#A
- Account
Your business inside SupportFast. It has the plan, the payments, the team and the phone numbers, and it contains one or more workspaces. See How SupportFast works.
- Automatic purchase
When a monthly quota is about to run out (fewer than 50 AI messages, 5 minutes, 250 runs or 50 sends left) or has run out, it buys the matching pack by itself. It is a one-off purchase: the pack is valid until the end of the month and doesn't renew. At most 5 packs per type per month. It is off by default. It keeps a quota from reaching zero, but it doesn't restart a campaign that is already paused. See Add-ons and automatic purchase and A monthly quota has run out.
- Add-on
An extra for your plan that you buy from AccountSubscription, without changing plan: for example a “Minute pack”, a chat agent or an extra team seat. It is recurring: it is active right away, you pay for it every month from the purchase date, and it renews until you cancel it. Not to be confused with the automatic purchase pack, which is valid only until the end of the month. See Add-ons and automatic purchase.
- AGENT (node)
The first node in the chat agent's Playground. Pressing it opens the “Instructions and AI model” panel, with the agent's prompt, the business scope and the AI settings. See Playground: instructions and flows.
- Chat agent
The AI agent that answers in writing: on your website, WhatsApp, Instagram and Messenger. See The chat agent.
- Voice agent
The AI agent that answers the phone or calls your contacts. In some places in the console it appears as “Assistant”, for example in the list of numbers; in the plan cards as “phone agents” and in Subscription as “Phone assistants”. See The voice agent.
- Training
How the chat agent learns your business's information: website pages, documents, texts and FAQs. The agent uses the new information once training is “Completed”. See Training: how it works.
- Business scope
One or two sentences about what your business does, for whom and where. It tells the chat agent who it works for and what it can talk about. You write it when you create the agent and find it again in the AGENT node of the Playground. See Creating and managing the agent.
- Automation
A flow that starts by itself when an event happens, for example a message or a call that has ended. Then it performs actions: it sends a message, updates a contact, sends data to another program. See Automations.
#B
- Knowledge base
Everything the chat agent has learned through training. When the customer writes, the agent looks here for the information it needs to answer. See Training: how it works.
- Contact blocking
Stops all exchanges with a contact, on every channel. The agent doesn't answer them, templates aren't sent and their calls aren't handled. You remove it with Unblock contact. See Blocking contacts.
- Boolean
A data type that can only be yes or no, true or false. For example “to call back”.
- Draft and published version
In the chat agent's Playground and in the automations' Playground you work on a draft. Customers see the published version, which changes only when you press Publish. See Testing and publishing.
- Business Manager
The Meta area where a business manages its Pages, its WhatsApp Business accounts, the people who work on them and payments. In Meta's most recent screens it is called “business portfolio” and opens from Meta Business Suite. To connect WhatsApp, you need a Facebook account that is an admin of it. See WhatsApp: connecting your number.
#C
- Cache
A copy of pages that the website, an optimization plugin or the browser keeps aside to load them faster. If it is out of date, the site may not show the widget you just installed or your latest changes: clear it from the control panel of the site or the plugin. See The widget doesn't appear on the site and Clear the cache.
- Campaign
A send to a group of contacts: WhatsApp messages with a template, or calls from a voice agent. See Campaigns.
- Channel
The way conversations come in: website widget, chat link, WhatsApp, Instagram, Messenger or phone. You connect WhatsApp, Instagram and Messenger on the workspace's Integrations page. See Workspace integrations.
- Folders and labels
They keep conversations organized: a conversation sits in one folder and can have several labels. You also use them as filters in the inbox. See The conversations inbox.
- Web Call
A test of the voice agent from your browser, with your computer's microphone: start it from Test CallWeb Call. It is a real call: it uses minutes and takes up one of the concurrent calls. In Calls you find it under the “Voice web chats” channel. See Testing the agent.
- Concurrent calls
The calls open at the same time across the whole account, tests included. Your plan sets how many; to get more, move to a bigger plan or ask support for an “Extra concurrent call”. See Callers hear a busy tone.
- OpenAI key
The secret code of your OpenAI account. If your plan includes your own key and you enter it, the AI runs at your expense on OpenAI and AI messages don't count against your plan. Only people with the “Billing” permission can set it. See OpenAI key.
- Coexistence
The same WhatsApp number works both in the WhatsApp Business app on your phone and in SupportFast. See Coexistence with the WhatsApp Business app.
- Condition
The automation node that splits the flow into several branches based on data, for example those who booked an appointment and those who didn't. See Nodes: logic and data.
- Contact
A person's card in the workspace's contact book, with name, email, phone and variables. It is created by hand, from an import, from the widget, from WhatsApp, from a call or by profiling. See The contact book.
- Conversation
The exchange of messages between a customer and the chat agent, or an operator, on a channel. It has a number, for example “Conversation #128”. On the phone, it is called a call instead. See The conversations inbox.
#D
- Execution details
The button under the customer's message that opens “Turn details”: how the chat agent prepared the answer, what it searched for in the knowledge base and which Tools it used. Not to be confused with the Knowledge Base label above the answer, which shows only the knowledge search. See Why the agent answered that way.
- Call forwarding
A service from your phone carrier that sends calls from your number to the voice agent's number, that is, to a platform number or a SIP line: without one of these, there is nowhere to forward to. You set it up with your phone carrier, not in SupportFast. Not to be confused with transfer. See Forwarding calls from your number.
- Publishing domain
The domain of the website where the widget can appear, for example esempio.it. It is optional. If you set it, the button appears only on that domain, with or without www; the chat link and the iframe work anywhere. See The publishing domain.
#E
- Element
What you create inside a workspace. There are four elements: chat agent, voice agent, automation and campaign. You create them with Create element. See Workspaces and Overview.
- Enum
A data type that can only take one of the values you write, for example “service”, “inspection” or “tires”.
- Run
Each time an automation starts. Each run has a status, for example “Completed” or “Failed”. Runs are a monthly plan quota. See Dashboard and runs.
- Outcome and sentiment
Two pieces of information the AI writes after a call. The outcome says how it went for your business, for example “Appointment booked”: in the console it appears as “Result” or “Outcome”. The sentiment tells you the customer's mood. See Calls: list and details.
#F
- 24-hour window
A Meta rule: on WhatsApp, Instagram and Messenger you can reply freely only within 24 hours of the customer's last message. See Meta rules: 24 hours, costs, limits.
#I
- Iframe
A frame that shows one page inside another page. In Agent profileShare, “iFrame” panel, you find the code to place the agent's chat inside a page of your site, in a fixed space, instead of the button at the bottom. The publishing domain doesn't apply to the iframe. See Agent profile: Share.
- Inbound and outbound
The role of a voice agent: inbound, it answers customers' calls; outbound, it calls your contacts, for example in a campaign. In Telephony they appear as “Inbound” and “Outbound”. See Creating the voice agent and Assigning and managing numbers.
- Instructions
The same as prompt: the text that tells the agent who it is and how to behave.
#K
- Knowledge Base
In Conversations, the label above a chat agent's answer: it opens the “Knowledge base” panel with the training content the agent used. For the whole path of the answer, use Execution details instead. See also Knowledge base.
#L
- SIP line
The internet connection between your PBX, or your VoIP phone carrier, and the voice agent. In the plan cards it appears as “Use your own number · SIP line”, in the plan dialogs as “SIP trunk”. See Connecting your PBX (SIP).
- Chat link
The address that opens the chat agent's chat as a full page. You find it in Agent profileShare. See Installing the widget on your site.
- List
A group of contacts you choose, for example “VIP customers”. You use it as a campaign audience and as an event or action in automations. See Lists.
- Live chat
The feature that lets an operator, that is, a teammate, take over a conversation from the chat agent and then hand it back. You turn it on in the Operator Chat tab of the Agent profile, on plans that include it (Plans, quotas and usage); in the console it also appears as “Live Chat”. The Playground's “Live” switch is something else: it shows the published version. See Agent profile: Operator Chat and Stepping in as an operator.
- Padlock
It marks a plan limit: a feature your plan doesn't include, or a resource you have reached the maximum for. In the chat agent's Playground and in the automations' AI nodes, it also marks choices that require your own OpenAI key. It never means a missing permission. See The padlock and the limit dialog.
#M
- AI messages
The answers written by a chat agent's AI, on any channel. They are a monthly plan quota. With your own OpenAI key, if your plan includes it, they don't count against your plan. See How usage is counted.
- Messenger
The messaging channel of your Facebook Page. In the channel icon and filter, the console calls it “Facebook”; in Integrations, “Facebook Messenger”. See Messenger.
- Call minutes
The account's monthly quota for phone calls, inbound and outbound. See How usage is counted.
- End reason
It says who or what ended a call, for example “Busy” or “Voicemail”. In the console it has two labels: “End reason” in the voice agent's Dashboard and in the run details, and “Ended by” in the call summary. See Calls: list and details.
#N
- Node
A step drawn as a box on a Playground. In the automations' Playground it is, for example, a message, a wait or a condition; in the chat agent's Playground, the AGENT node, a tool, a form or an instruction. See Nodes: messages and actions and Playground: instructions and flows.
- Internal notes
Notes for your teammates inside a conversation. They appear in yellow and the customer never sees them. They are included, however, when you export conversations. See Writing, attachments and tools.
- Platform number
A phone number that you buy from the console, in AccountTelephony, and assign to a voice agent. In the list of numbers, its type is “Purchased”. In this guide we always call it “platform number”. See Buying a number.
#O
- Operator
Depending on where you are in the console:
- in live chat (the Operator Chat tab) and in Conversations, the operator is the teammate who takes over a conversation from the chat agent, as in “Request an operator”;
- in Telephony statuses and messages, such as “Under carrier review” or “Blocked by the carrier”, the carrier is your phone company, not an operator;
- in the automations' “Condition” node, the Operator field, between “Field 1” and “Field 2”, is the comparison to make, for example “Equals”.
See Stepping in as an operator, Problems with numbers, forwarding and SIP and Nodes: logic and data.
- Opening hours
The time slots when your team is at work, with the closing days. They are used by the agent's replies, operators, transfers, voice greetings, automations and statistics. You set them in the workspace. See Opening hours and closing days and, for all the settings that use them, Hours in SupportFast.
#P
- Overview
The main page of a workspace, with all its elements and their status. Not to be confused with Home, which lists your workspaces. See Workspaces and Overview.
- Forced pause
An element, a user or a number stopped by the plan, for example after moving to a smaller plan. It is not deleted. See The forced pause.
- Playground
The canvas where you build behavior. In the chat agent's Playground you write the instructions in the AGENT node and add tools; in the automations' Playground you draw the flow. See Playground: instructions and flows.
- Automatic profiling
The AI reads conversations and calls and fills in the contact's fields by itself, such as name, email or variables. It is off by default. See Variables and automatic profiling.
- Agent profile
An agent's settings, divided into tabs. Each tab is saved on its own. See Agent profile: General.
- Document profile
The details and documents of the number holder that the phone carrier asks for some numbers. You fill it in once and it also applies to later numbers. See Documents for numbers.
- Prompt
The agent's instructions: who it is, what tone it uses, what it must and mustn't do. In the chat agent, they are in the AGENT node of the Playground, in the Instructions for the AI (prompt) field. In the voice agent, they are in the “Prompt & Instructions” step of the Agent profile, together with everything the agent knows about your business. “Prompt” is also the name of a node, in the chat agent's Playground and in the automations' Playground, that has the AI carry out a separate task. See Writing good instructions and Prompt & Instructions.
- Account owner
The person who created the account. The owner always has all permissions, can't be edited from Team and is never suspended; only the owner can delete the account. Not to be confused with people who have the “Team and permissions” permission, who manage users without being the owner: in console messages, both appear as “Administrator”. See Team, roles and permissions.
#R
- Recording with consent
A voice agent setting: if the customer refuses consent during the call, the call audio is not kept in SupportFast, not even the part recorded before the refusal. The transcript and the summary remain. It is off by default. See Recording and consent.
- Quick replies
Ready-made texts that an operator inserts into a conversation with Quick replies. You write them in the Templates tab of Agent profileConversations. See Writing, attachments and tools.
- Roles and permissions
They decide what each team member can see and do, that is, you and the teammates who sign in to your account. You manage them in AccountTeam, with a ready-made role or with permissions chosen one by one. See Team, roles and permissions.
#S
- Automatic sync
It reads your website again at regular intervals and updates the agent's knowledge base when the pages change. You turn it on in plans that include it, with different frequencies depending on the plan (Plans, quotas and usage). See Training from your website.
- Sitemap XML
A file on the website, usually at
https://www.esempio.it/sitemap.xml, that lists its pages. In Website training, the Sitemap XML tab reads the pages from there: it is the most complete method for medium and large sites. See Training from your website.- Call status
In Calls, each call is “In progress”, “Completed”, “Transferred” or “Unsuccessful”. It is “Unsuccessful” when it didn't become a conversation: nobody answered and spoke, for example because the number was busy or voicemail picked up, or SupportFast rejected it first, for example because the agent was paused, the minutes had run out or all lines were busy. See Calls: list and details.
- String
A data type that holds free text, for example a license plate or a name.
#T
- WhatsApp template
A message approved by Meta, the only kind you can use to write first on WhatsApp or after 24 hours. Campaigns and automations use it. See WhatsApp templates.
- Test Chat
The button at the top of the chat agent's pages that opens the test chat: you test the agent with the saved draft or with the published version. See Testing and publishing.
- Data types
When you ask the AI to extract a piece of data, for example in a tool's “Parameters”, in the automations' Prompt node or in the data extracted at the end of a call, you choose what type of value it must be: String (text), Number, Boolean (yes or no), Date, Enum (one of the values you specify) or List (several items). See Nodes: logic and data and Data Extraction and Variables.
- Tool
In the chat agent's Playground, the node that tells the agent when to do something, in the Invocation description for the AI (when to use the tool) field, and which data to collect from the conversation, in Parameters, each with its data type. See Playground: instructions and flows.
- Transfer
During a call, the voice agent passes the customer to a teammate, at a number you have specified. Not to be confused with call forwarding. See In-call actions: transfer.
- Trigger
The event that starts an automation, for example “Call ended”. It is the first node in the automations' Playground. See Start events (triggers).
#V
- Variable
A piece of data that you insert into a text and that is replaced with the real value, for example the contact's name. You write it between double curly braces. See Variables and Variables and automatic profiling.
#W
- Voice web chats
In Calls, the channel for voice agent tests made from the browser with Web Call. These calls are not counted in the agent's Dashboard figures. See Testing the agent.
- Webhook
An address that receives data automatically from another program. See Starting an automation via webhook and End-of-call webhook.
- White Label
The program for those who resell SupportFast under their own brand, domain and emails: the reseller. The settings are in AccountWhite label. See The White Label program.
- Widget
The chat agent's chat on your website: the button at the bottom of the pages, the chat window and its texts. You install it once with a code; changes saved in the console show up on the next visit. See Installing the widget.
- Workspace
The working area for one business or project, inside the account. It has its own channels, contacts, languages and hours, and it contains the elements. See Workspaces and Overview.