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Glossary of Terms

Agent​

An agent is a user within MonoChat who handles customer interactions. Agents can be assigned to different channels and are responsible for responding to customer inquiries.

Balance​

The balance represents the amount of funds available in your MonoChat account to pay for services such as messaging fees, subscription fees, and any additional services you utilize.

Channel​

A channel is a communication medium integrated into MonoChat, such as WhatsApp Business API, Instagram, Facebook, or Telegram. Channels allow you to manage and streamline your customer interactions across various platforms.

Flow​

Flows are predefined sequences of actions and events designed to automate business processes within MonoChat. They help in managing interactions, sending automated responses, and integrating with chatbots.

Profile Field​

Profile fields are custom data fields used to store and manage customer information. These fields can be tailored to collect specific data relevant to your business needs.

Short Message​

Short messages are predefined, quick responses that users can use to reply to common customer inquiries. They save time and ensure consistent communication.

Termination Message​

A termination message is a closing message sent to customers at the end of a conversation. It ensures that interactions are concluded professionally and leaves a positive impression on the customer.

Subscription Plan​

A subscription plan defines the pricing and service level for using MonoChat. Businesses can choose from various plans based on their needs and budget.

Extra Packages​

Extra packages are bulk message plans that allow businesses to send a higher volume of messages at a lower cost per message. They are ideal for businesses with high messaging needs.

Support Plan​

A support plan provides businesses with different levels of customer support from MonoChat. Higher-tier plans offer more comprehensive and faster support options.

Unit​

A unit refers to a specific element within the subscription, such as agents, messages, channels, or workgroups. Units are the building blocks of the subscription plan, determining the allocation of resources and services.

Consumable Unit​

Consumable units are resources that are used up during interactions, such as messages. Once consumed, these units need to be replenished or additional units need to be purchased.

Unconsumable Unit​

Unconsumable units are elements that are not depleted with use, such as the number of agents or channels included in a subscription plan. These units are typically fixed based on the plan level.

Tier​

A tier represents a pricing level within the subscription plan, defining the cost and usage limits for various units. Tiers allow businesses to scale their usage based on demand and budget, with different rates applying to different levels of usage.