Hello! Welcome to the Akece Glossary!
This guide brings together the key terms you need to know to explore and master Akece, your omnichannel customer service platform. Whether you're just getting started or looking to go deeper, you'll find everything here in a simple and clear format. Let’s get started?
A
Access Token
A key used to authenticate API integrations with Akece.
Active Article (Help Center)
Content created to help customers with information about products or processes. It can be shared during conversations.
Admin
A user with full access to all features of the account. Can manage settings, agents, teams, integrations, and more.
Agent
A team member responsible for replying to conversations. Has limited permissions compared to an admin.
App Panel Integrations
External tools that display data from other systems directly within the Akece dashboard.
Applications
Third-party tools integrated with Akece, such as chatbots, CRMs, or analytics platforms.
Article Draft
An article that is still being written and has not been published.
Archived Articles
Unpublished articles that remain as drafts.
Assignment Automation
Rules set to automatically assign conversations, apply labels, or snooze messages.
Attributes (Custom)
Custom information you create to tag contacts and conversations beyond standard fields (e.g., subscription plan, city).
Auto Message Signature
Automatic message added at the end of emails sent by agents.
B
Bots
Automations for specific parts of the conversation, such as greetings or data collection.
Business Hours
Availability hours defined for your team in each channel.
C
Campaigns
Proactive messages sent to contacts or website visitors. They can be ongoing or one-time.
Categories (Help Center)
Structures that organize articles by topics, displayed in the Help Center.
Channel / Inbox
Support channel connected to Akece, such as website chat, WhatsApp, Messenger, or email.
Chat Widget
Live chat tool integrated into your website for real-time support.
Contact
Someone who has already interacted with your team or has been manually added.
Conversation
An exchange of messages between your team and the customer.
Conversation Status: Open
A conversation that is still in progress.
Conversation Status: Snoozed
A conversation that has been postponed for later follow-up.
Conversation Status: Unassigned
Conversations not yet assigned to an agent or team.
Conversation Status: Unattended
Conversations that have been assigned but not yet answered.
Custom Fields
See "Attributes (Custom)".
D
Dashboard
Main area of the platform where you manage conversations, contacts, and reports.
Draft Message
Unsent message that is automatically saved while being written.
E
Email Forwarding
Configuration to redirect emails received from an external account (e.g., Gmail) to Akece.
Email (IMAP)
Enables reading messages from an external email server.
Email (SMTP)
Allows sending emails from Akece using a connected email account.
Event Notifications
Alerts triggered by specific actions or updates, sent via email, push, or inside the app.
F
FAQs (Help Center)
Frequently asked questions suggested or created to improve help center coverage.
Filters / Conversation Folders
Saved filters to organize and quickly access specific conversations.
First Response Time (FRT)
Average time between the customer’s first message and the first reply from your team.
H
Help Center
Portal that holds your knowledge base articles to support customers. A single Akece account can have multiple portals.
I
Inbound Message
Messages sent by customers into the platform.
Import Contacts
Bulk import of contacts using a CSV file.
Integrations
Third-party tools connected to Akece to extend platform functionality.
L
Labels
Tags applied to conversations or contacts to categorize them (e.g., bug, new customer).
M
Macros
A set of predefined actions that can be executed with one click (e.g., assign agent + apply label).
Markdown
Markup language used to format messages and articles.
Mention (@)
Used to notify team members via private notes in conversations.
Metrics
Indicators used to evaluate service performance (e.g., Satisfaction Score, Response Time).
N
Notes
Internal annotations that can be added to a conversation for reference, not visible to the customer.
Notifications
Visual, audio, push, or email alerts about new messages or events.
O
Offline Agent Status
Indicates the agent is unavailable. Can be changed from their profile.
Online Agent Status
Indicates the agent is available to receive new assignments.
Omnichannel Support
Unified support through multiple channels managed from a single dashboard.
P
Pending Conversations
Conversations that have been handed back from an agent to the assistant or are awaiting action.
Personal Settings
Area where each agent configures their preferences (e.g., status, signature, language).
Portal (Help Center)
A specific instance of your Help Center. One account may have multiple portals.
Private Note
Internal note in a conversation visible only to your team.
Push Notification
Alert received even when Akece is not open.
R
Reports
Section that shows service performance data, including metrics by agent, team, or channel.
Resolution Time
Average time it takes to fully resolve a conversation.
Resolved Conversation
A conversation that has been successfully concluded.
Response Count
Number of resolved conversations over a specific time period.
Response Draft
Unsent reply saved automatically while being written.
Saved Replies
Pre-written messages saved for reuse during conversations.
S
Segments (Contacts)
Groups of contacts created based on saved filters.
SLA (Service Level Agreement)
Agreements that define response/resolution times expected from your team.
Snooze
Temporarily silences a conversation and sets a time for reactivation.
Status (Agent)
Indicates availability: Online, Busy, or Offline.
Subdomain
The address used to access your Help Center portal (e.g., help.yoursite.com).
T
Tags
See “Labels”.
Team
A group of agents assigned to specific responsibilities (e.g., Support, Sales). Teams can be used in automation rules.
Typing Indicator
Shows when someone is actively typing in a conversation.
U
User Profile
The personal account page of an agent, where they can set preferences and status.
W
Wait Time (Customer)
Time a customer waits for a response after sending a message.
Web Widget SDK
Libraries to integrate live chat into Android or iOS apps.
Need help configuring your account or widget language? Contact us: 📩 [email protected] | 📱 @akece.ai