection of operator avatar styles and accessories.

A signal whose label selects configured visitor-event rules to evaluate.

A direct connection to the Viber bot service rather than a connection through another messaging provider.

Restricted visitor handling that skips normal persistent visitor creation and restoration.

A scheduled notification to an operator about a particular visitor note.

A dated follow-up attached to a visitor note and assigned to an operator.

A scheduled operator notification linked to a particular visitor note.

Net Promoter Score, calculated as the percentage of promoters minus the percentage of detractors.

A survey question asking a visitor to select a likelihood rating from 0 to 10.

A sign-in process that asks an identity service to authorise access for an application.

A sign-in flow that exchanges a provider authorisation code and then reads identity information from that provider.

Your business's WeChat account used to communicate with customers.

A saved recipient entry associated with an operator and website, separate from the customer's full contact profile.

A visitor form that collects a request for follow-up when live help is unavailable or leave-message help is offered.

A contact request submitted through the unavailable-service experience rather than a live operator conversation.

A ticket state for work paused while awaiting further action or support.

A task such as product search, customer lookup or order lookup.

The interval from assignment to an operator's first response.

The association between an INSIDE operator and the Salesforce user used for their CRM work.

Whether the operator response meets the target based on assignment and the conversation type.

Your signed-in connection to the INSIDE console.

A saved preset used to populate a new operator account or a new-operator import.

A recorded permission to communicate using a particular contact address and channel.

A complete text message that withdraws the mobile number's SMS opt-in.

A conversation message that displays the permitted summary and details of an order.

Orders returned by the connected store for a specific customer.

The workload count normally used to decide whether another conversation can be assigned.

The scheme, host and port identifying where a browser page was loaded.

The currency supplied with the purchase or payment request before conversion.

An enabled INSIDE telephone number selected as the source of an outgoing call.

A manager's change to a scored criterion, counted once per affected conversation in these reports.

The operator assigned to a conversation, separately from other operators who can see the visitor.

A label supplied with a tracked page and used in the visitor's current browsing context.

A tracked visit to a page or an explicit navigation update sent by the website integration.

An item of information a function expects when it is called.

An initial set of request values generated from an operation's parameter names and types.

Text generated before the AI finishes its answer.

The portion of an AI answer produced before generation finishes or is interrupted.

A caller, operator or external person connected to the telephone conference.

A configured list of input IDs or names whose values are obscured during Co-Browse.

An emailed link that lets you set a new password within three days of its creation.

A task whose progress is suspended while its current position is retained for resumption.

Passing an Apple Pay request or response to the configured service that processes the payment.

The highest recorded concurrent viewer count for the live show.

A ticket state used while waiting for the customer.

A selected live update waiting for an eligible visitor page connection.

A score calculated from recent operator feedback on an intent's suggestions.

Removal of the retained recovery copy and associated identified resources so that the copy can no longer restore the item.

A Salesforce customer record that holds an individual's account and contact information together.

Information that can identify or relate to a person, such as a name, email address or telephone number.

Personally identifiable information, such as a customer's name, email address or telephone number.

Personally identifiable information, such as a person's name or email address.

An assigned email conversation kept with an operator under the applicable reply and reassignment rules.

The image shown to the visitor when the operator's camera is off.

The identity a messaging service supplies for a customer communicating with a business account.

Confirmation that telephone audio has played, rather than merely been generated or sent.

The eligible visitor or request count used by a particular summary group.

An event trigger that responds to the visitor clicking a configured popup.

Your point-of-sale or payment system, where you process the actual charge.

Speech converted to saved text after the call recording is processed.

Feedback offered after a conversation has ended.

Defer a conversation until a chosen future time without ending it.

A form that collects details before the visitor enters an ordinary chat.

The stage after a show is opened and before live broadcasting begins.

A stored field that must be populated before a configured task can start.

The operator's main language, used as the target for supported operator-facing translations.

The preferred value for a contact field, such as the email address shown in the address book.

A visitor interaction previously handled by you and available in your mobile floor history.

A number used to choose between matching AI features, with higher numbers first.

A placeholder that stands for an original personal value and can be changed back by INSIDE.

An operator's questions and AI replies kept separately from visitor-facing messages.

A question response sent to the asker and available to the hosts.

An operator-only search across store customer or order summaries, without a visitor attached.

An offer to chat sent automatically before the visitor asks for help.

A rich message showing a product's supplied information, link and supported visitor actions.

A named set of appearance options that multiple chat themes can share.

A catalogue filter and its choices, such as category, size, colour or price.

A named local record of an INSIDE address, operator identity and encrypted session.

A named local test visitor with saved identity, cookies and captured events.

Instructions that tell an AI feature how to perform its task.

Browser-held information protected by INSIDE so that it can be checked when read again.

The integration that sends an AI request to a model service and reads its reply.

The service carrying messages between INSIDE and Viber for an account.

The request and response format used to communicate with a model service.

A public post addressed to an account, rather than a private direct message.

A comment sent to a Facebook public object or thread rather than a private Messenger recipient.

A question response shared with the show's attendees as well as its hosts.

A processed show recording selected for visitor playback.

A request for the AI to revise an answer after a safety block.

A scannable image containing a link that a visitor can open with a suitable device.

An option offered to a queued visitor that can start an alternative handling path.

The visitor's current place among chats waiting for an operator.

A WhatsApp message that refers to a particular earlier message and can show its preview in INSIDE.

A limit on how many selected actions are accepted during a time window.

Rewriting draft text for an operator to review before sending.

An acknowledgement that the recipient's platform reports a message as seen.

A provider update indicating that the recipient has read a message.

A camera marked online with no current reserved session.

Speech converted to text while a telephone call is in progress.

A live connection that sends caller audio to an AI model and returns spoken audio.

The operator's recently used contacts shown in the contact popup.

The choice of where an outbound action gets its destination address or number.

The period before a purchase in which a matching recorded product recommendation can be associated with that purchase.

Reported purchases of recommended products compared with recorded recommendations.

Prepare a deployed script for execution again after a change.

The console is trying to restore its live connection and reload the current workspace.

A temporary interruption in audio capture that skips the paused portion of the call recording.

An identifier from an external session tool that can help correlate tracked activity with that tool.

Text produced from a completed audio recording.

Masking selected live data while retaining a copy that can restore the deleted information.

The configured time during which operator-deleted text remains in the deletion recovery record.

The configured period during which a deleted item is shown in Audit's recovery list.

A name identifying where a shared link was used.

An optional label distinguishing where a generated chat link is used.

The referring page address supplied with a tracked page view.

A follow-up change to an earlier product request, such as a different size, colour or price range.

The timezone, language, country and display formats for a website.

A conversation linked to another conversation while retaining its own messages and identity.

A filter based on your favourites, engagements or sales with a visitor.

A browser that retains valid proof of a previous two-factor verification.

A browser holding a credential that can satisfy a later second-factor check for your account.

The amount of time before the scheduled start when a reminder is due.

Unlink a tag from one record without necessarily deleting the shared tag name.

The address an email client uses when the recipient replies.

The column descriptions included with report output to explain its measures.

An unresolved reporting configuration issue listed in Report Logs.

Stopping the browser from continuing to wait for a request.

A skill whose matching rule must be satisfied before ordinary assignment is eligible.

The recorded assessment of whether the conversation achieved a resolution.

A ticket state for completed work before final closure.

A saved template that converts a tool result into another text representation.

Looking up relevant information from a configured source for the agent's current request.

A workflow action configured for an outcome returned by an integration script.

The business phone number used to reply to a customer.

A recognised visitor whose original record was created at least 24 hours earlier.

Estimated missed sales multiplied by average order value, rather than recorded lost purchases.

Structured message content such as a card, image, list or action.

Message content such as images, files, cards, locations or interactive choices rather than plain text alone.

A layout that arranges the chat interface for languages read from right to left.

A group of INSIDE functions assigned to an operator.

Retention selection that defers visitor cleanup when a recent conversation keeps the visitor eligible for retention.

A rule that chooses what INSIDE does with a matching guardrail result.

An attribute used to match visitors or conversations with suitable operators.

A registration requesting an email invitation for a scheduled show.

One submitted request with a status, output and temporary execution history.

A single sign-on method in which an identity provider returns a signed authentication response to INSIDE.

Final live captions retained as messages in the conversation.

Named criteria that run a search again against the available records.

Reusable reply content owned by an operator, a team or the website.

A website-owned label linked to a particular record, such as a conversation or contact.

A filename rule that causes an upload to bypass the configured antivirus scan.

The labels, questions and messages used for appointment booking and appointment entry.

A link that opens appointment booking without starting an ordinary chat.

Whether memory belongs to the current visitor or the current operator within the website.

A category of information or access requested from the identity provider.

A named category of integration operations that a token is allowed to access.

A set of weighted categories and criteria used to judge a conversation.

The criteria used to assess conversation quality.

A screen-sharing session that runs alongside an existing browser call and can end separately.

Custom processing queued when an event's conditions match.

The purpose that determines which script selector offers a deployed script.

Another registered camera invited alongside the primary remote device for an additional view.

A recorded account, access or personal-data action used to investigate what happened.

CSS selectors identifying page elements to exclude from the shared view.

An estimate of how positive or negative a visitor's language appears.

A recorded assessment of whether the customer's language is positive, neutral or negative.

The time remaining to meet the operator response target for an eligible assigned chat.

A temporary four-digit code used to locate a current visitor within one website.

The code a visitor gives the operator to identify their browsing session.

The version of the website settings loaded in your current console.

The selected order information approved for one visitor when the card was sent.

A reusable step definition used by more than one task.

Shopify's permanent address for a store, which can differ from the public shopping address.

A defined code entered after a slash in the composer to find or insert a saved response.

The content panel associated with a live show or its replay.

A provider notification carrying authentication information that INSIDE can verify using the account's signature secret.

Reusable instructions and selected functions that an agent loads when they are appropriate to its current work.

A group in which one matching skill can satisfy a category requirement.

A score used to rank skill matches, separate from conversation priority.

A product identifier used to group recommendation and purchase activity.

A text message exchanged through a mobile phone number.

The network address INSIDE sees for the connection making a sign-in request.

An open goal whose confirmation or progress has not been refreshed within its freshness period.

Configured values included with each automation request without asking the AI to generate them.

A reusable question or interaction that can be included in more than one task.

Recorded activity for a step within a task run, including its answer link and chosen continuation.

A team type with store identity and location details.

The native INSIDE Store mobile app that hosts the mobile operator console.

Verification of the shopper's store account so INSIDE can retrieve that customer's own orders.

A reusable show definition used to create ad hoc live shows.

An Instagram story that mentions your business account.

A customer's reply to a story, received with a reference to that story.

Displaying a reply progressively while the AI generates it.

Receiving parts of an AI reply while the model is still generating it.

Receiving response text and task activity as updates arrive, rather than waiting for a single response.

An AI answer displayed in portions while it is still being generated.

An AI feature invoked privately by another AI feature for a limited task.

The upstream model service and request format selected for a gateway connection.

A named part of a website account, such as a brand, country site or region.

A separate conversation linked to a customer ticket for consulting another recipient.

A linked email exchange with another recipient that has its own messages and reply history.

A panel beside the transcript containing information or tools such as Responses, Notes or Conversations.

The point at which a previous intake completion stops being valid and the visitor may be asked again.

A numeric value associated with an answer, which can differ from the answer text.

A colour or image choice supplied for a product option.

A folder supplied by INSIDE whose editing and deletion actions are restricted.

An event entry describing activity such as a transfer rather than a reply typed to the visitor.

A label attached to a whole conversation or visitor for grouping and filtering.

The shared set of tag names available within one website.

A consultation with the proposed recipient while the caller is on hold, before completing a transfer.

One agent request with an identifier, status and generated output.

A Virtual Assistant sequence that asks questions or performs actions during a conversation.

A configured sequence of virtual assistant steps and actions.

An automated sequence of questions and actions for a visitor.

A configured sequence of questions and actions that guides a visitor through a request.

Another task that must be completed before a task can start or finish.

Switching from an AI-generated response to execution of a selected Virtual Assistant task.

The sequence of Virtual Assistant task steps recorded for a conversation.

A private trial of a saved task version using test answers rather than a live visitor conversation.

Recorded activity for a task run, including its conversation, timing and outcome.

A group of operators within a website.

A group of operators that can be selected as a routing or transfer destination.

Internal messaging between staff or with a configured AI agent, separate from visitor conversations.

An Ask AI feature available as a private Team Chat conversation for each operator.

The Service Overview table showing team totals and expandable operator rows.

A value you fill in for a particular send, such as a customer's name or a reference number.

Readable text used when a rich card cannot be shown or when a transcript is printed.

A named set of presentation and behaviour options for visitor chat.

An assignment, reply or status action performed on a ticket during a reporting interval.

A label recording the origin of a ticket.

A trigger that checks elapsed time against ticket state or message timestamps.

An Apple Messages control that lets a customer select an offered time.

The browser-reported difference from GMT, rather than a verified geographic location.

A limit on how long a particular browser request waits.

A unit of text or other input or output measured by an AI model.

A unit a model uses to measure its input and generated output.

A provider-issued reference used to retrieve submitted payment details during the payment workflow.

A secret credential presented by an integration when it calls a protected operation.

A function an AI assistant can call to retrieve information or perform an allowed action.

A record of tools called and their results within the current AI session.

Reading the operations and required inputs advertised by a connected service.

Asking a text model for a structured tool request that INSIDE validates before execution.

A record linking the model calls and tool activity for one AI execution.

A product recorded from visitor activity rather than read directly from a current store catalogue.

A purchase reported as complete to INSIDE by the website integration.

A purchase recorded by INSIDE's website tracking, distinct from an order read directly from a commerce provider.

Applying visitor admission criteria when the configured live visitor threshold is reached.

A readable copy of the selected conversation messages for email or print.

The displayed record of messages and events in a conversation.

A copy of the conversation history permitted for email or printing.

Conversion of speech to text for conversation history and supported tools.

A handover of a conversation to another operator or routing destination.

A label explaining why a conversation is transferred.

A language version of a message kept alongside its original text.

The time in seconds before INSIDE tries to refresh a cached prompt.

A live signal that someone is composing a message, separate from sending the message.

A connection to a business that advertises supported commerce capabilities through the Universal Commerce Protocol.

Dated periods when appointments are not offered.

Date ranges when a telephone number is unavailable, including both the start and end dates.

The conversation-list view for failed outgoing email requests and their retry or deletion actions.

The configured interval before an eligible email reply is released for sending.

In the Showcase report, the number of attendees whose saved favourites include an item.

The number of incoming chat messages that have not been marked as read.

Voice activity detection, used to decide when a caller is speaking or has paused.

Voice activity detection, which identifies caller speech and helps decide when the agent should respond.

Checks that an answer is present or has the format expected by its field.

A specific product combination, such as one colour and size, with its own availability and price.

The specific purchasable product choice, such as a size and colour combination.

A particular product option combination, such as a size and colour.

A search that compares embeddings to find content with a similar meaning.

Finding content by comparing numeric representations of meaning.

Permission established by the supported store verification process to read a particular order or customer's information.

A visitor view for browsing and watching published video content.

Access that lets you inspect a settings screen without saving changes there.

A visitor attending a live show.

The part of the page currently visible in the browser, which can shrink when a touch keyboard opens.

An AI-generated image showing a person wearing products from supplied images.

A period of tracked activity whose start is renewed after a gap of at least 30 minutes when a saved visit is restored.

An integration-reported interaction with an action type, item identifier, action name and optional details.

A named description of an integration value, its source and how INSIDE should use or display it.

A workbook assembled for one visitor identity and its conversations.

Details about the selected visitor, their linked contact and their visit.

The INSIDE record used to associate a browser's activity with its saved context.

The provider connection used by one or more telephone numbers in INSIDE.

Telephone numbers blocked for inbound and outbound calls on the website.

A recorded telephone message saved with a voice conversation for later handling.

WhatsApp Business Account, the Meta business account containing your WhatsApp number.

A voice connection that uses your browser's microphone and audio output for telephone calls.

A callback a messaging service sends to INSIDE when a message or other supported event occurs.

The INSIDE website accounts assigned to an operator.

An element on your website in which INSIDE can display popup content.

The currency chosen for tracked commercial values on an INSIDE website.

Permission for an operator to use a particular website account.

The workforce-management view of workload and staffing information.

The percentage of reactive chats assigned within the WFM service-level target, calculated from service-level hits and misses.

Private call coaching in which the manager's speech is directed to the operator rather than the caller.

An allowed-address or domain list that can override shared address and domain blocks, subject to other checks.

An availability action that lets an operator finish existing work before becoming unavailable.

A label describing why an operator is winding down or changing their availability reason.

A state in which you stop receiving new automatic work while existing work remains.

An unanswered reactive conversation classified as withdrawn rather than abandoned.

A recorded set of AI tasks and their progress within a conversation.

Time after a telephone call for completing notes and other conversation work.

The association between an INSIDE operator and a Zendesk agent found by email.