Able Desk is an agent-operated business suite in which distinct business modules share verified identity and evidence without collapsing their work into one generic record.
Conversation: A bounded work session of messages over one verified external channel between the business and a contact. A new inbound message after the prior session is handled begins a new Conversation while retaining the same provider identity. Avoid: Ticket, case, chat session
Message: One immutable inbound or outbound communication event within a Conversation. Avoid: Case comment, lead note
Route: An explicit, revisable decision that links a Conversation to one or more business work items. Avoid: Classification label, automatic conversion
Party: The canonical person or organization known to the business, independent of the roles they play. Avoid: Customer, contact, account
Case: A support problem or service request that requires resolution and lifecycle ownership by Desk. Avoid: Conversation, ticket for every inbound message
Sales Lead: A specific expression of potential buying intent that requires qualification and a next commercial action. Avoid: Party, relationship, every new contact
Relationship: The ongoing commercial state between the business and a Party across individual conversations, cases, and sales leads. Avoid: Sales Lead, customer record