Terminology Reference: Understanding Key Terms (Action, Admin, etc.)

Flow = the step-by-step path a contact follows after a trigger starts an interaction. Flows can send messages, collect answers, branch, and update contact data.

Flow editor = the canvas where you design and update flows.

Node = a unit in the flow containing an action or a split. Nodes connect to one another to form the logic.

Action = a step where something happens (e.g., Send Message, Update Contact, Enter Another Flow).

Node exits = the possible paths out of a node (Yes/No/Other/No response). A red exit usually means the contact leaves the flow through that route.

[CAPTURE: Flow editor showing a small flow with nodes and visible exits, including a red exit.]

Run = one contact’s complete passage through a flow (entry → exit). A run records the path taken, messages sent, and updates made.

Results = analytics and collected data: completion, path breakdown, response values, and message/run metrics.

Start a flow = ways a flow begins (manual Start Flow, keyword trigger, campaign/schedule, or an incoming call/message trigger).

[CAPTURE: Results screen showing completion/path analytics, plus the Start Flow button in the editor.]

Parent & child flows happen when you use Enter Another Flow:

• The current flow becomes the parent.
• The new flow becomes the child.
• The contact returns to the parent when the child finishes (or expires).

Parent/child variables:

• In the child flow, use @parent to reference values collected in the parent (e.g., @parent.field).
• In the parent flow, use @child to reference values collected in the child after returning (e.g., @child.field).

[CAPTURE: Flow editor showing “Enter Another Flow” action + a message node using @parent or @child.]

Channel = how your workspace sends/receives messages or calls (SMS, WhatsApp, Messenger, Telegram, etc.). You can connect multiple channels (even the same type).

Outbox = when delivery errors occur, messages may queue and retry until they send or the error clears.

Ticketing / Ticketing service = moving a conversation from automation to a human agent workflow (assign, reply, close), while keeping the contact context.

[CAPTURE: Channels list showing multiple channels + an outbox indicator or message queue view + a ticketing settings screen (if enabled).]

Contact = any person who has interacted with your workspace (or may in the future).

Contact field = saved attributes (name, district, dates, custom data). Fields help segmentation, personalization, and storing survey responses.

URN (Uniform Resource Name) = an address for a contact (phone number, email, social handle). One contact can have multiple URNs pointing to the same person.

[CAPTURE: Contact profile showing fields + URNs section with multiple contact addresses.]

Variable = a reference you can use in messages or logic:

• @contact.first_name (contact variable)
• @urns.tel / @urns.mailto (URN variables)
• @results.age (flow result variable)
• Global variables configured at workspace level

Expression = embedded logic for formatting, calculations, or text transformations inside flows.

Global variable = define once, reuse everywhere (e.g., hotline number, URLs, constants).

[CAPTURE: Flow node showing a message using variables + an expression editor snippet + a workspace globals/settings screen.]

Campaign = a schedule driven by a date field on the contact (e.g., appointment date).

Campaign event = a specific scheduled action (send message / start a flow) relative to that date.

Trigger = rules that decide how/when a flow starts (keywords, incoming/missed calls, catch-all messages, platform events, schedules).

[CAPTURE: Campaign screen showing events + Triggers screen showing keyword trigger and/or schedule trigger.]

Login = a user account in your workspace with an assigned role.

Admin = full control (settings, users, channels, all content). Responsible for configuration and security.

Editor = builds/operates flows, contacts, campaigns, triggers, exports/imports (but not core workspace settings or managing other users).

Viewer = read-only visibility for stakeholders.

Surveyor = no access to the web UI; only submits offline survey results via Surveyor apps.

[CAPTURE: User management/roles screen showing role options and permissions summary.]

Dashboard = high-level activity overview (volume, trends).

Label = organize flows/messages/responses and filter faster.

Logs = detailed history for debugging and auditing (channel logs, flow start logs, contact history).

Flow event = events generated by flows that external services can subscribe to (often via resthooks).

Classifier = interprets free-text to detect intents/topics or categorize responses.

[CAPTURE: Dashboard overview + Labels UI + Logs screen + an integration screen referencing flow events/resthooks.]