Businesses are constantly seeking innovative ways to connect with their customers. Enter the WhatsApp Business API, a powerful tool that's transforming customer engagement. But diving into this platform can feel overwhelming with all its technical jargon.
That's where this comprehensive glossary comes in. Whether you're a seasoned pro or just starting out, this A-Z guide will help you navigate the essential terms and features of the WhatsApp Business API, empowering you to enhance your customer interactions.
Your unique identifier on the WhatsApp Business API, enabling you to send and receive messages. To set up, partner with a Business Solution Provider (BSP).
Interactive elements in messages that prompt customers to take specific actions, like visiting a website or making a call.
A team member who manages customer inquiries via WhatsApp, utilizing features like customer profiles and chat history.
Insights into customer interactions, tracking metrics such as message open rates and response times to refine your communication strategies.
A set of protocols allowing different software applications to communicate. The WhatsApp Business API integrates WhatsApp messaging into your customer support systems.
Pre-set messages triggered by specific events, such as order confirmations or appointment reminders, enhancing efficiency and customer experience.
A single message sent to multiple customers simultaneously, ideal for announcements or promotions.
Certified companies that assist businesses in accessing and managing the WhatsApp Business API, ensuring seamless integration with existing systems.
A process where WhatsApp confirms your business's identity, granting a green checkmark next to your name to build customer trust.
Phrases in messages encouraging customers to take specific actions, like "Shop Now" or "Learn More."
A series of messages targeting a specific customer group, used for promotions or important updates.
Automated programs simulating human conversation, handling customer support, answering FAQs, and processing orders.
A feature added to your website or app, allowing customers to initiate WhatsApp chats directly from your platform.
Practices ensuring the privacy and security of customer data, crucial for maintaining trust and compliance.
Notifications confirming that your message has been delivered to the customer's device, helping track communication effectiveness.
A security measure ensuring that only you and your customer can read the messages, protecting against unauthorized access.
A metric indicating how actively customers interact with your messages, calculated by dividing the number of interactions by the total messages sent.
A compiled list of common customer questions and answers, aiding in quick information dissemination.
WhatsApp offers the first 1,000 conversations each month for free, allowing businesses to build customer relationships before incurring costs.
A verification badge next to your business name, signaling authenticity and building customer confidence.
Pre-approved message templates used for sending specific notifications outside the standard customer service window.
Elements in messages that allow customers to perform actions like making a purchase or scheduling an appointment directly from the chat.
Connecting the WhatsApp Business API with your existing systems, such as CRM or e-commerce platforms, for streamlined operations.
A lightweight data format used in APIs for data exchange between servers and web applications.
A repository of information about your products or services, accessible to customers for self-service support.
Tags used to categorize and organize chats, helping manage customer interactions efficiently.
The process of identifying potential customers, which can be facilitated through WhatsApp interactions.
Predefined messages approved by WhatsApp, used for consistent and compliant communication with customers.
A feature allowing multiple team members to collaborate on a single customer conversation, ensuring comprehensive support.
Alerts sent to customers about updates or important information, such as shipping confirmations or appointment reminders.
The process where customers consent to receive messages from your business, ensuring compliance with communication regulations.
A URL sent via WhatsApp that directs customers to a payment gateway, facilitating seamless transactions.
Tailoring messages to individual customers using their names or purchase history to enhance engagement.
Pre-written responses to common questions, enabling faster communication with customers.
Indicators showing that a customer has opened and read your message, providing insight into engagement.
Messages that include multimedia elements like images, videos, or documents to make interactions more engaging.
Dividing your customer base into groups based on characteristics or behaviours to send targeted messages.
A 24-hour window initiated by a customer's message, during which you can respond without needing a pre-approved template.
An added security layer requiring two verification forms before granting access, protecting both your business and customers.
Chats started by the customer, allowing free-form responses within.
The green checkmark next to your business name on WhatsApp, signifying legitimacy.
A method for receiving real-time data updates.
A suite of tools designed to help businesses connect with customers at scale.
A markup language for encoding documents.
A measurement of the effectiveness of WhatsApp campaigns.
A system where businesses cover the data cost of WhatsApp messages, removing cost barriers for customers.
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