Glossary
Glossary
Short, sourced definitions of the terms that come up when you automate lead response, messaging and bookings.
- 24-hour customer service window
- The period after a customer's last message in which a business may reply freely on WhatsApp.
- A2P 10DLC
- The US registration system for business text messages sent from ordinary 10-digit numbers.
- Click-to-WhatsApp ad
- A Facebook or Instagram ad whose button opens a WhatsApp chat with the business.
- Conversions API (CAPI)
- Meta's server-to-server API for sending conversion events from your systems to Meta.
- DLT registration (India)
- India's mandatory registration of SMS senders, headers and templates on a Distributed Ledger Technology platform.
- E.164 phone format
- The international phone number format: + country code + number, up to 15 digits.
- Facebook Lead Ads
- Meta ads with a built-in form, so people can send their details without leaving Facebook or Instagram.
- Free entry point (WhatsApp)
- A 72-hour window in which messages are free after a user starts a chat from a click-to-WhatsApp ad or Page CTA.
- Human handoff
- Passing a conversation from an AI assistant to a person.
- Lead reactivation
- Re-engaging leads that went quiet weeks or months ago.
- Lead response time
- How long it takes to respond to a new lead, usually measured per channel.
- Lead scoring
- Ranking leads by how likely they are to become customers.
- Missed-call text-back
- An automatic message sent to someone whose call went unanswered.
- No-show rate
- The share of booked appointments where the customer doesn't turn up.
- Offline conversions
- Conversions that happen outside the website (a booking, a visit, a payment) and are uploaded back to the ad platform.
- Open Knowledge Format (OKF)
- An open markdown-based specification from Google Cloud for describing knowledge as typed, linked concepts.
- Opt-in and opt-out
- A person's recorded consent to receive messages, and their request to stop.
- Patient recall
- Inviting patients back when their routine visit (check-up, cleaning, review) is due.
- Prompt injection
- Text that tries to make an AI system ignore its instructions.
- RAG (retrieval-augmented generation)
- An AI technique that answers questions using retrieved passages from your own documents.
- Round-robin assignment
- Distributing new leads evenly across available team members.
- Speed to lead
- The time between a lead's enquiry and your first meaningful reply.
- Unscheduled treatment
- Treatment a clinician recommended that the patient hasn't booked yet.
- WhatsApp message template
- A pre-approved message format required for business-initiated WhatsApp messages.