Overview
Project
The unit of configuration and data ownership in Calypso.
Member
A person invited to a project.
Roles
- Owner: full access and project administration
- Admin: configuration + member management
- Member: standard access
- Agent: Shared Inbox-focused access
Customer
A contact record (phone/email + metadata) belonging to a project.
Customers typically include:
- a subscription status:
subscribed,unsubscribed,bounced - optional departments (grouping + routing)
- optional tags/extra fields (depending on your workflow)
Conversation
A live thread with a customer, visible in the Shared Inbox.
Shared Inbox handoff
The Inbox handoff workflow step routes a conversation into the Shared Inbox so a human can take over.
Workflow
A project-scoped routing + automation graph (workflow-based) used to handle inbound requests.
Default workflow
The workflow used when workflow routing is enabled for a project.
Workflow routing
Project-level routing mode that sends requests through the project’s default workflow.
Template
A WhatsApp message template, potentially with variables (e.g. {{name}}).
Campaign
A bulk send event using a template and targeting a set of customers.
Knowledge item
A reusable piece of project knowledge:
- File
- Website
- Q&A
Web Widget
A website embed that can show a Q&A experience or a WhatsApp contact widget.