--- title: crowdEngage Glossary description: a glossary of common crowdEngage terms --- [Skip to content](https://support.encorepro.com/crowdengage-glossary#main-content) [Get Help](https://support.encorepro.com/kb-tickets/new?hsLang=en) [Customer portal](https://support.encorepro.com/portal?hsLang=en) [![EP Support](https://support.encorepro.com/hs-fs/hubfs/EP%20Support.png?width=175&height=43&name=EP%20Support.png)](https://support.activitystream.com/?hsLang=en) - [Encore Pro](https://support.encorepro.com/) - Yesplan Show submenu for Yesplan - [Manual](https://manual.yesplan.be) - [Learning](https://learning.yesplan.be) - [Portal](https://support.encorepro.com/portal) - Legacy Tools Show submenu for Legacy Tools - [Activity Stream](https://support.encorepro.com/activity-stream) - [crowdEngage](https://support.encorepro.com/crowdengage) Open main navigation Close main navigation - [Encore Pro](https://support.encorepro.com/) - Yesplan Show submenu for Yesplan - [Manual](https://manual.yesplan.be) - [Learning](https://learning.yesplan.be) - [Portal](https://support.encorepro.com/portal) - Legacy Tools Show submenu for Legacy Tools - [Activity Stream](https://support.encorepro.com/activity-stream) - [crowdEngage](https://support.encorepro.com/crowdengage) - [Get Help](https://support.encorepro.com/kb-tickets/new) - [Customer portal](https://support.encorepro.com/portal) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://support.encorepro.com/?hsLang=en) 2. [crowdEngage](https://support.encorepro.com/crowdengage?hsLang=en) 3. [Resources](https://support.encorepro.com/crowdengage?hsLang=en#resources) # crowdEngage Glossary ## The words of crowdEngage, in plain terms. If a term in another article isn't landing, it's defined here. **Event** — A show or production, e.g. *Matilda*. An event contains one or more performances. **Performance** — A single dated showing of an event. A run of *Matilda* might have 30 performances. The product sometimes calls this an **instance** — same thing. **Flow** — The full set of messages one performance sends to its ticket holders. One flow per performance. A flow holds as many steps as you need. → [How flows work in crowdEngage](https://support.encorepro.com/how-flows-work-in-crowdengage?hsLang=en) **Step** — One message inside a flow — an SMS or an email. Each step has its own send time and its own recipients. **Default Flow** — A flow crowdEngage attaches to every performance automatically, so nothing is left unassigned. Empty by default; empty means nothing sends. **Criteria / Criteria Builder** — The rule that decides who receives a message, sees a menu, or sees an FAQ. Built with the Criteria Builder. Values must match your ticketing system exactly. → [Target recipients with the Criteria Builder](https://support.encorepro.com/target-recipients-with-the-criteria-builder?hsLang=en) **Customer tag / Constituency** — A label on a customer in your ticketing system — member, access booker, donor. Tessitura calls these **constituencies**. Usable as criteria. → [Use customer tags / constituencies](https://support.encorepro.com/use-customer-tags-/-constituencies?hsLang=en) **Merge tag** — A placeholder in a message, like `{{ customer.first_name }}`, that crowdEngage fills in per customer from your ticketing system. → [Merge tag reference](https://support.encorepro.com/merge-tag-reference?hsLang=en) **Mobile ticket** — The digital ticket a customer opens from their text link: their QR code plus tabs for directions, FAQs, pre-orders and more. → [The mobile ticket explained](https://support.encorepro.com/the-mobile-ticket-explained?hsLang=en) **Visit URL** — The customer's unique link to their mobile ticket, added to a message with the    ```{{ your_visit_url }}` tag. **Menu** — A grouped selection of products a customer can order from, with its own open/close times and audience. → [Create a menu](https://support.encorepro.com/create-a-menu?hsLang=en) **Product** — An individual item you sell — a pint, a G&T, a programme. Products go into menus. → [Set up your products](https://support.encorepro.com/set-up-your-products?hsLang=en) **Modifier** — An option offered on a product at order time, e.g. single or double, choice of tonic — optionally with an added charge. **POS** — Point of Sale: your till system. Also known as **EPOS** When integrated, products pull in and orders push back automatically. → [Supported POS integrations](https://support.encorepro.com/supported-pos-integrations?hsLang=en) **Timing offset** — Times in crowdEngage are set relative to the performance start, in minutes: **-60** is an hour before, **0** is start, **+60** is an hour after. Used for message send times and menu open/close times. - [Get Started](https://support.encorepro.com/get-started?hsLang=en) - [Shows](https://support.encorepro.com/shows?hsLang=en) - [Audience](https://support.encorepro.com/audience?hsLang=en#main-content) - [Segments](https://support.encorepro.com/audience?hsLang=en#segments) - [Lists](https://support.encorepro.com/audience?hsLang=en#lists) - [Campaigns](https://support.encorepro.com/campaigns?hsLang=en#main-content) - [Email](https://support.encorepro.com/campaigns?hsLang=en#email) - [SMS](https://support.encorepro.com/campaigns?hsLang=en#sms) - [Lead Capture](https://support.encorepro.com/campaigns?hsLang=en#lead-capture) - [Automations](https://support.encorepro.com/automations?hsLang=en) - [Dashboards](https://support.encorepro.com/dashboards?hsLang=en) - [Yesplan](https://support.encorepro.com/yesplan?hsLang=en) - [Activity Stream](https://support.encorepro.com/activity-stream?hsLang=en#main-content) - [Access & Navigation](https://support.encorepro.com/activity-stream?hsLang=en#access-navigation) - [Dashboards & Overviews](https://support.encorepro.com/activity-stream?hsLang=en#dashboards-overviews) - [Customers & Segmentation](https://support.encorepro.com/activity-stream?hsLang=en#customers-segmentation) - [Campaigns & Email](https://support.encorepro.com/activity-stream?hsLang=en#campaigns-email) - [Working with Activity Stream](https://support.encorepro.com/activity-stream?hsLang=en#working-with-activity-stream) - [Integrations](https://support.encorepro.com/activity-stream?hsLang=en#integrations) - [crowdEngage](https://support.encorepro.com/crowdengage?hsLang=en#main-content) - [Messaging](https://support.encorepro.com/crowdengage?hsLang=en#messaging-1) - [Preorders](https://support.encorepro.com/crowdengage?hsLang=en#preorders) - [Mobile Ticket](https://support.encorepro.com/crowdengage?hsLang=en#mobile-ticket) - [Templating](https://support.encorepro.com/crowdengage?hsLang=en#templating) - [Resources](https://support.encorepro.com/crowdengage?hsLang=en#resources) [![encore-logo-black-1](https://support.encorepro.com/hs-fs/hubfs/encore-logo-black-1.png?width=200&height=30&name=encore-logo-black-1.png "encore-logo-black-1")](https://www.activitystream.com) [mailto:support@activitystream.com](mailto:support@activitystream.com) Copyright © 2026, Encore Pro