Help Center

Explore our knowledge base
article

Glossary

The iAdvize team uses a special terminology to describe its solution. In order for you to understand all of these terms and so that we speak the same language, here is a list of words or phrases in alphabetical order:

 

Administrator The administrator role is more permissive. The administrator has access to all the features of the solution. They can create, edit or delete elements (user account, discussion, etc.).
Administration Accessible from the address iadvize.com/admin/,the administration is the interface used to access the discussion panel, settings and activity reports of the solution.
API A programming interface (often referred to by the term API for Application Programming Interface) is a standardised set of classes, methods or functions that serve as a front through which a software provides services to other software. 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 tag An Asynchronous tag is a script that runs when the entire page has loaded no matter where it is in the source code. The advantage of the Asynchronous tag is that it does not interfere with the loading time of your pages and therefore the fluidity of navigation of your visitors.
Chat bar The char bar is a widget that is automatically positioned at the bottom of your web site and is visible on all of your pages. Here is an example.
Library The library is the space that contains all the pre-recorded elements intended for your visitors (offer, link or canned response).
Chat box This is the area in which the messages exchanged between the visitor and agent are displayed
Service button The service buttons are iAdvize buttons that appear on your site and allow visitors to get in contact with one of your agents. There are two types of service buttons, the fixed button and the floating button.
Fixed button The fixed button is ​​a button that is placed in the actual content of your page. It is integrated in the body and therefore does not follow the navigation of the visitor as the floating button does. Here is an example of a fixed button.
Floating button The floating button is a floating button that is typically placed on the right of your site. We speak of a floating button because when the visitor uses the vertical scrollbar to access the bottom of the page, the floating button follows the navigation and remains visible at all times. Here is an example of a floating button.
Channel Chat, call or video are communication channels offered by iAdvize to connect your visitors with your agents.
Behavioural targeting Behavioural targeting is a technology that makes it possible to trigger a contact proposal for a visitor (invitation, call button, etc.) via a set of criteria (address of the current page, time spent on a page, etc.) defined in the iAdvize administration.
Click to Call Click to call is a channel enabling exchanges with visitors by phone or webphone.
Click to Chat Click to chat is a channel enabling exchanges with instant messaging with a visitor.
Community Messaging This feature allows your visitors to help other visitors on your website. Build a community of experts to reduce costs.
Click to Video Click to the video is a channel enabling exchanges using instant video with a visitor.
Cobrowsing The cobrowsing is the name given to the screen sharing functionality in the iAdvize discussion panel. It includes the handling of navigation and mirroring (visualisation of navigation).
Skill You can specialise your agents by associating them with specific skills (pre-sales, after sales, etc.). You can then create targeting rules for redirecting contacts (chat, call or video) to these skills (and therefore certain agents) depending on the conditions defined.
Account The iAdvize account is the entity that will contain all of the information (configuration, history, etc.) and features related to your use of the iAdvize solution. This is simply your customer account within iAdvize
Agent Also called an advisor or operator, the agent is the person responsible for handling incoming exchanges on the discussion panel within iAdvize. That person has an account associated with an "agent" role in the iAdvize administration.
Contact A contact is an exchange between a visitor and an agent. A contact can be made by chat, call, or video.
Custom datas "Custom Datas" is information relating to the visitors of your site and their activity (customer ID, amount of the shopping cart, etc.). This information is transmitted to iAdvize to be displayed in the discussion panel during the chat with a visitor or it can be used as criteria for triggering the behavioural targeting rules.
Call window Also called a "Callbox", it is the window where visitors can enter their phone number to be contacted by an agent.
Chat window Also called a "chat box" or "ChatBox", the chat window is a graphical interface that allows visitors to chat with an agent. You can customise the look of the chat window to match the colours of your website. Here is an example of a chat window.
Queue You can activate a queue for your visitors. If all of your agents are busy, visitors will be placed in a queue until a place becomes available. Visitors are notified of their position in the queue as well as its progress until they are connected to the agent.
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.
Genius Targeting Enabling this feature will automatically modify the targeting rules (in real time), depending on the number of visitors on your website, and the availability of your agents.
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.
Instant callback Click to call feature allowing your visitors to be called back by an agent immediately.
Click to Call Meeting Click to call feature allowing your visitors to select when they want to be called back by an agent.
Labs Labs is a section of your iAdvize administration where you will find the new features that are still in beta, to which you can subscribe.
Visitor's List This is the list of users currently browsing your site. Once opened, the list is updated regularly (and not in real time). 
Warning: This feature is only available for sites with low traffic volume.
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.
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.
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.
Pop-in The pop-in is a chat box whose display can be triggered via a targeting rule. Here is an example of a pop-in.
Discussion Panel Accessible at the address iadvize.com/pupitre/, the discussion 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.
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.).
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 discussion panel.
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).
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.
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.
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.
Dashboard The dashboard is the home page of the iAdvize administration. It summarises the activity of the solution in a few key figures.
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.
iAdvize tag The iAdvize tag is a Javascript code called asynchronously on your site. It must be positioned on all of your pages and allows you to run iAdvize.
User By "User" we mean all individuals with an iAdvize account whether agent, manager or administrator.
Visitor This is the name given to the person navigating on your site.

Comments