The words, defined.

A person who has given you a way to reach them: a phone number or an email. The lead is saved as soon as one of them is in, with everything else they said, and sent to the CRM or system you connect.

See also Qualified lead, Complete-only capture

A lead with answers to the questions you chose to ask, such as dates, budget or group size. You decide the questions, and which of them are required.

See also Lead, Required detail

A question you mark as one every lead should answer. The Qualifier asks it in the conversation, and with complete-only capture on, the lead waits until every required detail is in.

See also Qualified lead, Complete-only capture

A setting you can switch on. With it, no lead is saved or sent until every required detail and a phone number or email are in. Without it, the lead is saved once there is a way to reach them, and fills in as the chat goes on.

See also Lead, Required detail

The system where your team keeps customers and deals. The Handover sends each lead to the CRM or system you connect, so it stays your record.

See also Handover

The agent that gets the lead to your team: it sends the lead to your CRM, lets your team take over a chat, transfers calls to a person and takes callback requests.

See also Take over, Call transfer, Callback request

A button in a chat in your console. Anyone on your team who handles chats presses it, replies as themselves while the agent waits, then presses Hand back. It works when live handoff is switched on.

See also Live handoff, Handover

Whether your team takes over chats live. Switched on, a request for a person in your hours is flagged for your team to take over. Switched off, the agent takes a callback request instead.

See also Take over, Your hours

On a phone call, the agent puts the caller through to a person on your team.

See also Handover

The days and times your team is there to take over. Outside them the agents keep answering, and a request for a person becomes a callback request.

See also Night shift, Callback request

On website chat, when someone asks for a person outside your hours (or whenever callback requests are switched on), the agent takes the number to call and the time they would like, if they have one, and adds it to your callback list. On a call, a callback asked for stays in the call's transcript. Either way it is a request for your team to phone them, not a booked appointment.

See also Your hours, Night shift

The agent that covers the hours your team is not in. It keeps answering and taking leads, and takes callback requests for the morning.

See also Your hours, Callback request

The agent that answers first, on your website chat, phone line and WhatsApp, from the pages, documents and instructions you give it. On WhatsApp the customer writes first.

See also Qualifier

The agent that asks your questions and takes a name and a phone number or email, in inbound conversations and in replies to outbound.

See also Qualified lead, Required detail

One website chat, phone call or WhatsApp thread with one person, from their first message to the end.

See also Transcript

The full written record of a conversation, every message in order. Every conversation is saved with its transcript, so you can check what was said. Calls can also be recorded.

See also Summary

A few plain sentences for a colleague who has not read the chat: who the person is, what they want, the facts they gave, and the next step. Written only when analysis is switched on.

See also Analysis, Transcript

A setting you can switch on. Once a chat goes quiet, it writes the summary and picks out the facts you ask for, such as dates or group size. It is off unless you switch it on.

See also Summary

Where your team works: conversations and their transcripts, leads, callback requests, and your outbound campaigns and replies. Access is set by role: Owner, Admin, Member or Viewer.

See also Take over

Who you should sell to: the kind of company, its size and place, and the people in it worth talking to. The Scout agrees it with you before anyone is contacted.

See also Prospect list

The companies that fit your ICP, and the people in them. The Prospector finds them, and the Checker cleans the list before anyone is contacted.

See also ICP (ideal customer profile), Campaign

One run of outreach to a clean list, by email, LinkedIn, WhatsApp or phone. Our team sends, starts and stops it with you, and you see it and its replies in your console.

See also Interested reply

A reply to outreach from someone who wants to talk. It comes back to your console flagged as interested, with the reason in a line, so your team knows who to call first and why.

See also Campaign, Lead