# Terminology

| Term                      | Definition                                                                                                                                                                               |
| ------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Ninchat**               | The name of the chat service.                                                                                                                                                            |
| **Activity log**          | List of customer queue's latest events.                                                                                                                                                  |
| **Agent**                 | A person using Ninchat through ninchat.com, has no embedded client view.                                                                                                                 |
| **Queue**                 | A queue for customer service chat in which an agent can pick a customer for bilateral conversation.                                                                                      |
| **Channel**               | Multi-user chat room, can be used for internal team communication or public group discussion embedded into a web page.                                                                   |
| **Channel moderator**     | An agent who manages and moderates chat as well as users in the channel.                                                                                                                 |
| **Channel operator**      | An agent who can edit channel settings, invite new members to the channel, and add/remove operator and moderator rights of the channel members.                                          |
| **Deleted user**          | Ended customer conversation, where visitor has closed conversation.                                                                                                                      |
| **Dropped request**       | Customer who was not picked from queue and left.                                                                                                                                         |
| **Organization**          | A client-controlled entity that includes channels, queues, and agents.                                                                                                                   |
| **Organization operator** | An agent who can add users as queue members, and view statistics and access customer chat history. Organization operator can also edit queue settings including queue name and schedule. |
| **Registered contact**    | Saved questionnaire answer without actual conversation. E.g. offline contact request.                                                                                                    |
| **Request**               | Chat request in customer queue. In statistics answered and un-answered queueings are shown as accepted and dropped requests.                                                             |


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