Glossary

A-Z Glossary

Key terms and concepts in customer engagement, omnichannel messaging, telephony, and business communication.

2 A B C D E G H I K N O P R S T U W

2

24-Hour Messaging Window

WhatsApp's rule limiting free-form replies to 24 hours after the last customer message.

A

Agent Handoff

Transferring a conversation from a bot or AI to a human agent.

API Key

A unique identifier used to authenticate API requests.

B

Bounce Rate

The percentage of messages that fail to reach recipients.

Broadcast Campaign

A mass messaging campaign sent to a large audience simultaneously.

BSP (Business Solution Provider)

An official Meta partner authorised to provide WhatsApp Business API access.

C

CDP (Customer Data Platform)

A system that unifies customer data from multiple sources into a single profile.

CES (Customer Effort Score)

A metric measuring how easy it was for a customer to resolve an issue.

Chat Transfer

Moving an active conversation from one agent or team to another.

Click-to-Call

A button that initiates a phone call directly from a website or app.

Collision Detection

Preventing two agents from replying to the same conversation simultaneously.

Conversation Routing

Automatically directing incoming conversations to the right agent or team.

CRM (Customer Relationship Management)

Software for managing customer interactions, data, and relationships.

CSAT (Customer Satisfaction Score)

A metric measuring customer satisfaction with a specific interaction.

D

DLT (Distributed Ledger Technology for SMS)

A mandatory registration system for commercial SMS in India.

E

Escalation Rules

Automated triggers that escalate conversations when SLAs are at risk.

G

Green Tick Verification

The official verification badge for WhatsApp Business accounts.

H

HIPAA

US healthcare privacy regulation governing protected health information.

I

IVR (Interactive Voice Response)

An automated phone system that routes callers using voice or keypad input.

K

Knowledge Base

A structured repository of information used by agents and AI bots.

N

NPS (Net Promoter Score)

A metric measuring customer loyalty based on likelihood to recommend.

O

Omnichannel

A unified customer experience across all communication channels.

Opt-In

Explicit consent from a user to receive messages from a business.

P

Promotional SMS

Marketing text messages sent to promote products or offers.

PSTN (Public Switched Telephone Network)

The traditional circuit-switched telephone network.

R

REST API

An architectural style for building web APIs using HTTP methods.

Round-Robin Routing

Distributing conversations equally among available agents in rotation.

S

SDK (Software Development Kit)

A collection of tools and libraries for building applications on a platform.

Sender ID

The name or number displayed as the sender of an SMS message.

SIP (Session Initiation Protocol)

A signalling protocol for initiating and managing voice and video calls.

SIP Trunking

A service that connects a business phone system to the PSTN via the internet.

SLA (Service Level Agreement)

A commitment defining response and resolution time targets for support.

SOC 2

A security compliance framework for service organisations.

Social Monitoring

Tracking brand mentions across social media platforms.

T

Transactional SMS

Non-promotional text messages triggered by user actions or system events.

U

Unified Inbox

A single workspace where conversations from every channel are managed together.

W

Webhook

An HTTP callback that sends real-time event notifications to your server.

WebRTC

A browser technology enabling real-time voice and video without plugins.

WhatsApp Cloud API

Meta's hosted version of the WhatsApp Business API.

WhatsApp Message Template

A pre-approved message format required for initiating WhatsApp conversations.

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