Core concepts

Workspace

A workspace is a tenant. Members join with a role (Owner, Admin, Manager, Agent, Viewer). Everything below is scoped to a workspace.

Channel connection

A connected Messenger page, Instagram account, WhatsApp number, Telegram bot, Viber bot or Custom Channel. Tokens are encrypted at rest.

Conversation (case)

A thread with one customer on one channel. It has a status (OPEN, PENDING, ON_HOLD, WAITING_AI, AGENT_HANDLED, CLOSED), an assignee, a queue, tags, a disposition and a wrap-up note. The inbox calls it a case.

Ticket

A work item with number, status, priority, SLA clocks, custom fields and comments. With auto ticket on (default), every new conversation creates a ticket linked one-to-one. Tickets can also be created manually, by automations or via the API.

Contact & company

The person behind a conversation, resolved across channels by external ids, email or phone. Contacts can belong to a company and carry custom fields, tags and an activity timeline.

Queue

A routing group with a strategy (round robin, fewest assignments, random), members and a max-cases-per-agent limit. The workspace also has a global capacity limit.

Platform events

Every module publishes events (conversation.created, message.received, ticket.updated, sla.breached, ai.handover, …). Automations, outgoing webhooks, auto ticketing and SLA tracking all subscribe to this bus.