Here is a list of terms in alphabetical order to help you understand our terminology and allow us to speak the same language:
|Account||The iAdvize account is the entity that will contain all the information (configuration, history, etc.) and features related to your use of the iAdvize solution. It is your iAdvize customer account.|
|Administration||It is accessible from the iadvize.com/admin/ URL link. The administration is the interface used to access the conversational panel, settings and activity reports of the solution.|
|Administrator||Administrators have the most permissive role. They have access to all the features offered by the iAdvize solution. They can create, edit or delete elements (user account, conversations, etc.).|
|Agent||Also called an advisor or operator, the agent is the person responsible for handling incoming exchanges on the conversation panel within the iAdvize platform. That person has an account associated with an "agent" role in the iAdvize administration.|
|API||A programming interface (often referred to as an API, aka Application Programming Interface) is a standardized set of classes, methods or functions that serve as a bridge to allow software to provide other software with services. In other words, it is a toolkit provided by iAdvize to retrieve real-time data from iAdvize.
Here you'll find our API documentation.
Asynchronous messaging is a new way to engage your online visitors. Online visitors can send messages even though no respondent is available to answer their queries in real-time.
A bot is an automated respondent you can create from the same section where you can add a human respondent. A predefined and specific scenario allows it to interact with online visitors. If need be, bots can, at any time, transfer a conversation to a human agent.
|Call||The Call feature is a channel which allows your brand to interact with visitors over the phone or via web phone.|
|Call Meeting||Click to call feature allowing your visitors to select when they want to be called back by an agent.|
|Call routing||Call routing is the configuration that defines how the calls from Click to Call are received by the agents. The latter can receive calls directly from a direct phone line or from an automatic call distributor (or ACD).|
|Call window||Also called a "Call box", a call window is a button where visitors can enter their phone number to be contacted by an agent.|
|Channel||Chat, Call or Video are communication channels offered by iAdvize to put your online visitors in contact with your respondents.|
|Chat||The Chat feature is a channel which allows your brand to interact with online visitors using instant messaging.|
|Chat box||The chat box is the graphical interface which allows visitors to interact with an agent via messaging. You can personalize its graphical aspect to make it fit your brand style guide. Here is an example of a chat box.|
|Co-Browsing||Co-Browsing is the name given to the screen sharing feature available within the iAdvize conversation panel. It allows you to take control of the visitor's browsing screen to offer assistance with a website issue and is complementary to the Mirroring feature (visualization of the visitor's online browsing).|
|Community Panel||Also called livefeed. It allows your experts/ambassadors to discuss one another and with your brand in real-time. The Livefeed is available in your administration. To know more about|
|Connector||A connector is an application you can enable from your administration. It allows you to connect iAdvize with a third-party tool (Salesforce, Zendesk, Google Analytics, etc.)|
|Contact||A contact is an interaction between a visitor and an agent. Contacts can take place via Chat, Call, or Video.|
|Conversation||A conversation can contain several different contacts (due to a conversation transfer or the use of the snooze feature for asynchronous conversations).|
|Conversation Panel||Accessible at the address iadvize.com/pupitre/, the conversation panel is a graphical interface for receiving chats/calls/videos. You must be logged in to trigger the display of the chat/call/video boxes.|
|Conversation Queue||Setting up conversation queues allows you to engage your visitors even if no agents is available to instantly respond to these messages.
Learn more about the conversation queue.
|Conversion tag||The iAdvize conversion tag is not mandatory but recommended. It must be implemented on your payment confirmation page and allows iAdvize to offer sales statistics. You will then know the revenue generated through iAdvize|
|Custom data||"Custom Data" is information about the visitors browsing your website and their activity (customer ID, order value, etc.). This information is transmitted to iAdvize in order to be displayed on the conversation panel or be used as criteria to trigger targeting rules.|
|Customer experience||Customer experience groups the notions of Satisfaction and Net Promoter Score to evaluate your visitors' satisfaction after a conversation with your respondents.|
|Display||The number of channel views that appeared on the site during the selected period.|
|Emojis||Emojis or Emoticons are pictograms that allow you to express emotions.|
|Fixed button||The fixed button is a button placed in the actual content of your web page. It is integrated with your page body, therefore, it does not follow the online browsing of your visitors as the floating button does.
Here is an example.
|Floating button||The floating button (or classic on the notification builder) is generally placed in the right corner of your website. It is called a floating button because when visitors use the vertical scrollbar to access the bottom of the page, the button follows their online browsing and remains visible at all times. Here is an example.|
|GraphQL||GraphQL is our new API, all new resources will only be exposed in this new API. We are currently migrating old resources from Rest API to GraphQL. Please note that we are in alpha version, resources are pretty stable but authentication method will change in the next months.|
|Group||It is possible to associate a set of users to a group (in the same way as for skills). A user associated with a group will not be able to view statistics from another group.|
|Instant callback||Call channel feature allowing your visitors to be called back by an agent immediately.|
|Invitation||An invitation is a graphic element that is placed in the foreground on your site that offers visitors the possibility to start a conversation with one of your agent. When an invitation is displayed, the rest of your site is shaded in the background. This is a very intrusive element to the user, and should be used sparingly. Here is an example of an invitation.|
|Library||The library is a space that contains all the pre-recorded elements intended for your visitors (offers, links or canned answers).|
|Manager||The manager is an iAdvize user account role. The manager has access to information from the group to which they are associated (supervision, supervisor or statistics). They can also create or edit links, offers or canned responses. They can add, edit or delete "agent" accounts.|
|Markdown||Markdown is a markup language that makes it easy to format plain text for rendering in HTML or another format.
Unlike HTML based on the use of tags, Markdown is intended to allow better writing and readability of content, providing a simpler means of conversion. Here is some examples.
|Message||The message is a predefined text contained in a pop-in. Its display is triggered by a targeting rule. Here is an example of a message.|
|Mirroring||Also called "Screen Sharing". It is a mirroring functionality of the cobrowsing (integrated in the iAdvize discussion panel) which allows you to view the navigation of your site visitor.|
|Notification Builder||Intuitive and user-friendly, the notification builder will allow you to customize your own notifications to engage your visitors.|
|NPS||The Net Promotor Score is the propensity for a client to recommend you to their entourage (colleagues or relatives). When the NPS is offered, the customer can select a score from 0 to 10.|
|Objectives||As an administrator or manager, you can set daily goals that your agents must achieve. It can be a number of contacts to handle within the day, a sales volume to be achieved, etc.|
|Offers||An offer is a pre-formatted message that you can send to your contact by chat. An offer is a unit consisting of a text message, a picture and a hyperlink. It is mainly used to showcase a product, service or a discount code for example.|
|Role||Each iAdvize user account is associated with a role. There are 3 roles (agent, manager, administrator), each with more or less restricted access to the functionalities of the solution. For example, the administrator shall have all the rights while the agent can only access the conversation panel.|
|Routing group||Routing groups allow you to define which agent or expert will receive conversations triggered by targeting rules.|
|Routing rule||Routing rules allow you to associate targeting rules (cf. targeting rules) to better distribute conversations among different routing groups.|
|Scoring||Strategy based on visitor behavior, unlike a static strategy where iAdvize is always present on the defined pages. The choice of one or the other of these methods varies according to the flow of visitors on the site, the construction of the site, your objectives, the agent available, etc. In particular, scoring is more appropriate if the visitor traffic is high and the site is complex.|
|Site||Within your iAdvize account, you have the option (if your subscription allows it) to add various sites. A site generally corresponds to a website but can also refer to a language supported by your site. Each site can be configured independently and has its own statistics.|
|Skill||You can specialize your agents associating them with specific skills (pre-sales, after sales, etc.). The skills will be useful especially when creating routing groups.|
|Snooze||Snooze a conversation for a certain length of time (3 hours, 24 hours or custom). The conversation in progress will disappear from the conversation panel and will be sent to the conversation queue.|
|Statebox||The Stateboxes are displayed at the bottom of the conversation panel and can be of different colours. Here is an example|
|Supervision||Accessible from the address iadvize.com/supervision/, supervision is the interface that allows you to monitor in real time the activity of the solution. It allows among others to check in real time the presence of the agents connected to the discussion panel as well as their performance (number of contact, sales, satisfaction, occupation, etc.) on a daily basis.|
|Supervisor||Accessible from the "Supervise" button on the supervision interface, the supervisor is the interface for viewing real-time interaction between the agent and the visitor. It also allows the sending of messages to the agent.|
|Targeting rule||The targeting rules allow you to set iAdvize display conditions on your site. You can choose the output format (floating button, invitation, etc.) and the conditions that will trigger the display (duration of visit, page url, amount of the basket, etc.).|
|Third party messaging apps||Third party messaging apps include : Mobile app, Twitter, Facebook, SMS, Messenger, WhatsApp[private beta] ). These are pushed directly to the bottom of your conversation panel, just like chat conversations.|
|Transfer||The transfer of a conversation with a visitor to another agent or to a group of agents is possible by clicking on the "transfer" button. This option is particularly useful if you do not have the answer to the question asked. Read more Transfer a visitor|
|Triggered||Number of times a targeting rule has been triggered, following the detection of an eligible visitor on the site|
|User||By "User" we mean all individuals with an iAdvize account whether agent, manager or administrator.|
|Video||The Video feature is a channel which allows your brand to interact with visitors using instant video calls.|
|Visitor||This is the name given to the person navigating on your site.|
|Webhook||These are user-defined HTTP callback functions that retrieve and store data from an event, usually external to your application.|