A-Z Glossary
Key terms and concepts in customer engagement, omnichannel messaging, telephony, and business communication.
A
B
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.
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P
R
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.
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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