Plain-English definitions of the WhatsApp Business and customer-messaging terms you’ll come across — from the 24-hour window to conversation pricing.
The official, programmatic way for medium and large businesses to send and receive WhatsApp messages at scale. It has no app of its own — you use it through a platform like Saaro Connect, which provides the inbox, automation and broadcasting on top.
The account, managed in Meta’s Business Manager, that holds your business profile and phone numbers on the WhatsApp Business Platform. It is what gets verified and what messages are billed against.
The customer-service window that opens when a customer messages your business. For 24 hours you can reply with any content; outside it, you can only reach out using a pre-approved message template. Saaro Connect enforces this automatically.
A pre-approved message format used to start conversations or message customers outside the 24-hour window. Templates must be approved by Meta and sent only to opted-in contacts.
A free-form message sent within the 24-hour customer-service window, in response to a customer. Unlike templates, session messages do not need pre-approval.
Explicit permission from a customer to receive messages from your business on WhatsApp. Sending to opted-in contacts only is required to stay compliant and keep your number safe.
A list of contacts who have opted out or should not be messaged. Saaro Connect honours DNC on every send automatically, so opted-out customers are never contacted.
Meta bills WhatsApp per 24-hour conversation rather than per message, at rates that vary by country and category (marketing, utility, authentication or service). Saaro Connect passes this through at cost with no markup.
The official verified badge Meta grants to eligible businesses on WhatsApp, signalling authenticity to customers. It is applied at the WhatsApp Business Account level after review.
A campaign that sends an approved template to a segment of opted-in contacts at once. Unlike the consumer app’s broadcast lists, the API allows compliant broadcasting at scale.
An AI that places natural, two-way phone calls to customers — to confirm orders, send reminders, re-book or collect feedback — billed per connected minute, with every call transcribed and analysed.
The share of conversations resolved by AI without a human agent. A higher deflection rate means faster responses and lower support costs.