--- title: "WhatsApp Business Glossary: 22 Terms (2026) | ConvoBox" description: "Plain-English definitions of WhatsApp Business API terms: templates, categories, per-message pricing, messaging limits, quality rating, Flows and CTWA ads." url: https://www.convobox.in/whatsapp-glossary/ publisher: ConvoBox Inc --- ConvoBox · Glossary # WhatsApp Business glossary: 22 terms explained Plain-English definitions of the WhatsApp Business API, templates, pricing, messaging limits, Flows, click-to-WhatsApp ads and more, for business owners and marketers. ## What is the WhatsApp Business API? The WhatsApp Business API (now delivered as the WhatsApp Cloud API by Meta) is the official way for medium and large businesses to send and receive WhatsApp messages from software instead of a phone. It supports approved message templates, many agents on one number, chatbots, catalogs and integrations. Businesses access it through Meta directly or through a provider such as ConvoBox, an Official Meta Tech Partner. ## What is the WhatsApp Business app? The WhatsApp Business app is Meta's free mobile app for small businesses. It works on one or a few devices, has broadcast lists limited to 256 contacts who saved your number, and has no API access. Businesses usually move to the WhatsApp Business API when they need a team inbox, automation, integrations or larger broadcasts. ## What is a Message template? A WhatsApp message template is a pre-approved message format that a business must use to start a conversation or to message a customer outside the 24-hour customer service window. Meta reviews every template. A template has an optional header (text, image, video or document), a body with variables, an optional footer and up to several buttons. ## What are Template categories? Meta groups WhatsApp templates into three categories: marketing (offers, launches, newsletters), utility (updates about an existing order, booking or account) and authentication (one-time passcodes). The category affects how the message is priced and reviewed. ## What is the Customer service window? The customer service window is the 24-hour period that starts whenever a customer messages a business on WhatsApp. Inside this window the business can reply with free-form messages; outside it, the business must use an approved message template. ## What is Per-message pricing? Since 1 July 2025, Meta charges for the WhatsApp Business Platform per delivered template message, with rates that depend on the template category and the recipient's country. Since 1 October 2026, replies inside the 24-hour customer service window are free for the first 1,000 service messages each month per business number, and charged per message after that. Meta's charges are separate from the ConvoBox subscription. ## What are Messaging limits? Messaging limits cap how many unique customers a business can send business-initiated template messages to in a rolling 24-hour period. Limits start at a low tier for new numbers and rise step by step, up to unlimited, as the business keeps sending messages customers engage with. The current tiers are listed in Meta's WhatsApp Business Platform documentation. ## What is the Quality rating? The quality rating is Meta's score of how customers have received a business's recent messages, based on signals such as blocks and reports. A high rating helps a number move to higher messaging limits; a low rating can restrict sending. Segmented, relevant messages and an easy unsubscribe protect the rating. ## What is an Opt-in? An opt-in is a customer's permission to receive WhatsApp messages from a business. WhatsApp's policies require businesses to collect opt-in before sending business-initiated messages and to honour requests to stop. ConvoBox includes a built-in unsubscribe option that excludes opted-out contacts from marketing. ## What is a WhatsApp broadcast? A WhatsApp broadcast sends one approved template to many opted-in contacts at once through the WhatsApp Business API. Unlike broadcast lists in the WhatsApp Business app, an API broadcast can reach any opted-in contact, include media and buttons, be scheduled, and report delivery, read and click rates. ## What is a Shared team inbox? A shared team inbox lets several agents answer customers from one WhatsApp Business number at the same time, each with their own login. It adds chat assignment, private notes, quick replies, CRM details and access control to every conversation. ## What is a WhatsApp chatbot? A WhatsApp chatbot is an automated conversation that starts from a trigger, such as a keyword or an ad click, and follows designed steps: messages, buttons, lists, questions, conditions and handover to a person. A no-code builder such as ConvoBox lets businesses create chatbots without programming. ## What are Interactive messages? Interactive messages are WhatsApp messages with tappable elements: reply buttons (up to three quick answers), list messages (a menu of up to ten options) and call-to-action buttons that open a link or start a call. They make chatbots and templates easier to answer than free text. ## What are WhatsApp Flows? WhatsApp Flows are native, multi-screen forms that open inside a WhatsApp chat, with fields such as text inputs, dropdowns and date pickers. Businesses use Flows for appointment booking, lead capture, sign-ups and feedback without sending customers to a website. ## What is a WhatsApp catalog? A WhatsApp catalog is a list of products attached to a business account, with names, prices and images. Customers browse it in the chat and send a cart to the business as an order, which can then be paid with a payment link. ## What are Click-to-WhatsApp ads (CTWA)? Click-to-WhatsApp ads are Facebook and Instagram ads whose button opens a WhatsApp chat with the business. ConvoBox tags each chat from a CTWA ad with the campaign and ad name so the team knows what the customer saw. ## What are Meta Lead Ads? Meta Lead Ads are Facebook and Instagram ads that collect a customer's details in an instant form without leaving the app. ConvoBox imports these form entries into its CRM with mapped fields and can send a WhatsApp message to the lead within seconds. ## What are Conversion signals? Conversion signals are events a business sends back to Meta, such as a lead becoming qualified or a purchase, so the ad system can optimise for real results and find similar people. ConvoBox sends CRM stage changes to Meta as conversion signals. ## What is COD confirmation? COD confirmation is the practice of asking a customer to confirm a cash-on-delivery order, usually with Confirm and Cancel buttons, before the order is shipped. It reduces return-to-origin (RTO) losses. ConvoBox writes the answer back to the Shopify order as a tag. ## What is Abandoned cart recovery? Abandoned cart recovery is a sequence of reminders sent to shoppers who started checkout but did not complete it. On WhatsApp, ConvoBox sends up to three timed reminders with the product photo, a one-tap link back to the cart and an optional coupon, and credits recovered orders to the reminder that won them. ## What is a Drip campaign? A drip campaign is a series of messages sent automatically on a schedule after a trigger. In ConvoBox, any CRM stage can have its own drip: the first message is sent the moment a lead moves into the stage, and the drip stops when the lead replies or moves on. ## What is the Model Context Protocol (MCP)? The Model Context Protocol is an open standard that lets AI assistants such as Claude use tools and data from other applications. The ConvoBox MCP server lets Claude read contacts, conversations, broadcast results and the CRM pipeline, and draft messages for review. Get started today ## Start selling and supporting on WhatsApp this week Connect your number to the official WhatsApp Business API and launch your first broadcast, chatbot or Shopify automation the same day. - 7-day free trial - No credit card - Official Meta Tech Partner - Hand-held onboarding --- Source: https://www.convobox.in/whatsapp-glossary/ · © ConvoBox Inc