Find definitions by topic. Help search also finds terms in this glossary. Examples explain how they apply to everyday work.
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Customers → Tracking → Automation → Communications
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Contact: a person’s record. Conversation: history of exchanges. Tag: a label added to a record; some tags trigger an action, such as avis-google. Internal note: information intended for the team.
Opportunity: a sales project linked to a contact. Pipeline: the stages of your process. Stage: the record’s current position. Status: the record’s state or outcome. Owner: the person responsible for follow-up.
Calendar: schedule for a service or team. Slot: a bookable period. Availability: intervals in which bookings may be offered. Time zone: the reference used to display times. Task: an internal action with an owner and due date.
Automation (Workflow): a configured sequence of actions. Trigger: the event that starts it. Condition: a rule determining what happens next. Delay: a wait before an action. Channel: email, SMS or another connected method. DND: communication restriction. Sent, delivered and read are different indications.
Frequently asked questions
Are tags and automations the same?
No. A tag is a label; an automation is the workflow that may be triggered by adding it.
Is an opportunity an invoice?
No. An opportunity tracks a sales project. An invoice is a billing document, and payment is separate information.
Is a task an appointment?
No. A task tracks an internal action; an appointment reserves a calendar slot.
Does sent mean received?
No. Check available delivery information and errors. Delivery is not proof of reading either.
An example to adapt
I add the avis-google tag to Alex’s contact: that event triggers the review-request automation.
If it does not work
Use the guided troubleshooter or prepare a support request from the current step.
Keep the right distinction
The person
The contact brings together details and history.
The work
Tasks, opportunities and appointments serve different purposes.
The workflow
A trigger may start a sequence of automated actions.
Your next action
- Automation (Workflow): a configured sequence of actions. Trigger: the event that starts it. Condition: a rule determining what happens next. Delay: a wait before an action. Channel: email, SMS or another connected method. DND: communication restriction. Sent, delivered and read are different indications.
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