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Glossary of Terms
Simple meanings of common words used in Vaanexa, such as Inbox, Channel, Lead, Automation, Trigger and Copilot.
This page explains common words you will see in Vaanexa and in this Help Centre. Terms are listed in A–Z order.
| Term | Meaning |
|---|---|
| 24-hour window | On WhatsApp, Instagram and Facebook, you can send normal messages to a customer only within 24 hours of their last message. After that, on WhatsApp you need to send an approved WhatsApp template. |
| Agent (AI) | An AI assistant that talks to your customers for you. It answers questions, collects details, books appointments and passes the chat to your team when needed. Find it under Agents in the left menu. |
| Appointments | Meetings or bookings scheduled with customers, either by your team or by Vaanexa AI. |
| Approvals | The place where actions that need a manager's approval wait before they go ahead. |
| Automation | A set of steps that Vaanexa runs on its own when something happens. For example, sending a welcome message when a customer messages you. See Automating Your First Response. |
| Autopilot | A feature that watches your leads and sales and takes action automatically within the limits you set. |
| Broadcast | One message sent to a selected group of customers at the same time, for example an offer or reminder. Find it in the Marketing tab. |
| Business page | A public web page for your business with your logo, products, documents and an enquiry form. Every enquiry becomes a lead. See Getting Customers to Message You. |
| Call Queue | The list of calls to and from customers that your team needs to handle. |
| Catalogue | The list of products and services your business offers. Vaanexa AI and your Business page use it. |
| Channel | A messaging app your customers use to talk to you, such as WhatsApp, Instagram or Facebook Messenger. See Connecting Your Channels. |
| Chats | The list of all conversations on the left side of the Inbox. |
| Copilot | An AI helper in the Inbox that suggests replies for your team, based on the conversation and your business information. |
| Customer | A person who has talked to or bought from your business. Each customer has one profile with their chats from every channel. |
| Draft | An automation that has been saved but not published. It does not reach customers. |
| Flow Builder | The screen where you build an automation by choosing a trigger and adding steps. |
| Follow-up | A message or task to contact a customer again, for example when they have not replied. |
| Hand back to AI | A button in the Inbox that returns a conversation from your team to Vaanexa AI, so the AI starts replying again. |
| Human handling | Shows that a team member is handling the conversation. Vaanexa AI will not reply while this is on. |
| Inbox | The place where you see and reply to all customer conversations from every channel. See Responding to Messages. |
| Invoice | A bill sent to a customer for a product or service. |
| Knowledge | Your business information, such as FAQs, prices and policies, that Vaanexa AI uses to answer customers correctly. |
| Lead | A person who has shown interest in your business but has not bought yet. |
| Lead form | A form that collects a customer's details, such as name and phone number. Details filled in the form are added to Vaanexa as a lead. |
| Lead score | A number out of 100 that shows how likely a lead is to buy. A higher score means a hotter lead. |
| Lifecycle | The journey a customer goes through with your business, from new lead to paying customer. |
| Live | An automation or page that is published and switched on. It reaches customers. |
| Pipeline | A view of all your leads and deals, grouped by their stage. |
| Publish | To make an automation ready for customers. After publishing, switch on its toggle to make it Live. |
| QR code | A square code that customers scan with their phone camera to open your Business page or start a WhatsApp chat with you. |
| Quick replies | Ready-made replies shown above the reply box in the Inbox, such as Thanks, checking. |
| Radar | A feature that finds leads and deals that need attention, such as deals that have stopped moving. |
| Referral link | A personal link for each team member. Enquiries that come through it are assigned to that team member. |
| Role | The level of access given to a team member, such as Sales or Marketing. It decides which pages they can see and use. See Inviting Your Teammates. |
| Stage | The current step of a customer in your sales journey, for example New Lead or Consultation Done. |
| Step | One action in an automation, such as Send message or Ask a question. |
| Tag | A label added to a conversation or customer to group them, for example Stock Related. |
| Task | A to-do item for your team, such as calling a customer back. |
| Template (Automation) | A ready-made automation you can edit and use, for example Qualify a pricing enquiry. |
| Template (WhatsApp) | A message format approved by WhatsApp. It is needed to message a customer on WhatsApp after the 24-hour window. |
| Trigger | The event that starts an automation, for example Any new message or A message contains a keyword. |
| Vaanexa AI | The AI that replies to customers and helps your team inside Vaanexa. |
| Variable | A placeholder like {{variable}} that is replaced with real information, such as the customer's name, when a message is sent. |
| WhatsApp chat link | A link that opens a WhatsApp chat with your business, with a greeting already typed. |
| Workspace | Your business account in Vaanexa, where your team, channels, customers and settings are kept. |
| Write with AI | A button in the Inbox that writes a reply for you based on the conversation. |
What's next
You have completed the Quick Start guides. Explore the Help Centre to learn more about each feature in detail.