# Key Terminologies 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. ## Home 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. #### Ticket A ticket is an unanswered customer message that needs immediate attention from a human agent. ## Inbox 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. #### Group 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 {% content-ref url="create-team" %} [create-team](https://docs.myalice.ai/myalice-guide-arabic/getting-started/create-team) {% endcontent-ref %} #### Tag 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. {% content-ref url="../myalice-inbox/manage-tickets/tag-ticket" %} [tag-ticket](https://docs.myalice.ai/myalice-guide-arabic/myalice-inbox/manage-tickets/tag-ticket) {% endcontent-ref %} #### Note 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. {% content-ref url="../myalice-inbox/chat-features" %} [chat-features](https://docs.myalice.ai/myalice-guide-arabic/myalice-inbox/chat-features) {% endcontent-ref %} #### UID 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. {% content-ref url="../e-commerce-on-myalice/woocommerce-user-data-in-inbox" %} [woocommerce-user-data-in-inbox](https://docs.myalice.ai/myalice-guide-arabic/e-commerce-on-myalice/woocommerce-user-data-in-inbox) {% endcontent-ref %} ## Integration You can find all your connected channels, platforms, NLP, and APIs in the Integration section. ## Automation 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. #### Channel 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. {% content-ref url="../myalice-channels/connect-social-media" %} [connect-social-media](https://docs.myalice.ai/myalice-guide-arabic/myalice-channels/connect-social-media) {% endcontent-ref %} #### Sequence 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. {% content-ref url="../chatbot-and-automation/create-automation-sequences" %} [create-automation-sequences](https://docs.myalice.ai/myalice-guide-arabic/chatbot-and-automation/create-automation-sequences) {% endcontent-ref %} #### Blocks 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. {% content-ref url="../chatbot-and-automation/chatbot-blocks" %} [chatbot-blocks](https://docs.myalice.ai/myalice-guide-arabic/chatbot-and-automation/chatbot-blocks) {% endcontent-ref %} #### Rules 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](https://wit.ai/) to train our chatbots. Learn more about creating automation rules and training your chatbot on this page. {% content-ref url="broken-reference" %} [Broken link](https://docs.myalice.ai/myalice-guide-arabic/getting-started/broken-reference) {% endcontent-ref %} ## Reports Learn more about each metric in detail on this page. {% content-ref url="../data-lab-and-analytics/analytics-and-metrics" %} [analytics-and-metrics](https://docs.myalice.ai/myalice-guide-arabic/data-lab-and-analytics/analytics-and-metrics) {% endcontent-ref %} 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 Referral shows the number of users who have entered your platforms via external links. #### Intent Intent shows the total number of topics your customers have asked questions about. Please refer to [Advanced Automation](https://docs.myalice.ai/myalice-guide-arabic/getting-started/broken-reference) 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 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. #### Buttons 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 CSAT stands for customer satisfaction. You can automate your customer rating collection flow and see the results in the CSAT Reports section. ## Customers In this section, you can find all your customer information, contact details, and user attributes. {% content-ref url="../data-lab-and-analytics/audience-tools" %} [audience-tools](https://docs.myalice.ai/myalice-guide-arabic/data-lab-and-analytics/audience-tools) {% endcontent-ref %} #### 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 Datalab is like a spreadsheet. You can create custom forms and tables in this section. {% content-ref url="../data-lab-and-analytics" %} [data-lab-and-analytics](https://docs.myalice.ai/myalice-guide-arabic/data-lab-and-analytics) {% endcontent-ref %} #### 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. #### Key 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. ## Settings #### 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 Marketplace is the platform that you use to build your e-commerce or online store. Here is the list of marketplaces that MyAlice supports. * [WooCommerce](https://myalice.ai/woocommerce/) * [Shopify](https://myalice.ai/shopify/) * BigCommerce (Coming Soon) * Magento (Coming Soon) 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. {% content-ref url="../e-commerce-on-myalice/connect-ecommerce" %} [connect-ecommerce](https://docs.myalice.ai/myalice-guide-arabic/e-commerce-on-myalice/connect-ecommerce) {% endcontent-ref %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.myalice.ai/myalice-guide-arabic/getting-started/key-terminologies.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.