Glossary and common terms

The words Mimir uses, in the order you'll meet them.

Conversation — one thread with one customer, whether it came by email, chat, Messenger, Instagram or a comment. Everything in Mimir is organised around conversations.

Channel — a way customers reach you. An email address, the chat widget on your site, a Facebook page. You can have several of each.

View — a saved set of filters, sorting and layout over your conversations. Mine, Open and Unassigned are built-in views; you can make your own and share them.

Status — where a conversation is in your workflow: New, Open, On Hold, Resolved or Closed.

Tag — a label for what a conversation is about. Used for filtering and reporting. Mimir can apply one automatically.

Macro — a saved reply a person inserts into a conversation. Not to be confused with a note, which is for Mimir.

Rule — an automatic action on incoming email based on its subject, content, sender or recipient: tag it, assign it, close it, mark it as spam.

Comment — an internal message on a conversation, visible only to your team.

The four things that shape what Mimir does:

Note — an instruction Mimir always keeps in mind. Rules, tone, policies. Never shown to customers, and takes precedence over resources.

Resource — knowledge Mimir reads when it needs it: your website, help centre articles, uploaded files.

Product — your catalogue. Names, descriptions, prices, stock, brands.

Skill — an action Mimir can take, built as a fixed sequence of steps. Checking an order, cancelling one, checking live stock.

Region — a market. Regions let notes, resources, products, skills and chat text differ per country site without running separate accounts.

Modality — whether something applies to Chat, Mail, or both. Notes can be limited by modality.

Draft — a reply Mimir has prepared but not sent, waiting for someone to approve it. The default on email.

Approval — the requirement that a human sends Mimir's replies. Set per channel with Messages require approval, and applied automatically once a person has replied in a thread.

Escalation — handing a conversation to a human. In chat this means the live chat queue; where nobody is available, Mimir creates a ticket instead.

Ticket — an email conversation created out of a chat, so the customer gets a reply later. The chat and the ticket are linked in both directions.

Outcome — Mimir's own judgement of how a conversation ended: Solved, Not solved, Missing info or Irrelevant. A conversation handed to a human counts as Not solved, because Mimir didn't finish it alone.

AI handling — how much of the answering was Mimir's, from Fully autonomous through to Human written.

CSAT — the customer satisfaction rating, 1 to 5. Ratings of 4 or 5 count as positive.

Integration — a connection to one of your other systems: your shop, warehouse, carrier or marketing tool. Integrations are what skills act through.

Help centre — your public site of articles. Customers read it, and so does Mimir.