WhatsApp automation and AI terms, explained
Short definitions, with links to go deeper.
WhatsApp Business Platform
Meta’s official set of APIs that lets businesses message customers on WhatsApp through software.
WhatsApp Cloud API
The cloud-hosted version of the WhatsApp Business Platform API, run by Meta.
Message template
A pre-approved WhatsApp message format that businesses use to start conversations or message outside the 24-hour window.
24-hour customer-service window
The period after a customer’s last message during which a business can reply with any message, not just templates.
Opt-in
A customer’s permission to receive messages from a business on WhatsApp.
Quality rating
Meta’s signal of how recipients respond to a business’s messages, influenced by blocks and reports.
WhatsApp Flows (native forms)
Interactive forms that open inside WhatsApp, letting customers fill in structured details without leaving the chat.
RAG (retrieval-augmented generation)
A technique where an AI first retrieves relevant passages from your knowledge, then writes an answer grounded in them.
AI Employee
In AIVIO Intelligence, a configured AI agent with your knowledge, persona and allowed actions that works across WhatsApp, flows, web chat and voice.
AI voice agent
Software that holds natural phone conversations and takes actions without a human on the line.
IVR (interactive voice response)
A phone system that routes callers through pre-recorded menus using key presses.
Conversational AI
AI that understands and responds to people in natural language, by text or voice.
Human handover
Passing a conversation from automation or AI to a person, with the full context.
Drip sequence
A series of messages sent automatically over time after a trigger, stopping on a reply or conversion.
Broadcast (WhatsApp)
A template message sent to many opted-in recipients at once, personalised per person.
Lead scoring
Ranking leads by likelihood to buy, based on activity and answers.
CRM (customer relationship management)
Software that keeps customer records, conversations and deals in one place.
UPI payment request (WhatsApp)
A native WhatsApp message with a pay button that opens the customer’s UPI app.
E-signature
A legally recognised electronic way of signing documents.
DND (Do Not Disturb)
India’s preference registry for people who don’t want promotional calls or messages.
Ready to let your business answer every customer?
No monthly rental. No yearly rental. Pay only for what you use.