Glossary

What it is for

Here are the terms you see on STChat screens. Use this list when a word is unfamiliar. At the end there are links to the pages that explain these terms in more detail.

Who can do it

Anyone. The glossary applies to the agency (portal) and to the organization (app).

Where to click

There is no button. The terms appear throughout the system: in the agency portal, at portal.stchat.app, and in the app, at app.stchat.app.

Terms

Who is who

Term	What it means
Agency	Whoever uses the portal to create and look after the clients’ organizations.
Organization	Each client of the agency. It has its own users, chats and settings. The portal also calls it a Sub-account.
Subaccount	The same as the client’s organization, seen from inside the portal.
Owner	Whoever has all the powers in the organization, including plan and billing. A role only changes through Make Owner.
Admin	The Admin role: “Everything in the organization except Owner and billing.”
Supervisor	”Sees the team and conversations; doesn’t change settings.”
Operator	The Agent role in the app: “Handles the inboxes and portfolios they receive.” The portal calls this role Operator.

Connections

Term	What it means
Instance	In the portal, the connection slot that the agency assigns to an organization.
Inbox	In the app, the connected number that receives chats. Each active inbox takes up one slot of the plan.
Channel	The place where your customers talk to you, such as WhatsApp or Instagram. Chats from all channels arrive in Chats.
WhatsApp Official	A number approved by Meta. After 24 hours from the customer’s last message, replying requires an approved template.

Day to day

Term	What it means
Chats (Inbox)	The screen where you handle conversations.
Waiting	Chats that do not have an assignee yet.
Tag	A colored mark on the contact, used to filter the Inbox and the contacts. It applies to the whole organization.
Portfolio	Each agent’s customers. With portfolios turned on, a person sees only their own customers.
Presence	Your status: Online, Away or Offline. It decides whether you receive chats from the queue.
SLA	The response time: the counter starts when the contact sends a message and stops at the team’s first reply.
Flow	An automation made of blocks. A recipe is a ready-made flow that you adjust by answering questions.
Copilot	AI that suggests and summarizes. You are the one who sends.
AI agent	AI that handles customers on its own in the chat and hands over to the team when needed.

Agency and plans

Term	What it means
Module	A feature that the agency turns on or off per organization. When off, it disappears from the menu or shows “Module not available”.
Plan	What the agency signed up the organization for, with the monthly limits.
White label	The agency’s brand in place of the STChat brand.
Today	The first screen of the agency portal, with what needs your attention right now.

Where to start

What it is for

Who can do it

Where to click

Terms

Who is who

Connections

Day to day

Agency and plans

Next step

​What it is for

​Who can do it

​Where to click

​Terms

​Who is who

​Connections

​Day to day

​Agency and plans

​Next step

What it is for

Who can do it

Where to click

Terms

Who is who

Connections

Day to day

Agency and plans

Next step