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Terms and Definitions

This section contains basic terms and definitions used in the Flowex system. Understanding these terms will help you work effectively with the platform.

Basic System Concepts​

SA (Subscriber Group)​

Customer database containing required fields for campaign launch. Minimum required field is phone number, as auto-information campaign is impossible without contact data. Additionally recommended to specify name and patronymic for personalization.

ID (Information Database)​

Information database containing additional customer data in free form. Not required for campaign launch, but useful for detailing and enriching customer information.

MGP (Minimum Guaranteed Payment)​

Minimum service charge amount subject to payment and independent of service consumption volume in billing period. Guarantees minimum income from tariff use.

PA (Personal Account)​

Personal user section in system displaying profile information, balance, tariff and providing access to all platform functions.

Campaigns and Scripts​

Campaign​

Process of organizing mass simultaneous call flow to achieve maximum target audience coverage in short time. Number of simultaneous calls depends on selected tariff.

Script​

Customer interaction logic defining sequence of system actions and responses. Scripts are created for dialogue automation and can be intended for campaigns or IVR systems.

IVR (Interactive Voice Response)​

Interactive voice system that automatically handles incoming calls, provides information to customers and directs them to needed specialists.

Outbound Campaigns​

Campaigns aimed at active customer acquisition through outbound calls. Used for sales, information, surveys and other tasks.

Inbound Campaigns​

Campaigns aimed at handling incoming calls from customers. Include IVR menu configuration, call routing and request handling.

Telephony​

SIP Trunk​

Technology for transmitting voice data through SIP internet protocol. Used for connecting to telecom operators and ensuring quality telephone communication.

Extension (Internal Number)​

Internal system number used for connecting operators and devices to telephone system. Allows making internal calls and handling incoming calls.

Webhook​

Mechanism for automatic data sending between systems in real time. Used for integration with external services and receiving event notifications.

Routing​

Process of determining call path through telephone network. Includes telecom operator selection, tariff determination and call handling rule configuration.

Tariffing and Billing​

Classic Tariffing​

Payment model where service cost is calculated based on conversation duration with fixed rate per minute.

Action-Based Tariffing​

Payment model where service cost is determined by number of completed actions, such as SMS sending, data processing, performing certain operations.

Metrics​

Configurable parameter for action-based tariffing. Defines which operations are considered in cost calculation and how they are tariffed.

Balance​

Current amount of available funds on user account. Used for paying system services and automatically debited when performing operations.

Payer​

Legal or natural person making payments for system services. May differ from system user.

Databases and Validation​

Customer Database​

Strict database containing required fields (phone number, customer name) necessary for campaign launch. Used for defining target audience.

Information Database​

Additional database containing reference information in free form. Not required for campaigns, but useful for detailing and analysis.

Data Validation​

Process of checking data correctness and completeness before use. Includes format checking, data existence and business rule compliance.

Regular Expression​

Special syntax for describing text patterns. Used for data validation, search and information processing.

Statistics and Analytics​

Conversion​

Percentage of customers who completed target action (purchase, registration, subscription) from total processed customers.

Call Success Rate​

Ratio of successful calls to total call attempts. Shows effectiveness of telephone campaigns.

ROI (Return on Investment)​

Investment return indicator calculated as profit to campaign cost ratio. Allows evaluating marketing activity effectiveness.

CTR (Click-Through Rate)​

Percentage of link clicks from total impressions. Used for evaluating advertising campaign effectiveness.

Users and Roles​

Admin​

Administrative role with rights to manage users, campaigns, scripts and billing, but without access to system settings.

Manager​

Manager role with rights to create and manage campaigns, scripts and numbers, but without ability to manage users.

Operator​

Operator role with rights to view campaigns, start and stop them, but without ability to create new campaigns.

Viewer​

Role with rights only to view information without ability to make changes to system.

Integrations and API​

API (Application Programming Interface)​

Set of software interfaces for system interaction. Allows integrating Flowex with external applications and automating processes.

SDK (Software Development Kit)​

Set of development tools for creating applications integrated with Flowex system. Includes libraries, documentation and code examples.

CRM Integration​

Connecting Flowex system to CRM systems for synchronizing customer data, interaction history and campaign results.

Webhook​

Mechanism for automatic sending of system event notifications to external URLs. Used for integration with external services.

Technical Terms​

WebSocket​

Communication protocol for real-time data exchange between client and server. Used for instant information updates in interface.

JSON​

Data exchange format used for transmitting information between systems. Easily readable by humans and processed by programs.

CSV​

File format for storing tabular data as text with separators. Used for importing and exporting customer data.

UTF-8​

Standard character encoding supporting all world languages. Used for correct text display in different languages.

Statuses and States​

Active Status​

Object state (campaign, script, number) when it works and performs its functions.

Draft​

Object state when it's created but not fully configured and not ready for use.

Error​

Object state when technical error or configuration problem occurred, requiring correction.

Archived​

Object state when it completed its work and moved to archive for long-term storage.

This glossary is regularly updated with appearance of new functions and terms in Flowex system.