Core concepts
Core concepts
The shared language Calypso uses across the dashboard.
Team
A team is the unit of configuration and data ownership in Calypso. Most pages are team-scoped (Customers, Inbox, Flows, Templates, Campaigns, Knowledge, Web Widget).
Customer
A customer is a contact record (phone/email + metadata). Customers can have a subscription status:
- subscribed
- unsubscribed
- bounced
Customers can also be organized using departments and tags.
Conversation (Inbox)
A conversation is a live thread with a customer. In Inbox, conversations can be:
- waiting for action (unassigned)
- assigned to an agent
- closed and optionally tracked (depending on how your workflow is configured)
Flow
A flow is a Canvas Flow that defines routing and automation:
- you can create multiple flows per team
- you pick one default flow
- when Canvas routing is enabled, incoming requests are routed through the default flow
Inbox handoff
An Inbox handoff is a flow step that routes a conversation into the Inbox so a human can take over. Some team-level settings only apply when the default flow includes an Inbox handoff.
Template and campaign
- A template is an outbound message template (including variables like
{{name}}). Templates can be used for campaigns and automation. - A campaign is a send event that uses a template and targets a set of customers. Campaigns have analytics.