# Glossary & FAQ

> Quick definitions of the words you'll see in Facilio Work Coordination, and answers to the questions teams ask most.

*From the Facilio Work Coordination Guide — https://facilio.com/help/work-coordination-guide/faq/*

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## Glossary

| Term | What it means |
| --- | --- |
| **Atom** | The AI inside Facilio Work Coordination. You talk to Atom to change the Coordinator's rules. The ✦ sparkle marks anything Atom did |
| **Coordinator** | The agent that sends jobs out and chases them, following your rules. Each account has one |
| **Job** | A ticket assigned to a technician or vendor, plus what the Coordinator keeps track of for it: arrival, due date, chases and the invoice |
| **Vendor** | The technician or contractor a job is sent to |
| **Rules** | What the Coordinator does at each stage of a job, written in plain language |
| **Stage of a job** | One moment in a job's life, such as **When a job is assigned** or **When they go quiet**, with its own rules |
| **Extra rules** | What the Coordinator does when the main rule doesn't work, in order. Shown under `View rules`, and counted as **+1 rule** on the Coordinator page |
| **Good to know** | A note on a stage that's worth spelling out but isn't a rule |
| **Value** | A choice inside a rule, such as a time, a channel, a person or an amount. Shown as a blue chip |
| **Needs input** | A value Atom had to guess and needs you to confirm |
| **Open question** | Something Atom needs you to answer before it can finish the rules |
| **Stage** (on a ticket) | Where the job is: Open, Assigned, Scheduled, In progress, Completed, Closed or Cancelled |
| **Chase** | A follow-up when the vendor hasn't replied, such as a call. **Next chase** on a ticket shows when the next one is due |
| **Timeline** | Everything that happened on a job, newest first |
| **Data source** | A connected system, such as Facilio CMMS, that tickets or technicians sync in from |
| **Credits** | The allowance the Coordinator uses for each call, chat and email |

## Frequently asked questions

### Do we have to type jobs in?

No. Tickets sync in from the system your team already uses, such as Facilio, through [Data Sources](https://facilio.com/help/work-coordination-guide/settings/#data-sources). The Coordinator starts working on a job once it's assigned.

### How do we change what the Coordinator does?

Open **Coordinator**, click `Edit rules` and tell Atom in plain words. Atom rewrites the stages that need to change. See [Change the rules](https://facilio.com/help/work-coordination-guide/coordinator/#change-the-rules).

### Do we need to save or publish changes to the rules?

No. Each change Atom makes is saved straight away, and the version number in the top bar goes up by one.

### Can we undo a change to the rules?

Tell Atom what you want instead, for example *"Go back to waiting two hours before calling."* To check what the last change did, click `What changed`.

### Why does a stage say Needs input?

Atom had to guess a value, for example who signs off quotes. Rest the pointer on the badge to see what it's using for now, and answer Atom's questions to confirm it. See [Answer Atom's questions](https://facilio.com/help/work-coordination-guide/coordinator/#answer-atoms-questions).

### Where do I see what Atom did on a job?

Open the ticket in **Tickets**. The **Coordination** tab shows where the job stands, and the **Timeline** tab lists every step. See [Follow a job from start to finish](https://facilio.com/help/work-coordination-guide/tickets/#follow-a-job-from-start-to-finish).

### Where are the calls, chats and emails with vendors?

In the [Inbox](https://facilio.com/help/work-coordination-guide/inbox/), under **Calls**, **Chats** and **Emails**.

### Why is the Status on a ticket different from its Stage?

**Status** is the ticket's own status, such as **In Progress**. **Stage**, on the **Coordination** tab, is where the job stands for the Coordinator, such as **Scheduled** with an agreed arrival time.

### Which channels can the Coordinator use?

Email, WhatsApp, SMS and calls, on the channels you've connected in [Settings](https://facilio.com/help/work-coordination-guide/settings/#channels-the-coordinator-sends-on). Rest the pointer on a channel chip in the rules to see which one it uses.

### We already use Facilio Helpdesk. Do we set up again?

You still go through a short onboarding, but Work Coordination already knows your website from your helpdesk setup, so you only need to confirm it.