Terminology

Commonly used terms

Term	Description
Ninchat	The name of the chat service
Member	A person who uses Ninchat through ninchat.com, not an embedded customer interface
Queue	A customer service queue from which a member picks a customer for a one-to-one conversation
Channel	A conversation room for multiple people; it can be used for internal team communication or an embedded public group discussion
Channel moderator	A member who manages and moderates the discussion and users in a channel
Channel operator	A member who can change channel settings, invite new members, and grant or remove operator and moderator rights
Organization	A customer-managed entity that includes channels, queues, and members
Organization operator	A member who can add users as queue agents, view statistics and conversation history, and edit queue texts, settings, and schedules
Departed user	A customer conversation that has ended because the customer has left
Request	A request to start a conversation that has arrived in a customer queue. In statistics, answered and unanswered requests appear as accepted and dropped requests
Dropped request	A customer who leaves the queue before receiving a response, for example because of a long waiting time
Event log	A list of recent events in a customer queue
Registered contact	A customer chat questionnaire response saved in statistics without an actual chat conversation, such as an offline contact