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Glossaryon

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.
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.).
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.
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

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.

Bot 

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.

Library The library is a space that contains all the pre-recorded elements intended for your visitors (offers, links or canned answers).
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.
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 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.
Channel Chat, Call or Video are communication channels offered by iAdvize to put your online visitors in contact with your respondents.
Behavioral targeting Behavioral targeting is a technology that allows you to trigger a contact invitation (via a chat invitation, a call button, etc.) using a set of criteria (web address of the page currently viewed by the visitor, time spent on a page, etc.) defined on the iAdvize administration.
Call The Call feature is a channel which allows your brand to interact with visitors over the phone or via web phone.
Click to Chat The Chat feature is a channel which allows your brand to interact with online visitors using instant messaging.
Community Messaging This feature allows your customers to help visitors on your website. Build a community of brand advocates and reduce your handling costs. 
Video The Video feature is a channel which allows your brand to interact with visitors using instant video calls.
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).
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.)
Skill You can specialize your agents associating them with specific skills (pre-sales, after sales, etc.). You can then create targeting rules to direct (chat, call or video) contacts towards these skills (and therefore certain respondents) depending on conditions you have defined.
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).
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.
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.
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.
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.
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.
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.
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.
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.
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.
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).
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.
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.

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