Glossary
Every term you need to know about WhatsApp CRM, sales automation, and lead management.
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Broadcast Messaging
WhatsAppBroadcast Messaging is sending a single message to multiple contacts simultaneously via WhatsApp Business API. Recipients receive individual messages and cannot see other recipients, making it ideal for promotions and announcements.
BSP (Business Solution Provider)
WhatsAppA BSP (Business Solution Provider) is a company authorized by Meta to provide WhatsApp Business API access to businesses, handling technical setup, message routing, and compliance requirements.
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Chatbot
WhatsAppA chatbot is an automated conversational agent that handles customer queries through text-based interactions, using either pre-programmed responses or AI to simulate human conversation.
Click-to-WhatsApp Ads
MarketingClick-to-WhatsApp Ads are Facebook and Instagram advertisements with a 'Send WhatsApp Message' button that directly opens a WhatsApp chat with your business when clicked.
Conversion Rate
SalesConversion Rate is the percentage of leads that become paying customers. It's calculated by dividing customers acquired by total leads received, then multiplying by 100.
CRM
SalesCRM (Customer Relationship Management) is software that helps businesses organize, track, and manage interactions with leads and customers throughout the sales process.
CSAT Score
CRMCSAT Score (Customer Satisfaction Score) measures customer satisfaction after interactions or purchases, typically rated 1-5 or through emojis, helping businesses track service quality and customer happiness.
Customer Segmentation
MarketingCustomer Segmentation is the process of dividing customers into groups based on shared characteristics like behavior, demographics, or purchase history to deliver targeted marketing messages.
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Lead Nurturing
SalesLead nurturing is the process of building relationships with prospects through timely, relevant communication until they're ready to make a purchase decision.
Lead Scoring
SalesLead scoring assigns numerical values to leads based on their behavior, demographics, and engagement level to help sales teams prioritize follow-ups and focus on prospects most likely to convert.
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Sales Pipeline
SalesA sales pipeline is a visual representation of where prospects are in your sales process, from initial lead to closed deal. It helps businesses track and manage potential customers through each stage of the buying journey.
Session Messages
WhatsAppSession Messages are free-form WhatsApp messages sent within 24 hours of a customer's last message, without requiring pre-approved templates. They enable natural conversation flow for instant customer support and sales interactions.
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Team Inbox
CRMA Team Inbox is a shared messaging workspace where multiple team members can view, respond to, and manage customer conversations from a single WhatsApp number or messaging channel.
Template Messages
WhatsAppTemplate Messages are pre-approved message formats for WhatsApp Business API that allow businesses to initiate conversations with customers outside the 24-hour session window.
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WhatsApp Business API
WhatsAppWhatsApp Business API is Meta's official interface that allows businesses to send automated messages, handle customer service, and integrate WhatsApp with CRM systems at scale.
WhatsApp Catalog
WhatsAppWhatsApp Catalog is a built-in feature that lets businesses showcase their products or services directly within WhatsApp chats, allowing customers to browse, view prices, and make inquiries without leaving the app.
WhatsApp Flows
WhatsAppWhatsApp Flows are interactive, multi-step forms built within WhatsApp that let businesses collect customer information like bookings, surveys, and registrations without redirecting users to external websites.