Glossary
Key terms used across Evercom.
Workspace
An isolated tenant that owns its contacts, conversations, and settings. A workspace is identified to the widget by a public widget code.
Contact
The customer record, holding an external ID, name, email, phone, and custom metadata. Contacts are created from widget sessions, the public API, channel messages, or operator actions, and can start anonymous and later become known.
Online visitor
Someone currently online, tracked by a browser visitor ID when anonymous or a contact ID when known. Presence updates over WebSocket and expires when the widget stops refreshing.
Conversation
A customer dialogue with the statuses open, snoozed, and closed. Snoozed conversations reopen automatically when the snooze expires, and closed conversations reopen automatically when a customer writes into them.
Ticket
Longer-running work organized on boards with columns, a type, and a priority. Tickets can link conversations, merge duplicates, and expose a public status to the customer.
Knowledge base
Help content organized in folders and articles, where articles can be draft, published, or archived. Published articles can show in the widget or on a public help domain, and indexing prepares articles for search and AI workflow steps.
Workflow
Automation built from a trigger, a status, and a graph of nodes — for example classify intent, search knowledge, send messages, show buttons, request a 1–5 rating, wait, route to a department, create or update tickets, and hand off to an operator.
Channel
An external messaging provider — Telegram, Instagram, VKontakte, or WhatsApp — whose messages are normalized into the same contact, conversation, and message model as the widget.
Broadcast
A proactive announcement delivered through the widget as a banner or chat message, with an audience, a display frequency, and analytics.
Inbox
An operator's personal attention queue of items such as mentions and follow-ups, linked to entities like conversations, contacts, articles, workflows, broadcasts, and tickets.
Department
A group of users — for example Sales, Billing, or Support — used for routing and ownership.
Quick reply
A reusable response snippet that operators can insert into a conversation. It is rich text stored as Markdown and may include images.
Access token
A server-side workspace token for the Public API, sent as a Bearer token. It is shown once on creation.
Widget
The JavaScript snippet that adds chat, help articles, tickets, lead capture, and broadcasts to a website.
User verification
Protection for logged-in customer conversations using a server-generated HMAC-SHA256 token of the user id.