Glossary

Messaging terms, explained

A quick reference for the language of customer conversations and support.

A support approach where every channel — chat, email, social — feeds one connected conversation.

How long a customer waits before any human or bot reply to their message.

A saved, reusable reply that agents can insert in one click to answer common questions.

Resolving a question with self-service or automation before it reaches a human agent.

Customer satisfaction score, usually collected with a quick rating after a conversation.

Automatically assigning incoming messages to the right agent, team, or queue.

A service level agreement defining the response and resolution targets you promise.

Pre-written text for frequent replies, similar to a macro but often simpler.

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