The words this application uses

What the words in the interface and in this help mean, grouped by the area they show up in.

Around the record

Record: one single case. Entity: the description of which fields a record consists of. Field: a single detail such as phone or order value. Field group: several fields shown together on the record. Assignee: the person a record belongs to. Watcher: someone following a record without being responsible for it. History: the list of what has happened to the record. Retention: the period after which a record is anonymised or deleted.

Board and pipeline

Pipeline: your process as a row of steps. Stage: one step in it, a column on the board. Board: the view that spreads records as cards across the stages. List: the same records as a table, sortable and built for many at once. Time in stage: how long a record has been sitting where it is. Unassigned: the column for records that are not in any stage yet.

Automation

Automation: a chain of steps that runs by itself. Trigger: the event that starts it, such as a new record or a stage change. Action: one step, such as sending an email or setting a field. Condition: a check that stops the run when it does not hold. Branch: a point where the run splits by condition. Run: one single pass, with time, duration and outcome per step. Variable: a placeholder such as the first name, replaced by the real value as it runs.

Passing records to partners

Partner: whoever receives records from you. Distribution: the rules deciding who gets which record. Rule: a condition with a price and a cap. Participation: one particular partner in one particular distribution. Delivery: a record that has gone out to a partner. Return: a delivery the partner hands back within a deadline. Goodwill: a return after the deadline, which you decide on.

Why record and not lead?

Because not every case is a lead. The same application handles enquiries, complaints, applications or contracts. Record is the word that fits all of them.

What is the difference between a stage and a status?

There is no separate status. The stage is the state: where a record sits on the board is what is going on with it.

What does module mean?

A capability you book on its own. Not every account has all of them. What is not booked does not appear in the navigation at all, rather than turning you away when you click it.

What is an account?

The separated area your data lives in: its own records, its own team, its own settings. Anyone working in several accounts switches between them at the top left.