Glossary of Sinch Engage Terms

[Hanna_J]

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.
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