Glossary

Term	Meaning
Add-on	Module requiring additional organization enablement
Scope	Records to which a permission applies
API	Interface for querying or modifying data from another system
Knowledge base	Business information an agent can search
Message buffer	Waiting period to group messages before replying
Channel	Connection through which messages arrive and leave
Caller ID	Number presented to a call recipient
Queue	Distribution of calls to eligible human agents
Context	Information available to AI during a conversation
Follow-up	Subsequent contact after an interaction
Inbox	Conversation workspace in Messages
MCP	Protocol connecting a compatible assistant to ContactShip tools
Prompt	Written instructions for AI
Round robin	Taking turns among eligible destinations
Sandbox	Conversation test environment with simulated tools
Skill	Human agent capability used to determine queue eligibility
SLA	Response or handling deadline defined by configured rules
Softphone	Software telephone used in a browser
Template	In WhatsApp, a structured message subject to approval
Thread	Conversation identifier used by APIs and integrations
Tool	Capability that performs an action or query
Webhook	Request sent from one system to another to announce an event
Wrap-up	Post-call work time

Term

Meaning

Add-on

Module requiring additional organization enablement

Scope

Records to which a permission applies

API

Interface for querying or modifying data from another system

Knowledge base

Business information an agent can search

Message buffer

Waiting period to group messages before replying

Channel

Connection through which messages arrive and leave

Caller ID

Number presented to a call recipient

Queue

Distribution of calls to eligible human agents

Context

Information available to AI during a conversation

Follow-up

Subsequent contact after an interaction

Inbox

Conversation workspace in Messages

MCP

Protocol connecting a compatible assistant to ContactShip tools

Prompt

Written instructions for AI

Round robin

Taking turns among eligible destinations

Sandbox

Conversation test environment with simulated tools

Skill

Human agent capability used to determine queue eligibility

SLA

Response or handling deadline defined by configured rules

Softphone

Software telephone used in a browser

Template

In WhatsApp, a structured message subject to approval

Thread

Conversation identifier used by APIs and integrations

Tool

Capability that performs an action or query

Webhook

Request sent from one system to another to announce an event

Wrap-up

Post-call work time

Frequently asked questions

Are Inbox and Messages the same section?

Inbox refers to the conversation workspace in Messages. Its settings include channels, templates and tags.

Are tools the same as agent capabilities?

Tools are the configured actions and queries an agent can execute. The text editor groups them in Tools.

What is the difference between an API and a webhook?

With the API, your system initiates a request. With a webhook, ContactShip notifies a configured URL when an event occurs.

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Voice agents

Text agents

Messages

Calls

Contacts

Contact center

Lead routing

Reports

Organization

Billing

Integrations

MCP

Terms that are not interchangeable

Frequently asked questions

See also

​Terms that are not interchangeable

​Frequently asked questions

​See also

Terms that are not interchangeable

Frequently asked questions

See also