Glossary

This glossary explains the words used across Driansh EngageOne and these docs, in alphabetical order.

A

Account

Your company's workspace in EngageOne. An account holds your inboxes, agents, teams, contacts, settings and reports. One person can belong to more than one account and switch between them from the profile menu.

Administrator

A team member with full access to the account. Administrators can connect channels, invite people, change settings and see every report. See Roles and permissions.

Agent

A team member who replies to customers. Agents see conversations only in the inboxes they have been added to. "Agent" is also used loosely for anyone who handles conversations, including administrators.

Agent bot

An automated responder connected to an inbox through a webhook. A bot can reply first and hand the conversation to a person when it can't help. Administrators manage bots under Settings → Bots.

AI Assistant

The EngageOne AI Assistant is an AI agent that answers customers using your documents, FAQs and instructions. It can hand a conversation to your team when needed. It also includes Copilot, which helps agents draft replies. See Introduction to the AI Assistant.

Assignment

Giving a conversation to a specific agent (the assignee) or team. You can assign by hand, or let EngageOne assign new conversations automatically to available agents in an inbox.

Automation

A rule that runs by itself when something happens. For example: "When a conversation is created and the message contains refund, assign it to the Billing team." Administrators create rules under Settings → Automation. See Automations.

Availability

Your status: Online, Busy or Offline. Automatic assignment only gives new conversations to agents who are online.

B

Business hours

The days and times an inbox is staffed. Outside these hours, EngageOne can send customers an "unavailable" message. See Business hours and away messages.

C

Campaign

A message you send first, without waiting for the customer. Live chat campaigns show a message to visitors on your website. SMS and WhatsApp campaigns send a one-off message to a group of contacts.

Canned response

A saved reply you insert with a short code. Type / in the reply box, then the code, to add it. See Canned responses.

Channel

The app or service a customer uses to reach you: website chat, WhatsApp, Facebook Messenger, Instagram, email, SMS, Telegram, LINE, TikTok, voice or a custom API channel. You connect a channel by creating an inbox for it.

Contact

A person who has talked to you. EngageOne creates a contact automatically for each new customer and keeps their name, email, phone number, attributes, notes and past conversations together.

Conversation

A thread of messages between a contact and your team in one inbox. A conversation has a status, and can have an assignee, a team, labels and a priority.

Conversation status

Status	Meaning
Open	Needs attention from your team.
Pending	Waiting, often while a bot or the AI Assistant is handling it.
Snoozed	Hidden until a time you choose or until the customer replies.
Resolved	Finished. If the customer writes again, it reopens.

Copilot

The part of the AI Assistant that works for agents inside a conversation: it can summarise, suggest replies and improve your writing. See Copilot for agents.

CSAT

Customer Satisfaction. After a conversation is resolved, EngageOne can ask the customer to rate the help they got. Results appear in the CSAT report. See CSAT surveys.

Custom attribute

An extra field you define for contacts or conversations, such as "Plan", "Order ID" or "Customer since". See Custom attributes.

Custom role

A role with a hand-picked set of permissions, for people who need more than an agent but less than an administrator. Available on plans that include it.

H

Help Center

A public website of help articles that your customers can search. You write and publish articles from the Help Center section. See Set up a help center.

I

Inbox

The place in EngageOne where conversations from one channel arrive. For example, you might have a "Website" inbox and a "WhatsApp – Support" inbox. Each inbox has its own members, settings and business hours. See Inboxes and channels explained.

L

Label

A coloured tag you add to conversations or contacts, such as billing, vip or bug. Labels help you filter conversations and appear in label reports. See Labels.

M

Macro

A saved set of actions you run with one click on a conversation. For example, a macro can add a label, send a message and resolve the conversation in one step. See Macros.

Mention

Typing @ and a colleague's name in a private note. The person gets a notification and the conversation appears in their Mentions list.

P

Participating

Conversations you take part in even if they are not assigned to you now, for example because you were @mentioned, were assigned it earlier, or a colleague added you as a participant. They appear under Conversations → Participating.

Priority

How urgent a conversation is: Urgent, High, Medium, Low or None.

Private note

A message inside a conversation that only your team can see. The customer never sees private notes. See Private notes and mentions.

S

Segment

A saved contact filter, such as "Contacts in India with the label vip". Segments appear under Contacts → Segments.

SLA

Service Level Agreement. An SLA policy sets targets for first response time, next response time and resolution time. EngageOne shows when a conversation is close to or past its target, and reports on missed SLAs. Available on plans that include it.

T

Team

A group of agents, such as "Sales" or "Billing". You can assign a conversation to a team so any member can pick it up. See Teams.

U

Unattended

Conversations that are waiting for a first reply, or for a reply to the customer's latest message. They appear under Conversations → Unattended.

W

Webhook

A way for EngageOne to send events, such as "new message", to another system's URL. Administrators set webhooks up under Settings → Integrations.

A