Plain-language meanings of the words used in Setaflow and in these docs, from Advance to Words we use.
The words you’ll see in Setaflow and in these docs, in alphabetical order. Each term links to the page where you can learn more.
Admin A role for a trusted manager. By default an Admin can do every action on every screen except billing. The Owner can narrow it. See Roles and access.
Advance The first payment after a quote, usually 30% of the total. It goes to the customer with the quote through Send with advance. It counts only once it is confirmed. See Quotes.
Advance lock A stage that a record can’t enter until enough advance is confirmed, for example Advance paid or Material ordered. Only the Owner can Override with a reason, and every override appears in the Monday review.
Advances to confirm The list of UPI, cash, cheque and bank-transfer payments the customer says are paid. The Owner or an Admin checks the bank and clicks Confirm. Razorpay payments confirm themselves. See Advances to confirm.
AI proposals A queue of actions suggested by AI agents, such as a message or a stage move, waiting for someone to approve, edit or reject. Only on plans that include it. See AI proposals.
AMC (Annual Maintenance Contract) A service contract with a set number of visits. It can start by itself when a record reaches Handed over. See Contracts.
Appointment A booked time with a customer, such as a site visit. Appointments live in the Calendar. See Calendar.
Approval A recorded “yes” from a customer, with who decided, when and a frozen copy of what they saw. See Approval types.
Breakdown call The field job created when you assign a technician to a complaint. See Complaints.
Certificate (service certificate) A PDF sent to the customer on WhatsApp when an AMC visit closes, with the work done, photos and the next visit date. Numbered SC- and six digits. See Certificates.
Chargeable A complaint not covered by an active AMC. The opposite is Covered by AMC.
Check questions Up to three short questions WhatsApp asks every new enquiry. The answers mark it Real, Junk or No reply; while answering it is Pending. See Check questions.
Check pending A Today card listing new leads still answering the check questions.
Collections Every record with money on it: total, paid, due now and overdue. See Collections.
Complaint A breakdown a customer reports. Numbered CMP- and six digits, marked covered or chargeable, and timed by a response clock. See Complaints.
Contact A person or business in your customer list. One contact can have many records. See Contacts.
Contract A customer’s AMC (or warranty): its plan, term, visits and renewal. Numbered like CON-2026-0001. See Contracts.
Contract plan A ready-made AMC you sell: price, duration, number of visits, days between visits and renewal notice. See Contract plans.
Custom field An extra field on records or contacts, such as roof type or system size. See Custom fields.
Desk A group of screens in the sidebar. There are three: Lead desk, Service desk and Money desk.
DONE What a technician replies on WhatsApp to close a job. Words like completed, finished and ho gaya work too.
Due A payment-plan line the customer now owes. See Invoices and dues.
Field job A piece of work: a site survey, installation, AMC visit or breakdown call. Numbered like T-1002. Technicians get and close them on WhatsApp. See Field jobs.
Handed over The won stage for most trades. Reaching it can start the AMC contract.
Inbox The shared chat screen where your team replies to customers from one business number. See Inbox.
Junk An enquiry whose check answer you marked as junk, such as a wrong number or Just checking. Junk leads are left out of the lead counts.
Lead An enquiry as it arrives, with its source. A lead becomes a contact when it is converted, by staff or by auto-convert after a Real check. See Lead sources.
Lead source Where an enquiry came from, such as WhatsApp, Facebook, IndiaMART, Justdial, Website, Referral or Walk-in.
Monday review The weekly review of what leaked: enquiries never answered, quotes open 7+ days, visits with no advance, dues over 30 days and renewals due. Each line has a name and a date. Sent every Monday morning on WhatsApp, by email and in the app. See Monday review.
No-login task collaborator The name in Settings for a technician or site person who never signs in and works on WhatsApp.
No next step A Today card listing open records with no follow-up planned.
No reply A check result: the customer stopped answering the check questions (after 2 hours by default).
Nudge An automatic reminder about a sent quote, on day 2, 5 and 9. Nudges stop when the customer writes, decides or pays.
Overdue A payment-plan line past its due date plus the plan’s grace days. See Overdue.
Override When the Owner moves a record past the advance lock, with a reason. Listed in the Monday review.
Owner The role with full access to a business. On a record, “Owner” can also mean the team member responsible for it. See Roles and access.
Payment plan How the price is split into lines, and when each falls due: on apply, after some days, or at a stage. See Payment plans.
Plan (subscription) What your business pays for: Pilot, Core or Multi-branch. It decides which screens your business has. Not the same as a contract plan or payment plan.
Quote A priced offer, numbered like Q-2026-14. Its status moves from Draft to Sent, Viewed, then Accepted, Rejected or Expired. See Quotes.
Razorpay The payment service Setaflow uses for payment links. Paid links are marked paid on their own. See Collect payments.
Real A check result: no answer marked the enquiry as junk.
Record The main item in Setaflow. One record holds one enquiry’s stage, quote, advance, payment plan, jobs and AMC. See Records.
Record type A kind of record with its own stages, such as Enquiry or Contract. See Record types and stages.
Renewal The next term of a contract. Reminders go out 60, 30 and 7 days before the end, with the renewal quote.
Response clock The time to first respond to a complaint, 30 minutes by default.
Role What a person may see and do: Super Admin, Owner, Admin or Staff. See Roles and permissions.
Send with advance The action that sends the quote PDF and the advance request in one WhatsApp message, with Approve quote and Need changes buttons.
Snooze Hiding a contact from Today’s follow-up cards until Later today or Tomorrow morning.
Staff The role for sales, office and accounts staff. View only by default.
Stage A step a record moves through, such as Enquiry → Checked → Visit booked → Visited → Quoted → Advance paid → Installed → Handed over. See Record types and stages.
Starter pack A ready-made setup for one trade, installed by the Setaflow team. It fills in your stages, check questions, plans and certificate. See Starter packs.
Super Admin The Setaflow team’s role. They set up your business and plan.
Technician Someone who does field jobs on WhatsApp, with no login. Added in Settings as a no-login task collaborator.
Template (message template) A pre-written WhatsApp or email message. WhatsApp templates must be approved by Meta before Setaflow can send them outside a 24-hour chat. See Templates.
Today Your home screen: the work waiting across every desk. See Today.
UTR The reference number of a bank or UPI payment. It helps the Owner or an Admin match a payment to the bank statement.
Visit A trip to the customer: a site visit before the quote, or an AMC service visit after handover.
Words we use The setting for your trade’s own words: what a record is called, the won stage and a visit. See Words we use.
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