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

# Support words explained

> Understand the names you will see without needing a technical background.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Understand the names you will see without needing a technical background. Where to find it: Use this page alongside any Support screen.

## Steps

<Steps>
  <Step>
    A workspace is your team’s Support account. It holds people, settings, conversations and billing.
  </Step>

  <Step>
    An environment separates real customer work (live) from practice and integration checks (test). Always check which one you are using.
  </Step>

  <Step>
    A brand is the business or product name customers see. An inbox is where a team receives and handles conversations. A channel is how messages arrive, such as Gmail or WhatsApp.
  </Step>

  <Step>
    A conversation is a message thread with a customer. A ticket is a tracked request with its own type, fields and status. A contact is an individual; a customer account groups explicitly linked contacts from one business.
  </Step>

  <Step>
    A widget or messenger is the chat window on your website or app. An installation connects a particular website or app to a brand and inbox.
  </Step>

  <Step>
    A workflow follows rules you define. An AI procedure follows a reviewed problem-solving process using approved actions. Neither should receive more access than it needs.
  </Step>
</Steps>

## Example

One workspace can have a Shop brand and a Delivery inbox. WhatsApp and the website widget can both deliver conversations to that inbox.

## Things to know

* A role controls what a staff member may do. Inbox access controls which conversations they can see. An owner manages the workspace; an administrator manages permitted settings; an agent answers customers; a viewer has read-only access where granted.
* SLA means service-level agreement: a response or handling target your team sets. A business-hours calendar determines when a business-hours target counts time.
* A segment is a group of customers matching rules. An attribute is a stored fact, such as a chosen plan. An event records something that happened, such as completing onboarding.
* Draft means not published. Queued means waiting. Failed means the action did not finish. Uncertain means the outcome needs checking before retrying. Archived and permanently deleted are different.
* An API or SDK lets a developer connect software to Support. A webhook notifies another system about an event. Keep secret keys private; a public installation key has a different purpose.

## What happens next

<Check>
  You can distinguish the account, the destination and the customer interaction.
</Check>

## If something goes wrong

<Warning>
  * If two names look similar, check the workspace and environment before editing.
  * If a guide mentions an owner-only action, ask your workspace owner rather than sharing their login.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Set up brands and inboxes" href="/stackshift-support/brands-and-inboxes">
    Choose the name customers see and where their messages should go.
  </Card>

  <Card title="Invite your team and control access" href="/stackshift-support/team-and-roles">
    Give each teammate the access they need to answer customers or manage the workspace.
  </Card>
</CardGroup>


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