Glossary

Definitions of common terms in Vtiger CRM:

• Agents: Agents are your sales, support, or marketing team members who engage with the clients regularly. They are also addressed as Operators in the CRM.
• All Conditions: When you state conditions under All Conditions, all the specified conditions must be met to perform the said action.
• Any Conditions: When you state conditions under Any Conditions, at least one of the specified conditions must be met to perform the said action.
• Appointment Pages: Appointment pages display free slots from your schedule for customers to fix an appointment with you. Your calendar is blocked when they pick a date and time for the meeting.
• Approvals: This module allows process owners to set up automated approval processes. Users can view, approve, and reject approval requests from co-workers using the module.
• Apps: An app is a collection of modules. In Vtiger CRM, Sales, Marketing, Helpdesk, and Projects are the leading apps.
• Articles: The Articles module in Vtiger CRM is an easy and excellent way to share your announcements, product updates, technical instructions, and other documentation with your customers. 
• Assets: Assets are tangible or intangible resources that are rendered to your customers. It becomes easy for your support center to audit individual product items and cases resolved upon them with Assets.
• Assignment Rules: Assignment rules are used to automatically assign records to your sales, support, and marketing team members using different assignment modes.
• Attributes: In Profile Scoring, an attribute indicates a customer’s importance to your business. You can note different attributes of your target customers like position, number of employees, etc.
• Autopay: It is a mode of payment done automatically by the system.
• Billing: Activate your CRM account by making the billing payment either manually or automatically via your debit/credit card or Paypal gateway.
• Bills: You generate a bill from a purchase order (PO) to initiate the payment after receiving the ordered items from your vendor. Bill records specify the payment made to vendors on a PO.
• Business Hours: Business hours are your company’s, team’s, or an individual’s working hours. They define the period in hours that your customer-facing teams are available to serve your customers, based on time zones.
• Calendar Hours: Calendar Hours are the regular full-day hours. They include non-business hours. 
• Campaigns: Campaigns offer your marketing team the ability to schedule and execute mass marketing campaigns such as a trade show, webinar, etc.
• Cases: Cases are any kind of customer service requests. Cases provide a great way to promptly track and respond to customer issues and be linked to a Product, Asset, Contact, or Organization.
• Chat Insights: Chat insights consist of widgets that show data in charts. Each chart shows a specific set of information related to your team’s performance and progress. It helps team managers and supervisors get insights into their team’s performance. 
• Clients: Clients are your customers. They talk to your agents about their concerns and issues. They are also called Visitors and Contacts in the CRM.
• Company Details: This setting in Vtiger CRM allows you to customize the CRM by entering your company’s details such as name, address, logo, etc.
• Confidential Documents: Confidential documents can be opened only by the recipient with whom they are shared. Download and re-share actions are restricted on such documents.
• Contacts: A contact represents a Person, either in an individual capacity or representing a Business that has already purchased your product/service.
• Contact Roles: Contact roles help you identify the role a contact plays in a deal. Specifying different roles for a contact can help sales teams differentiate among stakeholders and understand the type of influence they have on a deal.
• Credit Notes: A credit note states the amount that must be paid back to a customer as a refund or a credit on the invoice.
• Customer Journeys: Customer journeys help organizations learn more about their customers. A customer journey map:
  • Captures the experience of a prospect in regard to a product or a service or both. It records each stage and step that a prospect takes along the journey of becoming a customer.
  • Helps identify key interactions between an organization and its customers. The tool captures customers’ feedback from the interactions in the form of emotions and queries. This helps organizations understand what motivates a customer and what are his expectations from a business.
• Dashboard: Vtiger’s Dashboard is a tool that helps you visually track and analyze your company’s data. 
• Deals: A deal is a sales opportunity that you may be pursuing with a person or an organization. 
• Default Business Hours: Default business hours are set by the CRM by default. They apply to new users that you create in the CRM. 
• Delivery Notes: A delivery note is a document accompanying the shipment of goods. It lists the description and quantity of the goods being delivered to a customer.
• Documents: This module acts as a repository for all the documents that you create, or those shared with you by your customers or team members. 
• Document Insights: This feature allows you to observe and track recipients’ actions on a document you have shared with them. 
• Document Stats: This feature provides information about a recipient’s activity on a document, such as the number of opens, views, downloads, re-shares, and time spent on the document. 
• Document Viewer: It is a platform outside the CRM that allows customers and CRM users to view and collaborate on documents.
• DocuSign: DocuSign is an electronic signature service for documents or agreements that need to be signed by your clients, vendors, etc.
• Dropbox: Dropbox is a modern workspace designed to reduce busywork so that you can focus on the things that matter. It is a file hosting service that allows you to upload, store, share, and access files from anywhere, at any time.
• Duplicate records: Duplicate records in a module are those that have the same name and information as one or more records in the same module.
• Editions: Editions are the variants of Vtiger CRM. We have Sales/Help Desk Starter, Professional, and Enterprise, and All-in-One Professional and Enterprise editions. 
• Email Bounces: Email messages are transferred between mail servers using a process called Simple Mail Transfer Protocol (SMTP). Suppose there is an error during the transmission. In that case, a Delivery Status Notification (DSN), also known as a bounce message, is returned to the sending server explaining why the email was not delivered.
• Email Campaigns: Send emails to targeted customers using Email Campaigns.
• Email Campaign Moderation: Vtiger moderates your account to check for bounces, unsubscribes, and spam complaints. Each of these parameters has a threshold. When the threshold is crossed, your email campaign account is suspended. 
• Email Sequences: It is an outbound sales campaign tool that enables you to send a predefined sequence of emails to a prospect. These emails are triggered automatically, based on the previous email interactions with a prospect.
• Emotional Journeys: Emotional journeys reflect a customer’s experience throughout the sales cycle. They highlight both the positive and negative experiences of the customer. This helps sales reps take proactive measures toward improving customer experiences.
• Engagement Score: Engagement score or lead score is your prospects' interest level in your products or services. It is calculated based on the interactions your prospects have with your customer-facing teams.
• Enhanced Bounce Codes: Enhanced bounce codes are advanced or more detailed email error messages that explain the SMTP error.
• Esign Documents: Esign Documents allows you to send PDF files to your clients and get them signed electronically.
• Events: An event could be a call or meeting or an appointment that has a specific time.
• Exchange Connector: Exchange Connector enables you to automatically sync leads, contacts, organizations, tasks, and events between Exchange clients (like Outlook web app) and Vtiger CRM. 
• Export: Exporting is the process of transferring a copy of data from the CRM to your local computer. Exported data comes in handy when you cannot log in to your CRM account. You can simply refer to the exported copy when you are offline. 
• External Collaboration: The interaction between CRM users (your employees) and customers via links and comments on a document in the Document Viewer is called external collaboration.
• Expected Close Date: It is the date on which a deal is expected to close.
• FAQ: Frequently Asked Questions (FAQ) are commonly asked questions about a process or a business. FAQ are written in pairs of questions and answers.
• Features: A feature is an attribute of the CRM. For example, sticky notes, dark mode, etc., are some features of Vtiger CRM. 
• Field Service Agents: They are the agents who perform the work assigned to them via a work order at the customer site.
• Files: A file is a document that contains information.
• Folders: A folder is a set of documents or files.
• Follow: When you follow a record, you get notified about all the updates made to the record.
• Forecasts: The Forecasts and Quotas module in Vtiger helps an organization to predict and plan the sales cycle from Pipeline to Closure, thus helping in making a managerial decision, identify peak and lean periods and facilitate better sales pipeline management.
• Gantt Chart: A Gantt chart is a horizontal bar chart that is used in Project Management, to provide a graphical illustration of a scheduled task details that helps to plan, coordinate, and track specific tasks in a project.
• Global Search: Global Search is a way to look for records anywhere in the CRM. You only need to enter a search term such as the record name, record ID, etc.
• Gmail Add-on: Google has created customized add-ons for Google Workspace. If you are a Vtiger user, you can integrate Vtiger as an add-on with your Gmail. This add-on will help you get a 360° view of your contacts without leaving Gmail. 
• Google Calendar: Google Calendar is a time-management and scheduling service. It enables you to schedule meetings and events.
• Google Contacts: Google Contacts is a contact management tool and is a part of Google Apps. It is also available as a part of Gmail as well as a standalone service. It stores all your contacts and other details related to them.
• Google Drive: Google Drive is Google’s online cloud storage service with 15GB of free storage. When you save files to Google Drive, you can view, organize, and share them with anyone from anywhere.
• Grand Total: This is the final amount calculated after applying deducted taxes, charges’ taxes, and the adjustment amount on the Pre Tax Total in an inventory record.
• Groups: Groups can combine different users, roles, roles and subordinates, and groups within an organization.
• Group Taxes:  If there are multiple product or service line items, group taxes apply to the products or services as a group instead of individual items.
• Hard Bounce: Hard bounces are permanently undelivered emails. Typos in the email address or invalid domain names cause hard bounces.
• Help Center: The Help Center is a customizable website that hosts the help content you publish for your customers. You can publish technical documentation, release updates, or announce essential details about your company on the Help Center.
• Help Desk Insights: Through Help Desk Insights, you can ensure that cases are being routed to the right group and handled effectively.
• Import: Importing is a process of transferring the records present on your computer to the CRM.
• Individual Taxes: Individual taxes are specific to each line item. You can define taxes for every line item in the inventory.
• Integrations: Third-party integrations will help you to connect other business applications to the CRM software to extend its capabilities and streamline your business processes. 
• Internal Collaboration: The interaction between CRM users via comments on a document record is called internal collaboration.
• Intervals: Intervals in Business Hours are the short breaks such as lunch and coffee breaks in a working day. You can define them while setting up business hours.
• Inventory Add-On: This is an extension that you must install to enable and use the Bills, Credit Notes, Delivery Notes, and Receipt Notes modules.
• Invoices: An invoice is a non-negotiable itemized statement issued for the products or services rendered to the customer. 
• Item-level discount: Item-level discount is applied to every line item individually based on its list price. 
• Items Total: This price is calculated by adding each line item's net price in an inventory record.
• Kanban View: Kanban View displays data column-wise in neat little sections. Kanban’s visual approach helps you act on a blocker quickly, view and plan the remaining work, optimize the process, and improve productivity.
• Labels Editor: It enables the user to edit module names,  field names, and CRM labels.
• Leads: A lead is someone who might be interested in your product or service or might not even have an interest.
• List Owner: The CRM user who has created a list is the list’s owner.
• List View: This view gives a list of all the records present in a module, which is also the default view for most modules.
• Live Chat Console: Live Chat Console is the window using which customer-facing agents interact with customers.
• Live Chat Widget: This is the platform on your website where your clients can talk to your agents about their queries. 
• Manual Pay: It is a mode of payment done manually by CRM users by entering the customers’ details.
• Mailroom: Mailroom automates actions on incoming Emails and makes sorting emails easier through virtual email addresses to which you can forward emails.
• Maps: Maps help the Vtiger mobile app users to search and reach their contacts’ addresses easily. Using the built-in Maps feature on the app, you can perform the following actions:

• View contacts’ or organizations’ addresses on the map.
• Search for an address by typing the business name on the map.
• Update the contact address, organization address, or event location.
• Navigate to an event location (for onsite events).
• Check in to onsite events.

• Marketing Qualified Lead: In a sale, a potential customer starts off as a Lead and then converts into a Marketing Qualified Lead (MQL).
• Microsoft Outlook Plugin: This plugin helps you sync your contacts, events, and tasks between Vtiger CRM and Outlook. You can also configure the sync direction and indicate the data flow between Vtiger CRM and Outlook. 
• Modules: Modules refer to an entity such as Contacts, Leads, Opportunities, etc. They are a collection of records.
• Module Numbering: It enables users to create a record sequence. When users create a new record, a unique number (ID) is automatically assigned according to the sequence defined.
• My Lists: These are the lists created by you, and you are their owner.
• My Tags: These are your private tags, and only you can view records associated with them.
• Net Price: This price is calculated after taxes are applied to the total amount of line items in an inventory record, i.e, Net Price = Total + Tax on each line item.
• Nice Score: It is a rating between 1 and 5 that Vtiger CRM internally tracks. Nice Score increases automatically from 1 to 2 if your initial campaigns do not exceed the thresholds of spam complaints, unsubscribes, or bounces. As the Nice Score increases, the number of email credits you can use also increases.
• Notifications: Get automated reminders on upcoming activities. View all the notified records in the Notification center.
• On-demand Service: It is a type of work order where there is an ad hoc service request that an agent must carry out.
• Office 365: Office 365 is the online web version of Microsoft Office or MS Office as it is popularly known. With Office 365, you will have the option of quickly saving all your documents on MS servers and use them from wherever you are located.
• One View: One View is a 360-degree view of all the information related to a CRM entity. For instance, you can get a comprehensive view of contact-related deals, cases, campaigns, projects, and other details, in the contact’s One View.
• Organizations: An organization represents a company/institution that you are doing business with. Information about the people working for an organization is stored in contact records.
• Overall Discount: Overall discount is applied to all the line items.
• Payments: Payments module enables you to accept payments for the goods sold to your customers and keep track of all the incoming and outgoing payments.
• Planned Maintenance: It is a type of work order wherein the service is planned and scheduled.
• PayPal: PayPal is a safe, fast, and simple option to accept or make payments online. With PayPal, you can make one-time purchases or recurring payments to all your monthly subscriptions hassle-free.
• Pre Tax Total: This price is calculated after the overall discount and shipping charges are applied to the total of all the line items in an inventory record, i.e., Pre Tax Total = Total - Overall Discount + Charges.
• Price Books: Price books allow you to define different prices for products and services. You can also change the price anytime you wish. 
• Private Documents: Private documents are accessible only by CRM users. You cannot share them with your contacts. 
• Products: Products represent a stock of goods in your inventory. Products can be procured from suppliers or rendered to customers or both, depending on the nature of your organization.
• Product Bundles: A product bundle is a set of products grouped together.
• Profiles: Profiles are used to control user actions such as restrict the users from accessing specific modules, fields, and features.
• Profile Scoring: Profile scoring is the process of assigning an appealing score to a customer based on how important they are to your business. It helps define your ideal customer. 
• Projects: A project is a planned work that involves specific goals, start date, and target end date, budgets, progress, etc. You can specify all these details in a project record in the CRM. 
• Project Milestones: Create project milestones to describe an important event or an achievement in a project.
• Public Documents: These documents can be shared, re-shared, and downloaded by non-CRM users such as contacts, vendors, etc.
• Purchase Orders: A purchase order is a commercial document and first official offer issued by a buyer to a seller, indicating types, quantities, and agreed prices for products or services.
• Quantity in Demand: Quantity in demand describes the number of products that your customers request. A product’s quantity in demand depends on its related sales orders.
• Quantity in Stock: Quantity in stock shows the number of products that are in stock in your inventory. A product’s quantity in stock directly depends on invoices and purchase orders.
• Quantity Ordered: It is the quantity of a product that a customer has ordered. Its value depends on the purchase order. 
• Quotes: A quote is a formal price quotation listing the products/services intended to be sold along with quantity, price.
• Quick Create: Quick Create allows you to create records from all the Vtiger screens. You will find it on the top right side of the CRM screen – the + icon is called Quick Create.
• Receipt Notes: A receipt note is an internal document produced as proof of the goods received after inspecting the delivery (eg. from a vendor), to process and match against your purchase orders.
• Recent Lists: Recent lists are the lists that you accessed recently.
• Records: A record is a log of information and updates about entities such as contacts, products, projects, etc.
• Record-level Analytics: Record-level analytics, offered by the Analytics tab shown on a record, have pre-built charts that give important metrics about the record. 
• Recycle Bin: Recycle Bin is an archive of deleted CRM records. When you delete a record from a module, it is moved to the recycle bin. Deleted records stay in the recycle bin for 30 days and you can restore them within this period. The records are deleted permanently from the CRM after 30 days. 
• Reports: Reports display data in an organized manner in the form of tables, graphs, and charts. 
• Response Time: This is the time an agent takes to send the first response to a customer issue.
• Resolution Time: This is the time an agent takes to resolve a customer issue.
• Revenue Line Items: Products or services that generate revenue, listed on separate lines in a record like an invoice, quote, etc., are called revenue line items. 
• Roles:  Roles define your organizational hierarchy, determining who can see what records, based on the settings configured in the sharing rules area. 
• Sales Insights: Sales Insights is the one-stop destination to get all the updates about your sales. It gives you multiple reports about your sales team’s activities, performance, and deals in the pipeline, along with a comparison of their work status and goals.
• Sales Orders: A sales order is a document sent to the customers, authorizing the sale of goods or services. Sales orders can be created once a quote is accepted by your customer and the purchase order is sent to the customer for further processing.
• Sales Qualified Lead: In a sale, a potential customer starts off as a Lead and then converts into a Marketing Qualified Lead (MQL). After the process of Lead Nurturing by marketing teams, the MQL becomes a Sales Qualified Lead (SQL). 
• Scheduler: The scheduler periodically operates in the background to automate many operations by running a cron (script). You can enable or disable a cron from the sequence of execution.
• Services: Services refer to the free or paid assistance you would offer to benefit your customers. 
• Service Appointments: Service appointments are events created from a work order. They represent the scheduled maintenance services that you must provide to your customers. 
• Service Contracts: A service contract is an agreement between you and your customers to provide service on the product for a predefined period. It may include warranties, subscriptions, service level agreements (SLAs), etc.
• Shared Lists: These are the lists that are shared with other users or groups in the CRM. 
• Shared Tags: These are public tags that are shared among users in the CRM.
• Sharing Rules: Configure data sharing rules across users in an Organization.
• Shipping Charges: Shipping charges are the additional amount you charge your customer to ship and deliver the products.
• SLA(Service Level Management): A Service Level Agreement (SLA) is a contract between a service provider (either internal or external) and the end-user that defines the level of service expected from the service provider. SLAs are output-based, their purpose is specifically defined on what support the customer will receive. 
• Soft Bounce: Soft bounces occur when emails are dispatched but the recipient’s mailbox is temporarily down or the server is full to receive your email.
• Sticky Note: A sticky note is a highlighted comment on a record. When there is crucial information in a comment, you can convert the comment into a sticky note.
• SLA (Customer): Customer SLAs are used only in the Cases module related to customer complaints. 
• SLA (Internal):  Internal SLAs are used in the Internal Tickets module related to your employees’ complaints. Internal SLAs are mainly used to measure the service provided to your company’s employees.
• Storage Guard: Storage Guard monitors data usage in the CRM. CRM admins can configure a deletion policy, according to which the Storage Guard deletes the old data after notifying the administrator. 
• Subscriptions: The Subscriptions module in Vtiger CRM automates invoice generation and payment processing for subscription-based services.
• Sync with Deal: This option allows you to sync line items in a quote with its related deal. It helps you avoid manual errors and prevents duplication of data entry.
• Tags: Tags are a way to organize your data in customized ways. Tags help you find records that are otherwise not easily searchable; they differentiate the important records from other records.
• Tasks: A task is an item to be done. It doesn’t have a specific time but could have a due date for when it should be completed. You can assign tasks to a user(s) and track status, progress, and duration to get work done much faster.
• Taxes: Tax is a fee charged by a government on a product, service, income, or activity. Vtiger CRM gives you the flexibility to manage all your tax rates in a hassle-free way through the Tax Management feature. 
• Terms and Conditions: This setting in Vtiger CRM allows you to pre-define your terms and conditions reflected in the inventory module records.
• Timelogs: Timelogs help you log the time you spend on a task, case, internal ticket, etc.
• Total: This amount is calculated after discounts are applied to the selling price of line items in an inventory record, i.e., Total = Quantity * Unit Selling Price - Discount. 
• Total Score: In Profile Scoring, the total score is the maximum score to which a customer’s profile score is compared. You can calculate the maximum score by adding the highest weights (scores) of values in all the attributes.
• Tracker: It is the code generated by the CRM to activate the Live Chat widget on your website by injecting it into your website’s source code.
• Traditional Bounce Codes: Traditional bounce codes are direct bounce codes that give a basic email error definition. 
• Transactions: This feature tracks the invoices generated for a subscription and their related payments. 
• Transcripts: Transcripts are the recorded chats between your agents and customers. You can see them in Web Chat records in the CRM. 
• Tree Structure: A tree structure in the Documents module is the hierarchy of the files and folders.
• Unit Selling Price: This is the price of the item decided by the manufacturer. It is defined in the price book and can be changed.
• Usage Details: The Usage Details settings show the limits and daily usage for API calls, Webhooks, and emails sent. This primarily helps CRM admins to monitor the usage against the defined limits.
• Users: Users are employees in your organization who can log into their Vtiger CRM accounts, access information, and perform tasks according to permissions that have been defined to them. 
• User Business Hours: User Business Hours are those that are set up individually for each CRM user.
• Values: In Profile Scoring, a value is an integral part of an attribute. It would help if you listed the different possible values for each attribute according to your priority. 
• Vendors: Vendors include companies, people, and contractors from which your company gets products and services. They can be either direct manufacturers or resellers.
• Versions: Versions are the names of different Vtiger releases.
• VICIdial: VICIdial is the most popular open-source contact center in the world. You can integrate it with Vtiger to make calls directly from the CRM.
• Vtiger Live Chat: This is an extension you must download from the Extension Store to use the Web Chats module. It enables you to have chat conversations with your customers.
• Vtiger Mobile App: Vtiger CRM is a mobile application that provides most CRM actions and features at your fingertips. It helps business users manage their projects, sales, support, and marketing tasks on-the-go on both Android and Apple devices. 
• Websense: This Vtiger CRM setting lets you install and customize the Live Chat widget on your website.
• Web Chats: This Vtiger CRM module records the Live Chat conversations between your agents and customers.
• Weights (Scores): In Profile Scoring, a weight or score is a number that defines the importance of a value in an attribute.
• Weighted Revenue: Weighted Revenue = (Amount * Probability)/100, where Probability is the sales stage probability. 
• Workflows: Workflows will streamline your business by automating operations like sending emails, creating activities, updating fields, etc., as tasks are performed automatically, you need not have to execute them manually.
• Work Orders: It is the work to be performed on a customer asset, or a service to be completed as per the customer’s request.