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.
Monthly Active Users (MAUs)
Monthly Active User or MAU is the number of unique users who contact your business through MyAlice within the past month. A single MAU can have multiple conversations with your brand.
MyAlice pricing plans are primarily based on MAUs. The more MAU you have, the bigger plan you need.
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.
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.
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.
Enabling the form type on Datalab will allow you to share the form with your customer.
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.
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.