Social media glossary
Find out what a term means before putting it to use in your shop. Each page starts with a short definition, followed by an example, practical steps and common questions.
Explore the terms
Brand voice for AI replies
Brand voice for AI replies is the consistent style a business asks AI to use when answering customers. It covers tone, formality and preferred or avoided words so replies reflect the business's personality.
Read the definitionBring your own AI key (BYOK)
Bring your own AI key (BYOK) means connecting an app to your business's own AI provider account with an API key. Your business pays the provider directly for AI usage and manages its spending, while keeping the key private.
Read the definitionBroadcast message
A broadcast message is one message sent to a chosen group of contacts who agreed to hear from a business. It shares a relevant update while respecting opt-outs and the messaging rules of each platform.
Read the definitionChatbot flow
A chatbot flow is a planned sequence of messages, questions and branches that guides a conversation with a bot. The next step depends on the customer's answer or a rule set in advance.
Read the definitionComment-to-DM automation
Comment-to-DM automation uses a public comment to trigger a private reply to the same person. It often uses a keyword and sends the reply only when the platform's messaging rules allow it.
Read the definitionAutomatic first comment
An automatic first comment is a comment a business adds automatically under its own social media post right after publication. It can share a link or an extra detail separately from the post's caption.
Read the definitionHuman takeover (bot handoff)
Human takeover (bot handoff) is when a person takes over a customer conversation from a bot. The bot pauses its replies in that chat so the person can continue with the conversation history available.
Read the definitionOrder confirmation message
An order confirmation message tells a customer that a business has received their order and repeats the details. It summarises the items, payment method and delivery arrangements, and explains how to request a change.
Read the definitionPost scheduling
Post scheduling is preparing social media posts in advance and setting when they should be published. A queue holds the posts for automatic publishing at their planned times.
Read the definitionSocial CRM
Social CRM is customer relationship management built around conversations on social channels. It keeps contacts, conversation history and tags together so a business can understand each customer's requests.
Read the definitionUnified social inbox
A unified social inbox is a shared workspace for reading and replying to messages and comments from connected social accounts. It lets a business manage supported conversations in one place.
Read the definitionWhatsApp Cloud API
WhatsApp Cloud API is the official interface hosted by Meta for businesses to send and receive messages through connected software. Customer conversations must follow WhatsApp's consent and messaging rules.
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