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Glossary

Organization

The business using the Layer XDK within their application or website.

User

A user is any person who is able to sign into the application.

  • Agent: This is a stateful term to describe any user who is responding to a customer.

Customer

A customer is any person engaging with an agent via Layer from the organization's application or website.

Permissions

Users possess one of several permissions levels within the application.

  • Read-only: unable to respond to tickets
  • User: user assigned to a team and able to respond to tickets
  • Admin: manage teams, manage queues, system level settings and able to respond to tickets

Team

A team is a group of users that can be assigned to a queue.

Team Roles

Within a team, users are given discreet roles with additional privileges.

  • Team member: Any user that belongs to a given team.
  • Team lead: Can access the team lead dashboard, view all team conversations, and able to respond to all team conversations, manage their team's assignment limit, and view their team member list.

Assignment limit

The assignment limit is a value specifying the number of concurrent conversations the system should automatically designate to a given user. This value can be set globally for the organization, for a team, or for an individual user.

Conversation

A conversation is a set of messages being sent between an agent and a customer.

  • ID:
  • Status: A conversation has a status associated with it.
    • Open: A new, unassigned conversation.
    • Assigned: A conversation that has been designated to a specific user to address. This is handled either automatically via a queue or manually by a team lead.
    • Closed: After a user has has completed the conversation, either temporarily or permanently.
  • Participants: A conversation contains multiple participants
    • Agents
    • Customers
  • Messages: Discrete text or rich media being sent between the partipants.

Queues

A queue routes open conversations to specific teams.

Inbox

The inbox is where a user is able to see and participate in any conversations assigned to them.