Concepts
A few core ideas show up throughout ConnectWiz. Understanding them makes the rest of the product easy to navigate.
Workspace (tenant)
A workspace is your organisation's isolated space in ConnectWiz. All of your data — contacts, conversations, team members, departments, tags, saved replies and settings — belongs to exactly one workspace and is never visible to another. This isolation is enforced at every layer, so two workspaces can never see each other's data.
The first person to register becomes the workspace administrator. On the live service, the workspace is detected automatically from your web address; you do not pick it on every sign-in.
People
There are two kinds of people in the system:
- Staff — the people on your team who use the admin panel. Staff have a role (see below).
- Contacts — the customers and visitors you talk to. Contacts do not sign in to the admin panel; they reach you through a channel (the chat widget and, in later releases, messaging apps). See Contacts.
Roles
Staff have one of three roles:
| Role | Can do |
|---|---|
admin | Everything, including managing team members and settings |
supervisor | Oversee conversations and agents, manage shared libraries |
agent | Handle the conversations assigned to them |
For the full breakdown of who can do what, see Roles & permissions.
Conversations and messages
A conversation is a thread with one contact. It has a status (for example
open, pending, on_hold, archived or trash) and can be assigned to
an agent who owns the reply. Each conversation contains messages exchanged
over time. A message can be plain text or carry richer
blocks, and can include file attachments.
See Conversations & statuses.
Language
The interface and your notification emails follow your preferred language. English and Turkish are available today; the platform is built to add more. See Localization.