Glossary of Terms

In order to help users better understand the platform, here are the definition of the terms that are commonly used in the platform.


A user to whom the contact was assigned to.


An action where a contact can be assigned to any users in the space.

pageAssignment and closing a conversations


Automated processes that can be configured with a specified trigger and expected outcome.

Away Message

Away Message function is designed to be activated when Platform Users are not available to answer messages from contacts.


A feature to transmit specified content to a group of contacts through a specified channel

pageBroadcast Overview


The messaging medium connected to the platform to receive and send messages from contacts. For example, Facebook Messenger can be connected to ISMessenger as one of the messaging channels to engage with your contacts.

pageChannel Overview

Closing Note

Closing notes are conversation summaries that are provided by users when closing a conversation. The closing notes can be used for reporting and analytical purposes.

pageClosing Notes


Contacts are people who have interacted with the messaging channels connected to the platform. Their contact profile is created when they send their first message through any connected messaging channels



The interaction between a contact and the messaging channel are referred as a conversation. One contact can have many conversations with a space and each conversation will have its own metrics and context.

Custom Field

An attribute type that collects facts about the contacts that is in your business's context. An example of a custom field can be the plan the contact is subscribed to.

pageContact Fields

Custom Inbox

A collection of contacts based on a set of criteria. Custom Inbox can be used in the Contacts and Messaging module to filter contacts of a certain context

pageContact Search and Custom Inbox


An active connection that can be configured with a third-party product that helps you to achieve more with One of the common use cases is using DialogFlow as a bot to respond to messages.



A written communication sent from your contact to any of the messaging channels. A contact may send multiple messages at one time and it can be in various form.

pageMessages Overview


A message template that is used for standardized replies and responses to your contacts. Snippets can be shared with other users across the space.



Space is referred to as a workspace for the users to perform tasks such as responding to contacts, viewing the dashboard, creating broadcasts, configuring the space and etc.


Surveys are best used to quickly and automatically collect information from a large volume of your contacts. By sending surveys are able to collect and record qualitative data as well as save important information as custom fields.


A manual attribute to group the contacts on the platform. Tags can be added to contacts via automation or manual tagging. In addition to that, it can be used to filter contacts and create contact views.


A group of users that shares a common goal in the workforce.



A person that is given access to the space on the platform



A collection of contacts based on a set of criteria. Views can be used in the Contacts and Messaging module to filter contacts of a certain context.


Workflows is a visual Workflow builder used to automate processes. Workflows are flexible enough to incorporate elements like Contact data to build automation such as automated messaging, auto-assignment and more.



A Workspace is an independent sub-account within the Organization. Each Workspace has its own database, users, channels and settings, among others.

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