Glossary
A guide to the terminology of Yola.
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A guide to the terminology of Yola.
Last updated
Was this helpful?
The configurable actions an AI agent can perform when triggered by a person’s voice or text input.
The AI-powered chatbots serving as the first line of support in conversations, which can hand off chats to live agents as directed.
Stands for Artificial Intelligence Customer Experience, where AI provides foundational support to your audience, with human intervention applied as needed.
The popular messaging apps and services that AI and live agents use to converse with people, like WhatsApp, Telegram, and Webchat (an embeddable popup for websites).
A catch-all term for all discussions with your audience through Yola, embodying chats (over messaging channels) and tickets (over email).
Refers to users in your workspace who have the View/Manage livechats assigned to them permissions. This allows them to function as live support agents/representatives in customer chats.
A chat between a person in a messaging channel and a live (human) agent in Yola. Livechats begin after an an initial AI chat gets transferred a live agent.
Your end users who interact with AI or live agents in messaging channels.
A group of live agents that are assigned certain types of conversations, e.g. by language or region.
Used to establish unique settings or groups of users for a workspace's internal units like brands, departments, or subsidiaries.
Represents an organisation's profile in Yola, where top-level settings like users and billing are managed.
Each text message, voice message, or email sent to or from a person in a conversation. Interactions are a tied to subscription plans.