Glossary

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Welcome to our glossary of specialized terms and phrases related to WhatCX and WhatsApp Cloud API. This resource is designed to help readers better understand and navigate the complex language often used in WhatCX and WhatsApp Cloud API.

Our glossary includes clear and concise definitions for a wide range of terms, as well as examples and explanations of how these terms are used in context. We have also included pronunciation guides for difficult or uncommon words, and cross-references to other terms in the glossary.

We hope that this glossary will serve as a valuable reference for anyone looking to learn more about WhatCX and WhatsApp Cloud API or expand their understanding of the specialized language used in this field. Whether you are new to the subject or an experienced professional, we hope that this glossary will help you gain a deeper understanding of the concepts and terminology used in WhatCX and WhatsApp Cloud API.

Active Sessions – An active session refers to the period of time that begins when a conversation is initiated by either a user or a business and lasts for 24 hours. This can include both UIC (User-initiated Conversation) and BIC (Business-initiated Conversation).
Agent – An agent is a representative of a business who responds to messages from customers. They are responsible for handling customer inquiries and providing information or assistance as needed.
Agent Name – Agent name refers to the name of the person representing a business or organization during a conversation. This person is often referred to as an “agent” because they are acting on behalf of the business or organization in a customer service or support role
Admin – An administrator is responsible for managing and overseeing the use of a tool or platform. They have the ability to monitor activity and performance, and have a broad understanding of how the tool is being used and its overall effectiveness. They are often the point of contact for any issues or concerns related to the tool and may be responsible for making changes or updates as needed.
Advance Filters – Advanced filters allow users to create a list of contacts based on specific criteria such as tags, contact creation date, sticky agents, first and last names, and more. These filters provide a more targeted and refined view of the data, making it easier to access and use specific information as needed.
App Key – An app key is a unique identifier that is used to authenticate and authorize access to an application or service. It is often used as part of the process of establishing a connection between the application and a server or other external resource. An app key may be a string of characters, a series of numbers, or some other type of code, and it is usually generated and provided by the developer of the application. The app key may be required to be included in requests made to the application or service in order to access certain features or functionality.
API Key – An API key is a unique identifier that is used to authenticate and authorize access to an API (Application Programming Interface). It is a code that is passed in by a computer system or application to access an API. The API key is used to track and control the usage of the API, and may be used to enforce usage limits or to charge for the use of the API. API keys are typically generated and provided by the API provider, and they may be required to be included in requests made to the API in order to access certain features or functionality.
Broadcast – Broadcast feature allows businesses to send bulk messages to their entire database of contacts on WhatsApp.
Bot – The bots module allows businesses to create and use automated chatbots to communicate with their customers on WhatsApp.
BIC (Business Initiated Conversation) – A business-initiated conversation is one that begins when a business sends a message to a customer outside of the 24-hour window. These types of conversations require the use of message templates and are charged at different rates depending on the customer’s location.
Call to Action – A call to action (CTA) is a term used to describe a specific instruction or request that is designed to prompt an immediate response or action from the reader or viewer.
Contacts – A contact is a person or business that communicates with a WhatsApp Business account using the API. Contact information, such as phone number and name, can be used to send and receive messages and perform other actions using the API.
Control – Control can be defined as the module which is currently in control of the ongoing conversation. Currently, in WhatCX, the control of a conversation can be with the Bot, Enquiry Bot, Feedback Bot, Broadcast Bot, Forms or a Human Agent.
Conversations – Conversations refers to the exchange of messages between a WhatsApp Business account and a contact. Conversations can involve one-on-one communication or group messaging and may include text, media, or other types of content. The WhatsApp Business API provides tools and features for managing and tracking conversations with contacts.
Convo Charges – Conversation charges refer to the fees associated with using the API to communicate with contacts. These charges may include fees for sending and receiving messages, as well as any additional services or features that are used as part of the conversation. The exact amount of the charges will depend on the specific usage of the API and may vary based on the volume of messages sent, the type of content included in the messages, and other factors.
Control TimeOut – Control Timeout is referred to as the time limit after which the control of the conversation changes from any automated bot to the online human agent.
Custom Fields – Custom fields are additional data fields that can be created by an administrator in the WhatCX platform. These fields can be used to capture and store specific information about contacts, such as business-specific or customer-specific details. Custom fields can be added to conversations with individual contacts in order to track and manage this information, and they can be used to organize and filter contacts in the platform.
Custom Tags – Custom tags are labels that are created by an administrator and can be used to differentiate between customers. These tags can be assigned to individual contacts or groups of contacts and can be used to organize and classify customers based on specific criteria. Custom tags can be useful for identifying and tracking different types of customers and for providing more targeted and personalized service.
Custom Labels/Chat Labels – Custom Labels/Chat labels are labels that can be applied to conversations on WhatsApp to help organize and classify them. These labels can be used to categorize conversations by topic, priority, or any other relevant criteria, making it easier to find and manage conversations within the app. Chat labels can be created and customized by the user and can be applied to individual conversations or to groups of conversations.
Element Code Name – It is a unique code for your template. This can contain only alphanumeric characters and underscores. Spaces are not allowed.
Enquiry – Enquiry is for addressing the requests for information or assistance made by a customer to a company. It is typically triggered when a customer has an issue or concern that has not been resolved by an agent, and they want to speak to someone with higher authority or expertise to address the matter in more detail.
Enquiry SLA – Enquiry SLA (Service Level Agreement) refers to the timeframe within which a reminder will be sent to follow up on an enquiry or request made by a customer or client. This time frame is typically set by the business or organization in order to ensure that enquiries are addressed in a timely and efficient manner. The enquiry SLA may vary depending on the type of enquiry or the level of priority it is given.
Feedback – The feedback is a feature that allows businesses to gather customer feedback on their customer service agents.
Forms – Forms is a module in WhatCX that allows businesses to create and trigger forms for capturing customer data through WhatsApp.
Global Settings – Global settings refer to a set of configuration options that apply to the API as a whole and that control the behavior and functionality of the API. Global settings may include things like default values for certain parameters, rules for how the API should handle certain types of requests, or other settings that apply across the entire API.
History – The history of a contact in the system refers to a record of all interactions and activities that have occurred with that contact. This can include the creation date of the contact, the dates and times of broadcasts that were scheduled for the contact, and any other interactions or communication that took place
Integrations – Integration with a CRM (customer relationship management) system refers to the process of connecting the API with a CRM platform in order to exchange data and facilitate communication between the two systems. Integrating the WhatsApp Business API with a CRM can allow businesses to more easily manage customer interactions and communications, as well as to track and analyze customer data.
Intent – Intent refers to a specific action or goal that is defined as part of the configuration of different modules within the WhatCX platform. Intents can be used to specify the trigger points or conditions that will initiate certain actions or responses within the platform
Lifetime Investment – Lifetime investment is a term used to describe the total amount of money that has been spent on a particular contact across all channels and platforms. This may include expenses related to communication via the WhatsApp Business API (BIC), usage of the WhatsApp Business API for customer service (UIC), and integration with the WhatCX platform.
Marketing Template – Marketing templates are used for promotional or marketing purposes and may include things like newsletters, product announcements, or special offers.
Notes – The “Notes” feature in Conversations allows agents to write specific notes related to a contact for future reference.
Office Hours – Office hours is a feature in the WhatCX platform that allows an administrator to set specific times during which their team members are available to handle customer messages and inquiries. When a customer sends a message outside of these designated office hours, an automated response can be configured to be sent to the customer, letting them know that the team is not currently available to respond.
OTP Template – OTP templates are used to send one-time passwords or other secure codes as part of an authentication or verification process.
QR & Widgets – The QR and Widget module in WhatCx allows businesses to create and manage multiple QR codes for use in marketing campaigns.
Template – A template is a pre-defined message or set of messages that can be sent to a customer or group of customers. Templates can be created and managed using the WhatsApp Business API, and they can be customized to fit the needs of a particular business or use case
Template Label – It is basically the name of the template that define what use-case does this template serves e.g Account update, OTP, etc in 2-3 words
Template Category – Template categories are used to classify and organize templates based on their purpose or intended use. There are typically three main categories of templates: marketing, transactional, and OTP (one-time password).
Template Type – Template type refers to the format or type of content that is included in a template. There are several different template types that can be used, including text, image, document, and video
Params – Params are values or variables that are passed into a function, method, or other block of code in order to control or customize its behaviour.
Quick Replies – Quick Replies are buttons that are added to WhatsApp messages which allow users to send messages without having to type them out.
Reserved Balance – Reserved Balance can be defined as the amount which Is locked and reserved in the wallet. An amount is reserved for a scheduled broadcast to carry on with the broadcast for when it is scheduled.
Roles and Permissions – The “Roles and Permissions” module in the admin section allows administrators to assign specific roles and permissions to individual agents and teams. This allows administrators to control which actions and tasks each agent or team is able to perform, based on their role within the organization. For example, an administrator may give certain agents or teams the permission to access and modify customer data, while others may only have permission to view the data.
Super Admin – The super admin is the owner of the platform and has complete control over the product setup and configuration. The super admin is responsible for managing and organizing all aspects of the product, including the permissions and roles of other administrators and agents. The super admin is also typically the point of contact for receiving updates and notifications about changes or updates to the product. As the highest level of authority within the platform, the super admin is responsible for ensuring that the product is running smoothly and efficiently, and for making any necessary adjustments or changes to optimize its performance.
Sticky Agents – A sticky agent is a default agent assignment that is applied to a particular contact or action within the platform. This means that when a contact or action is assigned to a sticky agent, that agent will be the primary point of contact or responsible for handling the action, unless otherwise specified.
Sticky Teams – A sticky team is a default team assignment that is applied to a particular contact or action within the platform. This means that when a contact or action is assigned to a sticky team, that team will be the primary group responsible for handling the contact or action, unless otherwise specified.
Teams – A team may be composed of agents who are responsible for handling a specific department or area of the business. Teams may be organized by function, such as a customer service team or a sales team, or they may be organized by project or focus area.
Tier – A tier refers to a level or category of service or usage. The WhatsApp Business API is typically available in several different tiers, each with its own set of features and limitations. The exact nature of the tiers and the features that they include may vary, but they may include things like different levels of access to the API, different limits on the number of messages that can be sent or received, or different pricing structures. The tier that a business or organization is placed in may depend on factors such as the volume of messages they plan to send, the specific use case for the API, and other considerations.
Transactional Template – Transactional templates are used for communication related to transactions or other business interactions, such as order confirmations or shipping updates.
Trigger – A trigger is an event or condition that initiates some action or response. Triggers can be used to automate certain processes or to send messages or perform other actions based on certain criteria being met. For example, a trigger might be set up to send a message to a customer when their order is shipped, or to send a notification to an agent when a customer message is received. Triggers can be created and managed using the WhatsApp Business API, and they can be customized to fit the needs of a particular business or use case.
UIC (User Initiated Conversation) – A user-initiated conversation is one that begins in response to a message from a customer. Businesses can send unlimited messages within a 24-hour window to a customer without incurring additional charges.
Users – A user is a representative of a business who responds to messages from customers. They are responsible for handling customer inquiries and providing information or assistance as needed.
Wallet – The Wallet feature allows you to store and manage payment information, such as your debit or credit card information, within the app. You can use this feature to make payments and do recharges.
Welcome Message – A welcome message is a message that is sent to a new user or customer as a way of introducing them to a product, service, or community.
WhatsApp Profile – A WhatsApp profile is a profile associated with a WhatsApp account. It includes information about the business, such as their name and profile photo, as well as a status message that can be updated by the user.