Short, plain-language definitions of the terms you meet when you sell and support customers on WhatsApp, the phone and other channels. Each entry explains what the term means and why it matters for your business.
The customer service window is the 24-hour period that opens or restarts every time a customer sends a message to a business on WhatsApp. Inside it, the business can reply with any free-form message; outside it, only approved message templates can be sent. Tracking the window for each contact avoids failed messages and unnecessary template costs.
Learn more: WhatsApp Business API →An AI agent is software that uses a large language model to understand a request, decide what to do and carry out actions on its own, within the rules a business sets. Unlike a scripted chatbot, it can answer open questions, look up information and update systems, such as booking a meeting or sending a quote. Businesses use AI agents to answer around the clock and cut repetitive work.
Learn more: AI agents →An auto-dialer is a system that places outbound phone calls automatically from a list, instead of a person dialing each number. Modern auto-dialers can connect each call to a voice AI agent and apply calling windows, retries, cooldowns and do-not-call lists. Businesses use them for lead follow-up, reminders and reactivation, and complying with local calling rules is essential.
Learn more: Voice AI agent →Barge-in is the ability of a voice system to let callers interrupt while it is speaking: the system detects the caller's voice, stops talking and listens. Without barge-in, callers must wait for long messages to finish, which feels robotic and leads to hang-ups. It is a basic requirement for natural conversations with a voice AI agent, and Rexenda's voice agent supports it.
Learn more: Voice AI agent →Buying intent is the set of signals showing that a person is getting ready to purchase: asking about prices, availability, payment methods or delivery times, or comparing options. Detecting it in conversations lets a business respond at the right moment, with a quote, a call or an offer, instead of treating every inquiry the same. AI can flag it automatically in each conversation.
Learn more: AI CRM →CFDI (Comprobante Fiscal Digital por Internet) is Mexico's mandatory electronic invoice: an XML file validated and stamped by a SAT-authorized certification provider (PAC). Version 4.0, mandatory since 2023, requires the customer's RFC, exact legal name, tax postal code and tax regime. Businesses in Mexico must issue it for their sales, and many customers ask for it before paying.
Learn more: Get paid →Channel failover is the automatic switch to another channel when a message cannot be delivered on the first one, for example retrying by SMS or with a phone call when a WhatsApp message fails. It makes sure critical messages, such as appointment reminders or payment notices, reach the customer. The rules must respect each channel's limits, such as WhatsApp's 24-hour window.
Learn more: Automation →Click-to-WhatsApp ads are Facebook and Instagram ads whose button opens a WhatsApp chat with the business instead of a website. The conversation arrives with information about the ad, so the team can see which campaign brought each customer. They suit products that need a question before buying, and they connect ad spend directly to conversations and sales.
Learn more: WhatsApp Business API →Conversational commerce is selling through conversations in messaging apps, chat and voice: the customer asks, gets recommendations, receives a quote and pays without leaving the chat. It fits markets where WhatsApp is the main way people talk to businesses. For a company, it shortens the sales cycle and turns inquiries into orders that can be measured from first message to payment.
Learn more: Get paid →CSAT, or customer satisfaction score, measures how satisfied customers are with a specific interaction, usually through a short survey sent right after a conversation is resolved, such as a rating from 1 to 5. The score is the share of satisfied responses. Tracking it by agent, by channel or for AI versus human service shows where quality needs attention.
Learn more: Automation →Embedded Signup is Meta's guided flow that lets a business connect its WhatsApp number to a software provider's platform without leaving that platform. In a few steps, the business logs in with Facebook, selects or creates its Meta business portfolio and WhatsApp Business Account, and verifies the number. It replaces manual setup and keeps the account owned by the business.
Learn more: WhatsApp Business API →Human handoff is the transfer of a conversation from an AI agent or bot to a person, with its full history and context. It happens when the customer asks for a human, when a rule is met, such as a complaint or a large order, or when the AI is unsure. A good handoff means the customer never repeats anything; in Rexenda, the AI keeps answering until a person joins.
Learn more: AI agents →A knowledge base for AI is the set of documents, web pages and texts an AI agent consults before answering. With RAG (retrieval-augmented generation), the system searches that content for the most relevant passages and passes them to the language model, so answers rest on the business's real information rather than general knowledge. Keeping it up to date reduces wrong answers.
Learn more: AI agents →Lead scoring assigns each potential customer a number, usually from 0 to 100, that estimates how likely they are to buy. Traditional scoring adds points for profile data and actions; AI-based scoring also reads the conversations themselves. It matters because it tells the sales team whom to contact first, so their time goes to the buyers most likely to close.
Learn more: AI CRM →Next best action is a recommendation of the single most useful step to take with a specific customer right now, such as calling back, sending a quote or scheduling a follow-up. It is worked out from the customer's history, stage and recent messages. It helps sales and support teams prioritize consistently instead of relying on memory; Rexenda shows one for each lead.
Learn more: AI CRM →Number porting is the process of moving an existing phone number from one carrier or provider to another while keeping the same number. The new provider submits a request with the holder's details and, depending on the country, documents or a confirmation code, such as the NIP used for mobile numbers in Mexico. It lets a business keep the number its customers already know.
Learn more: Voice AI agent →Omnichannel customer service connects every channel a business uses — WhatsApp, Instagram, email, web chat, SMS and phone — into one continuous conversation history per customer. The customer can switch channels without repeating themselves, and the team always sees the full context. It matters because buyers expect fast answers wherever they write, and scattered tools lose leads along the way.
Learn more: Features →An opt-out is a customer's request to stop receiving messages from a business, for example by replying STOP or saying they no longer want to be contacted. Respecting it is a legal requirement in many countries and a WhatsApp policy, and ignoring it leads to blocks, complaints and a lower sender quality rating. Opt-outs should be recorded per contact and channel and honored automatically.
Learn more: Automation →A payment complement (in Mexico, the CFDI for payment receipts) is the CFDI a Mexican business issues when it receives payment for an invoice issued as payable later or in installments, under the PPD payment method. It records the date, amount and form of each payment and must be issued by the fifth day of the following month. Customers need it to support their tax deductions.
Learn more: Get paid →A payment link is a URL that opens a secure checkout page where a customer can pay a specific amount by card, without the business needing an online store. It can be shared in any chat, email or SMS. It shortens the path from a customer's yes to a completed payment; in Rexenda, payments go straight into the business's own Stripe account.
Learn more: Get paid →A sales pipeline is the visual sequence of stages a deal goes through, from first contact to won or lost, for example new, contacted, qualified, proposal, won and lost. Each opportunity sits in one stage, often on a kanban board. It shows how many deals are in play, where they get stuck and how much revenue the business can expect.
Learn more: AI CRM →A shared inbox is a single workspace where a team receives, assigns and answers messages from several channels and accounts. Each conversation has an owner, a status and internal notes, so nothing is answered twice or forgotten. For a business, it replaces passing phones and passwords around and makes response times measurable. In Rexenda, AI agents work in the same inbox as people.
Learn more: Features →An SLA, or service level agreement, is a commitment about how quickly a team will respond to or resolve customer requests, for example a first reply within 15 minutes during business hours. In a customer service tool, SLA policies set these targets and warn when a conversation is about to miss them. They turn a promise of fast service into something the business can measure.
Learn more: Automation →A voice AI agent is an AI agent that holds phone conversations: it turns the caller's speech into text, decides what to say and do, and replies with a synthetic voice in real time. It can answer incoming calls, place outgoing calls and take actions during the call, such as booking an appointment. It keeps phone lines answered after hours and during peaks.
Learn more: Voice AI agent →The WhatsApp Business API, officially the WhatsApp Business Platform, is Meta's interface for businesses to send and receive WhatsApp messages through software instead of the phone app. Today it runs mainly on Meta's Cloud API. It allows a whole team, automations and AI agents to work on one number. Meta bills its message fees directly to the business's own WhatsApp Business Account.
Learn more: WhatsApp Business API →WhatsApp Business calling is the WhatsApp Business Platform feature that lets customers call a business, and a business call customers, by voice inside WhatsApp. Before a business can call, the customer must grant call permission. It lets companies take calls on the app customers already use, with no extra phone line; in Rexenda, a person or a voice AI agent can answer.
Learn more: Voice AI agent →WhatsApp coexistence lets a business keep using the WhatsApp Business app on its phone while the same number is connected to the WhatsApp Business Platform. Messages sent from the phone and from the platform stay in sync. Meta allows importing up to 180 days of chat history once, within 24 hours of connecting, and the app must be opened at least every 14 days to stay linked.
Learn more: WhatsApp coexistence →A WhatsApp message template is a pre-approved message format that a business must use to start a conversation or to write to a customer outside the 24-hour service window. Templates are submitted to Meta for review, can include variables, buttons and media, and receive a quality rating. Well-written templates keep outreach compliant and protect the reputation of the number.
Learn more: WhatsApp Business API →WhatsApp template categories are the three types Meta assigns to every message template: marketing (promotions, offers, reactivation), utility (updates about an existing order, account or appointment) and authentication (one-time passcodes). The category sets the price Meta charges and the rules that apply, and Meta can reclassify a template whose content does not match. Choosing the right category keeps costs predictable.
Learn more: WhatsApp Business API →