User.com Glossary

A/B Testing - a method where you send two (or more) different versions of a message (email, push, or SMS) to parts of your audience to see which version performs best.

Access Level - a role or permission set that determines which parts of the application a user (team member) can see and act upon.

Attribute - a characteristic of an object (such as a user, company, product, deal, ticket, event, etc.) that is stored in its profile. It represents a data field that holds a value used to describe or segment that object.

Automation - a predefined workflow (flow) made of connected modules (triggers, conditions, actions) on the basis of the user story written in advance, that automatically responds to user behavior or system events.

Automation Logs - records of every execution of an automation flow showing which modules ran, when they ran, and for which contacts. These logs help you monitor, debug, and audit your automations. Logs are available for 30 days only.

Calculated Attributes - a tool that gathers and calculates numerical data across the platform. The module allows you to generate metrics such as counts, sums, averages, or medians, based on events, attributes, or deals, providing a way to consolidate and analyze data for reporting, segmentation, or triggering further actions.

Chat Widget - an interactive chat interface embedded in your website that enables real-time conversation between visitors (or users) and your support or sales team, or can be driven by a chatbot.

Company - an organizational object used to group one or more individual contacts under a shared business account.

Contact - an individual represented in the system (visitor, lead, subscriber, or customer).

Contact List - a static grouping of contacts defined by rules, imports, or manual additions. Unlike a segment (which updates automatically), a contact list requires explicit rules for adding and removing contacts. Lists are often used to determine campaign recipients, and may be public (contacts can subscribe/unsubscribe themselves) or private (only used internally).

Contact Profile - the central record for an individual contact that compiles all their data, history, and interactions. It contains attributes, tags/lists/segments, events, deals, companies, tickets, and other connected objects - providing a complete, unified view of that contact’s relationship with your business

Conversation - a message thread between a user and your team (or bot) via chat or other channels. It appears in the Inbox and includes all exchanged messages, status (open, closed, snoozed, etc.), and assignment to agents or groups.

Conversations - the central interface where your team views and manages all conversations with contacts (from chat, email, API, mobile, etc.).

Coupons - an individual discount code tied to a specific promotion. It can be imported into the system, assigned to users (for example via automation), and rendered to them via email, pop-ups or other channels.

Creator - the person listed as the author or maintainer of a given piece of content.

CSV Import - the process of uploading data (e.g. contacts, deals, events, activities, etc.) in bulk via a CSV (comma-separated values) file. The system reads each row and maps columns to attributes or fields in the platform.

Custom Email Domain - your own domain connected to the platform so that all emails are sent directly from your brand’s address. Setting it up helps build trust with recipients, improves deliverability, and makes your campaigns look fully branded instead of coming from a shared system domain.

Custom Knowledge Base Domain - hosting your help center (Knowledge Base) on a domain or subdomain you own (e.g. docs.yourcompany.com) instead of the default User.com URL.

Custom SMTP Settings - your own email sending server (instead of using User.com’s one) so that all campaigns or messages are sent through your own infrastructure.

Custom Widgets - a module, that includes a reusable snippet of HTML code that can be deployed (for example via an automation) to dynamically modify parts of your website for specific users - such as replacing or injecting content based on user attributes or behavior.

Customer Service - a module of User.com, which includes the tools for everyday tasks of the Customer Support team (e.g. Conversations, Support Tickets, Knowledge Base, etc).

Dashboard - a customizable panel where you can display key metrics and statistics drawn from your CRM, marketing, support, or other modules, allowing you to monitor important data at a glance.

Deal - a record on a pipeline representing a sales opportunity or transaction in progress. It tracks key deal-level data (such as stage, expected close date, value, status) and links to related objects (user, company, products, activities).

Deduplication - the process of identifying and merging duplicate contacts records so that each person appears only once in your database.

Dynamic Content - a dynamic placeholder that lets you automatically pull personalized information (like details from contacts, companies or events) directly into your messages, automations, or website content. It ensures that each person sees content tailored specifically to them.

Email Campaign - a marketing or communication activity that consists of an email message (with content, sender details, and optional UTM tags) delivered to selected recipients. Campaigns can be sent immediately, scheduled for later, or set up as automated flows.

Event - a custom record of an action or occurrence performed by a contact (e.g. “search button click,” “contact form submit,” “purchase”). Events are tied to specific contacts (and show up on their timelines), may include additional attributes (e.g. price, discount code, delivery option), and are timestamped enabling filtering, automation triggers, segmentation, and analytics.

Filters - conditions you use to narrow down objects (e.g. contacts, deals, tasks, etc) based on attributes, events, or other criteria. They let you extract subsets - e.g. contacts from a specific city, deals in a certain stage, or contacts who performed a specific event.

Geofencing - a location-based feature used in the mobile wallet environment: you define a geographic boundary (a “fence”) around a physical place, and when a contact with the wallet card enters or exits that area, you can trigger wallet notifications or updates automatically.

Global Variable - a reusable value you set once and can use everywhere in the system in your content or automations. Instead of changing the same text or number in many places, you update the global variable once, and the new value automatically shows up wherever it’s used.

In-App Message - a notification or prompt displayed within your mobile application (while the user is actively using it).

IMAP Connection - a connection that links your email inbox (e.g. Gmail, Outlook) to the platform so you can view and manage incoming emails inside User.com.

Knowledge Base - a centralized module where you publish, organize, and present articles for both your contacts. It’s tightly integrated with chat, enabling users to quickly send relevant articles during conversations.

Landing Page - a standalone web page built with a visual editor (or template) designed to capture visitor information (like name, email, etc.) through forms. Landing pages automatically integrate with User.com’s system: form submissions create or update contact/ company data, trigger events (e.g. landing_page_conversion), and can launch automations.

Loyalty Program - a module that includes tools like wallet cards, points&rewards and coupons.

Media Library - a full media storage with all used files.

Meetings - a section of the app (enabled by calendar integrations with Google Calendar or Outlook) that provides a unified display of meetings booked by contacts. It shows meetings scheduled (using the “schedule a meeting” link) and syncs them into the contact’s profile and the CRM, helping teams see upcoming calls and appointments within the User.com interface.

Mobile SDK - a toolkit you integrate into your mobile app (iOS, Android, or Flutter) that lets the app communicate with the User.com platform.

Mobile Wallet - an application integrated into the smartphone(e.g. Apple Wallet, Google Wallet). Natively present on the devices, it offers a direct communication and engagement channel between the brand and the customers, thanks to a pre-installed and widely adopted app.

Note - is an internal comment or annotation added to a contact, company, or deal. It’s not viewable by contacts - only by your team and is used to record context, reminders, or private observations. It allows users mentions.

Notifications - alerts sent to team members when certain events happen in the application based on their settings. Users can opt to receive notifications via desktop, mobile push, or email.

Plan & Payments - the area of the workspace, where you manage your subscription, billing, payment methods, and invoices.

Pipeline - a visual framework in the CRM that maps out the stages a deal moves through from start to finish. Each deal must belong to a specific pipeline and be assigned to one of its stages (e.g. “New,” “Proposal,” “Closed Won/Lost”).

Points & Rewards - a loyalty system that lets you create and run campaigns where users earn points for specific actions (such as purchases, referrals, logins, or form submissions)

Product - an object representing an item from your feed. It stores details as attributes (e.g. price, image, product url) and connects with product events (e.g. view, add to cart, purchase). This makes it possible to monitor contact activity around products and use that data for targeting, personalization, and automation.

Product Event - a specialized type of event tied to a particular product. It records contact interactions with products (such as view, add to cart, purchase) and updates the corresponding product’s profile with the latest values of its attributes.

Product Feed - is a file ( in XML format) that contains comprehensive information about all your products. When connected to your User.com account, this feed is used to automatically create or update products and their attributes.

Product Recommendations - personalized suggestions of items shown to contacts (on the website, in emails, or via push notifications) based on their behavior and purchase history. These recommendations rely on data from your product feed and tracked product events to determine which products are most relevant to each person.

Push Notification - is a message sent to a contact’s device that appears even when they are not actively using the app.

Ready-made Automation -a pre-built automation flow you can use as a starting point. It contains a set of triggers, conditions, and actions configured for a common use case.

REST API - a web interface, that lets external systems or custom code programmatically access and manipulate data and functions within your User.com workspace.

Revenue Event - a specific event you designate as the conversion point for measuring campaign revenue. Once configured, the system sums a numeric attribute (e.g. price) of each revenue event and attributes it to the closest prior campaign interaction (within a defined time window) to calculate the revenue generated by that campaign.

Sales - the module that lets you manage sales processes, customer data, interactions, and deals - all in one place. It serves as the bridge between marketing efforts and your sales team, helping you turn leads into customers and track the entire sales lifecycle.

Screen Activity - tracked events that log when a contact views or navigates between screens in a mobile app.

Segment - a dynamic group of objects (e.g. contacts, companies, deals, products, etc.) defined by a set of criteria (attributes, events, tags, etc.). The system automatically updates the segment over time by adding or removing objects as they meet or no longer satisfy the conditions.

SMS - a text message sent via the SMS channel as part of campaign.

Studio - the module of the application, that includes the elements of email campaign creation process (e.g. templates, media library and dynamic content).

Support Tickets - the support case management module used to track, organize, and resolve customer issues or requests. A Ticket contains its own attributes, conversation history (public and internal replies), and linkage to contacts and companies, providing a centralized way to manage support across channels.

Tag - a custom label you can apply to contacts, companies, deals, tickets, etc., in order to categorize, segment, or mark them for specific processes. You can add or remove tags manually, via automations, or through imports.

Task - a task for a user recorded within User.com that documents an interaction or planned action with a contact, company, or deal. Tasks help you organize, track, and follow up on all points of engagement across your sales, support, and onboarding workflows.

Timeline - a chronological log shown on an object's profile that records all the interactions - such as page visits, emails sent, deals created, events, notes, etc.

Timeout - a defined duration (in seconds or minutes) used within modules (such as “Contact Responded” or “Incoming Message”) to specify how long the system should wait/check.

Tracked redirect links - a module lets you forward a contact (via browser) to another URL, while simultaneously creating an event and associating the contact with your system (through cookie / authorization) so their activity is tracked.

Trigger - the starting point in an automation flow, that “fires” the automation. When the trigger’s criteria are met (e.g. a contact visits a page), the automation begins.

User - a team member who interacts with the User.com application.

User Group - collection of users (team members) organized to manage access permissions and streamline task distribution.

User Settings - configuration options for individual users (team members) that define their personal profile.

Wallet Card - a digital card that can be delivered to and stored in a contact’s mobile wallet (e.g. Apple Wallet or Google Wallet). It allows contacts to access offers or loyalty details right from their smartphone’s native wallet app.

Wallet Notification - is a push message sent to the person’s mobile wallet (e.g. Apple Wallet or Google Wallet) that reminds or alerts them about changes or relevant events tied to their wallet card.

Web Push Campaign - a marketing message (notification) delivered through contact’s web browsers (desktops or mobile) to those who have subscribed, even if they’re not currently on your site.

Web Push Prompt - the initial pop-up shown to website visitors asking them to allow or deny receiving web push notifications. This prompt is the first step in enabling web push campaigns - only visitors who give permission via the prompt can later receive web push notifications.

Website Events Tracker - a module that captures dynamic data from a website (e.g. content of form fields or text inputs) and then saves that data either as a contact attribute, an event, or both.

Website Experience - a module that includes different tools for o-site communication with visitors (e.g. pop-ups, forms, landing pages).

WhatsApp Campaign - a campaign sent to contacts via WhatsApp using pre-approved templates. It can be one-time (single) or automated.

Workflow - the series of connected automation modules that define how the system should respond automatically to contact behavior or system events.

Workspace - your dedicated account environment at User.com.

Workspace Settings - the configuration options for your workspace, that let you define global behaviors, permissions, and default views to features, and app-wide preferences.