Glossary — CRM and Business Platform Terminology

Sales & CRM

Lead #: A potential customer who has shown interest but has not yet been qualified into an active sales opportunity. In Repzo Workstation, leads have their own pipeline and stages separate from deals, and convert into a deal, account, and contact in one step once qualified.
Lead source #: The origin a lead came from — for example a website form, a referral, an ad campaign, a trade show, or a cold call. Repzo tracks the source on every lead so revenue can be attributed back to specific channels for reporting.
Lead channel #: The medium or platform a lead was first contacted through (e.g. WhatsApp, email, phone). Channel is a separate dimension from lead source — source captures who originated the lead, channel captures how they reached you.
Lead conversion #: The act of turning a qualified lead into an active deal. Repzo Workstation requires at least one price offer to exist before conversion. On conversion, the system creates a deal, account, and contact and clones the lead's existing entity associations across email and activity history.
Price offer #: A formal, customer-facing quote attached to a lead or deal. Price offers contain line items, currency, validity dates, and approval status, and can be exported as branded PDFs using customizable print templates.
Account #: A company or organization the team does business with. Accounts hold the relationship-level information (industry, size, billing) and act as the parent entity for related contacts, deals, tickets, projects, and invoices.
Contact #: An individual person involved in a business relationship — typically associated with one or more accounts and one or more deals. Contacts are the people activities, emails, and tickets are addressed to.
Deal #: An active sales opportunity with a value, expected close date, and an owner. Deals move through pipeline stages until they are won or lost, and trigger a structured "Won Deal" workflow that captures payment terms and admin details on close.
Pipeline #: An ordered set of stages a deal or lead moves through on its way to closing. Repzo Workstation supports multiple pipelines per organization so different sales motions (new business, renewals, regional teams) can each have their own structure.
Stage #: A discrete step inside a pipeline (e.g. Qualified, Negotiation, Won). Each stage has its own probability, color, and order, and can require specific custom or standard fields to be filled before a deal is allowed to advance.
Stage transition #: A logged movement of a deal or lead from one stage to another. Stage transitions enable forecasting, stage velocity reporting, and conversion rate analytics, and can be gated by required-field rules per stage.
Won deal #: A deal that has been closed successfully. In Repzo Workstation, marking a deal as won triggers a guided workflow that captures administrative information (PO number, payment terms, billing details) and optionally creates the corresponding invoice.
Activity #: A unified record of work done with a customer — calls, meetings, and tasks. Activities can be linked simultaneously to multiple entities (contacts, deals, accounts, leads) via polymorphic associations and support reminders, calendar sync, and recurring schedules.

Help Desk & Support

Ticket #: A trackable customer support request. Tickets carry a status, priority, type, assignee, requester, channel, and category, and can link to related problems, follow-ups, and watchers. Workflow automation can drive escalations and reassignments.
Ticket category #: A many-to-many tag-like grouping that classifies tickets (e.g. Billing, Bug, Feature Request). Categories support nested hierarchies and reporting, and are assigned via a dedicated assignment table so a single ticket can have multiple categories at once.
SLA policy #: A service-level agreement that sets time-bound targets for ticket responses and resolution. Repzo's SLA engine supports seven distinct metric types and per-priority targets stored as JSONB, runs a breach checker every minute, and can pause/resume based on ticket status.
SLA metric #: One of seven measurable SLA dimensions Repzo tracks per ticket: First Reply Time, Next Reply Time, Periodic Update, Pausable Update, Requester Wait Time, Agent Work Time, and Total Resolution Time. Each metric has its own breach tracking and 15-minute warning notifications.
Canned response #: A pre-written, reusable reply template agents can insert into ticket replies or inbox messages. Reduces typing for common questions while keeping tone and policy consistent across the team.
Pending reason #: A configurable label that explains why a ticket is paused (e.g. "Waiting on customer", "Awaiting parts"). Setting a ticket to pending pauses certain SLA timers automatically; resuming the ticket restarts them.
Ticket watcher #: A user who follows a ticket without being its assignee. Watchers receive notifications on updates and bypass standard data-visibility filters for the tickets they watch, so cross-team subject matter experts can stay in the loop.

Shared Inbox

Shared inbox #: A team-wide inbox that unifies customer conversations across email, chat widgets, WhatsApp, and other channels into a single queue. Conversations route to agents via rules, enforce SLA policies, and can be converted into tickets or deals without leaving the inbox.
Conversation #: A grouped sequence of messages between a team and a customer in the shared inbox. Each conversation has an assignee, status, priority, channel, and one or more linked identities; messages within a conversation can come from different channels over time.
Identity resolution #: The automatic process of matching an inbound conversation to an existing CRM contact by email, phone, or chat-widget identifier. When a known person reaches out from a new channel, identity resolution links the conversation back to their unified profile so history stays continuous.
Routing rule #: A configurable condition that automatically assigns incoming conversations to agents, teams, or queues based on channel, content, sender, or business hours. Routing rules eliminate manual triage on high-volume inboxes.

Projects & Operations

Project #: A structured engagement with a defined scope, timeline, and team. Projects are organized into milestones and tasks, can be created from templates, and link back to the deal, account, or contact they originated from.
Milestone #: A named checkpoint inside a project that groups related tasks and marks delivery progress (e.g. "Discovery complete", "UAT signoff"). Milestones have target dates and can gate downstream work.
Project job #: An individual unit of work inside a project — what most teams call a "task". Project jobs have an assignee, due date, status, and optional dependencies; task assignments also drive who can see the parent project under data-visibility rules.
Project template #: A reusable blueprint for spinning up a new project with its milestones, tasks, role assignments, and timing already populated. Templates let teams standardize delivery and reduce setup time on repeatable engagements.
Appointment #: A scheduled meeting with a customer that occupies a specific time slot, optionally tied to a service, staff member, and location. Repzo's appointment module supports calendar views, shift schedules, and automatic reminder notifications.
Shift schedule #: A recurring availability window that determines when a staff member or team can be booked for appointments. Shift schedules combine with closing periods and block times to define real-world availability.

Forms & Data

Form #: A shareable or embeddable web form built with a drag-and-drop editor. Submissions auto-create or link to leads, contacts, and accounts, can trigger notifications, and feed structured data directly into the CRM without manual entry.
Form submission #: A single response to a form. Each submission stores the field values, the submitter's identifying info, and the resulting CRM record (lead, contact, or account) it was linked to.
Custom field #: An admin-configurable additional data attribute attached to any core entity (lead, deal, contact, ticket, project, etc.). Custom fields support multiple data types — text, number, date, dropdown, multi-select — and can carry validation rules and default values.
Validation rule #: An admin-defined check that enforces data quality on a field — for example "required", "unique", or a regex pattern. Validation rules apply on both the frontend and backend so invalid data cannot be saved through any interface.
Tag #: A polymorphic label that can be attached to any entity — tickets, leads, deals, contacts, accounts, projects — to add a flexible categorization layer on top of the structured fields. Tags filter list views, drive automation conditions, and feed reports.
Entity association #: A polymorphic many-to-many link table that lets a single record (currently activities and emails) appear on multiple entity timelines simultaneously. For example, one meeting can be linked to two contacts, one deal, and one account at the same time.

Marketing & Content

Campaign #: A grouped marketing initiative across one or more ad accounts and creatives, with budget items and attribution back to leads and deals. Campaigns let revenue teams measure return on marketing spend inside the same platform that runs the pipeline.
Article #: A versioned content document inside the Content Hub — a help article, handbook page, or internal doc. Articles support a rich editor, version history with rollback, scheduled publishing, view tracking, reader feedback, and acknowledgments.
Content Hub #: Repzo's knowledge-base and documentation module. Used to publish customer-facing help centers, internal team handbooks, and API or product docs, with role-based collection access and a public reader experience for external content.
Email send #: A unified record of an outbound email (transactional or sales follow-up). Every send is tied to the contact it was addressed to so all email history shows up on the contact, deal, account, and lead timelines simultaneously.
Print template #: A customizable PDF template used to generate branded price offers, invoices, and other documents with live preview. Templates support variable substitution from the underlying record (line items, totals, customer details).

Internal Operations

Request #: An internal workflow item submitted by a team member through a configurable form — for example time off, expense reimbursement, equipment, or document approval. Requests carry dynamic fields, status tracking, and optional approval routing.
Request type #: A configurable template for a class of internal request, defining the fields submitters fill in and the approval flow it triggers. Repzo Workstation ships with 10 system templates (PTO, expense, equipment, etc.) and supports unlimited custom types.
Approval workflow #: An ordered or branching set of approval nodes that route a request through reviewers (managers, finance, HR) before it is granted or denied. Each node records who approved or rejected, with a full audit trail of the decision path.
KPI #: A Key Performance Indicator definition — a measurable metric tied to real activity (deals closed, revenue earned, tickets resolved, calls made). Repzo turns KPIs into goals that are assigned to users or departments, tracked automatically, and shown on a leaderboard.
KPI goal #: A target value for a KPI assigned to a specific user, department, or team for a given period. Repzo supports both rolling windows (last 30 days) and fixed windows (Q1 2026), with periodic snapshots that power historical achievement reporting.
Commission plan #: A configurable rule set that translates KPI achievement into commission payouts. Plans support tiered rates, accelerators, and assignments per user, with an automated transaction ledger for finance reconciliation.
Department #: A node in the organization's hierarchical team structure. Departments support drag-and-drop reorganization, set per-member data visibility (all / department / own), and act as a grouping target for KPI goals, dashboards, and reports.
Data visibility #: A per-user, per-module access scope with three levels: all (sees everything in the org), department (sees own + child departments), or own (only records they own). Visibility applies on top of role-based permissions and is enforced at the database query layer.

Automation

Workflow automation #: A visual, no-code automation builder using React Flow with Trigger, Condition, Action, and Delay nodes. Workflows execute asynchronously via a job queue and currently cover ticket lifecycle events, SLA breaches, and escalation playbooks, with more modules added over time.
Workflow trigger #: The event that starts a workflow run — for example ticket_created, ticket_status_changed, sla_warning, or sla_breached. Each trigger fires the workflow with the relevant entity context attached, then the workflow's conditions and actions execute.
Workflow action #: A side-effect step in a workflow — update a record, escalate a ticket (priority bump + reassignment + notification), send a notification, or call an external service. Actions run after their preceding conditions evaluate true.

AI

AI Agent #: Repzo's conversational assistant accessible from a side panel in the app. The agent can search data, create and update records, run analytics, and navigate the app via natural language using a registry of 35+ tools. Mutating actions pause for explicit user approval before execution.
Tool approval #: The safety layer that pauses AI Agent runs whenever a tool would mutate data. The agent yields a pending approval, the user reviews the proposed change inline (and can edit fields), and only then is the action executed — preventing the AI from making changes the user didn't authorize.

Platform & Access

Organization #: The top-level multi-tenant boundary in Repzo Workstation. Every CRM record — leads, deals, tickets, projects, settings — is scoped to a single organization, and queries are guaranteed to never leak across tenants.
Role-Based Access Control (RBAC) #: The permission system Repzo uses to gate every action. Built on hierarchical default roles (Owner, Admin, Manager, User) plus configurable custom roles, with ownership-based permissions ("edit own leads") layered on top of full-access ones ("edit all leads").
Role #: A named bundle of permissions that can be assigned to a user. Repzo ships four default roles (Owner, Admin, Manager, User) and supports unlimited custom roles tailored to specific job functions (e.g. Sales Manager, Support Agent, Read-Only Auditor).
Permission #: A single granular capability — e.g. leads.create, deals.update_own, tickets.delete. Permissions are grouped into roles, and the API key system maps Stripe-style scopes (leads:write, tickets:read) to the same underlying permission strings for parity.
Soft delete #: A delete pattern where records are marked with a deletedAt timestamp instead of being removed from the database. Every query in Repzo Workstation automatically filters deleted records, but admins can audit and restore them. No core entity is ever hard-deleted.
Audit log #: A per-organization immutable record of who changed what and when, across every entity. Audit logs capture user, integration app (if API-driven), entity, action, before/after values, and timestamp — and surface in the UI as a timeline on each record.
Integration app #: A developer-facing app registered against an organization that authenticates with a Bearer token in the format foxa-{orgShortId}-{secret}. Apps come in two types — api_key for programmatic CRM access and bot for chat apps with webhooks — and are gated by Stripe-style per-resource scopes.
Public REST API #: A versioned, OpenAPI-3.1-documented public API surface mounted at /api/v1. Bearer-only authentication, uniform error envelope, per-API-key rate limiting, and a Scalar-rendered docs page at /api/v1/docs. Reuses the same Action layer as the internal app.
GraphQL endpoint #: A single GraphQL query interface at /api/graphql for cross-module reporting, dashboards, and workflow field mapping. Uses graphql-yoga with a hand-crafted schema that includes entity queries, aggregation queries (leadStats, dealStats), and time-series queries (leadsOverTime).
Webhook #: An outbound HTTP callback Repzo fires when a subscribed event occurs (e.g. lead.created, ticket.updated). Integration apps subscribe via the integrationEventSubscriptions surface; deliveries are logged with retries and signed payloads.