> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> The terms you see on STChat screens, in plain words.

## 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. |

## Next step

* [Where to start](https://docs.stchat.app/en/comece/por-onde-comecar.md)
* [Subaccount users and permissions](https://docs.stchat.app/en/subcontas/usuarios-e-permissoes-da-subconta.md)
* [Instances and channels](https://docs.stchat.app/en/agencias/instancias-e-canais.md)
* [How to enable modules](https://docs.stchat.app/en/agencias/liberar-modulos.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.