Glossary
The terms KitoDesk uses, in plain language.
Glossary
| Term | Meaning |
|---|---|
| Tenant | One organisation's isolated KitoDesk workspace. Your data is never shared with other tenants. |
| Inbox | A named destination for a channel with its own agents, SLA and assignment policy. |
| SLA | Service-level agreement: the target times for first response and resolution. |
| Triage | Reading a new conversation to set intent, category, priority and needed skill. |
| Webhook | An automatic HTTP notification sent when something happens, so an external system can react. |
| Provider callback | An HTTP call from a provider (Twilio, Meta) into KitoDesk carrying an event or message. |
| Idempotency | Processing a retried request only once, so duplicates are safe. |
| Presence | Whether an agent is available, on a call, busy, away or offline - used by routing. |
| Capacity | The maximum number of open conversations auto-assigned to an agent. |
| Disposition | The outcome an agent records after a call (resolved, follow-up, and so on). |
| Wrap-up | The after-call step where the outcome, note and optional ticket are saved. |
| CSAT | Customer satisfaction score, usually 1-5, collected by a survey. |
| Opt-out | A customer flag that stops campaign and automated marketing messages. |
| Tenant isolation | The guarantee one tenant can never read another's data, enforced in code and at the database level. |
| MFA | Multi-factor authentication: a second step (code or app) after the password. |
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