Glossary

An automation workflow is a series of automated actions triggered by specific events in your CRM system. It eliminates manual work by automatically moving leads, sending follow-ups, and updating stages based on customer behavior.

Broadcast 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.

A 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.

A 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 are Facebook and Instagram advertisements with a 'Send WhatsApp Message' button that directly opens a WhatsApp chat with your business when clicked.

Conversion 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 (Customer Relationship Management) is software that helps businesses organize, track, and manage interactions with leads and customers throughout the sales process.

CSAT 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 is the process of dividing customers into groups based on shared characteristics like behavior, demographics, or purchase history to deliver targeted marketing messages.

A drip campaign is a series of pre-written messages sent automatically at set intervals to nurture leads over time. On WhatsApp, drip campaigns use template messages to maintain engagement with higher open rates than email.

Green Tick Verification is WhatsApp's verified business badge that displays a green checkmark next to your business name, confirming authenticity to customers and building trust in your communications.

Interactive Messages are WhatsApp messages with clickable elements like buttons and lists that let customers respond by tapping options instead of typing, increasing engagement by 40%+ over plain text messages.

Lead nurturing is the process of building relationships with prospects through timely, relevant communication until they're ready to make a purchase decision.

Lead 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.

Multi-Agent Support allows multiple team members to simultaneously manage customer conversations on a single WhatsApp Business number, ensuring seamless handoffs and consistent service quality.

Net Promoter Score (NPS) is a customer loyalty metric measured by asking 'How likely are you to recommend us?' on a 0-10 scale. Scores 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.

Opt-in is explicit customer consent to receive marketing messages from a business, required by WhatsApp Business API before sending promotional content to avoid account suspension.

Response Time is the duration between when a customer sends an inquiry and when your business replies. On WhatsApp, responding within 5 minutes can increase conversion rates by up to 21x compared to slower responses.

A 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 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.

A 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 are pre-approved message formats for WhatsApp Business API that allow businesses to initiate conversations with customers outside the 24-hour session window.

WhatsApp 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 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 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.