Glossary
Everyday explanations of the technical and sales terms used in the guides.
This page explains, in plain language, the words you may come across in Chatmatic CRM and in these guides.
Sales and customer terms
Customer
A person who has bought from you or whom you have recorded as highly likely to buy. In some organizations this word appears as “Member.”
Lead
A person who hasn’t bought yet but has shown interest. For example, someone who filled in the form in your ad or asked about prices on WhatsApp.
Directory
A list that works like a phone book for people who are not yet your customers. It is used for sending bulk messages.
Agent
The employee responsible for a customer. Appears in the “Agent” field on the contact card.
Deal
A single sales opportunity you are pursuing with a customer. A customer can have more than one deal at the same time (for example, both a car and insurance).
Pipeline and stage
The steps of the path your sales deal follows. For example: New → Called → Quote Sent → Closed. Each step is called a “stage,” and the whole path is called a “pipeline.”
Quote
The price document you give to a customer. Whether the quote is accepted, rejected, or changed (revised) is tracked in the CRM.
Revision
A changed new version of a quote. The old version is not deleted; it stays in the history.
Conversion
A person moving to the next step. For example, a lead becoming a customer or a quote being accepted.
Messaging terms
Channel
The way you talk to a customer: WhatsApp, Instagram, Messenger, TikTok, Telegram, email, website chat, and so on.
Template (WhatsApp)
A ready-made message format pre-approved by WhatsApp. A template is the only way to message a customer who hasn’t written to you or whose last message is more than 24 hours old.
24-hour rule
After a customer writes to you, you can reply freely for 24 hours. Once the time is up, you can only send templates.
Bulk sending
Sending the same message to many people at once.
Allowlist
A list of people who have told you “yes, you may message me.” For promotional bulk messages, you should send only to these people.
Quick reply
Short texts that you save from your frequently used replies and send with one click.
Technical terms
Integration
Connecting Chatmatic to another service (WhatsApp, Meta, Google, your store).
Webhook
One system automatically notifying another system that “something happened.” For example, a notification going to the CRM when an order is placed in your store.
Token (key)
A long, unguessable string of characters specific to a connection. Think of it as the key to a door; if it is lost, a new one is generated and the old one becomes invalid.
API
The way two programs talk to each other. Most of the time you don’t need to know this; your developer does.
Pixel
A small piece of code on your website that tracks visitors for Meta (Facebook).
Conversions API (CAPI)
A way of reporting your sale directly to Meta. This is how the ad system learns which ad actually brought in a sale.
gclid
A tracking ID given to a person who clicks a Google ad. It is used to attribute a sale to the right ad.
Honeypot
A hidden form field that catches bots. Humans don’t see it and don’t fill it in; bots fill it in and get blocked.
2FA (two-step verification)
Asking for a code sent to your phone in addition to your password. Even if your password is stolen, your account stays protected.
OTP
A one-time password. Usually a 6-digit code that arrives by SMS or email.
Plan
The Chatmatic plan your company has purchased. The plan determines which features are enabled.
Permission
What a user can see and do. For example, “can they delete customers?”