SparrowDesk Glossary

A clear, alphabetically organized reference of key terms used in the SparrowDesk platform.

A

• Agent
  A team member who responds to customer conversations. Agents can be assigned to specific inboxes and conversations.
• AI Agent
  An intelligent, automated agent that can fully handle or assist in conversations based on configuration.
• AI Copilot
  A productivity tool for human agents. Suggests replies, rephrases messages, summarizes threads, and helps speed up support.
• Assignment Rules
  Automation that assigns conversations to agents or teams based on defined criteria.
• Article
  A help center document that provides information, answers, or instructions to users.

B

• Brand
  Represents a business identity. You can manage different help centers, email addresses, and chat widgets under multiple brands.
• Business Hours
  Working hours used for SLA and autoresponder logic. Can be 24/7 or specific hours/days.

C

• Channel
  The medium through which a conversation originates (e.g., Email, Chat, API, Social).
• Chat Widget
  A customer-facing chat interface embedded on your website or product to enable real-time messaging.
• Collection
  A folder or grouping inside the Help Center that contains related articles.
• Companies
  A way to group multiple contacts under a single organization. Useful for B2B support.
• Contact
  A person who reaches out to your support team. Contacts are created when a conversation starts.
• Contact Fields
  Custom or default fields used to store structured data about a contact (e.g., name, plan, region).
• Conversation
  A thread of messages between a contact and your team across any channel.
• Conversation Fields
  Custom fields attached to conversations to store metadata (e.g., order ID, issue type).
• Custom Views
  Filtered views in the inbox that help agents focus on specific types of conversations based on rules.

F

• First Response Time (FRT)
  The time taken to send the first reply after a customer initiates a conversation.

H

• Help Center
  A public-facing site where your customers can browse articles and search for answers.

I

• IMAP
  An email protocol used to read and sync incoming messages from your email provider into SparrowDesk.
• Inbox
  A workspace that holds conversations for a specific function/team (e.g., Support, Sales).

K

• Knowledge
  Refers to your Help Center content—articles, collections, and overall knowledge base strategy.

L

• Zoona
  SparrowDesk's AI platform powering AI Agent, AI Copilot, and Zoona Glance.

P

• Permission
  Granular access control for what agents can see and do inside SparrowDesk.
• Priority
  A tag that indicates the urgency of a conversation (Low, Medium, High, Urgent).

R

• Resolution Time
  Total time taken to resolve a conversation.
• Roles
  Preset or custom roles assigned to agents to define their access level and responsibilities.

S

• SLA (Service Level Agreement)
  Policies that define how quickly your team should respond to or resolve conversations.
• Segments (for Contacts)
  Saved groups of contacts filtered by shared properties or behaviors (e.g., VIP customers, trial users).
• SMTP
  An email protocol used to send outgoing messages via your own email servers.
• Source
  How a conversation originated—could refer to the channel or specific integration (e.g., Chat, Gmail, API).
• Spam
  Irrelevant or junk conversations, often filtered automatically.
• Status
  The state of a conversation (e.g., Open, Pending, Resolved, Closed).

T

• Tags
  Labels you can apply to conversations to categorize and filter them.

W

• Wait Time
  The time a customer waits between replies from agents.
• Workflow
  Automation logic that performs actions (like tagging or assigning) based on triggers and conditions.