Glossary
Plain-language definitions of the WhatsApp AI Sales Agent and COD e-commerce terms used across Replyk and our blog.
- AI Sales Agent
- An autonomous AI that handles the full sales cycle in chat — engaging leads, recommending products, answering questions, negotiating, and confirming orders — without a human for each message, while letting a human take over at any time. Replyk runs AI Sales Agents on WhatsApp, Instagram, and Messenger.
- COD (Cash on Delivery)
- A payment method where the customer pays in cash when the order is delivered, rather than online up front. COD is dominant in Morocco and North African e-commerce, which makes order confirmation by phone or chat a critical, high-volume step.
- Order Confirmation
- The step where a merchant verifies a COD order with the customer (items, price, address, delivery time) before shipping it. Replyk's AI agent does this automatically over WhatsApp to reduce fake or mistaken orders and lower return rates.
- CTWA (Click to WhatsApp Ads)
- Meta ads that open a WhatsApp conversation when clicked, instead of sending users to a website. Replyk's AI agent engages these leads instantly and tries to close the sale natively in chat.
- CTM (Click to Messenger Ads)
- The Messenger equivalent of CTWA — Meta ads that open a Facebook Messenger conversation. Replyk handles these leads on Messenger through the same unified inbox.
- Darija
- Moroccan Arabic, the everyday spoken dialect in Morocco. Replyk's agents communicate fluently in Darija (alongside Modern Standard Arabic, French, and English), which is key to selling and negotiating naturally with Moroccan customers.
- WhatsApp Business API / Platform
- Meta's official programmatic interface for businesses to send and receive WhatsApp messages at scale (distinct from the consumer WhatsApp Business app). Replyk connects merchants via Meta Embedded Signup and operates on the official platform.
- Meta Tech Provider
- A company verified by Meta to build on its official WhatsApp Business, Instagram Messaging, and Messenger Platform APIs. Replyk is a verified Meta Tech Provider, which keeps merchant accounts compliant and numbers secure.
- 24-Hour Conversation Window
- WhatsApp's rule that a business may send free-form messages only within 24 hours of the customer's last message. Outside that window, businesses must use pre-approved message templates. Replyk manages templates and windows to stay compliant.
- Message Template
- A pre-approved WhatsApp message format required for business-initiated messages and for messaging outside the 24-hour window. Each template has an approved category and purpose.
- RTS (Return to Sender)
- A shipped COD order that fails delivery and is returned to the merchant, creating cost and lost revenue. Replyk reduces RTS by confirming orders up front and sending proactive delivery follow-ups to customers.
- Abandoned Cart Recovery
- Reaching out to customers who started but did not complete an order, to recover the sale. Replyk's agent follows up on WhatsApp to confirm or salvage these orders.
- Unified Inbox
- A single place where conversations from WhatsApp, Instagram DMs, and Messenger all appear together, so an agent (AI or human) can handle every channel without switching tools.
- AI Playground
- A safe sandbox in Replyk where merchants can chat with their configured AI agent to test and fine-tune its behavior — pricing negotiation, objection handling, tone — before going live with real customers.
- Conversions API (CAPI)
- Meta's server-side event interface for sending conversion events (such as Lead and Purchase) directly from a server rather than the browser. Replyk uses CAPI (and the TikTok Events API) to track AI-driven conversions and optimize ad campaigns.
- Response (billing unit)
- Replyk's pay-as-you-go billing unit: one Response means the AI handled one incoming customer turn, regardless of how many messages, media, or transcriptions it sends back in that turn. Typical pricing is about $5 per 1,000 responses.