Kulpunai Glossary

Key Terms

A member of your customer support team who can view and respond to customer messages.

A channel instance that connects your website, social media accounts, or messaging platforms to Kulpunai.

A thread of messages between a customer (contact) and your support team.

A customer or visitor who initiates a conversation with your team.

A tag used to categorize and organize conversations.

A group of agents organized by function or department.

A pre-saved message template that agents can quickly insert into conversations.

Rules that automatically perform actions based on specific triggers.

Proactive outbound messaging to engage website visitors or contacts.

Kulpunai's AI-powered assistant that helps automate responses and reduce agent workload.

A self-service knowledge base where customers can find answers to common questions.

Performance metrics that define response time and resolution time expectations.

HTTP callbacks that notify external systems when events occur in Kulpunai.

Additional data fields you can attach to conversations or contacts.