Glossary
Customer Chat and WhatsApp Glossary
What common terms mean: omnichannel, WhatsApp Cloud API, coexistence, template, SLA, webhook, AI token and more, and how KonekSip uses them.
Omnichannel inbox
One inbox that receives the messages of several channels, such as WhatsApp, Messenger, Instagram, marketplace chat and email, so a team answers all of them from one place.
In KonekSip: KonekSip puts every connected channel in one list, with one customer record per person. Read more
WhatsApp Cloud API
Meta's official way for businesses to send and receive WhatsApp messages through software. It is also called the official WhatsApp API or the WhatsApp Business Platform.
In KonekSip: An official channel in KonekSip is connected with a Facebook login and uses the Cloud API. Read more
QR code connection
Linking a WhatsApp number to software by scanning a QR code, like WhatsApp Web. It uses the WhatsApp Web protocol, which Meta does not officially support, so a number can be blocked.
In KonekSip: KonekSip supports it per number, next to the official connection. Read more
Coexistence
Using the same number in the WhatsApp Business app and in business software at the same time. Meta introduced it so a business does not have to give up the app.
In KonekSip: Tick the option when you connect with Facebook; recent chats and contacts are copied into the inbox once. Read more
Message template
A message that WhatsApp has approved in advance. On an official number it is the only way to start a conversation, or to write to a customer after the 24-hour window.
In KonekSip: Templates are created and tracked in KonekSip and used in campaigns. Read more
24-hour customer service window
The 24 hours after a customer's last message, during which a business may answer with any text. After it closes, only an approved template can be sent.
In KonekSip: The inbox shows the window and asks for a template when it has closed. Read more
Opt-out
A customer's request to stop receiving messages, for example by replying STOP. A business should honor it from then on.
In KonekSip: Customers who reply STOP, UNSUBSCRIBE or BERHENTI are left out of every later campaign. Read more
Campaign
A message sent to many customers at once, also called a broadcast or blast. It works best with a clear audience and a personal message.
In KonekSip: Campaigns use phonebooks or segments, customer fields as variables, and show sent, delivered, read, replied and failed. Read more
Segment
A group of customers that share something, such as a tag, a city or a field value. A segment makes a campaign or a follow-up round specific.
In KonekSip: Segments are filters on the customer list, used as the audience of a campaign. Read more
SLA (response time)
A target for how fast a team answers. In a chat team it is usually the time a customer may wait for the first answer.
In KonekSip: Set minutes per priority; chats that wait longer are flagged, and a webhook event can be sent. Read more
First response time
How long it takes from a customer's first message until the first answer. The median is more telling than the average, because a few very slow chats do not distort it.
In KonekSip: The Reports page shows the median first response time per agent. Read more
Webhook
A web address on your server that a service calls when something happens, so your software hears about it at once instead of asking again and again.
In KonekSip: KonekSip posts message, status, assignment, closing and SLA events to the URL of a channel. Read more
Workflow
A chain of steps that starts from a trigger and runs by itself, for example when a keyword arrives or on a schedule. Each step can send a message, make a decision, wait or call another system.
In KonekSip: In KonekSip you draw a workflow on a canvas, test it with a sample message and read every run in its execution history. Read more
Idempotency key
A unique value sent with an API request, so that repeating the same request after a timeout does not do the action twice.
In KonekSip: Send an idempotency key to the messages endpoint and a retry does not send the message twice. Read more
Click to WhatsApp link
A link, button or QR code that opens a WhatsApp chat with a business, often with a message already typed in.
In KonekSip: Make one with the free link generator, or add a chat button to your website. Read more
Authentication template
A WhatsApp template made only for one-time codes, such as a login or verification code. WhatsApp words the message and adds a Copy code button; you choose how long the code is valid.
In KonekSip: Create it under Templates and send it through the REST API with the code. The code is not kept in the message history. Read more
Prepaid wallet
A balance in rupiah that you top up before you use something, and that pays for it as you go. When it runs out, the paid action stops instead of creating a debt.
In KonekSip: The wallet pays for messages on numbers managed by KonekSip and for AI. You top up by QRIS and see every top-up and charge, with a PDF receipt for each paid top-up. Read more
AI token
A small piece of text, about a short word or part of one, that an AI model reads or writes. The price of AI is usually counted in tokens.
In KonekSip: AI replies and summaries are charged by the tokens they use, at a price per 1,000 tokens listed on the pricing page. Read more
Business-scoped user ID (BSUID)
An identifier that WhatsApp uses for a customer who has chosen a username and hides their phone number.
In KonekSip: Such a conversation is kept and linked to the customer record; replies go to the BSUID. Read more
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