Word |
Description |
Related articles |
Account |
When signing up to Sinch Engage, an account is created for the customer. A Sinch Engage customer has one account, but the account can have one or more projects. |
Account, projects and channels |
Admin |
A user role with access rights to all views and settings in Sinch Engage |
User roles |
Agent |
A user role that only allows the user to see and respond to conversations assigned to them |
User roles |
Assign |
A conversation is assigned to the agent that is expected to respond to it. Assigning conversations can be done either manually or automatically using auto-routing. |
Assign a conversation |
Assignment |
The view where users of role Dispatcher can view and manually assign incoming conversations to agents. |
Assign a conversation |
Audience |
Used for segmenting your customers based on their properties. After you have created an audience, you can use it to send mass communication, for example, a newsletter or a campaign offer. |
Manage your audiences |
Auto-routing |
Used to automatically assign incoming conversations evenly across available agents, reducing the effort of manually assigning conversations. |
Using auto-routing |
Campaigns |
Used to send outgoing messages to multiple customers at the same time. A campaign is created by defining the message to be sent, who to send it to, and when to send it. |
Campaigns intro |
Channel |
One of our supported messaging apps, such as WhatsApp or Facebook Messenger. |
Create a channel configuration |
Chatbot |
The view where you can create, modify, and delete your chatbot. A chatbot is used to partly or fully automate the conversation with customers. |
Chatbot intro |
Conversation |
The back-and-forth sending of messages between Sinch Engage and a customer. It is started either by a message being sent from Sinch Engage, or by the customer initiating a conversation with the company. A conversations ends either when an agent ends it or when no messages have been sent for a defined period of time. |
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Conversations |
The part of Sinch Engage where all conversations that should be managed by a human agent are handled. It includes viewing, responding to, and assigning conversations. |
Conversations intro |
Customer |
The receiver of messages sent from Sinch Engage or the originator of messages sent to Sinch Engage. |
Customers intro |
Customer details / customer properties |
Used for storing additional information about a customer in addition to name and number. They are used both for agents to know more about the customer they are chatting with and for segmenting audiences when sending campaigns. |
Create a customer property |
Dispatcher |
A user role with access to all conversations, including viewing, responding, and assigning. A dispatcher can also access all customer information. |
User roles |
Editor |
A user role with access to Campaigns only. Editor users can create and send newsletters. |
User roles |
Extension |
Panels shown in Workspace, providing the agent additional information and context about the customer and the conversation. They also provide tools that can be useful when responding to conversations. |
Workspace overview |
Newsletter |
Today just a version of a campaign, used to send outgoing messages to multiple customers at the same time. |
Newsletter overview |
Note |
Agents can use notes to add an internal comment or description to a conversation. |
Use notes |
Project |
Defines a set of channels and related configuration. Conversations, chatbots, campaigns, customers, and all related data is unique for a project. An account has one or more projects. Multiple projects are used to separate concerns between teams, brands, or languages. |
Project intro |
Reply template |
Predefined messages that an agent can use to respond to customers more efficiently. Reply templates are typically used for common messages like greetings, opening hours, and apologies for waiting. |
Use reply templates |
Tag |
Used to label and catergorize conversations |
Use tags |
User |
A person that uses the Sinch Engage platform and logs in with unique credentials. Each user has a specific role that defines access rights - admin, dispatcher, agent, or editor. A user has access to one or more projects. |
User roles |
WhatsApp message template |
To start a conversation with a customer on WhatsApp, you first need to send a WhatsApp message template. You can't start a conversation by sending a free form message. All WhatsApp message templates must be approved by Meta before they can be used. |
Create a WhatsApp message template |
Widget |
A customizable web component that includes the entry point for customers to Sinch Engage channel(s). You can embed it on any website or webpage that you own. |
Widgets |
Workspace |
The view where all communication between an agent and a customer happens. |
Workspace overview |