Glossary of CRM Terms

Introduction

This glossary provides definitions for common terms and abbreviations used within the CRM platform and related features. Use this resource alongside other help articles to deepen your understanding of the software.

Terms

A

A2P 10 DLC
Application-to-Person messaging via standard 10-digit long code, used for business messaging.

A Record
A DNS record that maps a domain name to the IP address of the server hosting it.

Affiliate
An individual or organization partnered with a larger entity, often through referral programs.

Agency View
The default dashboard for agency users, where system-wide settings and platform communication are managed.

API
Application Programming Interface, enabling software components to communicate.

API Key
A unique identifier used to authenticate and connect external services securely.

Automations
Sequences of actions triggered by specific events, such as form submissions or appointment bookings.

B

B2B
Business-to-Business, referring to commerce between companies.

B2C
Business-to-Customer, referring to commerce between businesses and individual consumers.

Bulk Actions
Operations performed on multiple contacts simultaneously for efficiency.

BYOC
Bring Your Own Channel, allowing integration of external communication channels.

C

Calendar
A built-in scheduling tool for managing appointments without external widgets.

Campaign
A structured series of messages or actions aimed at achieving a marketing goal.

Chat Widget
An embedded tool for real-time communication with website visitors.

CNAME Record
A DNS record that aliases one domain name to another.

Company
An entity record representing a business or organization within the CRM.

Contact
An individual record, often referred to as a lead, stored in the CRM.

Conversations
Interactions between users and contacts, tracked within the platform.

CRM
Customer Relationship Management, the core system for managing customer data and interactions.

D

Dashboard
The main interface showing key metrics and navigation options.

DNS
Domain Name System, translating domain names to IP addresses.

Domains
Custom web addresses used for funnels, websites, or email.

Drip Mode
A method for sending scheduled, sequential messages to contacts.

F

Forms
Tools for collecting information from users, with various field types like text, date, or file uploads.

Funnel
A guided path designed to convert visitors into leads or customers.

L

Lead
A potential customer or contact entered into the CRM.

Launchpad
A centralized hub for accessing key features and tools.

O

Opportunities
Potential sales or conversions tracked within the CRM.

P

Pipeline
A visual representation of stages in a sales or conversion process.

S

SMTP
Simple Mail Transfer Protocol, used for sending emails.

Snapshot
A captured state of data for reference or comparison.

Stages
Steps in a process, such as a sales pipeline or workflow.

Sub-Account
A separate account under an agency, with its own settings and data.

Survey
A tool for gathering feedback or information, often with conditional logic.

T

Tags
Labels for categorizing and organizing contacts or data.

Tasks
Action items assigned to users within the CRM.

Templates
Pre-designed formats for emails, pages, or other elements.

W

Workflow
An automated sequence of actions triggered by specific events.

Webhook
A method for apps to provide real-time data to other applications.

White Label
Branding the CRM with your own logo and identity for client use.