Skip to content

Loading…

MERKUVA Help CenterGlossaryIf you couldn't find what you need, write to the support team.

Help center/Automation/Key concepts

Key concepts

19 articles

All articles in this section

PortfolioA portfolio is the roof your accounts and your team sit under. The plan, the team and the shared settings all live at portfolio level.
AccountAn account is a single connected Instagram or WhatsApp identity. Conversations, contacts, automations and reports all belong to it.
How portfolios, accounts and users relateA user joins a portfolio, and the portfolio carries the accounts. Here is which layer holds the role, the access and the plan.
RolesOwner, administrator, editor, agent and viewer. Exactly what each role can and cannot do, one by one.
Access and visibility policyThe portfolio setting that decides which conversations, contacts and sections each role sees. A closed section leaves the menu and will not open from its address either.
ChannelA channel is the live link between your account and Instagram or WhatsApp. It also decides which triggers and steps are available to you.

ContactA contact is the card for every customer who writes to your account. Tags, fields, notes and conversation history all gather there.

Conversations and the 24-hour windowA conversation is all the messaging with one person. The 24-hour window decides when you may send them a free-form message.

AutomationAn automation is a flow that starts with a trigger and runs its steps in order. You build it as a draft and publish it to make it live.

Flows and stepsA flow is the diagram of an automation on the canvas. Steps are its boxes, and outputs and connections decide which way it goes.

TriggerA trigger is the event that starts an automation. There are ten types, from a keyword to a post comment, an ad link or a given date.

ConditionA condition is the step that splits a flow in two. There are sixteen rule types, from tags and business hours to attachments and the messaging window.

ActionAn action is the step where a flow changes something about the contact or the conversation. There are thirteen kinds, from adding a tag to handing over to a human.

TagA tag is the fastest way to group contacts. Flows add them, filters read them, and rules treat a tag change as an event.

Contact field (custom field)A field is information that carries a value about a person: city, order number, appointment date. Flows fill it, conditions read it, messages print it.

SequenceA sequence is a series of follow-up steps spread over days. A contact is enrolled by an action or a rule, and each step goes out when its time comes.

Variables and placeholdersA placeholder is how you put personal information inside a message. At send time it becomes the person's name, their phone number or a field's value.

General rulesA general rule is an event-to-action link that runs outside any flow. When something about a contact changes, the rule fires and can start an automation.

ConversionA conversion is the outcome a flow records: a sale, an appointment, a sign-up. It is counted in reports, its value is totalled, and it can start a rule.