Understand our frequently used words and phrases
AI Basics
AI
Artificial Intelligence is the theory and development of computer systems able to perform tasks that normally require human intelligence, such as speech recognition, decision-making, and translation between languages. Click 👉 here 👈 to learn more about why it matters
NLP
Natural Language Processing is a branch of artificial intelligence that helps computers understand, interpret, and manipulate human language. Click 👉 here 👈 to learn more
Utterance
Anything that a user says is an utterance. In spoken language analysis, an utterance is the smallest unit of speech. It is a continuous piece of speech beginning and ending with a clear pause
Intent
These are the actions that users want to execute. Intents, in simple terms, are the machine predictions of a user’s intentions that are drawn from the sentences they say or write
Entity
When we read text, we naturally recognize objects like people, values, locations, and so on. For example, in the sentence “Steve Jobs is one of the founders of Apple, a company from the United States” we can identify three types of entities: “Person”: Steve Jobs, “Company”: Apple, and “Location”: United States.
Hoover 🦉
The AI Assistant on our website, www.tryswivl.com. Chat with him if you’re interested in receiving our annual Self Storage Industry Report, if you’d like to schedule a demo, or if you’d just like to test how intelligent he is
Product Terms
Analytics
Analysis of the data that we’re collecting around how users interact with your bot. Learn more here: Google Analytics
API Credentials
A unique identifier that authenticates swivl’s connection to the app you’re integrating with. To explore the apps we currently support, check out this page: Integrating with Popular Apps
CRM
Our Customer Relationship Manager is a table of potential customers’ (lead) information. Each row contains their name, email, phone, preferred store, and more. Each row also has a status (Pending, In Progress, Complete, etc.) that agents can use as a task management tool to make sure customers are receiving the help they need. Check out this section for more information: Managing Leads
CTA
Call to action is a marketing term for any design to prompt an immediate response or encourage an immediate sale. By adjusting the CTA Settings within Embed Builder, you can control when a CTA is displayed on your website along with its content. Our CTAs look like this:
Embed Builder
Use this to customize how your chatbot looks on your website. Define the location, colors, CTA settings, and more. To review all the settings, click here: Customizing your Bot
Embed Code
A block of Javascript placed on your website that displays what’s you’ve created in the Embed Builder. If you don’t know what Javascript is, don’t worry, your website development team will know. For more information, check out this section: Installing your Bot
Escalation
These occur when a user asks to speak with an agent or when your bot isn’t confident in its reply to a user’s question. When a conversation is escalated, we check your escalation groups to make sure it’s within business hours then attempt to assign the conversation to one of your available agents. To learn more about the human touch of our platform, go here: Handling Live Chats
FMS / PMS
Facility Management Systems help you keep track of your stores, inventory, and customers. The ones that we integrate with at this time are SiteLink, StorEdge, Tenant/Hummingbird, and Self Storage Manager. Check out our Facility Management Systems page for more information on linking swivl with your FMS
Hubspot
A software product for inbound marketing, sales, and customer service. Once connected, you can link swivl variables with HubSpot variables so that the user information your bot collects is automatically pushed into HubSpot. To learn more, check out this section: HubSpot
Integration
According to Webster, to integrate is to combine (one thing) with another so that they become a whole. When you integrate swivl with another program - be it your FMS, Slack, HubSpot, etc. - they communicate with each other seamlessly. A list of our current available integrations can be found here: Integrating with Popular Apps
Lead / Potential Customer
When a user defines themself as a new customer or we determine that they don’t have an account, we tag them as a lead. Leads can be sent via email, pushed to your FMS, and/or added to the CRM section of swivlStudio so that agents can reach out to them to make a sale. To choose which types of leads are stored and where check out the FMS: Leads section
Property Manager
This is where you’ll tell our system what features and amenities your locations have. You will also define common answers for your automated bot to use. Examples include when a user asks about climate-controlled units, vehicle storage, resetting their password, and more. Out of the box, we include default answers based on our self-storage dataset. Feel free to edit any of these answers to fit your business. Additional information can be found here: Customizing Bot Responses
PMS
This term, also known as Property Management System, is used interchangeably with FMS. A definition of FMS can be found 👉 here 👈
Quest
This term is used interchangeably with workflow. A definition of workflows can be found 👉 here 👈
Slack
An instant messaging platform designed for professional and organizational communications. Escalations can be assigned to agents directly in Slack if your business uses the Slack platform. To see what that would look like, check out this section: Slack
Store Finder
This is where you’ll define store-specific information. We make it easy to manage common information about your properties - things like store hours, manager contact info, store policies, and more, can all be managed directly inside the swivl platform. Learn more here: Defining Store-Specific Information
swivlStudio
swivl.studio is our main platform. This is where agents will go to handle live chats, monitor leads, and more. Admins will use swivlStudio to adjust their bot’s replies, define store-specific information, and more.
To get started as an agent, go here: For Agents
To get started as an admin, go here: For Admins
Variables
We store your customers’ contact information, preferences, and interactions as variables in swivlStudio. Variables can be accessed by agents and are used by your bot to provide personalized and relevant responses during interactions. For example, if a customer provides their name during the first interaction, the bot will greet them by name in all future interactions. Check out this section for more on variables: User Variables
Workflows
These are central to what we do here at swivl. When a user asks your bot a question, a workflow is triggered. There’s logic within the workflow that tells your bot how to reply. If you’re interested, here’s an example:
- A user says “I need to log in to my account”
- The Login workflow is triggered, which displays a menu of options to the user
- The user selects “Forgot username”
- The Forgot Username workflow is triggered
- Within this workflow, we check My Storage to see if you have an Account Login URL
- If so, we display the messages that are defined under Forgot Username in My Storage and ask if the user would like to be taken to the login page
- If not, we inform the user that there’s no account login page we’re able to help them with at this time and to contact their facility directly
- We automatically trigger the Anything Else workflow (Is there anything else I can help with?)