Glossary
A guide to the terminology of Yola.
Last updated
Was this helpful?
A guide to the terminology of Yola.
Last updated
Was this helpful?
The configurable actions an AI assistant 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 reps 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 assistants and live reps use to converse with people, like WhatsApp, Telegram, and Webchat (an embeddable popup for websites).
The highest level of organisation in Yola, each represented with a company workspace and typically used for a corporate or government entity.
A catch-all term for all discussions with your audience through Yola, embodying chats (over messaging channels) and tickets (over email).
Users in your company 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 rep in Yola. Livechats begin after an an initial AI chat gets transferred a rep.
Blanket terms for your target audience (customers, employees, citizens, etc.) who interact with AI assistants or live reps in messaging channels.
The second-highest level of orgnisation in Proto AICX, used to bundle unique settings for a company's internal units like brands, departments, or subsidiaries.
A group of live reps that are assigned certain types of conversations, e.g. by language or region.
Each text message, voice message, or email sent to or from a person in a conversation. Interactions are a tied to subscription plans.