Glossary

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.p12 file: A certificate issued by Apple Developer.

.p8 file: An authentication token issued by Apple Developer.

1

1-to-N group channel: A type of group channel where three or more members are allowed.

1-to-1 group channel: A type of group channel where only two members are allowed.

A

Access token: An opaque string that identifies the user. It is recommended that every user has their own access token for security.

Access token permission: A feature that prevents users without an access token from logging into a Sendbird application or restricts access to read and write messages.

Active: A status of a ticket that is assigned to an agent and is under interaction between the agent and the customer.

Active channel: The total number of channels where at least one message has been sent. This metric can return both daily and monthly data.

Active status: A status indicating whether an agent's account is activated on Desk of the dashboard. Active statuses include Waiting, Activated, and Deactivated.

Add reaction button: A button that sits on the right end of the emoji reaction box and emoji reaction bar which reveals the full emoji list to add different emoji reactions. To learn more, see documentation.

Adminin Desk: A system role that can access the admin view of the dashboard and has more privileges than non-admin agents by having the authority to manage the overall settings of the dashboard, tickets, and agents. To learn more about Desk admin's authority and differences with non-admin agents, see the guide on Admin's role.

Adminin Dashboard: A system role that can access to all dashboard functions except for deleting organization.

Admin messagein Chat: A system message sent without a sender and, in the case of group channels, without the sender needing to be a member of the channel. Common use cases include general notices to a channel like "Livestream will begin in 1 minute! Your messages may be monitored to ensure a safe, welcoming environment." and auto event messages like "User 1 joined the channel."

Admin messagein Desk: A type of message sent from the Desk server without a specific sender. Admin messages are classified into Notification messages and System messages.

Admin notifications: A feature that allows admins to create and send an internal announcement to other agents on the Sendbird Dashboard. To learn more, see the Admin notifications guide.

Advanced analytics: A feature that provides access to all metrics aggregated from a Sendbird application. These metrics can be monitored and analyzed.

Agent: A system role that can access the agent view of the dashboard and has the authority to handle customer requests and related features such as Proactive chats and Quick replies. To learn more the differences between agent and admin, see the guide on Admin's role.

Agent level: A level of a non-admin live agent which indicates their degree of expertise. The agent can be in either Intermediate or Expert level, the former being the default level given to a newly created agent. To learn more, see the Agent level guide.

Allowed domains: Domains that can be added on Sendbird Dashboard to allow access to a Sendbird application. To learn more, see documentation.

Allowed IPs: IP addresses and ranges that can be added on Sendbird Dashboard to allow access to a Sendbird application. Both currently added and any previously added IPs are granted API access.

Announcement: A feature to send a message to up to 10,000 members in group channels and track the announcement's open rate. Statistics on each announcement can be fetched by Chat Platform API or monitored in the Sendbird Dashboard.

Announcement group: A custom field that is used to sort and categorize announcements.

Announcement ID: A unique ID for the announcements.

Announcement status: The statuses of the announcement, which can be scheduled, canceled, running, stopped, paused, completed, incompleted, or on-hold. To learn more, see documentation.

API key: A key that is used to list, view, create, update or delete Sendbird applications.

API request URL: A URL to request Sendbird server for a resource.

API token: An API token which allows clients to access the functionalities of the Sendbird API. It refers to either the master API token or a secondary API token which is required for Sendbird server to authenticate API requests. To learn more, see documentation.

APNs or Apple Push Notification service: A push notification service for iOS devices. A certificate provided to a customer's Apple Developer account that needs to be registered to Sendbird server in order to have push notifications delivered to iOS devices. To learn more, visit APNs.

App: A collection of all UIKit components needed to implement chat, and only requires the app ID and user ID to be configured.

App IDin Chat: An application ID issued by HMS.

App IDin Calls: A unique ID given to each Sendbird application.

App secret: A secret key issued by HMS.

Application: A Sendbird application is created to perform core functionalities and features for Chat, Calls, and Desk.

Application ID: A unique identifier of a Sendbird application. It is used when initializing Sendbird SDKs and sending API requests to Sendbird server.

Archive: A functionality that hides a channel from a user's channel list. When a channel is archived, it doesn't appear on the list even when the user receives a new message from other members.

Assignee: An agent who is assigned to a ticket by rules, other agents, or Desk Platform API and is expected to handle the ticket.

Assignment: Assignment has two different definitions within Desk: a. A term used to refer to a ticket that has been assigned to an agent or a team. b. A term used to refer to an act of assigning a ticket.

Assignment logs: A feature for agents to view the history of all tickets' assignments. To learn more, see the release notes for Assignment logs.

Assignment rule: A feature to create a rule to automate ticket assignment to a specific team or a bot. To learn more, see the Assignment rules guide.

Assistant bot: A bots API feature that monitors all messages in chat rooms and automatically suggests nearby restaurants or venues related to chat contexts.

Authenticationin Chat: An action to recognize a user's identity in Sendbird server to use features of the SDK.

Authenticationin Desk: An action to verify if a user is from the client app using Sendbird Chat. Authenticated users can access Desk features provided by the Desk SDK. To authenticate a customer, see the documentation for iOS, Android, and JavaScript.

Auto message: An auto-generated admin message that is sent to group channels based on the conditions checked on the dashboard.

Auto ticket routing: A functionality that automatically assigns a new ticket to a live agent with the fewest tickets.

Auto-purchase: A payment system that automatically purchases credits.

Auto-reply: An automatic reply message sent to a customer when the customer sends a message after the agent's working hours.

Auto-translation: A feature that automatically translates text messages to be sent in different languages. Message auto-translation is powered by Google Cloud Translation API recognition engine. To learn more, visit Google Cloud Translation.

Away: A connection status of an agent indicating that they're temporarily unavailable for customer support.

B

Background mode: A functionality to operate a client app in the background such as declining an incoming call.

Background sync: A functionality that automatically stores data fetched from Sendbird server in the local cache.

Ban: A feature that allows an operator in a group channel or an open channel to expel a user from the channel and allow them to enter the channel again after a set time period. An operator can also unban the user before the ban time expires. It is also supported in UIKit.

Billing: A role given to a user in an organization on the dashboard. The role can access and manage the Billing settings.

Bitcode: An Apple technology that recompiles a client app to reduce its size which Sendbird has utilized to offer the SendBirdWebRTC framework for clients to save time in development. To learn more, visit bitcode.

Block: A feature that allows a user to stop receiving messages from blocked users in 1-on-1 group channels and notifications of their messages in 1-on-N group channels.

Bot key: A unique key that can be comprised of letters, numbers, and dashes and used to identify the bot.

Botsin Chat: A special user in the Sendbird system that sends and receives messages autonomously in group channels only. They can also exchange messages with normal users in the channels. The bot interface is designed on the basis of the RESTful principles. To learn more, visit REST.

Botsin Desk: A feature to integrate a third party bot into Sendbird Desk or create an FAQ bot provided by Sendbird Desk. Bots are regarded as an agent and also referred as virtual agents to be distinguished from live agents. To learn more, see the release notes for Introducing Bots.

Bundle ID: An ID that uniquely identifies an application in Apple's ecosystem.

C

Call events: A type of event that occurs in the Calls SDK when making a call, receiving a call, or ending a call.

Call ID: A unique ID given to each direct call.

Call user: A system role that can access all functions in Calls studio.

Callee: A user who receives a direct call.

Caller: A user who initiates a direct call.

CallKit: A type of framework from Apple that displays the system-calling UI for a client app's VoIP service, and coordinates client calling services with other client apps and the system. To learn more, visit CallKit.

Calls credits: A voucher users can purchase credits, which are deducted when making voice and video calls based on pricing policy.

Calls integration to Chat: A feature to integrate Sendbird Calls to Sendbird Chat to allow making calls within a chat channel. This feature can also be turned on the dashboard as an option to send messages that show call events, such as completed, canceled, missed, or connecting calls, in a channel. To learn more about this feature, see the documentation for iOS, Android, and JavaScript.

Calls studio: A dashboard feature dedicated for admins to try Direct call and Group call on the dashboard.

Camera filter: A feature to support applying camera filters for host view by integrating third party SDK services to Sendbird Live SDK. To learn more, see documentation for iOS, Android, and JavaScript.

Canceled: An end result indicating the caller has canceled the call before the callee answers. To learn more about the corresponding end results for Platform API, see documentation.

CSR or Certificate signing request: A certificate signing request file created through Keychain Access on Mac. To learn more, see documentation.

Changelog: A list of significant features and fixes that take place in a client app.

Channel: A term used to refer to various ways through which customers can request support. A few examples include in-app chats from different OS platforms or social media like Facebook and Instagram.

Channel event handler: A type of method that receives and retrieves information about certain events happening in the channels from Sendbird server.

Channel export: A functionality to export data of target channels, which contains channel-related information such as the number of messages or group channel members.

Channel invitation preference: A functionality that gives users the option to accept or decline an invitation to join a private group channel. By default, users can automatically join a private group channel from an invitation without having to accept it.

Channel list: A list of group channels or open channels that the current user is a member or participant of.

Channel list view: A view that shows the complete list of all channels that the current user is a member or participant of. All chat services built with Sendbird UIKit begin from the channel list and flow according to the UIKit logic.

Channel metacounter: A collection of key-value items that contains additional information within a channel. It is used primarily to track and update discrete indicators in a channel and should be used instead of channel metadata when an integer with atomic increasing and decreasing operations is needed.

Channel metadata: A collection of key-value items that contains additional information within a channel.

Channel moderation: A feature that allows channel operators and moderators to manage a channel, a message, and a user. It includes banning a user, muting a user, and freezing a channel. It is also supported in UIKit.

Channel settings: A menu in the UIKit where all members of a channel can edit the name and cover image of a channel, change the notification status, check the number and list of members in the channel, as well as leave the channel. In addition to these functions, a channel operator can also moderate the channel in the settings view.

Channel unread count: The number of unread messages in the channel.

Channel URL: A unique URL given to a channel when it is created.

Channel view: A view of either a group channel or open channel that shows messages sent by members or participants of the channel. Users can also send messages in the message input component of the view.

Chat history: A list of messages that have been created in a channel. Chat history can be retrieved or cleared.

Chat subscription: Subscription plans available for Sendbird Chat.

Chatbot: A special type of user in Sendbird Chat SDK who sends and receives messages autonomously in group channels only. Bots can exchange messages with regular users in group channels. For instance, a helper bot, GIF search bot, or an assistant bot can be built with the bot API. To learn more, see documentation.

Classic open channel: An original open channel that Sendbird provided before the introduction of dynamic partitioning. The Twitch-style public chat allows users to easily join without an invitation and accommodates up to 1,000 participants. Classic open channels have been deprecated as of March 2021.

Closed: A status of a ticket indicating that the support for the ticket is terminated. A ticket can be closed by the customer, admin, agent or with Desk Platform API. Other ticket statuses include Pending, Active, Idle, and In progress.

Closing reminder: A feature that sends a reminder message to customers before idle tickets are automatically closed by the system. To learn more, see the release notes for Send a closing reminder.

Cloud recording: A feature to record media stream of live events or rooms and download the file from Sendbird Dashboard or copy the recorded file to customer's AWS storage. To learn more, see documentation for Live and Group call.

Collection: A handler that holds items that comprise channel or message data.

ColorSet: A class that manages a set of UIColor properties, such as background and main color, used in UIKit.

Completed: An end result indicating the call was ended by either the callee or the caller. To learn more about the corresponding end results for Platform API, see documentation.

Concurrent connections: The number of devices and opened browser tabs that are currently connected to Sendbird server.

Confirmation request message: A type of Rich messages sent when agents ask customers whether to close a ticket before ticket closing.

Connection logs: A record of agents' status change.

Connection status: A set of statuses an agent can have on the dashboard to indicate their availability which includes Online, Offline, and Away.

Core features: Core features are the essential features provided by Sendbird. These features can be accessed in our sample apps or in free trial.

Cover image: A cover image that can be used to represent a channel. An image can be added by specifying an image URL or file.

Credentials: A view that shows a list of API keys and their information.

Critical alert message: A notification message that appears even when iPhone or iPad is in Do Not Disturb mode or silenced. Such messages include notifications with crucial information about weather emergencies or important health alerts from connected devices. To learn more, visit Apple Alert Messages.

CSAT or Customer satisfaction rating: A set of scales used to measure a customer's level of satisfaction from their interaction with agents. A scale ranges from one to five.

Custom bots: A feature to integrate a third-party bot to Sendbird Desk. Clients can customize the usage of the bot. To learn more, see the Bots guide.

Custom channel type: A list of customized settings that can be applied to classify group channels.

Custom fields: A feature for admins to add additional information about a ticket or a customer. Each custom field has a unique field key and should be given one of the four data types: text, integer, link, dropdown. The values of the field can be used as a search filter when searching for tickets or conditions for Assignment rules and Priority rules. To learn more about searching for tickets with custom fields, see the user guide for Ticket search.

Custom item: A key-value custom item that can store additional information to a call in addition to default values in the DirectCall object.

Custom thread handling: A custom thread that allows to keep the main thread running without interruption. To learn more, see documentation.

Custom type: A functionality that allows users to classify and apply customized settings to a group of messages or channels.

Customer: A client app user who can send messages from various channels such as in-app chat or social media to request support.

Customer field: A feature for admins to add additional information about a customer. The combination of Ticket fields and Customer fields is called Custom fields. Each field has a unique field key and should be given one of the four data types: text, integer, link, dropdown. The values of the field can be used as a search filter when searching for tickets or conditions for Assignment rules and Priority rules. To learn more about searching for tickets with custom fields, see the user guide for Ticket search.

D

Daily metrics: The statistics collected by Sendbird's Advanced analytics on a daily basis. Advanced analytics includes nine metrics based on user behavior and are calculated and updated every three hours, starting at 1 a.m. in UTC.

Dashboard: A tool to create applications, add users, and enable various features like moderation, filters, and translation.

Data: An extra data in one or more key-values pairs that can be added to a message or a channel. The Data can be saved, updated, or removed from the message or the channel. Based on those items, several actions can be designed and implemented such as measuring user engagement.

Data export status: The status of data export which can be scheduled, exporting, done, no data, or failed.

Data export: A feature to retrieve message, channel, user, and failed webhook data from the client app and export the results to CSV or JSON formatted files.

Data exports: A feature for admins to export data containing information on ticket, agent, team, and bot performance. Admins can download data and see the export history in the Data exports menu. To learn more about exporting data, see the release notes for Data exports.

Date localization: A functionality, provided by Sendbird UIKit for React, that displays the date and time in the current user's local time zone. They can also be displayed in a language other than English, which is the default language.

DAU or Daily active users: The number of daily active users who connect to Sendbird server from the client app. Multiple devices used with the same user ID are counted as one DAU.

Deactivate: A functionality that denies a user's access to a Sendbird application. By default, user leaves all joined group channels when deactivated.

Deauthentication: A method to deauthenticate a user from Sendbird server which is considered as logging out from the server.

Declined: An end result indicating the callee has declined the call. To learn more about the corresponding end results for Platform API, see documentation.

Default: A system role that can view the list of applications on the dashboard.

Default team: A team created by default and receives new tickets without a team assigned. Agents except for admins and bots are automatically assigned to the Default team when they're activated in Desk for the first time. The Default team has the DEFAULT label placed next to its name and the team can't be deleted. To learn more, see release notes for the Default team.

Delivery receipt: A feature that indicates whether a message has been delivered successfully to all the intended recipients by Sendbird server. It is also supported in UIKit.

Desk admin: A system role that can access Desk and its settings.

Desk agent: A system role that can access assigned tickets only.

Device token: A unique token to identify each device of a user. This is used when sending a push notification to a specific device of the user.

Direct call: A feature that supports 1-to-1 voice and video calls.

Distinct channel: An option you can set when creating a group channel. It determines whether to resume an old channel or to create an entirely new one when someone attempts to open a new channel with a pre-existing member combination. If there is a group channel with those members, the attempt will re-start the existing channel that has their chat history.

Do not disturb: A notification preference feature that allows users to routinely turn off push notifications on the current user's client app according to a specified schedule. The start and end hour of this period can be set for users.

Domain filter: A moderation tool that detects and filters out specified domains. This filter can be applied to user messages, text messages, and file messages.

Dropped: An end result indicating the call couldn't be connected. To learn more about the corresponding end results for Platform API, see documentation.

Dynamic partitioning: An open channel that is designed to host a larger number of users by creating and merging subchannels and evenly allocating participants. This channel can accommodate up to 20,000 participants for shared regions and 60,000 for dedicated regions.

E

Emoji categories: A group of emojis that are divided by category.

Emoji list: A list of all emojis registered within an application. By default, UIKit provides seven emojis and the list can be extended when registered through Chat Platform API.

Emoji reaction bar: A bar of emojis that appears when long pressing a message. A list of five to six emojis appear for user convenience in the chronological order of when each emoji was registered to Sendbird server.

Emoji reaction box: A box of emojis that appears below a text or file message when it contains reaction data. The count of users who have added the emoji reaction to the message is also marked right next to each emoji reaction.

End result: A type of call result indicating reasons when a call has ended. To learn how the end results are shown in the dashboard, see documentation.

Ephemeral message: A type of message that is not saved in Sendbird's database. This means that old messages pushed out by new ones can't be retrieved as they are one-time data.

Exit: An action where a user leaves an open channel. The user can no longer receive any other messages from the channel once they have exited.

Event handler: A method to receive and retrieve information about certain events happening to channels, users, messages, and the client app's connection status. Sendbird Chat SDK provides three types of event handlers for client apps which are channel event handler, user event handler, and connection event handler. To learn more, see the documentation for Android, and Flutter.

Expert: A level of an agent representing agents with higher expertise, which is used when agents at the Intermediate level with lower expertise need to escalate their issues to agents at a higher level. A flag icon is displayed next to agents at the Expert level. To learn more, see the Agent level guide.

Explicit words: A dashboard setting where clients can input specific words to filter using the default list, manually entering words, or uploading a comma-separated TXT file.

Extensions: A type of iOS push notification add-on that includes badge, mutable-content, and content-available. To learn more, see documentation.

F

Fallback message: A message sent when a custom bot doesn't reply due to server issues or timeout.

FAQ bots: A feature to create an FAQ bot and provide up to three question and answer sets to a customer's inquiry. When a customer asks a question, FAQ bots find question and answer sets in the uploaded FAQ file by matching the keyword. To learn more, see the FAQ bots guide.

FAQ file: A CSV file consisting of frequently asked questions and answers that can be uploaded to activate a FAQ bot. To learn more, see the FAQ file section in the FAQ bots guide.

FCM or Firebase Cloud Messaging: A push notification service for Android. A credential provided by FCM that needs to be registered to Sendbird server in order to have push notifications delivered to Android devices. To learn more, visit FCM.

Field key: A unique key used to authenticate a custom field. The key can be comprised of lowercase letters, numbers, and dashes.

File encryption: A feature that allows users in the same channel to share AES256 encrypted files.

File encryption: A functionality to set the permission of admins and agents for the file access in tickets. File encryption is applied to any type of file.

File message: A message containing a file, which can be directly uploaded to the Sendbird server or specified by its URL. The message must be sent by a user and, in the case of group channels, the user must be a member of the channel to be able to send the message.

File sharing: A feature to allow users to share files such as images, audio files, and videos, during a chat during a chat. Custom file types can also be supported.

First response time: A period measured to represent the time taken from a ticket's first assignment to an agent's first response.

FontSet: A class that manages a set of UIFont properties used in UIKit. All fonts used in UIKit are configured under this class.

Freeze: A moderation tool to pause channels and only allow operators to send a message while other users in the channel can't chat. It is also supported in UIKit.

G

GDPR or General Data Protection Regulation requests: A set of APIs that Sendbird provides to protect users' rights to privacy and personal data. To learn more, see documentation.

Global application settings: Default settings that are applied to all channels unless settings for custom channel type are specified.

Global subchannel: A special subchannel within a dynamic partitioning open channel for channel operators which allows them to receive every single message from all subchannels.

Group call: A feature that supports voice and video calls for two or more people in a room.

Group channel: A type of channel that allows close interaction among a limited number of users. The channel can be either private or public. For a private group channel, an invitation from a channel member is required to join, whereas any user can join a public group channel without an invitation.

Group channel collection: A class that is used to build a channel list view. This collection was introduced along with Local caching. To learn more, see documentation for iOS, Android, or JavaScript.

Group key: A unique key of a group. A group is also referred to as a team on the dashboard.

H

Handover message: A message sent when the status of a bot's ticket is changed to Pending or when the ticket is transferred from the bot to other agents.

Header: A customizable UI region that takes place at the top of UIKit views. Depending on the view, the region can display the channel cover image, channel name or a text indicating a member's typing status.

Hide: A functionality that hides a channel from the channel list of either a specific user or entire channel members. A hidden channel will show up in the channel list when a member in the channel sends a new message.

HMS or Huawei Mobile Service: A push notification service for Huawei devices. A credential provided by HCM that needs to be registered to Sendbird server in order to have push notifications delivered to Huawei devices. To learn more, visit HMS.

HOC or Higher-Order Component: An advanced technique in React for reusing component logic. It is a functionality that takes a component and returns a new component. When using this with SendBird() HOC in Sendbird UIKit for React, Sendbird Chat SDK for JavaScript can be implemented in any component under the SendbirdProvider. To learn more, visit React.

Hooks: A JavaScript function that starts with use and is used to receive data directly from the Chat SDK. In UIKit, you can build your own custom hooks to access data needed to execute key functions and build a screen.

Host: A user who runs the live event. Only one user at a time can perform the role during a live event and up to 10 users can be added. To learn more, see documentation for iOS, Android, and JavaScript, and Platform API.

I

IconSet: A class that contains the icons that are used to compose and customize the style of channel list items.

Idle: A status of a ticket set when a customer hasn't responded within a set amount of time. Other ticket statuses include In progress, Active, Idle, and Closed.

Iframe sidebar: A feature to embed a webpage into the Ticket details view by registering its URL, which can be created in Settings > Integrations > Iframe sidebar. To learn more, see the Iframe sidebar guide.

Image moderation: A feature that moderates text and file messages with explicit images or inappropriate image URLs. It uses five categories, which are adult, spoof, medical, violence and racy. It is powered by Google Cloud Vision API. To learn more, visit Google Cloud Vision API.

In progress: A status of a ticket indicating that a ticket is not active but also not closed for reasons. Other ticket statuses include Pending, Active, Idle, and Closed.

In-app chat: A channel that receives messages from in-app chats as tickets. Its sub-channels are iOS, Android, Web, and Others.

Integrations: The use of various external platforms with Sendbird to enhance and extend its functionality. Currently, integrations with Hive, CleverTap, Braze, and Salesforce are available for Sendbird Chat. For Sendbird Desk, integrations with social media platforms such as Facebook, Twitter, Instagram, and WhatsApp are available. To learn more about our integrations, contact our sales team.

Interaction time: A period measured to represent the time taken from a customer's first message to the last message of a customer or an agent.

Intermediate: A level given to a non-admin live agent to indicate their degree of expertise. A live agent can be at either Intermediate or Expert level. Intermediate is the default level given to a newly created agent.

Internal notes: A feature that allows agents to write a note to themselves or other agents within a ticket. Internal notes are only visible to agents and admins. To learn more, see the release notes for Internal notes.

Internal rule: A rule internally set at the development level with Platform API. This term is generally used to compare with Priority rules or Assignment rules.

Interrupted: An end result indicating that the call was ended due to an unknown reason. To learn more about the corresponding end results for Platform API, see documentation.

Invitationin Chat: A request to join a group channel, sent to a user by a member of the group channel.

Invitationin Dashboard: On the dashboard, invitations are sent out to users in order to invite them as active members.

IP whitelist: A list of all the IP ranges and addresses that have access to a specific Sendbird application.

L

Language support: A message auto-translation feature powered by Google Cloud Translation API recognition engine and Microsoft Translator engine. To learn more, visit Google Cloud Translation API and Microsoft Translator.

Last sender: A sender of the last message in a ticket.

Link preview: A functionality to show a preview image of a URL in a message. Link preview messages belong to Rich messages. To implement code for Link previews, see the documentation for iOS, Android, and JavaScript.

Live event: A feature to allow users to livestream. Participants can enter the live event by using live event ID to watch the event and chat. Open channel is used to support chat and custom UIKit is provided. To learn more, see documentation for iOS, Android, JavaScript, and Platform API.

Local caching: A feature that allows Sendbird Chat SDK to locally cache and retrieve group channel and message data. It can reduce refresh time and allow a client app to create a view that can work online as well as offline. To learn more, see documentation for iOS, Android, or JavaScript.

Local view: A setting or view that you can access.

Log level: A log type that is used to categorize and control log outputs.

Logger: A logging system that allows you to keep track of a number of events and activities including data flow, error, and information while an application is running.

Login IP restriction: An IP address or a range of IP addresses that can manage login access on the dashboard.

M

Master API token: A token generated when a new Sendbird application is created. It can be used to generate a secondary API token, revoke a secondary API token, or retrieve a list of secondary API tokens. It allows access to the functionalities of Sendbird products. The master API token can't be revoked or changed.

MAU or Monthly active users: The number of monthly active users who connect to Sendbird server from the client app. Multiple devices used with the same user ID are counted as one MAU.

Media device: A media device refers to microphone, speakers, or camera on the device which is used during the call.

Media stream: A media stream refers to multimedia such as audio or video delivered from Sendbird server to a client app using the Calls SDK.

Member: A type of user who joined a group channel with or without an invitation.

Member list: A view in UIKit where it displays a list of members in a group channel. There are four different types of member lists: channel members list, operators list, muted members list, banned members list.

Mention: A functionality that allows a user to call the attention of other users in a group channel or an open channel. The user can mention up to ten other users by including user IDs in a message.

Message: A text or file object sent by a user or an admin in a channel. There are three types of messages: text message, file message, and admin message. Text message and file message are sent by users in a channel, while an admin message is sent only by an admin through Chat Platform API or Sendbird Dashboard.

Message collection: A class that is used to build a chat view. This collection was introduced along with Local caching. To learn more, see documentation for iOS, Android, or JavaScript.

Message export: A functionality that exports all messages and related information including text, file, and admin messages regardless of user activities in channels.

Message ID: An unique ID of the message to be the reference point of a query.

Message input field: A customizable UI region in a channel view which enables users to either send a text message or send a file message by importing a file, image, or video stored on their devices.

Message list: A customizable UI region in a channel view where ten different types of messages can be displayed. Based on how messages are grouped in UI, the region can show a list of messages sent by each user in a channel and the time those messages were sent. To learn more, see documentation.

Message reaction: A feature that allows users to react with an emoji expression to specific messages.

Message search: A feature that retrieves a list of messages that contain a search query from group channels joined by a specific user. It is also supported in UIKit.

Message thread: A collection of messages grouped together, consisting of a parent message and its replies.

Message threading: A feature that allows users to add replies to a message. It is also supported in UIKit. To learn more, see documentation.

Metacounter: A numeric JSON object that stores key-value items in a channel resource.

Metadata: A JSON object that stores key-value items in a channel or a user resource.

Migration: A functionality that allows the migration of messages in another chat solution or system into the Sendbird system's channel.

Missed: An end result indicating the callee has not answered the call. To learn more about the corresponding end results for Platform API, see documentation.

Missed tickets: A view that shows a list of tickets that were closed without an agent's response. To learn more, see the release notes for Missed tickets.

Moderator: Assigned operators of each channel to moderate participants or members with abnormal activities by banning or muting them in the channel. It is also supported in UIKit.

Monthly metrics: Sendbird's Advanced analytics can be retrieved on a monthly basis. It includes nine metrics based on user behavior and are calculated after the last day of each month.

Multi-device support: A special push notification support service for Android devices. If implemented, notifications are delivered to all online and offline devices of a multi-device user. However, through our Chat SDK for Android, push notifications are displayed only on offline devices, while ignored by online devices. As a result, client apps are able to display push notifications on all offline devices, regardless of whether one or more are online.

Multipart request: A type of request used when the request contains a file.

Mute: A moderation tool that allows channel operators to prevent specific users from sending any messages to a channel until unmuted. Muted users remain in the channel and are allowed to view the messages, but can't send any messages. It is also supported in UIKit.

N

Native module: A set of JavaScript functions that are implemented natively for each platform such as Android and iOS. In order to access these native APIs in your React Native application, you need to use a native module.

Nickname: The name that a user can customize in the user information settings while being identified by their own user ID.

No results message: A message sent by an FAQ bot when there isn't a question and answer that corresponds to a customer's request.

Notification message: An admin message displayed to both customers and agents, such as welcome messages or delay messages.

O

Offline: A connection status of an agent indicating that they aren't connected to the dashboard. Other agent statuses include Online and Away.

OG image: An image contained in an OG metadata object. To learn more, visit OG metadata.

On-demand translation: A feature to translate an already sent text message into other languages for your specific needs.

Online: A connection status of an agent indicating that they're connected to the dashboard. Other agent statuses include Offline and Away.

Open channel: A type of channel that allows massive number of users to easily join without an invitation. This channel is a Twitch-style public chat supported by the dynamic partitioning system, where channels are designed to accommodate from 2,000 to 60,000 participants.

Open graph: An URL link preview that can be created when a message text contains the URL of a web page. An OG object will contain a title, URL, description, and default image. To learn more, visit Open Graph.

Open rate: The proportion of how many users read the announcement out of the total number of valid target users. Open rate is tracked and updated for 30 days after an announcement starts.

Operator: A user designated to moderate participants or members with abnormal activities. An operator is authorized to ban and mute users as well as freeze channels. It is also supported in UIKit.

Organization: An organization is a company that owns the Sendbird Dashboard account and can have up to 1,000 applications.

Organization API: Organization API is used to list view, create, and manage Sendbird applications.

Overlay mode: A UI style supported on Sendbird UIKit open channel which allows you to put a semi-transparent upper layer on top of the channel background. It is useful in cases where the background needs to be shown through.

Owner: A system role that has full access to dashboard including the deletion of organization. The owner can assign users to certain system roles.

P

Page token: A token that is used to return results in small and continuous chunks.

Parent message: A message that has a thread of replies.

Participantin Chat: A type of user who joined an open channel without an invitation.

Participantin Calls: A participant is created when a Sendbird Calls user enters a room for Group call from a device or a browser tab. Entering from each device or browser tab will create a new participant. Participants can be invited to a room with their user ID and notified on their devices.

Participantin Live: A type of user who can enter, watch, and chat in a live event.

Participant ID: A unique ID given to each user who enters a room from a device or a browser tab.

Participant list: The complete list of users who are participating in an open channel.

Peak concurrent connections: The highest number of active connections to Sendbird server through all devices and opened browser tabs of users. Each device and each opened tabs are counted as a concurrent connection.

Peak concurrent users: The highest number of active connections from all devices and each opened tabs to a call.

Pending: A status of a ticket that has no assignee yet. This can be the first status of a new ticket. Other ticket statuses include In progress, Active, Idle, and Closed.

Pending message: A message that hasn't been sent or hasn't been resolved as a success or a failure.

Persistent message: A type of message that is stored permanently in the Sendbird database by default.

Plan-based limits: Rate limits that vary depending on the number of monthly active users (MAU) of the application according to the Sendbird plan or on the server operation status. To learn more, see documentation.

Polls: A feature that allows group channel members and channel operators to create and send a poll attached to text messages. This feature provides an easier way to gather feedback from the members of a channel. To learn more, see documentation for iOS, Android, JavaScript, Flutter, and Platform API.

Poll options: Different choices or answers that are provided in a poll for members to select from. The maximum number of options that can be added to a poll differs depending on your Sendbird plan. To learn more, see documentation for iOS, Android, JavaScript, Flutter, and Platform API.

Platform API: A set of RESTful APIs to create, retrieve, update, or delete data associated with customer support activities in Sendbird Calls. Clients can utilize Platform APIs to develop their client apps.

Preferred name: A name chosen by a member to be displayed.

Premium features: Premium features for Sendbird are included in paid subscription plans and varies depending on the chosen plan.

Priority: A level indicating the urgency of a ticket. A ticket can have one of the four priorities: Low, Medium, High, or Urgent. Medium is the default priority of a ticket that isn't subject to Priority rules.

Priority rules: A feature to automatically set the priority of a ticket. Tickets that match the conditions of a rule can have one of the four priorities: Low, Medium, High, or Urgent. To learn more, see the Priority rules guide.

Private group channel: A type of group channel where only users who are invited by a member of the channel can join.

Proactive chats: A feature to allow agents to start a conversation with customers from all channels except for social media. Different agents can also send a follow-up message upon the first proactive chat. Once a customer replies to the chat, a ticket's status changes to Active from Proactive. To learn more, see the Proactive chats guide.

Products: Sendbird provides five products: Chat, Calls, Desk, Live, and UIKit.

Profanity filter: A moderation tool that configures which specific words or patterns to be detected in text and file messages and determines how to display them. Filters can be applied to either all channels or only to a certain Custom channel type depending on the settings.

Profanity-triggered moderation: A functionality that moderates the users who are sending profanity words to a channel. The level of moderation can also be adjusted by configuring the number of violation limit, the time window for counting violations, and the type of moderation penalty.

Public group channel: A type of group channel where users can freely join without an invitation.

Push configuration: An application's registered push notification settings.

Push notification content template: A pre-formatted form that can be customized to display your own push notification messages on a user's device. There are two types: Default and Alternative.

Push notification payload: A Sendbird object sent with a Push notification message which contains information related to a channel and a user.

Push notification tester: A tool to send a test message to a device whose notification credential is registered to the Sendbird Dashboard. To learn more, see documentation for iOS or Android.

Push notifications: A type of notification sent to your users' devices when an application is in the background.

Push preferences: A user's push notification preferences about whether the user has set Do not disturb to pause notifications for a certain period of time.

PushKit: A type of framework from Apple that responds to push notifications related to a client app's complications, file providers, and VoIP services.

Q

Question selected message: A system message displayed only to agents when a customer selects a question among question and answer sets sent by an FAQ bot.

Quick replies: A feature for agents to set repeated replies, or information as a template in advance. To learn more, see the Quick replies guide.

Quickstart app: An app embedded with core features of Sendbird Calls SDK. A client app can be built upon a sample app. Sendbird Calls uses 'quickstart app' to refer to 'sample app' in Chat.

Quota: A monthly limit of monthly active users and peak concurrent connections for an application.

Quote reply: A type of message threading where replies are shown in the same channel view as other messages.

Quoted message: A message that has a reply in quote reply type of message threading.

R

Rate limits: A limit that is imposed on requests by Sendbird applications. Rate limits vary depending on the number of monthly active users (MAU) of the application or the server operation status. To learn more, see the documentation for iOS, Android, JavaScript, or Flutter.

React Context API: An API used to easily pass down data through components which is an alternative to a typical React application where data is passed top-down via props. To learn more, visit React Context API.

Reactions: A feature in group channels which allows users to react to messages in a non-verbal manner using emojis. It is also supported in UIKit.

Read receipt: A feature that allows users to know whether their messages have been read by other members in the channel. It is also supported in UIKit.

Real-time event sync: A functionality that listens for real-time events received through the WebSocket connection.

Received tickets: Total number of tickets that were once assigned to a team or an agent. Even if the same ticket is assigned to the same team or agent multiple times, it is counted as one received ticket.

Regex: A dashboard setting where clients can specify which regular expression patterns to apply. They must manually add one regex per line or upload a TXT file. The file is readable only when each regex is separated by a line.

Registration token: An app-specific token issued by the client app. Sendbird server needs this token to send notification requests on behalf of the client's server.

Related channel: A feature to add up to three group channels that are related to the ticket and customer. Agents can refer to chats of related channels during the conversation. The term 'related chats' is used on the Sendbird Dashboard while 'related channels' is used on Desk SDKs. To learn more, see the Related chats guide.

Remote notifications: A way of informing users in a form of banner style alerts to user's devices which minimizes interfering when running apps on iOS, supported by APNs.

Remote view: A setting or view that the other party can access.

Reopen: A functionality to reopen a closed ticket and resume the chat with a customer.

Reply: A message that is sent in response to a parent message.

Report: A feature that allows users and operators to moderate and prohibit offensive and abusive messages, users, or channels in Chat SDK or through Chat Platform API.

Request ID: A unique ID given to each data export request. Each ID contains information on the export's date range, format, type, created date and time, and the expiration date and time.

Resolution time: A period measured to represent the time taken from ticket creation to ticket closing.

Rich message: A group of user messages that have additional implementation processes: URL preview, confirmation request for ticket closing, and feedback request messages. Their custom message type is specified as SENDBIRD_DESK_RICH_MESSAGE and the type of the message is determined in the message.data.

Role: A role given to a user in an organization to have specific access to dashboard.

Room: A feature to allow users to create a space for Group call where multiple users can participate in group calls.

Room ID: A unique ID given to each room. Users can use the room ID to enter the room.

Room type: An option to choose a type of a room. Audio only or video rooms are available in small or large size depending on the maximum number of participants it can hold.

Room state: A status indicating availability of a room for group calls. Statuses of a room include Open or Deleted. Deleted rooms can't be reopened.

RTMP support: A feature to stream live events using external stream sources such as professional cameras or RTMP providers such as OBS studio. To learn more, see documentation for iOS, Android, and JavaScript.

S

SAML configuration: Configuration for single sign-on to access Sendbird Dashboard through an identity provider.

Sample app: An application embedded with core features of Sendbird Chat SDK. A client app can be built upon a sample app.

Schedule: A dashboard setting to set the time zone, starting date and time, ending date and time, as well as a period for Do not disturb option regarding announcements.

Scheduled messages: A feature that allows users to send pre-written messages that are set to be sent at a specific time and date in the future. Scheduling a message can be useful when an important message must be sent at a later time. To learn more, see documentation for iOS, Android, JavaScript, Flutter, and Platform API.

SDK: A set of software development kit that allows clients to initialize, configure, and build the customer support-related functionalities into their apps for iOS, Android, and JavaScript.

Secondary API token: An API token generated by the master API token. It allows access to Chat API functionalities. The maximum number of secondary API tokens that can be managed is ten.

Segments: Message and channel related data that have been divided and grouped by channel type, custom channel type, and custom message type. Segmentation helps narrow the result scope and offers a closer look at user behavior in each data type.

Sendbird application: A tool that comprises everything required in a chat service such as users, messages, and channels. Only one Sendbird application can be integrated per app for service, regardless of platform. All users within their Sendbird application can communicate with each other, across all platforms.

Sendbird ID: A unique Id of a user which as a corresponding identical user ID in Sendbird Chat. When customers request support from social media, they are given an automatically generated Sendbird ID according to internal rules because they aren't identified with the existing user ID in Sendbird Chat.

Sender ID: A unique ID of the sender included in the FCM and HMS message payload.

Server key: An authentication key that is granted by FCM for push notifications.

Session token: An encrypted, unique string that identifies the specific session instance. It is used for stateless authentication and works as a temporary credential to a system. To learn more, see documentation.

Share screen: A feature which allows the caller and callee to share screens with each other.

Sidebar: A bar that appears on the right side of an open channel that contains channel information, channel moderation capability, a list of participants, banned participants, and muted participants.

Single sign-on: An authentication method that allows a user to log in with a single ID and password.

Smart throttling: A feature to customize the number of messages displayed in a group channel or an open channel per second. By doing so, you can adjust the pace of the conversation in a chat so that the user can read the messages more clearly.

Snooze: A functionality that allows users to suspend notifications for a set a period.

Spam flood protection: A feature to customize the number of messages a user can send in a group channel or an open channel per second. By doing so, all excess messages from a user will be deleted and only the number of messages allowed to be sent by a user per second will be delivered. This feature keeps some users from spamming others in the channel with the same repetitive messages.

SSL certificate: A certificate that is required to establish a TLS session with APNs for sending a push notification request. There are two types, production and development, to choose from depending on the server service that Sendbird server needs to send the request to.

StringSet: A class that contains the common strings that are used to compose and customize the style of channel list items.

STUN or Session Traversal Utilities for NAT: A type of protocol Sendbird Calls uses along with TURN to support establishing a connection between users when connectivity issues occur. Issues may occur due to network policies that won't allow WebRTC communications through Firewalls and NATs, Network Address Translators.

StyleSet: A list of styles provided by UIKit which can be used to customize the style of channel list items.

Subchannel: A mini channel that is created within a dynamic partitioning open channel. Dynamic partitioning offers two types of subchannels, which include Single and Multiple. An open channel of the Single subchannel type is allowed to have only one single subchannel while an open channel of the Multiple subchannel type can create several subchannels depending on the number of participants joining the open channel.

Subchannel type: A dashboard setting where clients determine whether to have a single subchannel or multiple subchannels within a dynamic partitioning open channel. To learn more, see documentation.

Supergroup channel: An expanded version of a group channel, which can accommodate more than 2,000 members while serving the same functionalities as a group channel. The maximum number of channel members can stretch up to 20,000 depending on the Sendbird plan.

SyncManager: A Sendbird Chat SDK add-on for chat data synchronization that enables the data caching of group channels and messages in a client app.

System message: An admin message displayed only to agents in the Ticket details view when a ticket has some changes, such as changes in ticket status and its assignee. To learn more, see the System messages guide.

System role: A role given to a user by the organization. System roles set by the system can't be modified.

T

Tags: A feature to label and organize tickets. Tags also can be used as a filter to search for tickets and admins can archive tags currently not in use. To learn more, see the Tags guide.

Target: A dashboard setting to choose which channels to send the announcements to. Option choices are sender's all channels, target channels, channels with target users and other members, and channels with target users only.

Target users: The users who match with all target options and exist in our server.

Team key: A unique key of a team used for team assignment. The key can be comprised of lowercase letters, underscores, hyphens, or numbers. Only the Default team doesn't have a team key.

Team: A feature to group agents or tickets. The team of a ticket and the team of the assignee isn't always the same. When a ticket is transferred to an agent in a different team, the assignee of the ticket changes but the assigned team remains unchanged. To learn more, see the Team assignment guide.

Text localization: A functionality, provided by Sendbird UIKit for React, that displays text in a language other than English which is the default language.

Theme: Style that is applied to the entire app where components, such as color and font, can be customized with little effort. Sendbird UIKit provides two themes, Light and Dark.

Thumbnail: A feature that displays the preview of an image sent in a group channel and an open channel.

Ticket: A unit of a customer's inquiry, where a customer and an agent can have a conversation with each other.

Ticket details view: A view where agents can see the ticket information, chat view, and ticket list.

Ticket fields: A feature for admins to store additional information of a ticket. The combination of Ticket fields and Customer fields is called Custom fields. Each field has a unique field key and should be given one of the four data types: text, integer, link, dropdown. The values of the field can be used as a search filter when searching for tickets or conditions for assignment and priority rules. To learn more about searching for tickets with custom fields, see the Ticket search guide.

Ticket status: A status indicating the support progress of a ticket. A ticket can have one of the five statuses: Pending, Active, In progress, Idle, and Closed.

Ticket transfer: A functionality to transfer one or more tickets to a team or an agent. When the Bulk ticket transfer option is turned on, tickets of a specific agent can be transferred to a team at once when an agent's status changes to Away or Offline, or when an agent is deactivated or deleted. To learn more, see the Bulk ticket transfer article.

Time dimension: A time metric that specifies time range for the Advanced analytics metrics.

Timed out: An end result indicating that the call didn't establish due to network timeout. To learn more about the corresponding end results for Platform API, see documentation.

Total unread mention count: The total number of unread messages that the user has been mentioned in all joined group channels.

Total unread message count: The total number of unread messages in all group channels joined by the user. It is also supported in UIKit.

TURN or Traversal Using Relays around NAT: A type of protocol Sendbird Calls uses along with STUN to support establishing a connection between users when connectivity issues occur. Issues may occur due to network policies that won't allow WebRTC communications through Firewalls and NATs, Network Address Translators.

Typing indicator: A feature that allows users to visually know if another member in a group channel is typing a message. It is also supported in UIKit.

U

Unban: A feature in a channel that allows an operator to bring back a user who has been expelled from the channel after the set time period has passed. It is also supported in UIKit.

Unblock: A feature that allows a user to receive messages again from blocked users in 1-to-1 group channels and notifications of their messages in 1-to-N group channels.

Unfreeze: A moderation tool to unpause channels and allow members and participants of a channel to chat again. It is also supported in UIKit.

Unmute: A feature that allows operators to let specific users send messages to their channel again. It is also supported in UIKit.

Unread counts: A total number of a user's unread messages, unread mentioned messages, or received invitations in either group channels or supergroup channels. It is also supported in UIKit. This is synonymous to unread items.

Unread items: A total number of a user's unread messages, unread mentioned messages, or received invitations in either group channels or supergroup channels. It is also supported in UIKit. This is synonymous to unread counts.

Unread mention counts: The number of messages in which a specific user has been mentioned but has not read within the channel.

Unread message counts: A feature that informs users the number of messages they haven't read in each channel. It is also supported in UIKit.

URL encoding: A process that should be used when sending requests over HTTP. URLs are encoded into a browser-readable format by replacing unsafe non-ASCII characters with a % followed by hex digits.

User: Those who can chat with each other by participating in open channels and joining group channels.

User export: A functionality that exports data of users who were created within a specified time period.

User ID: A unique ID allocated to a user within a Sendbird application to be distinguished from others.

User list: A view, which appears when creating a channel in UIKit and displays a complete list of all users that can be added. If no users are selected, all users using the client's chat service are displayed in the user list by default.

User message: A message containing a string of text. The message must be sent by a user and, in the case of group channels, the user must be a member of the channel to be able to send the message.

User metadata: Additional information stored in users such as phone number, email or a long description of a user. This data can be fetched or rendered into the UI. A user metadata is a Dictionary and it can be stored into a User object.

User profile: A user's nickname and profile image with a URL.

V

Video call: A type of call with video. During the call, users can turn off the camera to switch to a voice call.

View: A representation of user interface on a screen.

Viewpoint: A timestamp option that sets the starting point of the current user's view.

Virtual agent: An agent indicating bots, which is used when comparing to Live agents.

Voice call: A type of call with audio. During the call, users can turn on the camera to switch to a video call.

VoIP or Voice over Internet Protocol: A technology used to make voice calls over internet protocol.

VoIP call: A type of call established based on Voice over Internet Protocol, using a broadband internet connection.

VoIP notifications: A type of push notifications that are sent by registering an APNs certificate. It is only supported in iOS.

W

Webhook for Bots: A webhook that delivers information on all events related to a custom bot that occur within the application.

WebRTC or Web Real-Time Communication: An open-source project which Sendbird Calls is based on to support real-time calls between users with P2P connections.

Working hours: An option to set the working schedule of agents, except for bots and admins. This can be set by application.