Glossary - Comfort Hub handbook

Word	Means
ACH	A bank transfer made on the pay page. It shows as processing until it clears, days later.
ADP	The payroll provider. The pay calendar is parsed from the schedule PDF it publishes.
allowlist	The short list of email addresses that mail is allowed to reach. Everything else is redirected to the owner.
asset	A piece of equipment at a customer’s property. Same thing as equipment.
the assistant	A separate program that watches the owner’s email, drafts a reply in his voice and sends it to the app as a proposal. Nothing goes out until he approves it.
billable, warranty, subscription	The three kinds of line item. Only billable lines end up on an invoice.
billing decision	Supabase reading a work order’s lines and settling what happens to it. One billable line marks it draft, to be invoiced. Lines all covered by warranty or a subscription mark it non-billable. Nothing billable, plus a line that matches no QuickBooks product, is refused and flagged for a person, because marking it non-billable would write off work that may be owed.
callback request	A caller who chose to be called back instead of waiting. The engine files it, a person works it, and it is marked done.
certificate	A PDF the engine writes for a completed visit whose checklists all share the Maintenance or the Commissioning category. See Certificates.
check	One question the monitor asks on a clock, such as “is any cancelled work still collectible?”. The list is Monitor checks.
checklist category	Maintenance or Commissioning, set on the checklist template. It decides whether a completed visit earns a certificate. See Certificates.
closed switch	The one setting that makes the phone say the office is closed regardless of the hours table. See Opening hours and holidays.
completion note	The note a technician writes when completing a job. It starts from a template chosen by the job type, which the office can reword. See Complete a work order.
condition	One problem on one record, found by a check and held open until a later run of the same check finds it gone. Each one is a Sentry issue.
converts to asset	A flag on a product. An install line for such a product becomes a piece of equipment on the customer when the job is completed.
correlation id	The one id the engine stamps on everything a single request or queued message caused, so the whole trail can be followed across the ledgers, the emails and Sentry. A message that arrives without one is given a fresh one.
covered item	A product a subscription pays for. A visit whose lines are all covered items is not billed.
the CRM	Zoho. The two words mean the same system. Handbook pages say Zoho; Systems and Reference pages may say the CRM.
crosswalk	The table that remembers which Zoho record is which Supabase record. Rows are never deleted, only marked.
dead letter	A queued job that failed too many times and was parked. The Unfinished work check opens a condition for it, so it shows up in Sentry.
delete policy	What the engine does when the CRM deletes a record: deactivate the copy here, delete it here, or refuse and raise a flag. Set per module on Sync rules by module.
department	A group of phone agents a caller reaches by pressing a digit, with its own weekly hours, ring length and holiday list. See How the phone works.
echo guard	How a push to the CRM avoids bouncing back as a change: the engine stores a fingerprint of what the CRM ended up holding, so the CRM’s own notification about that write is recognised and ignored.
the engine	Supabase: the database and the automation around it.
escalated	A condition that opened as for review and was found urgent by a later run of its check.
the evaluator	The monitor’s worker that, once a minute, books every check that is due and runs the quick ones itself.
expand and contract	The safe way to change the database: add the new column first and stop reading the old one, then remove the old one in a later deployment, so no running code reads a column that is not there.
finding	One difference the nightly sweep recorded between a record here and its twin in the CRM. See Fix a record that did not sync.
for review	The lighter of the two weights a condition can have. Sentry emails it once, when its spell opens.
Helcim	The card processor behind the pay page. It also posts the payment into QuickBooks itself; the engine never writes that payment.
human-review flag	A mark the engine leaves on a ledger line when it stopped rather than guess, and a person has to rule. It is not only about money: a push the CRM refused for good, a record from the CRM this side would not accept, an email, text or push whose outcome is unknown, a blocked vendor login, and a payment whose effect is uncertain all raise one. The Human review check turns each open flag into a condition, so it shows up in Sentry until a person closes it.
integration ledger	The engine’s record of every attempt to talk to another system: what was sent, whether it worked, the error, and whether a person was wanted. See What replaces the audit log.
lead	Someone who might become a customer.
line item	One part or one block of labour on a work order.
the maintenance worker	The monitor’s worker that runs the slow checks, two at a time, from a queue the evaluator fills.
the monitor	The part of the engine that watches the business and the engine itself: the checks, the open conditions, and the three workers behind them. See How the monitor works.
no-show	The mark a technician puts on an appointment when nobody was there. It locks the work order in the app until someone unlocks it, and it is carried to the CRM. It invoices nothing and cancels nothing.
the notifier	The monitor’s worker that hands each opened, escalated or recovered condition to Sentry and does not let go until Sentry confirms an issue exists.
off, rehearsing, live	The monitor’s three settings. Off runs nothing. Rehearsing runs every check and records conditions but sends none of them to Sentry. Live does both.
the ops function	The part of the engine that answers the monitor’s three workers, the review route and the uptime check. Nothing a person uses day to day talks to it.
pay calendar	The year’s pay periods and holidays, parsed from ADP’s PDF. Timesheets read it.
pay page	The web page a customer opens from the invoice email to pay. Runs on Helcim.
phone agent	A person who takes calls on the office line. Each one has an extension, belongs to departments, and answers in the app.
the pipeline	The invoices between being raised and being settled. The daily pipeline digest push names each state holding something: an invoice in progress for more than a week, one paid but never sent, one paid with no receipt, and a duplicate invoice number. See Notifications we send.
public door	The engine’s web interface that the app reads and writes through. Every request is checked against who is signed in.
purchase order	Parts bought for one work order, usually a counter pickup, recorded in the app with its own number and copied to the CRM. Not the same as a stocking order.
push	A notification on a technician’s phone.
QuickBooks id	The number QuickBooks gives a customer, a product, an invoice or a payment. The engine keeps it in the crosswalk, and Zoho shows it on the record.
reconciler	The tool that, run on purpose, fixes findings by copying the CRM’s value here. It never runs on its own.
required actions	The rings at the top of a work order in the app: forms, serials, photos. All must be done before Complete.
route optimisation	The overnight job that puts a day’s appointments in driving order for each technician. It runs for a day on which some technician holds three or more appointments.
Sentry	The outside service that holds every crash and every condition as an issue, asks the engine once a minute whether it is serving, and emails the owner. See Sentry.
settle job	The step that, after a pay-page payment, finds the payment QuickBooks holds and finishes the paperwork here and in the CRM. See Take a payment.
spell	One stretch of a condition being open, from opened to recovered. The same problem coming back is a fresh spell and a fresh Sentry issue.
the stand-in technician	A fake, switched-off technician the uptime check logs in as, to prove a technician can still read their work. Its one work order is cancelled and belongs to no customer.
stocking order	An order sent to a supplier for parts, made from a stock list. Not the same as a purchase order.
super admin	The highest app role. Super admins receive the engine’s own pushes, such as a Twilio error.
sweep	The nightly comparison of every mirrored module here against the CRM. It writes findings; it changes nothing.
sync	The mirror between Zoho and Supabase. Two directions, one minute, never loops.
TaskRouter	Twilio’s system of queues and workers that decides which phone agents ring for a call. The engine writes its shape from the departments here.
territory	A map area. A property falls into one; technicians are scheduled by it.
time-sensitive	A push that iPhone shows through Do Not Disturb. Used for the pushes a technician must not miss.
tombstone	A retired pairing between a record here and its CRM twin, kept with the reason it was retired so the same twin is never re-paired by mistake.
the uptime check	Sentry, from outside, asking the engine once a minute whether the stand-in technician can read their work and whether the monitor is keeping up.
urgent	The heavier of the two weights a condition can have. Sentry emails every urgent event: the opening and any escalation.
webhook	A message a vendor (QuickBooks, Stripe, Zoho, Twilio) sends us when something happened on their side.
the widgets	The screens embedded inside Zoho: the Service calendar, the sales scheduler, and the actions on a new lead.
worker	The record on Twilio’s side that stands for one phone agent. TaskRouter rings the worker and the app is what actually rings. The engine writes it; nobody makes one by hand.
writer lock	A rule that only one of the jobs that write to the crosswalk runs at a time, so the sweep and the crosswalk bootstrap never overlap.

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