Glossary

Term	Definition
Tenant	A workspace owner (a customer of CraftBot). One PostgreSQL schema per tenant.
Workspace	User-facing synonym for tenant.
User	A person with a CraftBot login. Belongs to one tenant.
Role	Permission profile: `agent`, `supervisor`, `admin`, `super_admin`, `readonly`.
Team	Grouping of agents. Receives queue assignments.
Skill	Free-form label on agents and conversations, used by skill-based routing.
Contact	An external person who messages your business.
Conversation	A unit of customer engagement. Has status + sub-state + assignee.
Sub-state	Open-conversation finer indicator (waiting on customer / agent / system).
Message	Single inbound or outbound payload.
Whisper	Internal-only message inside a conversation thread.
Tag	Short label on a conversation.
Recipe	Bot conversation flow built on the canvas.
Node	Single step in a recipe (Message, Question, etc.).
Port	Connection point on a node — `in`, `next`, `fallback`, `branch_*`.
Edge	Connection between two ports.
Variable	Named value inside a flow session.
Flow session	One execution of a recipe for a contact.
Trigger	Rule that decides which inbound starts which recipe.
Channel	A communication surface (WhatsApp, web widget…).
Channel config	A specific number provisioned in the workspace.
Webhook	HTTP callback from a channel into CraftBot (inbound).
Template	Pre-approved WhatsApp HSM.
HSM	Highly Structured Message — the WhatsApp term for a template.
24-hour window	The period after a customer’s last inbound during which free-form replies are allowed.
Business hours	Workspace-level schedule.
KB	Knowledge base.
CSAT	Customer Satisfaction survey.
NPS	Net Promoter Score — a 0–10 customer satisfaction scale.
SLA	Service-Level Agreement — time-bound performance target.
Vault	AES-256-GCM encrypted store for channel credentials.
Subflow	A recipe flagged as callable from another recipe.
Bot view	Supervisor inbox tab listing fully-automated conversations.
Simulator	Sandboxed runtime for testing recipes.
AI Agent	An LLM-backed agent a recipe can call. Two kinds: webhook (external endpoint, called from the Agent node) and in-platform (CraftBot calls a provider directly, called from the AI Agent node). Configured in Settings → AI Agents.
Safety pre-filter	Per-tenant keyword blocklist that runs before every Agent and AI Agent node call.
Smart Plug	Admin-configured HTTP card rendered in the agent right rail. Read plugs auto-fire on conversation open; action plugs fire on button press.
Custom Entity	Admin-defined data type attached to a contact (1:N) — Salesforce/HubSpot-style “custom object”.
Connector	Pre-built or tenant-authored integration definition (Generic REST, Freshdesk, Zoho, HubSpot, Salesforce, in-house).
Lookup Entity node	Read-only recipe node that pulls a contact’s custom-entity records for branching.
PDPL	Personal Data Protection Law (UAE / KSA).
TPA	Third-Party Administrator — the healthcare sector this platform serves.