Skip to main content

Glossary

The vocabulary the rest of these docs use. Each term links to where it's covered in depth.

AgentView​

The server-owned, per-agent state — calls, presence, SMS, conferences, wrap-up, and feature config. Your UI is a pure function of it (UI = f(AgentView)). You render it; you never assemble it. See State & events.

Snapshot​

The full AgentView the server sends once, when the control stream opens. Everything after it is a patch. See the stream.

Patch​

One entity-level delta folded into AgentView (a oneof of ten — callUpsert, wrapUp, smsUpsert, …). Upserts replace by id; removes carry just the key. See the patch types.

Intent​

A typed command you send (placeCall, mute, transfer, sendSms, …). The server reduces it and the result comes back as a patch — you never mutate state directly. See the Intents reference.

StateCache​

The SDK's in-memory mirror that applies the snapshot and folds each patch, then notifies your subscriber with the current AgentView. One lives in each SDK.

seq​

A monotonic sequence number on every state update. A gap means a patch was missed and the view is stale — resubscribe for a fresh snapshot.

Control plane / media plane​

Control is gRPC(-web) — the state stream and your intents. Media is WebRTC — the call audio, negotiated separately. They travel independently; see the intro.

Control-only​

Running the client without a media leg (mediaFactory: null in TS, the synthetic leg in Go) — for dashboards, SMS, presence, and back-end automation. See Control only.

Register​

The client action (register() in TS, Register(...) in Go) that announces the agent as reachable and loads its deployment data — presence options, caller-ID numbers, phonebook, feature config. It also marks the agent WebRTC-reachable on the backend, so a control-only client that takes calls pairs it with setWebrtc(false) + an agent number. See Session & identity.

display-as​

The outbound caller ID the consumer sees on a call the agent places. Chosen from agent.availableNumbers via setDisplayAs. See Session & identity.

Agent number​

The agent's external phone. When the in-browser WebRTC phone is off, the backend bridges the call to this number instead. Set with setAgentNumber; see where calls ring.

Presence​

The agent's availability, surfaced as three facets: presence is the coarse, server-computed AgentState enum (available / in_call / …) for a status icon; presenceName is the agent's chosen presence (set via setPresence, e.g. break); and line_blocked is an involuntary block the platform sets — separate from the chosen one. See State & events and Set presence.

line_blocked​

An involuntary block set by the ACD / platform (busy / unreachable / declined / dnd), distinct from a chosen busy presence the agent selected; cleared via Reset (resetLineStatus). See State & events.

ACD state​

The platform's routing state for the agent — what the ACD (automatic call distributor) thinks of the agent's availability for distributing calls. It can differ from the agent's chosen presence: e.g. the agent picks available but the ACD has marked the line blocked (see line_blocked).

Wrap-up (ACW)​

After-call work — the timed window after a call ends. Surfaced as a wrapUp patch with a countdown you can extend or cancel. See the wrap-up walkthrough.

Moderator​

The agent who starts a conference. Moderator-only controls (kick / hold / mute a member, end) are gated on Conference.iAmModerator. See Conferencing.

Warm / blind transfer​

Warm (attended) is a two-step consult — pull the target into a conference, talk privately, then complete. Blind (cold) is a single hand-off, no consult. See Transfer.

Callback​

A scheduled outbound call the agent accepts — it surfaces like an inbound call (RINGING, with CallState.source = callback) and waits for answerCall / hangup instead of auto-answering, even when autoAnswer is on. Not to be confused with a programming callback (onError, subscribe). See A call, end to end.

Notification​

A transient CTI screen-pop — the one patch arm that isn't stored. The TypeScript client hands it to your onNotification callback and forgets it. See the patch types.

Embed​

The prebuilt babelconnect agent app dropped into a host page via an <iframe> and a postMessage bridge, driven from your CRM — instead of building your own UI. See Embedding.