| 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 |
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