Glossary
Common terms in customer messaging and AI assistants.
- AI assistant
- Software that understands customer messages and answers with the information a business provides. Unlike rule-based bots, it grasps the meaning no matter how the question is phrased.
- WhatsApp Business API
- Meta's official WhatsApp interface for larger businesses. It involves business verification, approved message templates and per-message pricing.
- Knowledge base
- The sources the assistant uses to answer: website pages, PDF and Word documents, the product catalogue and handwritten notes.
- Handoff (transfer to a human)
- When the assistant hands the conversation to a team member. It happens when the customer asks for a person or the topic is sensitive.
- Hallucination
- When an AI produces fluent but wrong information about something it doesn't know. Assistants limited to a business's information should say they don't know instead.
- Abandoned cart
- The cart of an online shopper who added items but left without paying. A reminder wins some of them back.
- Commercial electronic message
- Email, SMS and similar messages sent to promote goods and services. In Turkey they generally require the recipient's prior consent and registration in İYS (the national consent system).
- Customer satisfaction (CSAT)
- The result of asking customers "were you satisfied?" at the end of a conversation; a simple measure of service quality.
- UTM parameters
- The utm_source, utm_medium and utm_campaign values added to a link; they show which campaign a visit came from.
- Data protection
- Turkey's Personal Data Protection Law No. 6698. Every business that processes customer data must follow its rules on privacy notices, retention periods and transfers.