Product and customer work
- AI - artificial intelligence
- Software that performs tasks such as understanding messages or preparing replies.
- CRM - customer relationship management
- Software that stores customer profiles, requests, orders, and interaction history.
- FAQ - frequently asked questions
- A reusable list of common customer questions and approved answers.
- Handoff
- Passing a conversation from the AI agent to a human operator with its context.
- Knowledge base or KB
- Approved services, prices, policies, documents, and facts used to prepare replies.
- LLM - large language model
- The technology that prepares natural-language replies from the supplied context.
- Prompt
- Instructions and context given to the language model before it prepares a reply.
- RAG - retrieval-augmented generation
- Finding relevant approved knowledge first, then using it to prepare a reply.
- Tenant or workspace
- One business's isolated Otvetim account, settings, users, and data.
Data and integrations
- API - application programming interface
- A defined way for two software systems to exchange requests and data.
- API key or access token
- A secret credential that allows approved software to use an integration.
- CSV - comma-separated values
- A plain-text table format commonly used for data import and export.
- DM - direct message
- A private message sent to a business account on a social platform.
- TXT, MD, PDF, PNG, JPEG or JPG, GIF, SVG, and WebP
- Common text, document, and image file formats: plain text, Markdown, Portable Document Format, and several raster or vector image formats.
- HMAC - hash-based message authentication code
- A cryptographic signature used to verify that a request is authentic and unchanged.
- IP address - Internet Protocol address
- A network address assigned to a device or connection.
- HTTP, HTTPS, and POST
- Hypertext Transfer Protocol exchanges web requests; HTTPS protects that exchange with encryption; POST is a method used to send data.
- ID - identifier
- A value used to distinguish one record, account, message, or other item.
- JSON - JavaScript Object Notation
- A structured text format used to exchange settings and other data.
- OAuth - open authorization
- A standard that grants limited account access without sharing the account password.
- SIP - Session Initiation Protocol
- A standard used to start, manage, and end internet voice calls.
- SMS - Short Message Service
- The standard service used to send text messages to phone numbers.
- Scope or permission
- A specific action or category of data that an integration is allowed to access.
- SMTP - Simple Mail Transfer Protocol
- A standard used to send email between systems.
- TLS - Transport Layer Security
- Encryption that protects data while it travels over a network.
- URL - uniform resource locator
- The address of a page or other resource on the web.
- UTM parameters - Urchin Tracking Module parameters
- Labels added to a web address to identify an advertising campaign or traffic source.
- UUID - universally unique identifier
- A long identifier designed to be unique across systems.
- WABA - WhatsApp Business Account
- The Meta account that owns and configures a business's WhatsApp numbers.
- Webhook
- An automatic message one system sends to another when an event happens.
Operations and compliance
- LLC, JSC, and UNP
- LLC means limited liability company; JSC means joint-stock company; UNP is a Belarusian taxpayer account number.
- BYN - Belarusian ruble
- The international currency code for the Belarusian ruble.
- DLQ - dead-letter queue
- A holding area for jobs that could not be processed and need review or another attempt.
- ERIP - Electronic Payment Information Space
- The Belarusian «Raschet» system for payments through banks and payment services.
- Evaluation or eval
- A repeatable check that measures the quality or safety of an AI-agent reply.
- GDPR - General Data Protection Regulation
- European Union rules for processing and protecting personal data.
- KB and MB - kilobyte and megabyte
- Units used to describe a file's size; a megabyte is larger than a kilobyte.
- NPS - Net Promoter Score
- A customer-loyalty score based on likelihood to recommend a product or service.
- PCI DSS - Payment Card Industry Data Security Standard
- Security requirements for systems that process payment-card data.
- SLA - service-level agreement
- A written commitment that defines measurable service availability or response targets.
- SLO - service-level objective
- An internal measurable reliability or performance target for a service.
- SKU - stock keeping unit
- A business's unique code for a product or product variant.
- TTL - time to live
- How long stored or cached data remains valid before it expires.
- UTC - Coordinated Universal Time
- The global reference time used to compare times across time zones.
- UI - user interface
- The screens and controls through which a person uses the product.
- Four-eyes approval
- A safety rule requiring one person to request a sensitive action and another to approve it.