Gnatta Glossary & Key Terms

Quick links in this article:

Gnatta uses a lot of very specific terms to describe things - it’s worth getting familiar with each of these terms, to better understand how your contact centre fits together.

Echo / Message

An Echo is Gnatta terminology for an individual message. An Echo can be inbound or outbound, so refers to both messages sent in by a customer or messages sent by an advisor in Gnatta. Looking at Echo / Message level data is particularly useful for understanding sent and received volumes on Email, Twitter, Facebook, WebChat, Trustpilot, WhatsApp or SMS.

An echo will be contained in a conversation, which is contained in an interaction, and assigned to an agent.

Conversation

A Conversation is a collection of messages / echoes on a single channel. This could be an email thread or a webchat, for example. Conversation level data is key for analysing Chat or Phone calls. With both of these channel types being ‘live’ contacts with customers, this gives a clear start and a finish to the conversation (whereas a Facebook Messenger conversation could span over a couple of days).

A conversation is contained in an interaction, which can be assigned to an agent. That interaction might contain multiple conversations relating to the same issue.

Interaction

Interactions are what are presented to users as workable items. An interaction can be a collection of multiple Echoes and Conversations, which can include Conversations with the customer across different channels and also conversations with third parties in relation to a customer’s query. An Interaction will be in one of two states, open or closed, depending on whether the customer is awaiting a response from a User.

Interaction level data is useful when analysing information that changes from customer to customer, such as the reason for contact, as is it is always tied to Interaction level.

Profile

A customer profile is a collection of interactions, cumulated over the course of your history with that person. Each interaction is representative of a single issue, and may contain multiple conversations.

Using customer profile logic in your Gnatta setup allows you to group everything you know about a customer into one place, so you can better understand them and handle the current issue accordingly. For example, you could choose to route VIP customers into a dedicated queue, or customers with concern flags from previous interactions into an escalations queue.

Try thinking of it like this:

• Message / Echo: a single inbound SMS message

• Conversation: a series of SMS messages create a conversation

• Interaction: all conversations relating to the current issue - i.e. the SMS conversation, a phone call follow-up, and an email the agent sent to the courier

• Customer Profile: every interaction (issue) over the course of your history with a customer - which could span years, and dozens of separate orders and issues!

Context

Gnatta automatically detects a huge range of potential data around every event that occurs in your domain. For example, if a new message is received, Gnatta won’t just collect the message body, it’ll also check for a:

• Timestamp

• Sender

• Recipient

• Channel

• Attachments

• Subject Line (if it’s an email)

• etc!

This data will then be stored, ready for you to use in your flows and domain configuration. Find out more about contextual data here: https://gnatta.atlassian.net/wiki/spaces/HELP/pages/2760343572

Workflow

At Gnatta, when we talk about ‘Workflow’ or ‘the workflow engine’, we’re referencing a collection of features that work together to make stuff happen in your Gnatta domain. Here are some examples of what workflow is used for:

• Creating a chatbot journey (with quick replies) to gather customer data before assigning to an agent

• Detecting keywords in a customer’s message, combining that with other contextual information about the customer, and then making a complex decision on where to route the customer

• Collecting data from an external system to automatically verify a customer’s identity and pass security checks

And more! The possibilities with our engine are (almost) limitless.

A workflow is triggered by an event, and contains a series of flows. A workflow is the ‘bigger picture’ of connected flows that work together to react to the event that was triggered.

Open

The Workflow for inbound messages to our Hello@Gnatta.com email address

Flow

A flow is a micro-series of actions that can be visualised as a ‘map’ in the flow builder. These actions (like Create Interaction or Connect Conversation) are what you’ll use to make changes and decisions about how to handle the event at hand. More about actions here.

Open

A Junk Checker flow we’ve used on our email inbox

Actions

Actions are the building blocks for the workflow engine - this is how you get stuff done. Every flow is composed of a series of actions. For more information, check: Actions

Events

An event is a change we can detect in your Gnatta domain. These changes are things that a customer service team may want to react to in a particular way. Some example events include:

• New Message Received

• Response Received (there’s a difference!)

• Interaction Closed

• Queue Changed

• Chat Survey Completed

For more information, check: Events

Dynamic Data

In the Update panel of an Interaction, Gnatta will display a range of custom fields. These can be defined by an admin of your Gnatta domain - and grouped into sets, hidden with conditional display logic, or even autofilled by Workflow! They can be used to trigger automated processes like 3rd party chases with a courier, or ping off data to an integration. Find out more about using custom data fields here:

Defining Custom Data