Overview
To use ConversaLabs well, it helps to know a few terms that recur throughout the platform. They form the foundation the modules build on.
Prerequisites
- None. This is a conceptual guide.
Step by step
Get to know the core concepts:
- Account: your company's space on the platform. Everything (inboxes, contacts, conversations) belongs to an account.
- Inbox: represents a connected channel — for example, a WhatsApp number, a website widget or an email account.
- Channel: the inbox type (WhatsApp, website, email, social, API, voice).
- Agent: the user who handles conversations, with permissions defined by their role.
- Team: a group of agents for organization and routing.
- Contact: the person on the other side of the conversation, with their data and history.
- Conversation: the message thread between a contact and your operation, with status, priority and an assignee.
- Label: a marker to classify conversations and contacts.
Settings & options
- Custom attributes: extra fields on contacts and conversations for your business.
- Conversation status: open, pending, snoozed or resolved.
- Assignment: manual or automatic (round-robin/balanced) per inbox/team.
Use cases
- Route a channel's conversations to the right team.
- Use labels to separate questions, sales and support.
- Enrich contacts with custom attributes to segment campaigns.
Tips, limits & best practices
- Standardize labels from the start to keep reports consistent.
- Use teams to mirror your real support structure.
Troubleshooting
- Conversation with no assignee: review the inbox's assignment rules.
- Duplicate contact: check identifiers (phone/email) to avoid duplicates.