FAQ Glossary

Lead Capture
A lead capture is the set of custom questions you can ask the customer inside of the chat. Lead captures work just like forms except the customer answers them inside the chat and the agent can be present to provide assistance.
Groups
A group is used to assign multiple agents to the same campaign(s) at once. If you have a number of agents who all work together on the same campaign(s), you can assign them to a group. The group is then assigned to the campaigns for easy user management.
SMS
Also known as text messaging. These are text messages sent to mobile phones. These can sent from the desktop agent interface or the android/iphone apps to customers.
Precanned Messages
Customizable messages/rebuttals for the campaign. You may add as many messages/rebuttals as required by your Campaign. These are available for agents to use in the desktop interface mobile agent apps, and API.
Intro Message
The intro message is automatically shown to the customer when they enter the chat. Tip: The shorter the better. You can use {{agent_name}} to insert the name of the agent into the intro message.
Exit Message
The exit message is a customizable message shown when the agent exits the chat before the customer. If terms and conditions are enabled a link is shown at the end.
Unattended Lead Capture
This is the intro message shown to the customer when they are going to complete the lead capture with no agent present because it is outside of campaign hours.
Unavailable Lead Capture
This is the intro message shown to the customer when they are going to complete the lead capture with no agent present because no agent is available during campaign hours.
Attended Lead Capture
This message is shown to the customer before the first question of the lead capture is asked. Right after the agent hits play this message is shown.
Campaign Pixel
This is a piece of javascript code or a URL used to tell you when a campaign has a lead capture 100% completed. It is used for conversion tracking.