THE WORDS BEHIND THE WORK
Chatter terms, in plain English.
Chatter terms describe the writing, sales and teamwork behind subscriber conversations. PPV means pay-per-view content; a persona document sets the approved voice; a handover keeps the next shift informed. Use this glossary while you practise. It explains how the terms are used here, not every employer’s policies or contract definitions.
PPV (pay-per-view)
Content offered for a separate payment to unlock it. Use the creator’s approved description and price, and never imply an unlock includes something it does not.
Mass message
A message sent to several subscribers through the account’s messaging tools. Follow the account’s process and avoid making a group message sound like a personal fact you do not know.
Persona document
The creator-approved guide to voice, personal facts and boundaries. It tells an agent how to write consistently without inventing the creator’s life.
Handover
A short record that helps the next shift continue a conversation. Include the current topic, relevant preferences, offer status and the next action.
Net sales
The sales amount used as the basis for commission after the deductions defined by the agreement. Read the contract for the exact calculation; a headline sales total is not necessarily the commission base.
Commission
Pay calculated as a percentage of eligible sales. The rate and sales definition must come from the actual pay agreement.
CRM
Customer relationship management software or records used to organise subscriber information and conversation notes. Store only what the account’s policy permits.
Re-engagement
A respectful attempt to restart a quiet conversation. Use relevant context without guilt, repeated pressure or invented emergencies.
Upsell
Offering an additional or higher-value item that matches a subscriber’s interest. The offer must be accurate, approved and easy to decline.
Retention
Keeping subscribers interested in continuing their subscription or engagement. Good continuity and respecting preferences matter more than pressuring someone to stay.
SOP (standard operating procedure)
The team’s written instructions for a recurring task. Follow the current procedure for topics such as offers, handovers, moderation and escalation.
Shift
The scheduled work period when an agent handles their assigned conversations. A remote role can still have fixed shifts and attendance requirements.
Approved voice
The tone and language the creator has agreed agents can use. It comes from the persona document, not an agent’s assumptions.
Boundary
A limit on what may be discussed, promised or provided. Creator boundaries and a subscriber’s refusal must be respected.
Escalation
Passing an issue to the team member or process responsible for it. Use it when a message is outside your authority or the account’s safety procedure calls for support.
Offer
An accurate invitation to purchase approved content at the stated price. It is not permission to promise private contact, meetings or unapproved material.
Subscriber (fan)
A person with access through the creator’s subscription or account relationship. In these exercises, “fan” is simply the conversational term for that person.
Content catalogue
The account’s list of available content and approved descriptions. Check it before answering questions about what an item includes.
Simulated chat
A training or assessment conversation rather than a live subscriber chat. The Academy assessment includes an AI fan; this site instead provides written practice examples.
Confidentiality
Keeping private account, creator and subscriber information within the authorised workflow. Never use real private messages as public practice material.
Put the words into a real decision.
Try the offer exercise or write a handover. For the software used in the role, read Bunny Academy’s tools guide. For compensation details, use its salary guide and the actual contract.