Canonical page: https://docs.teloring.com/docs/glossary Last modified: 2026-08-20T20:49:57.000Z # 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](#role), which decides what they may reach, plus individual settings, and can belong to one or more [Teams](#team). **Also known as:** human agent, team member, support representative, operator. **Not the same as:** an [AI Agent](#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](#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](#studio) [flow](#flow) by answering questions in plain language instead of drawing it on the canvas. It is switched on per account in [AI World](#ai-world), and its interviewer is [Hermes](#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](#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](#conversation)** rather than to the [contact](#contact) or the [customer](#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](#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](#role) that supplies the default abilities for every [inbox](#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](#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](#ai-studio) to be enabled. **Also known as:** the AI flow builder, the Studio AI assistant. **Not the same as:** an [AI Agent](#ai-agent), which talks to customers, or [AI Copilot](#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](#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](#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](./product/on-hold.md). ## Onboarding link The one-time link Teloring issues when a [WhatsApp inbox](./product/ring/whatsapp.md) 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](#whatsapp-business-account-waba), 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](./product/ring/whatsapp/onboarding.md). ## 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](#studio) alert) and **how** it should reach them (sound, email, browser push, or the [Notification bell](#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](./product/notifications.md). ## 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](#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](#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](#ai-agent) 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](#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](#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](#inbox) (the connection Teloring configures on top of the WABA).