Glossary
WhatsApp Business & CRM Glossary
Plain-English definitions for the terms this site uses constantly — useful whether or not you ever buy anything from us.
What is the WhatsApp Business & CRM Glossary?
The WAExtension glossary defines key terms in WhatsApp business, lead management, click-to-chat, response time SLAs, and CRM workflows in plain English.
- WhatsApp CRM
- A WhatsApp CRM is a system for managing customer relationships - contacts, leads, stages, notes and follow-ups - on top of WhatsApp conversations, typically layered onto WhatsApp Web.
- WhatsApp Web
- WhatsApp Web is the browser-based client for WhatsApp. Because it mirrors an account's chats in a browser, extension-based productivity tools can enhance its interface.
- Lead Management
- Lead management is the process of capturing, qualifying, assigning and following up with potential customers until they convert or disqualify.
- Customer Relationship Management (CRM)
- CRM is the strategy and software a business uses to organise interactions with current and potential customers around a single record per customer.
- WhatsApp Automation
- Automation in a WhatsApp context means rule-based help - reminders, template insertion, routing or tagging - that reduces manual repetition while respecting platform policies.
- Team Inbox
- A team inbox lets several agents work shared conversations with visible ownership, internal notes and assignment, instead of forwarding screenshots.
- Lead Stage
- A lead stage marks where a prospect sits in the pipeline, e.g. New, Contacted, Qualified, Proposal, Won/Lost.
- Click-to-Chat
- Click-to-chat links (wa.me) open a pre-filled WhatsApp conversation from an ad, website or QR code, commonly used for lead capture.
- Message Template
- A saved, parameterised message a team reuses for consistent replies such as confirmations, quotes and follow-ups.
- Re-engagement
- Re-engagement is contacting previously active but currently silent customers with a valuable, permission-aware reason to resume the conversation.
- Opt-In & Consent
- Explicit permission from a customer to receive business messages - required ethically and by WhatsApp platform policies.
- Response Time
- The elapsed time between an inbound message and the first human reply - a key driver of conversion in chat-based sales.
Keep reading: What is a WhatsApp CRM? · WhatsApp Web CRM guide · FAQ
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