A 24-hour period that starts from the customer's last message, during which the business can reply with any message type, no template needed. After it closes, you can only message the customer with an approved template.
Example: A customer messages you at 10 AM, so you can reply with any message until 10 AM the next day.
When a customer adds products to your online store's cart and leaves without completing the purchase. Well-timed reminder messages can recover these sales.
Example: A WhatsApp reminder an hour later: "Your cart is saved. Want help finishing your order?"
AI software that understands a customer's request and carries out real tasks such as replying, booking, taking orders and updating the CRM, not just answering from a fixed list.
Example: An agent answers an apartment inquiry, asks about the budget, then books a viewing.
When AI confidently makes up incorrect information, such as a price or an offer that does not exist. It is reduced with a knowledge base, strict instructions and testing.
Example: A poorly configured bot promised a customer free delivery that never existed.
A Meta-approved company that provides the WhatsApp Business API to businesses, helps with registration and offers a platform for management, billing and support.
Example: A company registers its number through an approved provider instead of dealing with Meta's technical setup directly.
An installment service that lets customers split a purchase into payments, usually four interest-free installments, while the BNPL provider pays the merchant for a fee.
Example: A customer buys furniture worth SAR 4,000 and pays 1,000 now through Tabby or Tamara.
Selling inside the conversation itself: questions, recommendations, ordering, payment and tracking all happen in WhatsApp or Instagram without going to a website.
Example: A customer asks about a perfume, picks it from the catalog and pays by link without leaving WhatsApp.
The total amount a customer is expected to pay you over their whole relationship with your business. It tells you how much it is worth spending to win or win back that customer.
Example: A laundry customer pays SAR 150 a month for two years, so their value is roughly SAR 3,600.
The percentage of customers satisfied with a specific experience, measured with a short question after the service, such as "How would you rate our service from 1 to 5?"
Example: 85 out of 100 customers chose 4 or 5, so the CSAT is 85%.
Clear permission a person gives for their data to be processed for a specific purpose, which they can withdraw at any time. It is a key basis for direct marketing by message.
Example: A sign-up form with a separate option: "I agree to receive offers on WhatsApp."
Saudi Arabia's mandatory e-invoicing system, overseen by the Zakat, Tax and Customs Authority (ZATCA). Invoices must be issued from a compliant electronic system.
Example: A company sends the customer a copy of their e-invoice on WhatsApp after payment.
The time between a customer's message arriving and the first reply from a person or agent. It is one of the most important customer satisfaction metrics on WhatsApp.
Example: A team cut its first response time from 45 minutes to 1 minute with an AI agent.
When a customer messages you from a click-to-WhatsApp ad or a Facebook Page button and you reply within 24 hours, a 72-hour window opens in which all your messages are free.
Example: A customer arrives from an ad and you reply right away, so follow-up messages for the next three days carry no fees.
Passing a conversation from a chatbot or AI agent to a human agent when needed, with a summary of what was said so the customer does not have to repeat themselves.
Example: A customer upset about a delay is transferred to a supervisor with a summary: order number, issue and request.
Asking specific questions, such as budget, timing and need, to find out whether a lead is serious and a good fit before they take up the sales team's time.
Example: The AI agent asks about budget and purchase timing, and passes only serious leads to sales.
The central Meta account that holds your Facebook and Instagram pages, ad accounts, WhatsApp Business API accounts and permissions. It was previously called Business Manager.
Example: A company adds its service provider as a partner in its business portfolio instead of sharing a password.
A process where you upload official documents, such as your commercial registration, to prove to Meta that your business is real. It builds trust, raises messaging limits and is required for some features.
Example: A company uploads its commercial registration and a bill in its name, and its account is verified within days.
A software company approved by Meta to connect its customers to the WhatsApp Business API directly from its platform through Embedded Signup, with accounts managed under the customer's own portfolio.
Example: Modeer 360 is an approved Tech Provider, so customers connect their number from inside the platform in a few steps.
A paid Meta subscription in selected markets that gives a business the blue verified badge plus impersonation protection and support, depending on availability in your country.
Example: A store troubled by numbers impersonating its name subscribes so its real number shows as verified.
A branch of AI that lets computers understand and analyze human language, written and spoken, including meaning, intent and sentiment.
Example: The system understands that two differently worded Gulf-dialect messages, "I'd like to book" and "I want an appointment", are the same request.
A loyalty metric that asks "How likely are you to recommend us, from 0 to 10?" It is calculated by subtracting the percentage of detractors (0-6) from the percentage of promoters (9-10).
Example: With 60% promoters and 15% detractors, the Net Promoter Score is 45.
An experience where customers move between channels (WhatsApp, calls, Instagram) and their context is kept, so they never repeat their story on each channel.
Example: A customer started on Instagram and then called, and the agent saw the earlier chat instantly.
A customer's request to stop receiving your marketing messages, through a "Stop" button or a word like "stop". It must be honored immediately by removing them from campaigns.
Example: A customer tapped "Stop", was tagged automatically and did not receive the next campaign.
A service that accepts customers' online payments by card or wallet and transfers them to the merchant's account. It usually offers payment links and notifications.
Example: A store connects a local payment gateway to accept mada, Visa and Apple Pay.
A secure link for a set amount that you create in your payment gateway and send to the customer, who pays by card or another method without a website or cart.
Example: An Instagram seller sends a SAR 350 payment link in the chat after confirming the order.
The rules a store publishes for returning and exchanging products: the time limit, required condition, exclusions, who pays for shipping and how refunds are made.
Example: A fashion store allows 14 days for returns and excludes underwear.
A comparison of the profit an activity generates against its cost. It is calculated by subtracting the cost from the return, then dividing by the cost.
Example: A campaign cost SAR 2,000 and brought in SAR 8,000 in profit, so the ROI is 300%.
A timed plan for how many follow-up messages and calls to make, and when, after a quote or first contact, so the deal is not lost and the customer is not annoyed.
Example: Follow up after one day, then call after 3 days, then send a final message after a week.
The Saudi law governing how personal data is collected, processed and shared. Mandatory enforcement began on 14 September 2024, with penalties of up to SAR 5 million.
Example: A store explains in its privacy policy why it collects mobile numbers and how it uses them.
Saudi Arabia's national authority for data and artificial intelligence, which oversees enforcement of the Personal Data Protection Law and its regulations.
Example: A company reviews SDAIA's guidelines before launching an AI agent that processes customer data.
A set commitment on response or resolution time, either internal to the team or written into a customer contract, such as replying within 5 minutes and resolving the issue within 24 hours.
Example: A maintenance company commits to answering every request within 15 minutes and sending a technician within a day.
One screen that brings together messages from WhatsApp, Instagram, Messenger and other channels, so the team replies to everything from one place with a full history for each customer.
Example: A store team answers Instagram and WhatsApp messages from the same screen instead of juggling 3 phones.
Tags added to the end of a link that record the traffic source and campaign, such as Instagram or a Ramadan campaign, so you know which campaign brought in each customer.
Example: A campaign link tagged "Ramadan campaign" shows in the report that 30 orders came from it.
An automatic notification one system sends to a URL in another system the moment something happens, such as a message arriving, being delivered or an invoice being paid, so data updates in real time.
Example: When a customer pays, the payment provider sends a webhook, the order updates and a confirmation is sent.
Numeric codes Meta returns when a message fails to send, explaining the reason. For example, 131047 means the 24-hour window has expired and 131026 means the message could not be delivered.
Example: A team sees error 131047 and knows it needs a template, because the customer has not replied in two days.
Sending an approved template to a segment of customers at once through the WhatsApp Business API, with delivery, read and reply reports, within your messaging limits.
Example: A pharmacy sends a vitamin offer reminder to 3,000 customers who agreed to receive offers.
The official business version of WhatsApp that runs through an API instead of the app. It allows multiple agents on one number, connecting a chatbot and a CRM, and sending approved templates.
Example: A perfume store in Riyadh has 6 agents and an AI agent replying on the same number from one inbox.
The free mobile app for small businesses, with a business profile, catalog and quick replies. It is limited in the number of linked devices and does not support advanced automation.
Example: A small salon in Jeddah replies from the reception phone, and the app is enough until messages pile up.
The ability to receive and make voice calls with customers over the WhatsApp Business API inside the company's platform, under terms and prices set by Meta.
Example: A customer taps the call button in the chat and reaches a sales rep directly.
A Meta feature that lets you use the WhatsApp Business App and the Cloud API on the same number at the same time, with synced chats, under specific conditions and limits.
Example: A store owner replies from his phone while his team uses the platform on the same number.
The template category for offers, ads, promotions and win-back messages. It is the most expensive template category and requires the customer's prior opt-in.
Example: A "20% off for National Day" message sent to customers who agreed to receive offers.
A message with fixed text that Meta reviews and approves in advance. It is the only way to start a conversation with a customer or message them after the 24-hour window closes, and it accepts variables such as name and order number.
Example: The template "Your order [Order number] is on its way" is sent automatically whenever an order ships.
The maximum number of unique customers you can start a template conversation with in 24 hours. It rises in tiers from 250 to 2,000, then 10,000, then 100,000, then unlimited.
Example: A new number starts at 250 customers a day and moves up as it keeps sending with good quality.
The old version of the WhatsApp API that businesses hosted on their own servers. Meta shut it down permanently on 23 October 2025, and everyone moved to the Cloud API.
Example: A bank that ran its own servers moved its numbers to the Cloud API before the shutdown date.
A customer's explicit agreement to receive your WhatsApp messages before you send them templates. Meta's policy and data protection laws require it for marketing.
Example: An "I agree to receive offers on WhatsApp" checkbox on an online store's checkout page.
Meta's pricing model since July 2025: you are charged for each delivered template based on its category and the recipient's country, instead of per conversation. Since 1 October 2026, service messages inside the 24-hour window are also charged per message.
Example: A campaign of 1,000 marketing templates to Saudi customers is charged for each delivered message.
A Meta indicator (green, yellow, red) that measures how customers responded to your messages over recent days, affected by blocks and reports. A low rating can stop your limit from rising or restrict the number.
Example: A campaign to a purchased list triggered reports, and the number's quality rating turned red.
Any free-form reply a business sends within the 24-hour window after a customer's message, with no approved template needed. Since 1 October 2026 each service message is charged at the utility rate of the customer's country; Meta partners report the first 1,000 per number each month are free.
Example: A customer asks about sizes, and the agent replies directly with text and a photo, no template needed.
The template category tied to a transaction the customer requested or an account they hold, such as order confirmations, shipping updates, invoices and appointments. It costs less than marketing templates.
Example: A clinic reminder: "Your appointment is tomorrow at 5 PM. Please confirm you are coming."
A verification mark shown next to a verified business name. It used to be green for official accounts; Meta then replaced it with a blue badge shared with Facebook and Instagram.
Example: A customer sees the blue badge next to the bank's name and trusts the message is official.
WhatsApp, Instagram, Messenger and calls in one inbox, an AI agent that sells, and a CRM with invoicing. Try Modeer 360 free for 7 days, no credit card needed.
