Organization and tenant
An organization is the security boundary for CRM records, channels, AI content, files, users and settings. Users can access only the organization and pipelines their permissions allow.
CRM terms
- Lead: a contact or opportunity with source, owner, notes, attributes, stage and activity.
- Pipeline: a sales process with its own assigned WhatsApp sender and collection of stages.
- Stage: a step in the pipeline, such as New Lead, Qualified or Won.
- Attribute: a typed custom field; configured questions may map answers to attributes.
- Touchpoint / Quick Reply: reusable human-facing text or attachment snippets.
- Cadence: a sequence of time-based follow-up actions.
- Workflow: an event plus conditions that launches a validated action.
AI terms
- AI Brain: the organization's saved company context, Playbook, knowledge, FAQs and related AI settings.
- Playbook: operational rules for welcome, questions, qualification, mapping and handoff.
- AI Sandbox: a simulation that previews a conversation and supported actions without sending messages to customers.
- AI Trace: diagnostic evidence for a specific AI turn.
- Knowledge source: a processed approved webpage or uploaded document that can ground an answer.
Messaging terms
- WhatsApp API: Meta Cloud API-managed number and webhook messaging.
- Coexistence: supported WhatsApp Business App connection that shares Cloud API transport.
- Hosted: linked-device session managed through SHVYA's hosted gateway, with different connection and queue behavior.
- 24-hour service window: the Meta API rule governing free-form WhatsApp messages after a customer inbound.