This glossary includes explanations about certain terminology used in Pigeon Business.
|User Levels (Roles)|
|Admin||Admins are users that have the ability to oversee the organization's customer requests and interactions, as well as access to all the main features in Pigeon. In addition to interacting with customers, they also can create new users, change their settings, and access Reports and Archives.|
|Associate||Associates are users that have access to basic business features. They can change their profile settings and use Pigeon primarily to communicate with customers and collaborate internally.|
|Super Admin||A Super Admin user is the primary business account owner. They created the business login and profile and have the ability to oversee the organization's customer requests and interactions, as well as access to all the main features in Pigeon. In addition to interacting with customers, they also can create new users, change their settings, and access Reports and Archives.|
The Directory in Pigeon is your organization's service team structure. It includes individual contacts, group contacts as well as departments and sub-departments. Admins can also edit the Directory to control which contacts are visible to customers and which are hidden - or only visible to the internal team. Keep in mind that every user must have an active account before they can be added as a contact to communicate with customers.
|Requests||When the customer wants to connect with you for the first time, or if the customer has already connected with you but does not have an open case, you receive a new request. You can choose to Accept, Reject or Forward this request.|
|My Contacts||My Contacts is your Personal Contact Book. It includes any external Customers or Partner/Affiliated Businesses that you have saved.|
|Shared||Shared Contacts includes external Contacts that another Pigeon team member has shared with you. If there are contacts here that you often interact with, you can then Add them to My Contacts for easier access (this is especially helpful if you have a lot of Shared contacts).|
Admins have a section for Customer contacts. This section includes all customers that have interacted with your business in Pigeon. It also goes a level deeper to show you Opt-in, or customers who have granted permission for the business to initiate contact with them, and All, which includes opted in customers as well as customers that have revoked access.
For Admins, there is also a setting that allows you to automatically share your customers with the rest of your organization.
|Partnerships||Partnerships includes other Pigeon Business users that are affiliated with your business.|
|Case Notes||Case notes are a great tool that extends your ability to keep the track of the customer's case. You or your colleagues can easily create, read, and edit notes with additional information about this specific case or request. You can easily check the date when the notes were created, the person who created them, and contact this person for more details if needed. Once the specific case is closed, the notes are are archived along with the case.|
|Customer Notes||Customer notes are a great tool to keep the track of the customer's history through all communication. You and your colleagues can create, read, and edit notes with additional information about the customer. You can easily check the date when the notes were created, the person who created them, and contact this person for more details if needed.|
If there are any terms that you are not sure about and you can't find here, feel free to reach out by submitting a request with the Support Widget or emailing email@example.com.