The business using the Layer XDK within their application or website.
A user is any person who is able to sign into the application.
- Agent: This is a stateful term to describe any
userwho is responding to acustomer.
A customer is any person engaging with an agent via Layer from the organization's application or website.
Users possess one of several permissions levels within the application.
- Read-only: unable to respond to tickets
- User: user assigned to a team and able to respond to tickets
- Admin: manage teams, manage queues, system level settings and able to respond to tickets
A team is a group of users that can be assigned to a queue.
Within a team, users are given discreet roles with additional privileges.
- Team member: Any
userthat belongs to a given team. - Team lead: Can access the team lead dashboard, view all team conversations, and able to respond to all team conversations, manage their team's assignment limit, and view their team member list.
The assignment limit is a value specifying the number of concurrent conversations the system should automatically designate to a given user. This value can be set globally for the organization, for a team, or for an individual user.
A conversation is a set of messages being sent between an agent and a customer.
- ID:
- Status: A
conversationhas a status associated with it.- Open: A new, unassigned conversation.
- Assigned: A
conversationthat has been designated to a specificuserto address. This is handled either automatically via aqueueor manually by ateam lead. - Closed: After a
userhas has completed the conversation, either temporarily or permanently.
- Participants: A
conversationcontains multipleparticipantsAgentsCustomers
- Messages: Discrete text or rich media being sent between the
partipants.
A queue routes open conversations to specific teams.
The inbox is where a user is able to see and participate in any conversations assigned to them.