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Teloring Glossary

Use this glossary when a Teloring term is unfamiliar or when another product uses a different name for the same idea.

Account​

A business workspace in Teloring. Its agents, inboxes, contacts, customers, conversations, Studio flows, files, reports, and settings are isolated from every other account.

Also known as: business account, client account, tenant, workspace.

Agent​

A person who signs in to Teloring to handle conversations and use the workspace. An agent holds exactly one Role, which decides what they may reach, plus individual settings, and can belong to one or more Teams.

Also known as: human agent, team member, support representative, operator.

Not the same as: an AI Agent.

AI Agent​

An autonomous AI profile configured to participate in customer conversations using specific instructions, knowledge, data-collection rules, and human handover behavior. An AI Agent can be a member of a Team and is treated as always online for team auto-assignment, though it never counts toward human presence.

Also known as: virtual agent, AI representative, autonomous agent.

Not the same as: AI Copilot, which assists a signed-in human agent.

AI Copilot​

The in-conversation assistant that helps a human agent understand context, search selected knowledge bases, and prepare responses.

Also known as: agent assistant, conversation copilot.

AI Studio​

The Teloring AI capability that lets a person create a Studio flow by answering questions in plain language instead of drawing it on the canvas. It is switched on per account in AI World, and its interviewer is Hermes.

Also known as: AI flow builder, AI automation builder, generate a flow with AI.

AI World​

The account control page for enabling or disabling Teloring AI capabilities.

Also known as: AI settings, AI feature controls.

Block​

One step on a Studio flow canvas. A block is a trigger (WHEN), action (THEN), condition (IF), or editor-only note.

Also known as: node, workflow step, automation step.

Channel​

The communication technology used by an inbox, such as WhatsApp, email, voice, SMS, Telegram, or live chat. In everyday Teloring use, channel and inbox are often used together, but the channel is the type while the inbox is the configured connection.

Also known as: communication channel, source.

Contact​

A person or address that communicates with the business. A contact can carry fields such as name, phone number, email address, company, status, and custom values.

Also known as: end user, correspondent, lead contact.

Not the same as: a Customer, which can group multiple contacts and related business records.

Conversation​

The shared thread or call record where agents handle customer communication from an inbox. A conversation contains messages or call information plus assignment, status, labels, priority, contact, and customer context.

Also known as: ticket, thread, chat, interaction.

Conversation attribute​

A custom field the account defines that belongs to one conversation rather than to the contact or the customer — such as reason for contact, outcome, or order number. The account designs one set of attributes in Settings → Conversation Attributes; agents fill values in from the conversation's right sidebar, Studio can set them automatically, and they are reportable in Analytics. A new conversation with the same person always starts with an empty set.

Also known as: conversation custom field, disposition, wrap-up code, wrap-up field, conversation metadata, ticket field, case field, outcome code.

Not the same as: a contact or customer field, which describes a person or a business and persists across every conversation; or a conversation label, which is a free-form tag rather than a named field with its own type and allowed values.

Customer​

The main CRM relationship record. A customer can represent a company, organization, household, account, or person and can connect multiple contacts, conversations, calls, documents, and custom object records.

Also known as: CRM customer, organization, account record.

Files Warehouse​

The account-wide inventory for files registered by supported Teloring features, including attachments, recordings, signed documents, and Studio voice prompts.

Also known as: file inventory, storage catalog.

Flow​

One Studio automation made from connected blocks. A flow has a draft canvas and, after publishing, a separate live version.

Also known as: workflow, automation, Studio workflow.

Form​

A public, structured data-collection page created with Forms Builder. A submission can feed CRM data and start a Studio flow.

Also known as: intake form, survey, questionnaire.

Future inbox​

A row in the Channel permissions tab of a role that supplies the default abilities for every inbox connected from then on — and for any existing inbox in that role you have not configured, which shows an Inherited badge.

It means connecting a new channel never requires revisiting every role. Changing the Future inbox values also updates every inherited inbox in that role.

Also known as: default inbox permissions, inbox defaults, inherited permissions.

Hermes​

The AI flow builder inside Studio. Hermes interviews the user one question at a time, then places a complete draft flow — blocks, settings, and connections — on the canvas. Building the flow ends the conversation; the flow is edited by hand from then on. Requires AI Studio to be enabled.

Also known as: the AI flow builder, the Studio AI assistant.

Not the same as: an AI Agent, which talks to customers, or AI Copilot, which assists an agent inside a conversation.

Inbox​

One configured customer communication connection, such as a particular WhatsApp number, email mailbox, phone number, Telegram bot, or live-chat widget. Conversations arrive through inboxes.

Also known as: connected channel, communication source.

Teloring navigation: inboxes are managed in My Ring.

Knowledge Base​

An account-isolated collection of uploaded files and websites that Teloring processes for grounded AI answers.

Also known as: KB, RAG knowledge base, private AI library.

On Hold​

A top-level conversation status, next to Open and Resolved, that parks a conversation until a chosen time. A held conversation leaves every active queue and its owner's dashboard counters, keeps its assigned agent, and returns automatically when the deadline passes or the moment the customer replies — whichever happens first. Deadlines are calculated in the account's business timezone.

Also known as: snooze, snoozed, defer, park, pause, remind me later, follow up later, hold until.

Not the same as: Resolved (the conversation is finished) or Send back in line (the conversation loses its owner and returns to the waiting queue).

Teloring navigation: the On Hold button in a conversation's top bar, and the Conversations → On Hold queue. See On Hold.

The one-time link Teloring issues when a WhatsApp inbox is created, of the form https://onboarding.direct/xxxxxxxx. Opening it authorizes the number with Meta — choosing a business portfolio, creating the WhatsApp Business account, and granting messaging access. Until it is completed the inbox stays Pending Onboarding and cannot send or receive. Teloring shows the link in three places: the setup wizard's final step, the WhatsApp list in My Ring, and the inbox's Onboarding tab.

Also known as: Meta onboarding, WhatsApp onboarding, Embedded Signup, onboarding.direct link, activation link.

Not the same as: the SMS or phone-call verification code Teloring uses to prove you control the number, which happens earlier and inside Teloring.

Teloring navigation: My Ring → WhatsApp, or the inbox's Onboarding tab. See Complete WhatsApp onboarding with Meta.

Notification​

A per-agent alert about something that happened in Teloring. Each agent chooses what to be told about (a conversation assigned to them, a new customer message, or a Studio alert) and how it should reach them (sound, email, browser push, or the Notification bell). Every option is off until the agent turns it on, and one agent's choices never affect another's.

Also known as: alert, agent notification, personal notification.

Not the same as: an outbound message to a customer, or an internal note on a conversation.

Teloring navigation: My Profile → Notifications. See Notifications.

Notification bell​

The bell icon in the Teloring top bar. It shows a badge counting the notifications that have arrived since the agent last opened it, and lists the most recent 100. Opening the list marks everything as read but deletes nothing.

Also known as: bell menu, alert centre, notification centre.

Push notification​

A desktop notification delivered by the operating system, shown even when Teloring is in a background tab or another application is in front. It is one of the four notification delivery methods, and must be allowed once per browser and per device.

Also known as: browser push, web push, desktop notification, Chrome push.

Not the same as: a mobile app push — Teloring delivers push through the browser.

Role​

A named bundle of permissions in a Teloring account. A role decides which features an agent may reach (with Read, Create, Update and Delete actions) and what they may do inside each inbox. Every agent holds exactly one role, and editing a role changes access for everyone on it immediately.

Every account defines its own roles. Five are created with the account — Owner, Team Leader, Marketing, Agent and Viewer — and all of them except Owner can be renamed, re-scoped or deleted.

Also known as: permission profile, permission group, access level, user role, security profile.

Not the same as: a Team, which affects conversation routing and grants no access; or an agent's Department, which is a free-text display label.

Ring​

Teloring's visual model and navigation area for connected inboxes. My Ring is where an account adds and manages communication connections.

Also known as: inbox hub, channel hub, connected inboxes.

Not the same as: a phone ring, an agent queue, or a Studio flow.

Studio​

Teloring's visual workflow automation builder. Studio runs flows made from triggers, actions, conditions, variables, and connections.

Also known as: automation builder, workflow builder, flow builder.

Team​

An account-wide, named group of agents — for example Sales or Support. A conversation can be assigned to a team instead of one person. A team can auto-assign to a random online member, and it limits which waiting conversations an agent may pull with Get next.

Human agents and AI Agents can both be members, and an agent can belong to several teams.

Also known as: agent group, queue, skill group, routing group.

Not the same as: an agent's Department, which is a free-text display label with no routing behavior; or a Role — team membership grants no access rights at all.

Variable​

A Studio placeholder written with double curly braces, such as {{contact.name}}. At runtime, Studio replaces it with data produced by the trigger, an earlier block, or a saved var.* value.

Also known as: template variable, workflow value, placeholder.

View​

A saved, filterable, sortable table over customers or CRM object records. Views read live account data without changing the underlying records.

Also known as: saved table, CRM view, filtered list.

WhatsApp Business account (WABA)​

The account at Meta that holds one or more WhatsApp business phone numbers, created during the onboarding link flow and owned by your business portfolio (Meta's container for a company's business assets, also called a Business Manager account). Meta attaches the display name, messaging limits, and message templates to the WABA — which is why some of those values are read-only in Teloring and can only be changed at Meta.

Also known as: WABA, WhatsApp Business Account, Meta WhatsApp account.

Not the same as: the WhatsApp Business App (the phone app for small businesses), or a Teloring inbox (the connection Teloring configures on top of the WABA).