> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> Definitions of inbox, channel, prompt, tool, webhook, SLA, softphone and other ContactShip terms.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Documentation" />

Use this glossary when a screen or integration uses an unfamiliar term. Start with [Concepts](/en/get-started/concepts) to understand relationships between records.

| 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                                             |

## Terms that are not interchangeable

Contact, conversation and call tags belong to different catalogs. A board stage is not a call status. An organization API key is not an individual member's permission.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Are Inbox and Messages the same section?">
    Inbox refers to the conversation workspace in **Messages**. Its settings include channels, templates and tags.
  </Accordion>

  <Accordion title="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**.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## See also

* [Concepts](/en/get-started/concepts)
* [Text agent tools](/en/text-agents/tools)
* [API Reference](/api-reference/introduction)