Glossary of Conversational AI Terms

Adaptive Responses

The ability of a chatbot to dynamically and appropriately respond to various user inquiries.

 

API Integration

The connection of a messenger with other systems, such as CRM or ERP software, to seamlessly link data and functionality.

 

Asynchronous Communication

The ability to send and receive messages without requiring both parties to be online simultaneously, allowing flexible and stress-free interaction.

 

Automated Replies (Autoresponders)

Automatic responses sent during non-working hours or when service representatives are unavailable, notifying users that their message has been received.

 

Broadcasting

Sending a message to multiple recipients simultaneously via a messenger, without enabling interaction between the recipients.

 

Business Messaging

The use of messenger services specifically for business purposes, such as customer service, marketing, and sales.

 

Call-to-Action (CTA)

A direct prompt encouraging users to take a desired action, such as “Contact us now on WhatsApp!”

 

Call-to-Messenger

A feature that redirects users from a phone call (e.g., during hold time) to a messenger chat to avoid waiting.

 

Chatbot

An automated program within a messenger that responds to inquiries, performs tasks, and communicates with users. Examples include Lead Bots (for collecting customer data) and Service Bots (for handling customer inquiries).

 

Click Bots

Simple chatbots limited to predefined options for users to select, enabling structured navigation through menus.

 

Click-to-Chat

A feature that lets users initiate a messenger chat by clicking on a link or button.

 

Contact Data Requests

The right of users to request access to the personal data a company has stored about them at any time.

 

Customer Opt-In

The explicit consent users give to receive messages from a company. Communication without consent is not legally permissible.

 

Data Encryption

A process that secures data during transmission so that only authorized parties can read it (e.g., end-to-end encryption).

 

Data Minimization

A GDPR principle that mandates collecting and storing only the data strictly necessary for the intended purpose.

 

Data Processing

The collection, storage, use, and transfer of personal data, as in messenger platforms.

 

Data Portability

The right of users to obtain their personal data in a commonly used format and transfer it to another provider.

 

Default Privacy Settings (Privacy by Default)

A principle requiring that default system settings ensure maximum data protection without user intervention.

 

Designing for Privacy (Privacy by Design)

A concept requiring that privacy considerations be integrated into the development of systems and processes from the outset.

 

Dialogflow

A framework for building chatbots and virtual assistants with natural language processing (NLP) capabilities.

 

Double Opt-In (DOI)

A two-step process requiring users to confirm their consent for data use and communication.

 

DSGVO (General Data Protection Regulation)

The EU regulation governing the protection and processing of personal data, applicable to all companies operating in the EU.

 

Dynamic Menus (Persistent Menus)

Fixed menus within a messenger chat that provide users with constant access to essential functions or topics.

 

Dynamic Templates (Template Messages)

Predefined message formats used for recurring topics or automation tasks.

 

End-to-End Encryption

A security standard ensuring messages are only readable by the sender and recipient, protecting against third-party access.

 

Fallback Message

A default response sent by a chatbot when it cannot understand a user query or provide an appropriate reply.

 

First-Level Support

The initial contact point in customer service, where simple inquiries are often handled by chatbots.

 

Group Broadcasting

Sending a message to multiple recipients in a group without enabling interaction among them.

 

Group Chats

Chats involving multiple participants simultaneously. Businesses often use these for projects or community engagement.

 

Inbound Messages

Messages sent by customers or users to a company, often as the first point of contact.

 

Interactive Buttons

Buttons embedded in messenger messages that allow users to trigger actions, such as “Learn More” or “Buy Now.”

 

Knowledge Base

A repository of information and answers accessible to a chatbot for responding to user inquiries.

 

Lead Bot

A specialized chatbot that collects customer data such as names, addresses, or interests to identify potential customers.

 

Live Chat

A chat channel enabling real-time communication between customers and employees, often complementing chatbot services.

 

Machine Learning (ML)

A form of AI that allows chatbots to analyze past interactions and improve their future responses.

 

Messenger API

A technical interface that connects messenger services like WhatsApp or Facebook Messenger to other systems (e.g., CRM).

 

Multichannel Messaging

The ability to communicate across multiple messenger platforms (e.g., WhatsApp, Facebook Messenger, Telegram) simultaneously.

 

Native Messenger Features

Built-in messenger functionalities, such as sending voice messages, sharing files, or receiving read receipts.

 

Onboarding Messages

Messages sent to new users when they first interact with a messenger channel, explaining features or linking to privacy policies.

 

Push Notifications

Messages actively sent to users’ devices to inform or engage them, such as updates or special offers.

 

Reaction Time

The time it takes for a business to respond to a user’s message in a messenger.

 

Rich Media

Multimedia content like images, videos, or interactive buttons used in messenger chats to enhance user experience.

 

Scalability

The ability to expand messenger communication efficiently as the volume of interactions increases, often achieved through chatbots.

 

Self-Service Features

Messenger functions that allow users to independently complete tasks, such as checking order status or updating account details.

 

Threaded Conversations

Organized conversation threads within a chat, keeping discussions clear and sorted by topic.

 

Two-Way Communication

A reciprocal exchange where both the business and the user can send and receive messages.

 

User Journey

The path a user takes within a messenger, from initial contact to resolving an inquiry or completing a purchase.

 

Verification Badge

A symbol confirming the official status of a business account, commonly seen on platforms like WhatsApp or Facebook Messenger.

 

Virtual Assistants

Advanced chatbots capable of handling complex tasks such as scheduling appointments or making recommendations.

 

Webchat

A chat service integrated into a website, linked with messenger platforms like WhatsApp or Facebook Messenger.

 

Webhooks

Automated mechanisms that send data from a messenger to an external system, such as for processing an order.

 

WhatsApp Business API

The interface enabling companies to automate and scale their communication through WhatsApp.

 

Withdrawal of Consent

The ability for users to revoke their previously granted permission for data processing or communication.