Reference
Glossary
Every term this documentation uses, and where it is explained properly.
Terms
- Account view
- The dashboard mode covering every branch at once — overview, locations, customers, QR codes, analytics, reports, marketing, team and account settings.
- Allowance
- The monthly pool of texts and calls your plan includes. Push notifications and emails do not draw on it.
- Appointment
- A visit with a time attached, made through your booking page or by your team. Also called a booking.
- Buffer
- Extra time after a service, before the next booking can start. Blocks your diary without appearing to the customer as part of their appointment.
- Called
- The state a visit moves into when it is somebody's turn. This is what sends the message everybody is waiting for.
- Category
- A grouping for services or resources. Service categories help customers choose; resource categories help you organise.
- Customer
- A person, held once for your whole business rather than per branch, with their whole history attached.
- Fallback
- Sending a text only when the free push notification did not do the job.
- Location
- One physical branch, with its own address, time zone, opening hours, queues and settings.
- Location view
- The dashboard mode for a single branch — its waitlist, appointments, customers and settings.
- Merge tag
- A placeholder in a message — the customer's name, their position, a link — replaced with real values when it is sent.
- No-show
- Somebody who was called and never appeared. Recorded separately from served so the rate is a number you can act on.
- Opt-out
- A customer replying STOP, which stops every message to them including their own visit updates. Different from withdrawing marketing consent.
- Organisation
- Your business. Owns the plan, the team, the customers, the services and every location.
- Position
- Where somebody is in the queue, counted from the front. Position one is next.
- Queue
- One line customers join, belonging to a branch. Most locations need exactly one.
- Registration type
- Whether something applies to waitlist visits, bookings or both. Services, fields and messages all carry one.
- Resource
- Whatever does the work — a person, chair, room, bay or machine. Resources prevent double-booking and set your throughput.
- Role
- A named set of permissions. Owner, Admin, Editor and Reader come as standard, and you can create your own.
- Sender number
- The phone number your texts and calls come from, chosen by where the customer is unless you pin one.
- Served
- A visit that has been dealt with. One of the three endings, along with no-show and cancelled.
- Service
- One thing a customer can ask for, with a duration. Durations are what make wait estimates and bookable slots real.
- Short name
- The word identifying your business in every public link. Changing it breaks anything already printed.
- Slot
- A bookable time, generated from a service's duration, your opening hours and what your resources have free.
- Status page
- The customer's own page showing their position and estimated wait, reached by an unguessable link.
- Transactional message
- A message about a customer's own visit. Always sent, needs no marketing consent, and keeps sending when the allowance runs out.
- Visit
- One customer on one occasion on the waitlist. Sometimes called an entry.
- Waitlist
- The live queue customers join to be seen now, as opposed to booking a time later.
These are not fixed
Most of the customer-facing nouns can be renamed to suit your business — a clinic has patients rather than customers, a restaurant has guests. See localization. This glossary uses the defaults.