--- title: Glossary description: Below we have included a list of terms related to our services and their definitions to help you navigate our platform more efficiently. --- [Skip to content](https://help.b2chat.io/en/glossary#main-content) - [English](https://help.b2chat.io/en/glossary) - [Español](https://help.b2chat.io/glosario) English Show submenu for translations ![Logo-B2Chat-Consola.png\]](https://help.b2chat.io/hs-fs/hubfs/Logo-B2Chat-Consola.png?height=40&name=Logo-B2Chat-Consola.png) - [Default HubSpot Blog](https://blog.b2chat.io/blog) Open main navigation Close main navigation - [Default HubSpot Blog](https://blog.b2chat.io/blog) - - [English](https://help.b2chat.io/en/glossary) - [Español](https://help.b2chat.io/glosario) English Show submenu for translations - [Go to www.b2chat.io](https://www.b2chat.io/en/) [Go to www.b2chat.io](https://www.b2chat.io/en/) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.b2chat.io/en?hsLang=en) 2. [Getting Started](https://help.b2chat.io/en/getting-started?hsLang=en) 3. [Getting started](https://help.b2chat.io/en/getting-started?hsLang=en#getting-started) # Glossary ## Below we have included a list of terms related to our services and their definitions to help you navigate our platform more efficiently. #### B2Chat Users When a company decides to purchase a subscription with B2Chat, it gains access to different types of **users**. These users may play different roles as ***agents*** and/or ***administrators***. #### Agent An **Agent** receives user requests through the different messaging platforms available and solves user needs related to customer service, sales inquiries, and conversation tracking. #### Administrator An **administrator** customizes the different features available in the **B2Chat console** according to your needs, has access to reports and data analysis, and manages users and contacts. #### Console The B2Chat **console** is the screen that allows communication between an agent and a contact by the use of different messaging platforms. #### Contact A **contact** is a person that communicates with your company or business (*customer, supplier, partner, etc.)* using the different instant messaging channels available, such as *WhatsApp, Facebook Messenger, and/or Telegram.* #### Channel In B2chat, the **channel i**s the medium we use to facilitate the interactions between contacts and your company through the use of instant messaging. It is for this reason that B2Chat is often referred to as a ***Chat Center***. #### Messaging Account A **messaging account** is a specific **channel** that your company owns through the different messaging platforms that B2Chat supports *(your company's WhatsApp line, Facebook messaging enabled on your company's fan page, and/or a Telegram account)*. B2Chat connects the messaging accounts of your preferred channels to enhance your agents' services. #### Chat A chat is a continuous conversation that an agent and a contact engage in through an instant messaging **channel**. The chat is initiated and created in B2Chat when a contact sends a message on any of the available channels and is closed when the message exchange between agent and contact ends. #### Messages A **message** is an interaction that takes place between an agent and a contact within a conversation **(chat)**. There are two types of messages: ***incoming messages*** and ***outgoing messages***. Incoming messages refer to messages that are sent by contacts while outgoing messages are sent by agents. #### Chatbot A **chatbot** automatically responds to messages sent by a contact within a chat. The purpose of the chatbot is to optimize the messaging experience for all B2Chat users. Currently, we have three types of chatbots: **FAQ chatbot** - solves any frequently asked questions contacts may have before connecting with an agent **Satisfaction chatbot** - measures customer satisfaction once the agent closes the chat **Routing chatbot** - asks the contact what department they would like to be referred to before assigning an agent #### Inbox and Ongoing Inbox The **inbox** is a shared area inside the **console** *(the agent's screen)* that is seen by all agents and where all contact chats arrive. An agent receives a chat and assigns it to himself, sending the chat to the **outgoing inbox** where it can only be seen by him. When you configure the **routing chatbot**, agents will only be able to see chats that are related to the **department** pertaining to the inbox. #### Departments B2chat **departments** group agents together to provide specialized customer service through the use of chats. When the **routing chatbot** is set up, chats are received in the inbox related to the department previously chosen by a contact. - [Getting Started](https://help.b2chat.io/en/getting-started?hsLang=en#main-content) - [Getting started](https://help.b2chat.io/en/getting-started?hsLang=en#getting-started) - [Agent Essentials](https://help.b2chat.io/en/agent-essentials?hsLang=en#main-content) - [Console (Agents)](https://help.b2chat.io/en/agent-essentials?hsLang=en#console-agents) - [Admin Essentials](https://help.b2chat.io/en/admin-essentials?hsLang=en#main-content) - [Audit](https://help.b2chat.io/en/admin-essentials?hsLang=en#audit) - [Service Rating Chatbot](https://help.b2chat.io/en/admin-essentials?hsLang=en#service-rating-chatbot) - [Channels](https://help.b2chat.io/en/admin-essentials?hsLang=en#channels) - [Departments](https://help.b2chat.io/en/admin-essentials?hsLang=en#departments) - [Reports](https://help.b2chat.io/en/admin-essentials?hsLang=en#reports) - [FAQ Chatbot](https://help.b2chat.io/en/admin-essentials?hsLang=en#faq-chatbot) - [General settings](https://help.b2chat.io/en/admin-essentials?hsLang=en#general-settings) - [Contacts](https://help.b2chat.io/en/admin-essentials?hsLang=en#contacts) - [Users](https://help.b2chat.io/en/admin-essentials?hsLang=en#users) - [Schedules](https://help.b2chat.io/en/admin-essentials?hsLang=en#schedules) - [Subscriptions](https://help.b2chat.io/en/admin-essentials?hsLang=en#subscriptions) - [Chats management](https://help.b2chat.io/en/admin-essentials?hsLang=en#chats-management) - [Send bulk messages Whatsapp](https://help.b2chat.io/en/admin-essentials?hsLang=en#send-bulk-messages-whatsapp) - [Tags](https://help.b2chat.io/en/admin-essentials?hsLang=en#tags) - [FAQs](https://help.b2chat.io/en/faqs?hsLang=en#main-content) - [Users](https://help.b2chat.io/en/faqs?hsLang=en#users) - [Default HubSpot Blog](https://blog.b2chat.io/blog) [![Chill listening crop-3](https://help.b2chat.io/hs-fs/hubfs/logo-1.png?width=24&height=24&name=logo-1.png "Chill listening crop-3")](http://www.b2chat.io) Help Center b2chat.io Copyright © 2026, b2chat.io