Glossary

The words you will run into while pricing a digital employee, explained without jargon. They are here so you can compare proposals—ours and everyone else's—without being sold smoke.

The basics

The three words that show up in the first line of any proposal.

AI agent: A program that understands what people write to it and answers on its own, without anyone having to draft each reply.; What sets it apart from a button-menu chatbot is that it does not follow a fixed menu: it interprets the question, even when it is misspelled or comes out of order.
Digital employee: An AI agent set up for one specific role in your business—selling, booking, support—using your company's own information.; The difference with “a chatbot” is the assignment: you hire it by role and it works from your catalogue, your prices and your rules, not from generic answers.
Prompt (instruction): The text that tells an AI system what to do and how to behave.; In a digital employee the customer does not write it: it is generated from what you tell us about your business and how you serve people.

Where its answers come from

How you keep the agent answering with your facts instead of whatever comes to mind.

Knowledge base: The set of documents and information from your business that the agent answers with: catalogue, prices, manuals, your website.; It is what separates a useful answer from a generic one. If a fact is not in there, the agent should not invent it.
Document search (RAG): The technique of searching your documents first and answering only with what was found, instead of answering from memory.; It is the practical difference between “I think it costs around…” and “it costs this, according to your price list”.
Hallucination: When an AI system answers something that sounds convincing but is false: a price that does not exist, a policy nobody ever wrote.; You control it by giving the agent a knowledge base of its own and teaching it to say “I do not know” and hand over to a human instead of filling the gap.
Context: Everything the agent has in front of it at the moment of answering: how the conversation has gone so far, and the facts it found in your documents.; It is limited. That is why a very long conversation can lose details from the beginning, and why the important facts are better written down.
Language model: The engine that writes the answer: the program trained on enormous amounts of text that knows how to write natural language.; The same digital employee can run on different models. The model supplies the writing; your knowledge base supplies the facts.

WhatsApp, word by word

Meta's terms that come up during rollout and that nobody explains.

WhatsApp Business API: Meta's official route for a program to send and receive messages on a business WhatsApp number.; It is what lets an agent handle your number without a phone switched on at a desk. It requires verifying the company with Meta.
Service window (24 hours): The period that opens when a customer messages you on WhatsApp, during which your business can reply with ordinary messages.; It counts from the customer's last message. Once it closes you can no longer write freely: you have to use an approved template.
WhatsApp template: A message with fixed text that Meta reviews and approves in advance, and the only way to message someone first on WhatsApp.; It is approved once and reused. Meta rejects it if it looks like unsolicited advertising, so it works for notices and confirmations, not promotions.
Business verification: The process where Meta checks that your company exists and that the number is yours, before letting you use WhatsApp in an automated way.; It asks for company documents and is usually the slowest step of a rollout. It does not depend on us or on the provider: Meta decides it.

When a person steps in

What happens when the agent should not carry on alone.

Handoff to a human: The moment the agent stops answering and passes the conversation to a person on your team.; A good handoff carries the whole thread, so the customer does not have to repeat what they already said.

Permissions and unsubscribes

What the law requires when you write to someone who did not write first.

Double opt-in: Asking for the email address and also requiring a click on a confirmation message before treating anyone as subscribed.; It does two things: it proves the address belongs to whoever typed it, and it stops someone from signing up a third party.
Opt-out: The right to stop receiving commercial email, and the link that makes it effective in a single click.; Colombian law (habeas data) and email rules generally require it to exist and to actually work, with no password and no explanations asked.

What gets counted and what gets connected

How usage is measured and how the agent touches your other programs.

Interaction (credit): Each exchange the agent handles, counted against the plan's allowance. It is what the plans sell under the name CREDIT: one credit is one interaction.; One message from your customer plus the digital employee's reply. A back-and-forth conversation usually uses four or five. Worth checking how many the plan includes and what happens when you go over: whether the service stops or an overage is charged.
Channel: The place your customers write to you from: your website chat, WhatsApp, email or the phone.; One digital employee can handle several channels at once with the same information.
Integration: The connection between the agent and another program you already use, so it can read from it or write to it: a calendar, a spreadsheet, a CRM.; It is what separates “I can tell you there is a slot on Tuesday” from actually leaving the appointment booked. Without an integration the agent informs but does not act.

Still have a question that is not about vocabulary? There are the frequently asked questions and the articles.