Core concepts
WRKZY glossary
Shared language for the customer, communication, work, access, and governance concepts used in this guide.
- AI assistance
- A reviewable summary, draft, rewrite, suggestion, or proposed next step produced from permitted context; a person remains responsible for accepting, editing, or rejecting it.
- Automation
- A versioned workflow that responds to a defined trigger with conditions, waits, and actions, subject to its permissions, safeguards, and release state.
- Member
- A teammate who completes day-to-day customer work within assigned access.
- Campaign
- A governed WhatsApp or email outreach run with an audience, approved content, delivery evidence, and responder follow-up.
- Contact 360
- The connected customer view that brings identity, communication, activity, consent, and commercial context together.
- Customer context
- The smallest reliable set of identity, communication, consent, commercial, ownership, and open-work information needed for the next decision.
- Customer operations
- The coordinated work that turns customer conversations and context into an owned decision, action, and visible outcome across teams.
- Customer operations CRM
- A CRM designed to connect customer records with conversations, ownership, commercial workflows, and accountable follow-through rather than storing records alone.
- Conversation owner
- The one teammate currently accountable for the next action on a conversation.
- Deal
- A commercial opportunity with a stage, owner, value, evidence, and next action.
- Organization
- The top-level WRKZY account boundary that can contain one or more workspaces.
- Opt-in
- Recorded evidence that a person agreed to a defined communication purpose on a specific channel; permission on one channel does not automatically authorize another.
- Private Mail
- Owner-scoped email that is not team-visible unless context is shared through a controlled workflow.
- Suppression
- A rule or record that prevents communication when consent, unsubscribe, eligibility, or governance requires it.
- Team inbox
- A shared customer conversation queue with membership, routing, ownership, priority, and response controls.
- Workspace
- The operating boundary where a team coordinates customer data, channels, work, and settings.
- WhatsApp Business Account (WABA)
- The Meta business account container that governs approved WhatsApp Business phone numbers, templates, permissions, and related configuration.
- WhatsApp customer service window
- The provider-controlled period after a customer message during which eligible free-form replies may be sent; outside it, an approved template may be required.
- WhatsApp message template
- A message format reviewed by Meta for an approved category and used when the intended WhatsApp communication requires a template.