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Terms

Assistant — one bot, with its own channels, flows and contacts. More Broadcast — one message sent to a chosen audience at once. More Channel — an assistant’s presence on one messaging platform. More Contact — a person who has written to the assistant on a channel. More Conversation — the whole exchange with one contact on one channel. More Draft — a flow being worked on, not yet visible to contacts. Flow — a conversation drawn as connected nodes. More Flow group — a folder for flows. More Group — a hand-maintained list of contacts. More Handle — the outcome a node reports, which decides which connection is followed. Node — one step in a flow: send, ask, branch, call. Published version — the version of a flow contacts are currently getting. More Reach — how many contacts a broadcast could actually be delivered to, which is not the same as the size of its audience. More Role — a named set of permissions. A user has exactly one. More Segment — a saved condition over contacts, evaluated rather than listed. More Session — one contact’s single pass through one flow. More Tenant — one organisation’s installation. On a self-hosted install, the only one. Trigger — what starts a flow: a keyword, an event, or being the default. Webhook hash — the secret part of the URL a provider delivers to. Identifies a channel. More

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Pairs that get confused

Conversation and session. The conversation is the whole relationship; the session is one journey through one flow inside it. A conversation can hold many sessions or none. Group and segment. A group is a list somebody maintains. A segment is a condition the platform evaluates. Membership of one is a decision; of the other, a property. Flow groups and contact groups. Two screens named Groups, in different sections of the console sidebar, holding entirely different things. Active and published. A flow can be active but never published — ready to run, with no live version to run. Both columns appear on the flows list. Audience and reach. The audience is who a broadcast targets; the reach is how many of them can actually receive it. Tenant settings and assistant settings. Languages and runtime limits are tenant-wide; default language, served countries and fallback messages belong to one assistant. Changing the wrong one is the usual reason nothing happens.