Glossary

Key terms used throughout Fynex. These definitions are consistent with the product and documentation.

Core Concepts

Term	Definition
AI agent	A conversational agent that contacts debtors via WhatsApp, voice, email or SMS, follows strategy rules, logs interactions and promises, and escalates when criteria are met.

Accounts & Contacts

Term	Definition
Account	A debt record in your portfolio. Contains the amount owed, due date, status, and associated contact.
Contact	The person associated with an account — name, email, phone, WhatsApp number.
Reference	Your internal identifier for the account (invoice number, case ID, etc.).
Portfolio	The collection of all accounts in your organization.

Statuses

Status	Applies to	Meaning
New	Account	Recently imported, not yet contacted.
Pending Contact	Account	Scheduled for first outreach.
Auto Management	Account	Being managed by AI agents.
Active Conversation	Account	Agent is mid-conversation with debtor.
Promise Active	Account / Promise	Debtor committed to pay, within due date.
Promise Overdue	Account / Promise	Payment promise past due.
Paid	Account	Debt resolved.
Escalated	Account	Requires human intervention.
Paused	Account	Temporarily removed from automated contacts.

Strategy & Campaigns

Term	Definition
Strategy	A set of rules defining how agents contact debtors: channels, sequence, frequency, escalation criteria.
Action Sequence	The ordered list of contact steps in a strategy (e.g., email day 1, SMS day 3, call day 7).
Campaign	An operational grouping of accounts under one strategy and time period. The execution engine enforces campaign status (draft/active/paused/completed) and date range. Active campaigns can be enqueued manually or automatically.
Escalation	When an account is moved to the human queue because criteria are met (max attempts, days without response) or the agent requests it.
Escalation Criteria	Conditions that trigger human review: max attempts reached or days without response.

Channels

Term	Definition
Channel	A communication method: email, SMS, WhatsApp, or voice.
Voice opening mode	For AI voice calls, whether the callee speaks first (agent waits for pickup, then follows the prompt script) or the agent speaks first (immediate greeting TTS). Resolved from manual call choice → strategy + step → organization Voice default → product default.
Credential Mode	Whether Fynex's credentials ("platform") or your own ("self-managed") are used for a provider.
Dispatch	The act of sending a message or initiating a call to a debtor.
Template	A predefined message with variable placeholders, used by agents when contacting debtors.

Interactions & Promises

Term	Definition
Interaction	A single contact event (message sent, call made) with its channel, result, and timestamp.
Promise	A debtor's commitment to pay a specific amount by a specific date.
Modality	Whether the promise covers the total debt or a partial amount.
Opt-out	When a debtor requests not to be contacted. All future dispatch to that contact is blocked.
Disposition	The detailed outcome classification of a voice call (e.g., promise to pay, callback scheduled, refusal, wrong number).
Contact Result	Whether the intended person was reached on a call (connected, no answer, voicemail, wrong number, disconnected, etc.).
Callback	A return call scheduled at the debtor's request. The strategy step is paused until the callback fires.
Channel Preference	The debtor's preferred communication channel, captured during calls and used to route future contacts.
Phone Rotation	Automatic selection of the best phone number for a call, considering previous results (wrong numbers, disconnected numbers) and alternate numbers.

Execution & Payments

Term	Definition
Execution Queue	The work queue where the engine places pending dispatch actions. Items progress through pending → processing → completed/failed/skipped.
Payment	A recorded money transfer from a debtor. Automatically reduces the account balance and can fulfill a promise.
Dispute	A formal objection raised by a debtor. While open, it is tracked separately with status, reason, and resolution notes.
Notification	An in-app alert for important events: overdue promises, escalations, channel errors, batch failures.

Integration & API

Term	Definition
API Key	A secret token used for machine-to-machine authentication with the Fynex REST API. Created in Settings > Integrations.
Webhook	An HTTP callback that Fynex sends to your server when specific events occur (e.g. account created, promise broken).
External ID	A unique identifier from your source system, stored on accounts and contacts to enable cross-system mapping.
Source System	A label identifying which external system an account or contact was imported from (e.g. "core_banking", "crm").
Scope	A permission level assigned to an API key, controlling which resources it can read or write.
Upsert	Create-or-update operation: if a record with the same external_id exists, update it; otherwise create a new one.
HMAC Signature	A cryptographic hash used to verify that webhook payloads were sent by Fynex and not tampered with.
Import Job	An async operation that processes a batch of accounts via the API, tracking progress and errors.

Language

Term	Definition
Locale	A regional language variant (e.g. es-AR, pt-BR, en-US). Determines dialect, compliance rules, voice, and templates for outbound content.
Language cascade	The priority order Fynex uses to pick the language for any outbound interaction: manual override → contact language → organization locale → country default → es.
Supported languages	Spanish (es — Argentina, Mexico, Colombia), Portuguese (pt — Brazil), and English (en — US). Set the organization locale in Settings; set per-contact language in Portfolio import.

Compliance

Term	Definition
Frequency Limits	Maximum number of contacts per day and week, configured in Settings.
Allowed Hours	The daily time window during which contacts are permitted.
Audit Log	Immutable record of all system events, actions, and configuration changes.
Dispatch Validation	Pre-send checks (opt-out, frequency, hours, paused status) that must pass before any contact.