An alphabetized guide to all relevant live chat,
ecommerce, and TextChat vocabulary and
their definitions.

In the software industry and the tech industry overall, people who buy and use software products are typically referred to as “users.” Specific software products or platforms might have specific names that they like to use for their users, but it’s more or less just the same thing with a different name. For example, Shopify users are usually referred to as “merchants” by the Shopify platform. It’s really just a branding thing and nothing more. TextChat customers are either called “users” because we’re a SaaS product, or “agents” because we’re a modernized replacement for the traditionally outsourced customer support agents or call center agents.