> For the complete documentation index, see [llms.txt](https://virtualcontact.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://virtualcontact.gitbook.io/docs/welcome-to-virtual-contact/glossary.md).

# Glossary

Key terms used throughout the Virtual Contact platform and documentation.

* **Inbox**: the centralised view where all conversations from every channel are displayed and managed.
* **Ticket**: a structured record of a customer request or issue, with status, priority, assigned agent and full history.
* **Queue**: a pool of conversations waiting to be assigned, based on defined routing rules.
* **Flow AI**: the visual chatbot builder, configurable via natural language prompts without coding.
* **WorkFlow AI:** the automation engine that executes rule-based actions triggered by specific events.
* **SmartTags**: AI-generated labels applied automatically to classify conversations by topic, intent and sentiment.
* **Conversation Score:** an automatic quality rating assigned to each conversation.
* **Handover**: the transfer of a conversation from the AI chatbot to a human agent, with full context preserved.
* **SLA**: Service Level Agreement — the maximum response or resolution time defined for a queue.
* **Workspace**: an isolated operational environment within Virtual Contact, separating flows by department, brand or location.
* **Tenant**: a distinct organisational account or workspace instance within the Virtual Contact platform.


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