ConnectiveOne Terms and Statuses Reference

This reference contains definitions of key terms and statuses used in the ConnectiveOne system. Use it for quick search and understanding of the platform terminology.

An AI assistant feature that analyzes the entire message history in a chat and creates a short, structured summary of the dialogue. Helps operators quickly understand the context without reading the entire conversation.

AI Text Editor

An AI assistant feature designed to process and improve text that the operator has entered in the message field. Allows correcting grammar, changing tone, shortening or expanding text.

AI magic

A feature in the Custom Data module that allows administrators to modify data model structures using natural language text descriptions.

Agent

A type of conversational AI application created in FastLinePro. Unlike a standard chatbot, an Agent can perform complex tasks using a set of "Tools" and supports advanced features such as streaming responses.

Chatbot

A simple AI assistant for typical questions, created in FastLinePro. Does not have access to tools, designed for simpler, conversational scenarios.

Copilot

An AI assistant that automatically suggests a response option to a client's message in real time. The operator can accept, edit, or reject the suggestion.

Knowledge Bases and Training

Knowledge Base

A container for storing documents used to train AI applications. Created in FastLinePro and can contain files in various formats (TXT, MD, PDF, HTML, DOCX, CSV, etc.).

Chunk

A fragment of a document from the knowledge base into which a file is split during upload. Chunks are used by AI to search for relevant information when generating responses.

Hybrid Search

An enhanced search mode in FastLinePro knowledge base that combines vector and full-text analysis to improve the accuracy of finding relevant information.

Top K

A parameter in FastLinePro that determines the number of chunks that an AI agent considers when formulating a response. The higher the value, the greater the chance of finding an answer, but the more tokens will be used.

Vision Agent

An AI agent in FastLinePro that has the ability to process images and documents using model vision capabilities. Can analyze screenshots, recognize objects, and process PDF/DOCX files.

Categorizer

A type of AI agent in FastLinePro designed to automatically determine the category, topic, or type of request based on user text.

RAG Agent

An AI agent in FastLinePro with a knowledge base (Retrieval-Augmented Generation) that answers user questions based on information from the knowledge base.

FastLine

⚠️ Legacy: The old FastLine module is considered deprecated. It is recommended to use FastLinePro for creating AI agents and chatbots.

A service for creating, managing, and training knowledge bases for chatbots. Allows preparing data and training an AI model for accurate responses.

FastLinePro

A module for creating and managing conversational AI applications (Agents and Chatbots). Allows creating knowledge bases, uploading documents, and configuring AI applications.

Requests and Dialogues

Request

A dialogue between a client and an operator or system. Can be inbound (initiated by the client) or outbound (initiated by the operator).

Outbound Request

A request created by an operator for proactive communication with a client. Allows initiating a new dialogue or ticket on behalf of the operator.

Internal Chat

A chat between operators for discussing a request or coordinating work. Not visible to the client.

System Message

An automatic message from the system that cannot be edited or deleted by the operator. Used to inform about status changes, actions, etc.

Request Statuses

Open

A request has been created and is awaiting processing by an operator.

In Progress

A request is being processed by an operator, and an active dialogue with the client is ongoing.

Closed

A request is completed, the client's question is resolved, or the request is closed for another reason.

Pending

A request is awaiting a response from the client or another action.

Broadcasts

Autobroadcast

A broadcast that launches automatically based on a trigger or schedule without manual intervention.

Broadcast Topic

A category for grouping broadcasts by topic (for example, "Support", "Marketing", "Updates").

Broadcast Template

A ready-made message text for broadcasts that can be reused. Allows ensuring consistency of messages.

Draft

A broadcast created without activation for further refinement. Does not launch automatically until activated.

Alias (Entry Point)

An identifier for a bot scenario entry point used in broadcasts to direct users to a specific scenario block. Alias must be written in Latin characters and cannot start with numbers.

Clients and Contacts

Client

A universal business entity that unites all types of users (visitors, contacts, registered clients) under a single concept for convenient work.

Unique Touches

The number of unique clients who interacted with the system over a certain period.

Custom Data

A module for creating and managing arbitrary, structured data sets that are unique to a company's business processes.

Data Model

A table structure with defined fields and data types for storing custom data.

Model Field

A column in a data model with a specific data type (text, number, date, etc.).

Model Group

A category for organizing data models into logical groups for convenience.

Association

A field type in Custom Data that allows creating relationships between different data models. Allows selecting data from one table in another.

Custom Fields

Additional attributes that can be added to requests, clients, or other entities to store specific information.

Work Organization

Operator Panel

An operator's workspace for processing client requests. Includes a chat list, active dialogue, and details panel.

Requests Line / List View

A list of requests in list format for quick navigation between dialogues.

Table View

Display of requests in table format for advanced analysis and bulk actions.

System Folders

Folders created automatically by the system (for example, "Inbox", "Archive"). Cannot be deleted by the user.

Group Folders

Folders created for a group of operators. Used to organize the team's workspace.

Saved Filter

A set of filtering conditions saved for quick reuse.

Filter Builder

A tool for creating complex filtering rules for requests based on various criteria.

Quick Replies and Templates

Quick Replies / Canned Responses

Ready-made response templates for typical questions that an operator can quickly insert into a message.

Auto Replies

A type of quick replies. A pop-up panel with templates that automatically appears when the operator starts typing a special keyword (for example, #greeting).

Statistics and Reports

Metabase Dashboards

Interactive dashboards with key metrics on requests, operators, and service quality. Created in Metabase and embedded in ConnectiveOne.

Custom Boards

Unique reports (Metabase) created specifically for a company outside the ConnectiveOne interface.

Funnel

A visualization of client conversion through defined stages. Allows analyzing the percentage of transitions between stages and identifying "bottlenecks".

Target

A target indicator (KPI) for tracking effectiveness. Used in funnels and reports.

Client Report

A report on the number of unique clients, their activity dynamics, and dialogue frequency.

Working Time Report

A detailed report on the time operators spent in different statuses (Online, Away, Busy, Offline).

Contact Center Pro

A set of deprecated tabular reports. It is recommended to use Metabase Dashboards.

First Contact Resolution (FCR)

A metric that shows the percentage of requests resolved on the first contact without the need for repeated requests. Tracks repeated requests within 24, 48, or 72 hours.

FRT (First Response Time)

A metric that tracks the time of the operator's first response to a client's request. Used to control SLA (Service Level Agreement).

CSAT (Customer Satisfaction)

A client satisfaction indicator measured through a rating that the client leaves after completing a dialogue. Usually uses a scale from 1 to 5.

CDSAT

The percentage of chats in the reporting period with ratings "1" and "2" (low satisfaction). Shows the share of dissatisfied clients.

Operator Work Schedule

A report in the Statistics module that displays operator activity based on their statuses throughout the working day. Shows time spent in each status (online, busy, etc.) and a daily timeline of status changes.

SLA Metrics

Indicators that track the fulfillment of Service Level Agreement (SLA) — response time, resolution time, etc.

Service Quality

Checklist

A set of criteria for assessing service quality. Used to check operator dialogues.

Assessment

The result of quality checking of a dialogue using a checklist. Includes criterion ratings, overall score, and comments.

Settings and Access

User Role

A set of rights and permissions that determine which functions are available to a user in the system (Operator, Supervisor, Administrator, Integrator, Analyst).

Skill Group

A group of operators united by skills or specialization. Used for request distribution.

Max Dialogues Limit

The limit of simultaneous dialogues that an operator can handle. Helps control workload.

Daily Norm

The planned number of requests or other indicators that an operator must process per day.

Norms

Work standards set for operators (response time, number of processed requests, etc.).

Work Schedule

An operator's work schedule that determines when they are available to process requests. Configured by the administrator to control operator availability.

System Modules

OperatorLine (Operator Panel)

A module for processing client requests. An operator's workspace that includes a chat list, active dialogue, and details panel. Allows processing requests, conducting dialogues, and managing client information. Unlike the deprecated OperatorPanel module, OperatorLine provides advanced capabilities, including table view, optimized work with filters and folders.

Channels

A module for configuring and managing communication channels with clients. Allows connecting messengers (Telegram, Viber, WhatsApp), email, SMS, and configuring a widget for the website.

Broadcast

A module for creating and managing mass message broadcasts to clients. Allows creating broadcast topics, message templates, configuring automatic broadcasts, and tracking results.

BroadcastUsers (Clients)

A module for managing the client database. Allows searching for clients, viewing their cards, performing bulk actions, and managing client information.

Profile

A module for configuring an operator's personal profile. Allows changing the interface language, configuring quick replies, signature, and notifications.

Technical Terms

Canvas

The central area of the visual scenario editor (Scenario Dialog or Scenario Builder) where the bot scenario structure is displayed and edited. The canvas allows adding, moving, and connecting scenario nodes (blocks) through a drag-and-drop interface. Technically implemented using the React Flow library.