🔤Key Terminologies

A compiled list of the common terms you'll come across on MyAlice.

We have put the terminologies under the section you are likely to find the word. For example, Monthly Active User is a term you'll find on the Home screen of MyAlice.


The Home section is where you can get a bird's eye view of everything that's happening on MyAlice, including your frequently viewed reports, product updates, tips, and more.

Chatbot Sessions

MyAlice allows you to design a chatbot using our drag and drop Automation section. Each time the chatbot sends an automated response to your customers, a 24 hour session is triggered. Within that 24 hours, the customer can interact with the chatbot as much as they need. After 24 hours has passed from the start of the session, a new session is created.


A ticket is an unanswered customer message that needs immediate attention from a human agent.


Inbox on MyAlice refers to the universal inbox shared by all team members. All your customer messages, comments, and orders from different channels will appear under the Inbox section. Only your authorized support team members can access the Inbox.

Ticket vs. Message

Customer queries that are resolved by chatbots are messages, not tickets. When the chatbot fails to understand a customer, it generates a ticket for the support team.

Pending vs. Resolved

A new ticket is by definition a pending ticket. After the customer query is cleared by an agent, it becomes a resolved ticket.

Assigned vs Unassigned Ticket

An assigned ticket means that the ticket is assigned to a specific agent or group. Nobody except the assigned agent/group can interact with the ticket.

An unassigned ticket means that the ticket can be resolved by any agent or group in the team.


A group is a small team within your entire company, usually comprised of the same functional role. You can assign tickets to an entire group.

For instance, you can configure your settings to ensure that all the sales-related tickets are assigned to the sales group. Here are some common groups our users create to manage their tickets efficiently.

  1. Support

  2. Sales

  3. Marketing

  4. Onboarding

  5. Developer

🤟pageCreate your Team


Use tags to label customer queries. For instance, you can tag all tickets related to refund issues under a new tag called Refund. In that way, you can filter using tags and find your desired conversation.

pageTag a Ticket


Notes are shared by you and your teammates only. You can use them as self-reminders while having conversations with a customer. The customer won't be able to view your notes.

Canned Responses

Canned responses are fixed replies that you or your agents use most frequently. You can save these replies as templates.

Learn more about creating notes and canned responses on this page.

💬pageUnderstand Chat Features


UID or User ID is a unique number assigned to each customer in MyAlice Inbox.

Customer Lifetime Value

Customer Lifetime Value is the total amount of money the customer has paid to your company. We get the value by multiplying the Average Order Value and Total Number of Orders.

Product Interaction

The Product Interaction section in Inbox contains data on which products the customer has interacted with. We can categorize interactions on three tiers.

  1. Low interaction: View the product on the website.

  2. Medium Interaction: Add the product to the cart.

  3. High Interaction: Buy the product.

Learn more about different user data on this page.

🏆pageE-Commerce User Data in Inbox


You can find all your connected channels, platforms, NLP, and APIs in the Integration section.


The Automation section is where you create chatbots for your different channels and e-commerce store. You can also create rules or connect to NLP to build advanced conversation flows.


A channel is a touchpoint where your customers reach out to you. Simply speaking, every supported social media, your website, and your application is considered a channel on MyAlice.

🎉pageConnect Your Social Media


Each sequence is a conversation flow. One sequence can lead to multiple sequences. The sum of all the sequences is a chatbot. The more advanced the sequences, the more intelligent a bot becomes.

Welcome Message

Welcome Message is the first message the customer receives when they start a conversation with your page.

Default Sequence

When the chatbot fails to understand a customer, the customer is redirected to the Default Sequence. A default sequence usually contains a Ticket Block.

Resolved Sequence

You will find a resolved sequence field in a Ticket Block. It is the sequence where the user is redirected after an agent resolves the ticket.

Learn more about sequences on this page.

🧭pageExplore the Automation Tab


Think of blocks as bricks to build a sequence. You can add and arrange these blocks one after another to create sequences. Likewise, one or more sequences create a chatbot. Learn more about each block and how to use them on this page.

🧱pageAdd Blocks to Your Chatbot


Rules are conditions that you can set to make your chatbots more intuitive. There are three types of rules.

  1. Keyword

  2. Intent

  3. Referral

Natural Language Processing (NLP)

Natural Language Processing (NLP) is the ability of your chatbot to understand human language. We currently use wit.ai to train our chatbots.

Learn more about creating automation rules and training your chatbot on this page.


Learn more about each metric in detail on this page.

📈pageAnalytics, Metrics & Reports

For simple explanations, please read along the following sections.

New Customers

A new customer is someone who has interacted with your platform/channels for the first time.

Interactive Customers

An interactive customer has interacted with your business more than once on one or more channels.


Referral shows the number of users who have entered your platforms via external links.


Intent shows the total number of topics your customers have asked questions about. Please refer to Advanced Automation to learn about intent in detail.

Incoming Message Count

The Incoming Message Count is a heatmap to identify the time of the day your platform gets the most users. This is a visual representation of your busy hours of the day or the busy days of the week.


Keyword on MyAlice means the specific words you have set to trigger a specific chatbot. For instance, you may set the word 'support' to trigger a ticket block.


The Buttons table in Reports shows the most frequently triggered sequences.

Tickets for Supported Customers

It is the ratio of the number of tickets to the number of customers who have created tickets.

Tickets for Overall Customers

It is the ratio of the number of tickets to the total number of customers on your platforms.


CSAT stands for customer satisfaction. You can automate your customer rating collection flow and see the results in the CSAT Reports section.


In this section, you can find all your customer information, contact details, and user attributes.

👪pageUnderstand the Customer Tool

Last Message Time

The column shows the last time the user sent a message to your platform.

User Attributes

User attributes are customer variables that you can save and use on MyAlice. For instance, age is a user attribute. Other common attributes are first_name, city, or buying frequency.


Datalab is like a spreadsheet. You can create custom forms and tables in this section.

📊pageDiving Deep in Data Lab

Form Type

Enabling the form type on Datalab will allow you to share the form with your customer.

Button Text

Button text is the text your customers will see when submitting the form. Usually, we use Complete/Submit as the default button text.


Each key is a column header. For example, if you want to create an order placement form, you can have the following keys: full_name, email, address, and product URL.

Placeholder Text

Each key has a placeholder text underneath it. For example, the placeholder text for the email key can be "Please insert your business email."

Type of Key

The type determines the input format you allow for the key. For example, the input for the name key should have a text format. Likewise, the input for a phone number should be in number format.

Text vs. Text Area

Text is for small inputs i.e., full name, while text area is for larger inputs i.e., feedback.

Is This Field Required

Checking this field will make the input field mandatory for your customers.

Is This Field Hidden

Checking the field will hide the input field from your customers. Say, you want to add a user attribute for the customer in the form. You can keep a field for yourself only.


Clone A Channel

Cloning a channel means duplicating a channel and its content, including the chatbot sequences. For instance, if you have two e-commerce stores, you can create a chatbot for one and duplicate it for another.

Add a Channel vs. Connect a Channel

Adding a channel means that your channel is active on MyAlice, not in public. Turning on the connection toggle will publish it online.

For instance, while creating chatbots, you can turn off the connection for a while. After you are done, you can turn on the connection to deploy your chatbots on the channel.


Marketplace is the platform that you use to build your e-commerce or online store. Here is the list of marketplaces that MyAlice supports.

Adding these marketplaces will allow you to manage e-commerce orders, view customer and order history, view product interactions, and access store analytics from the MyAlice inbox.


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