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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.

Auto reload​

A standing order on Billing → Recharge: when the account's total credit balance falls to a level the client sets, Teloring buys the credit package they chose and adds it automatically. The balance is sampled every ten minutes, and the owner is emailed after every attempt. See Credits & Recharge.

Also known as: auto top-up, auto recharge, automatic refill.

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.

Button field​

A field of an object that shows a button on every record — Approve, Send quote. It has no on/off state: each click is recorded with who and when, the field keeps the time of the last click, and a Studio Object change trigger watching it runs on every click. See Objects.

Also known as: action button, record button.

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.

Conditional coloring​

Rules on a view that paint a row or a single cell when the record meets a condition — overdue orders in red. The text colour adapts to the background automatically. See Objects.

Also known as: conditional formatting, row colours, highlight rules.

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.

Credit​

The unit Teloring meters usage in. Every priced action — a WhatsApp template, a minute of a call, a signing link, an AI answer — costs a number of credits, listed under Billing → Usage pricing. See Credits & Recharge.

Also known as: usage credit, balance, unit.

Customer​

The main CRM relationship record — one of the built-in objects. A customer can represent a company, organization, household, account, or person and can connect multiple contacts, conversations, calls, documents, and the records of your own objects.

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

Execution​

One recorded run of a Studio flow, from the moment its trigger fired to the moment its last path ended. An execution stores which trigger started it, every block that ran in order with what it was handed and what it returned, the branch each condition chose, any error, and how long it took. A flow's executions are read in Studio → the flow → Executions, where any one of them can be replayed on the canvas.

How many executions a flow keeps is set by the account's subscription plan. When a flow reaches that number the newest run is still recorded and the oldest finished one is removed, so the most recent runs are always the ones kept.

Also known as: run, flow run, execution log entry, automation log.

Not the same as: a simulation, which is a rehearsal and is never recorded.

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. Each time a flow runs, that run is recorded as an execution.

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.

Formula field​

A field of an object whose value Teloring calculates from other fields of the same record, built from choices rather than code: if Level is 1 then "Yes", Start date + 45 days, Price × Quantity. It updates by itself and cannot be typed into. See Objects.

Also known as: calculated field, computed field, formula column.

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.

Linked record​

A field of an object that points at one record — or, with multiple records, several — of another object: the customer of an order, the materials of a closet. Teloring adds the other side automatically as a related tab. See Objects.

Also known as: relation, relation field, link, reference.

Lookup​

A field of an object that shows a field of a linked record on this record — the price of a product on an order. Live lookups refresh when the source changes; frozen lookups keep the value captured when the link was set.

Also known as: copied field, rollup, reference field.

Object​

A table the account keeps in Teloring: the built-in Customers, Contacts, Calls and Documents, and any the account builds itself — Orders, Products, Projects. Each object has fields, records, views, permissions, import and export, and is available to Studio, Analytics, Forms, AI Agents and the API. See Objects.

Also known as: table, entity, custom object, CRM object, record type.

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.

Monthly credits​

The credit allowance included with a subscription plan. Granted on the 1st of each month, spent before any other credits, and reset — not carried over — at the start of the next month.

Also known as: plan credits, included credits, monthly allowance.

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.

Record​

One row of an object: one customer, one order, one call. A record has a value for each of its object's fields, a change log, and links to the records that point at it.

Also known as: row, entry, item, document.

A field of an object holding how many records link to this one through a linked record field — the number of orders on a customer. Kept up to date automatically.

Also known as: count field, rollup count.

Replay​

Playing one Studio execution back on the flow canvas. A travelling light follows the path the run actually took, blocks are ringed by outcome, and connections the run did not cross are faded. A replay is drawn against a snapshot of the flow as it was when the run happened, so it stays readable even after blocks have been deleted or rewired. A replay is read-only — it is a record, not an editable copy of the flow.

Also known as: run playback, execution playback.

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.

Simulation​

A rehearsal of a Studio chatbot, held in the flow editor. You type as the customer and the flow replies exactly as it would live — same wording, same buttons, same branching — while nothing is sent and nothing is recorded. Every action that reaches outside the conversation (a webhook, an email, an SMS, a CRM write) is skipped and named in the transcript. Where a branch depends on data the rehearsal could not fetch, the simulation asks which of the flow's own branches to take.

Started from 💬 Test this flow on an Incoming Message trigger.

Also known as: dry run, chatbot preview, flow simulator, test conversation.

Not the same as: Test Run, which fires the flow once with sample data and is recorded as an execution.

Support ticket​

One written conversation between a client account and the Teloring support or sales team, opened from Dashboard → Support. Has a reference (TS-1042), a status (Open, In work, Closed) and a thread both sides can add to until it is closed. A bug-bounty report is the same object with its own form and its own list, referenced BB-1043.

Also known as: ticket, bug report, bug bounty report.

Studio​

Teloring's visual workflow automation builder. Studio runs flows made from triggers, actions, conditions, variables, and connections, records every run as an execution, and can rehearse a chatbot as a simulation before it goes live.

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.

Test Run​

A single pass through a Studio flow's draft with sample data, started from Test Run in the flow editor. It proves the flow's shape — that every block is wired, configured and reachable — without sending messages, writing CRM records or placing calls. A Test Run is recorded as an execution, tagged as a test run so it can be filtered out of real traffic.

Also known as: dry pass, flow validation.

Not the same as: a simulation, which is a full back-and-forth conversation and records nothing.

Top-up credit​

Credits bought on Billing → Recharge, earned from an Achievement, or gifted. They sit in a package that is valid for one year, are spent only after the monthly allowance reaches zero, and are not reset each month. When several packages are held, the one expiring soonest is spent first. See Credits & Recharge.

Also known as: purchased credits, extra credits, top-up package, recharge credits.

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 set of filters, sort order and columns over one object (Customers, Contacts, Orders…), shown as tabs above the object's table. Every object has a locked All view; personal or shared views can be pinned under Objects in the sidebar. Views read live data without changing the 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).