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Verloop.io Terminologies

New or old, when working with Verloop.io, you’ll come across many terms that you might know and sometimes you don’t. Whenever in doubt, refer to this document to familiarise yourself with the terms we use at Verloop.io.

Verloop.io User: Any person who has an account on the Verloop.io platform. Verloop.io Users can be anyone from Agent, Admin, Profile Manager, Manager, and Outreach Manager. 

Agent: The customer support representative that handles customer chats on the chatbots and helps them find solutions to their queries. 

Admin: The admin profile gets full access to the Verloop.io platform.  

Profile Manager: The profile manager can add new users to the Verloop.io platform. Profile managers can only access the Add User feature in the settings section. 

Manager: The Manager profiles are agent supervisors who maintain chat quality. This profile gets access to only the Dashboards and Livechat sections. 

Outreach Manager: The outreach manager profile is responsible for triggering outreach campaigns. They have access to only the outreach section. 

Customers: Your end users who engage with the chatbots on your channels such as the website, mobile app, Facebook Messenger, Instagram, and WhatsApp. 

Dashboard: It’s the section where you will find data and information on bot and agent performance that can help you make decisions to improve your customer support. 

Real-time dashboard: In this section of the Verloop.io platform, you will find real-time data and information on bot and agent performance that can help you make decisions to improve your customer support. 

Outreach: The feature through which the clients send outbound messages via excel or API to their target audience. 

Live Chats: The section on the Verloop.io platform where you can access all the incoming/outgoing chats. This is where agents interact with the customers.

Bot Recipes: The place to build your chatbot flow. Here you can customise how your chatbot interacts with customers and help them achieve their goals. 

FAQ: The section allows your BOT to understand user intent and answer common user queries. Here you can update and train your BOT and get insights on FAQ performance.

People: This page shows a list of all the people who interact with your Bot. You can filter, edit and delete people from this page.

WABA: WhatsApp business application(WABA) allows businesses to send and receive messages through the WhatsApp Business API. 

Campaigns: These are the series of drives run by you in order to engage and build rapport with a considerable portion of your WhatsApp audience. 

Channels: The platforms where we can make the bot live are called channels. There are five channels that we currently support:

  1. Website
  2. App (Android & iOS)
  3. WhatsApp 
  4. Facebook
  5. Instagram

Integration: The process of bringing together two different systems under a single umbrella is called Integration. This term could be used in many scenarios. This could be channel integration, CRM integration, ticketing tool integration, and many more.

Chat Concurrency: Maximum number of chats that an agent can accept at a time is the Chat concurrency. 

Triggers: Triggers are customizable actions that are set up to certain customer stimuli i.e. you can get your bot to behave differently around different customers. Triggers help you customize the bot and activate it to follow some particular “recipe”

Livechat Plugins: Livechat plugins helps in integrating Verloop.io’s platform with the client’s system, CRM, or any other third-party application thereby enabling them to push or fetch data in a pre-configured way.

Livechat: In this section of the Verloop.io platform, you can access all the incoming and outgoing chats happening with your customers. This is where agents interact with the customers. 

Client ID: It’s the unique identifier for your account through which you can access your Verloop.io account. Example: abc.verloop.io

Chat link: Every chat that you have with your customer is unique and hence has a unique identifier in the URL. This URL can be shared with your teammates and is called a chat link. Example of a chat link: abc.verloop.io/v2/live-chats/2/5928

Updated on December 27, 2022

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