Core concepts

Following a customer workflow is easier when the team uses the same words for its records, decisions and results. This guide explains the terms used throughout the documentation. Try your first workflow first if you would like a concrete example alongside them.

Workspace

Your business's own environment: its people, its records, its settings, and the accounts it has connected. What you can see and do inside it depends on your membership. Developers reading the source also call this a tenant, and it is the boundary every check in the product runs against.

Record

A saved business object with a stable identity: a contact, a company, an opportunity, a conversation. Records link to each other, which is the whole point of the product, so opening one deal shows you the people, the messages, and the work that belong to it instead of making you go find each one separately.

Module

One area of functionality, such as proposals or campaigns, that your workspace can switch on or off without anyone forking the application. A guide here may describe a module that is not enabled for you; Modules explains how to check.

Proposal and approval

An action proposal is a specific change that has not run yet. Approval is your decision to authorize it, or not. This is a different thing from a sales proposal document, the kind you send a customer, which lives under Proposals and follows its own document lifecycle.

Action queue

The pending actions waiting on processing or your review. Anything the AI proposes lands here before it executes, never after. Something you do manually, like sending a reply you wrote yourself, follows that screen's own controls instead without requiring an extra AI proposal. See Approvals for review rules and eligible autonomy changes.

Receipt

The recorded outcome of an action that was attempted, which is how you tell whether it succeeded, failed, or is still uncertain. A draft sitting in the queue and an approval you just clicked are not proof that a message reached anyone; the receipt is what tells you that, once it exists.

Activity and audit

Activity is where you go to investigate a change and trace it back to what caused it. The audit history underneath it records who changed what and when, in a form nobody, including an AI tool, can quietly edit after the fact. See Activity.

Idempotency

Protection against the same intended action running twice because of a retry. If a send is retried, it reuses its original request identity instead of creating a second email out of the same intent, so a flaky connection does not turn into a duplicate message in a customer's inbox. When a result is uncertain, the safe move is to inspect the original attempt before trying again, not to assume it failed and resend.