Words you'll see in BoostReplies
Short explanations of the terms used across the app.
- Channel: a place where customers can message you, such as WhatsApp or Instagram.
- Conversation: all the messages between you and one customer on one channel.
- Contact: someone who has written to you. BoostReplies creates contacts automatically.
- Assign: make one teammate responsible for a conversation. The AI then stops replying in it.
- Snooze: hide a conversation until a time you choose. It comes back by itself, or sooner if the customer writes.
- Close: mark a conversation as done. It reopens if the customer writes again.
- Internal note: a message only your team can see.
- Saved reply: an answer you write once and reuse whenever you need it.
- AI agent: the assistant that answers customers using what you've told it about your business.
- Draft: a reply the AI writes for you to check before it's sent.
- Autopilot: the AI sends replies by itself, without waiting for you.
- Handoff: the moment the AI stops and asks your team to take over.
- Summary: the main points of a conversation in 3 to 5 lines. Click Summarize at the top of the conversation.
- Automation: a rule that sends a prepared reply, for example when someone comments a keyword under your post.
- 24-hour window: WhatsApp, Instagram and Messenger let businesses reply freely only within 24 hours of the customer's last message. Learn more
- Template: a WhatsApp message approved by Meta, used to write to customers after the 24-hour window.
- Pipeline: a board that shows where each customer stands, from first message to sale.
- Stage: one column of the pipeline, such as New or Won.
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