Messaging And Operations
- Inbox: Channel entry point for conversations.
- Agent: User who handles conversations.
- Contact: End-user profile tied to one or more channels.
- Conversation: Thread of messages and internal notes.
- Assignment: Ownership mapping to an agent or team.
- Automation: Event-triggered rule that applies actions automatically.
- SLA: Policy that defines response/resolution targets.
- Tag/Label: Metadata used for filtering, routing, and reporting.
- Team: Group of agents used for ownership and routing.
OXVO Sessions
- Session: Captured user journey for replay and analysis.
- Replay: Visual timeline playback of a recorded session.
- Live: Real-time session visibility.
- Assist: Guided support workflow during active sessions.
- Events: Structured behavioral signals emitted during user interactions.
- Metadata: Context fields attached to sessions or events.
- Sampling: Controlled percentage/rate of sessions captured.
- Privacy masking: Redaction/hiding of sensitive values in replay.
Workspace, Access, And Extensibility
- Workspace (Account): Top-level OXVO container for users, data, and settings.
- Role: Permission boundary assigned to users.
- Custom role: Fine-grained role definition (if enabled).
- API token: Credential used to access API endpoints.
- Webhook: Event callback from OXVO to external systems.
- Integration: External service connection with OXVO.
AI Terms In OXVO
- AI Assistant: Conversation-focused AI capabilities for drafting, suggestions, and context actions.
- AI workflow: Any configured sequence where AI models are used for support or analysis tasks.
Next Steps