Glossary
Clear definitions of the terms used in workflow automation, case management, CRM, and AI-powered business operations.
A set of protocols that allows different software applications to communicate with each other. SwiftCase provides RESTful APIs for integrating with external systems like accounting software, payment gateways, and third-party services.
A chronological record of all actions taken within a system, including who performed each action and when. SwiftCase maintains comprehensive audit trails for compliance, accountability, and troubleshooting purposes.
A discrete task performed automatically by a workflow, such as sending an email, updating a status, generating a document, or calling an external API. SwiftCase supports 60+ automation actions.
A voice AI capability that allows callers to interrupt the AI agent while it's speaking. This creates more natural conversations by letting users respond without waiting for the AI to finish its sentence.
The discipline of improving business processes through analysis, modelling, and optimization. SwiftCase is a BPM platform that helps organisations automate and streamline their operational workflows.
A discrete unit of work tracked through its lifecycle in SwiftCase. Cases can represent insurance claims, customer enquiries, legal matters, property surveys, patient referrals, or any other work item that progresses through defined stages.
The process of tracking, managing, and resolving cases from initiation to completion. SwiftCase provides comprehensive case management with status tracking, SLA management, document storage, communication logging, and full audit history.
A system for managing interactions with customers and potential customers. SwiftCase includes built-in CRM capabilities for tracking contacts, companies, relationships, and communication history.
A UK government-backed certification scheme that helps organisations protect against common cyber threats. SwiftCase is Cyber Essentials certified, demonstrating adherence to security best practices.
The structure that defines how data is organised within a system. SwiftCase features a flexible data model with 41 field types, allowing organisations to configure custom schemas that match their specific data requirements.
The automated creation of documents using templates and data from the system. SwiftCase can generate letters, contracts, reports, and forms in PDF or Word format with merge fields populated from case data.
The automated handling of inbound emails, including classification, data extraction, case matching, and response generation. SwiftCase can process emails to trigger workflows, update cases, and extract structured data using AI.
In SwiftCase billing, an event is an automation execution - such as a status change, email send, document generation, or API call. Events are one of the two usage meters alongside processed emails.
A category of data field that determines what kind of information can be stored and how it's displayed. SwiftCase supports 41 field types including text, numbers, dates, dropdowns, file uploads, signatures, nested forms, and calculated fields.
The initial report of an insurance claim, typically made by phone, email, or online form. SwiftCase and Switchboard can automate FNOL intake, capturing claim details and creating cases automatically.
European Union regulation governing data protection and privacy. SwiftCase is designed to support GDPR compliance with features including data retention policies, right-to-erasure workflows, and audit logging.
The transfer of a conversation from an AI agent to a human agent. Switchboard provides seamless handoff with full conversation context, ensuring human agents can continue without the customer repeating information.
A process design where AI handles routine tasks but humans review, approve, or intervene for complex decisions. SwiftCase supports human-in-the-loop workflows for approvals, escalations, and quality control.
The process of configuring and deploying SwiftCase for a specific organisation. SwiftCase implementation includes workflow design, data model configuration, integration setup, data migration, and user training. Typically takes 4-8 weeks.
A connection between SwiftCase and an external system that allows data to flow between them. SwiftCase supports integrations via REST APIs, webhooks, and pre-built connectors for common business systems.
An international standard for information security management systems. SwiftCase maintains security policies and procedures meeting ISO 27001 standards.
A measurable value that demonstrates how effectively objectives are being achieved. SwiftCase provides KPI dashboards and alerts to monitor operational performance, SLA compliance, and team productivity.
An AI model trained on large amounts of text data, capable of understanding and generating human language. Switchboard uses LLMs from providers like OpenAI and Anthropic to power intelligent conversations.
A placeholder in a document template that is replaced with actual data when the document is generated. For example, {{client_name}} would be replaced with the actual client's name.
A software architecture where a single instance serves multiple customers (tenants) while keeping their data isolated. SwiftCase uses multi-tenant architecture with strict data segregation.
Software that can be configured and customised without writing programming code. SwiftCase is a no-code platform - workflows, data models, and automations are configured through visual interfaces rather than code.
Technology that converts images of text into machine-readable text. SwiftCase uses OCR to extract data from scanned documents, PDFs, and images as part of email and document processing.
A computing approach that enables complex analytical queries on large datasets. SwiftCase includes OLAP-style pivot tables for multi-dimensional data analysis and reporting.
Safety mechanisms in Switchboard that prevent AI agents from providing inappropriate responses, exposing sensitive data, or taking unauthorised actions. Includes PII detection, content filtering, and compliance checks.
A web interface that allows external users (clients, suppliers, partners) to access relevant information and perform actions within SwiftCase. Portals can be branded and configured to show only appropriate data.
Red-Amber-Green status indicators used to quickly communicate the health or urgency of cases. SwiftCase can automatically calculate RAG status based on SLAs, deadlines, or custom rules.
Representational State Transfer API - a standard architectural style for web services. SwiftCase provides RESTful APIs for reading and writing data, triggering workflows, and integrating with external systems.
A security approach where permissions are assigned to roles rather than individual users. SwiftCase uses RBAC to control what data users can see and what actions they can perform.
A software delivery model where applications are hosted in the cloud and accessed via the internet. SwiftCase is a SaaS platform - no installation required, automatic updates, accessible from anywhere.
A separate test environment that mirrors production but doesn't affect live data. SwiftCase Core plan and above include sandbox environments for testing workflow changes before deployment.
A commitment to complete actions within specified timeframes. SwiftCase tracks SLAs automatically, calculating due dates, sending reminders, and flagging breaches.
SwiftCase's AI-powered communication platform that provides intelligent agents across voice, chat, WhatsApp, SMS, and email. Switchboard agents can take actions during conversations, not just respond to queries.
The authoritative source for a particular type of data within an organisation. SwiftCase serves as the system of record for operational data, ensuring a single source of truth for cases, contacts, and workflows.
A pre-designed format for documents, emails, or workflows that can be reused. SwiftCase supports templates for document generation, email communications, and workflow patterns.
The ability of AI agents to call external functions or APIs during conversations. Switchboard agents use tools to look up data, book appointments, update records, and take real actions.
An event that initiates a workflow automation. Triggers can be time-based (schedules), data-based (status changes, field updates), or external (API calls, email receipt).
Artificial intelligence technology that enables natural voice conversations. Switchboard Voice uses speech-to-text (Deepgram) and text-to-speech (ElevenLabs) to handle phone calls with natural-sounding AI agents.
An automated message sent from one system to another when a specific event occurs. SwiftCase can send webhooks to notify external systems of changes and receive webhooks to trigger internal workflows.
A sequence of steps that a case or process follows from start to finish. In SwiftCase, workflows define statuses, transitions, automations, and business rules that govern how work progresses.
The core SwiftCase component that executes automations, manages state transitions, and enforces business rules. The workflow engine supports 60+ automation actions and complex conditional logic.
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