Core concepts and glossary

Organization, workspace, and access

Organization

The top-level business boundary for membership and customer operations

Workspace

The operating boundary where a team handles its customers, settings, channels, and records

Workspace slug

The readable identifier in a workspace URL, such as /w/acme-retail/inbox

Owner

The single workspace role with full control, including ownership transfer

Admin

A role that can manage members and workspace settings within its allowed boundary

Member

A teammate who works in assigned inboxes and CRM records without broad administration

Invitation

A time-bound request to join an organization or workspace with a defined role

An organization can contain workspaces. A workspace is not a view filter: it is a meaningful data and access boundary. Confirm the workspace name or URL before importing contacts, connecting a sender, or changing configuration.

Customer context

Contact

A person the team communicates or does business with

Company

A business or account related to one or more contacts

Contact 360

The customer record and surrounding timeline used to understand the relationship

Timeline

Chronological operating history such as conversations and record activity

List

A reusable collection of contacts, created manually or from saved criteria

Tag or custom field

Structured context used for segmentation, workflow, and reporting

Duplicate

Two or more records that may represent the same real person and require review

Customer context should help a teammate make the next decision. A large record with no owner or current action is less useful than a small, accurate record connected to the relevant work.

Conversations and channels

Channel

A customer communication provider, currently including supported WhatsApp and email paths

Conversation

The shared thread that holds messages and workflow state

Work inbox

The team-visible operating area for shared customer conversations

Private Mail

Owner-scoped work email that remains private until its owner deliberately links or shares context

Team inbox

A responsibility-owned destination that groups members, channels, routing, and policies

Assignment

The person accountable for moving a conversation forward

Internal note

Team-only context attached to a conversation and never intended as a customer reply

Label

A reusable conversation marker for classification or routing context

Do not use Private Mail as a second shared inbox. Use it for owner-scoped correspondence; share only the minimum context required for team execution.

Workflow state

Status

The conversation's operating state: open, pending, or closed

Priority

The relative urgency of work, from low through urgent

SLA due time

The customer response deadline used to surface risk and overdue work

Next action time

The follow-up reminder used for Member-owned work queues

Outcome

The reason and result recorded when resolving customer work

Notification

A personal attention signal linked to an underlying WRKZY record

Saved view

Reusable inbox filter criteria for a recurring operating purpose

A status describes the state of work; it does not replace ownership. A priority compares urgency; it does not automatically create an SLA. A notification calls attention to a record; clearing it does not complete the underlying task.

Commercial work

Deal

An owned commercial opportunity connected to a customer or company

Pipeline

The ordered stages used to manage a class of deals

Stage

The current commercial milestone for a deal

Catalog item

A product or service that can be reused in commercial work

Quote

A versioned offer with customer, pricing, delivery, and buyer-response history

Campaign

A controlled WhatsApp or email message sent to an approved audience

Automation

A trigger-and-action workflow that executes repeatable steps

AI suggestion

Generated assistance that remains a draft or recommendation until a person reviews it

Evidence terms

Three distinctions that prevent mistakes

1. Summary versus source record: use dashboard and notification signals to find work, then verify the underlying conversation, deal, quote, campaign, or run.
2. Submitted versus delivered: a successful click confirms only that WRKZY accepted the action. Check the provider-backed state before assuming customer receipt.
3. Visible versus authorized: the ability to see a control does not make every action appropriate. Follow the customer's consent, team policy, and least-privilege boundary.