What are the core AI terms?
- AI agent: software that uses a language model to understand requests and take predefined actions through tools (look up an order, create a lead, draft a reply). See agent vs chatbot.
- LLM (large language model): the model that reads and writes text, for example models from OpenAI, Anthropic, Google or open-source providers.
- Prompt: the instructions given to a model: who it is, what it may do, what tone to use and what never to say.
- RAG (retrieval-augmented generation): fetching relevant passages from your own documents (FAQs, policies, catalogue) and giving them to the model so answers are grounded in your content.
- Knowledge base: the approved content an agent answers from.
- Hallucination: when a model states something plausible but false. RAG and stop rules reduce the risk; they don't remove it.
- Tool / function calling: how an agent triggers actions in other systems in a controlled way.
- Token: a unit of text used to measure and bill model usage.
What are the human-in-the-loop terms?
- Stop rule: our written boundary for each agent: what it does alone, what needs approval, hard stops, and what the handover includes. Free template.
- Human-in-the-loop (HITL): a design where people approve or decide on risky steps. See our guide.
- Handoff / escalation: passing a conversation to a person with context attached.
- Approval queue: a list of drafts or actions waiting for a person to confirm.
- Confidence threshold: a rule that hands over when the agent isn't sure.
What are the WhatsApp terms?
- WhatsApp Business app: the free phone app for small businesses.
- WhatsApp Business Platform / API: the programmable version used for automation and team inboxes. App vs API.
- WABA: WhatsApp Business Account, the account on the platform that holds your numbers and templates.
- BSP: Business Solution Provider, a Meta partner offering platform access (for example AiSensy, WATI, Interakt, Gupshup).
- Cloud API: Meta's own hosted API, usable without a BSP.
- Template: a pre-approved message format for business-initiated messages.
- Service window: the 24 hours after a customer's message during which free-form replies are allowed.
- Message categories: marketing, utility, authentication and service, each priced differently. See October 2026 changes.
- Quality rating: Meta's measure of how recipients react to your messages.
- Opt-in: a person's agreement to receive WhatsApp messages from your business.
- Click-to-chat link: a wa.me link that opens a WhatsApp chat with your number. Generate one.
What are the automation and integration terms?
- Workflow: a series of automated steps triggered by an event.
- Trigger: the event that starts a workflow (a new message, form or order).
- Webhook: a message one system sends to another when something happens.
- API: a defined way for software to talk to other software.
- n8n, Make, Zapier: workflow automation tools. Compared here.
- CRM: customer relationship management system, for example Zoho CRM or HubSpot.
- Pilot: one scoped workflow built and reviewed before expanding. Our process.
What are the Indian compliance terms?
- DPDP Act: India's Digital Personal Data Protection Act, 2023. Basics for chatbots.
- Data Fiduciary / Processor: the business deciding how data is used, and vendors processing it on the business's behalf.
How do we apply this in client work?
Everything on this page feeds into how we run pilots. We start with a consultation to understand the process and the people involved, then write a one-page scope: the trigger, inputs, steps, outputs, a success measure and a stop rule that says what the agent may do alone, what needs approval and when it must hand over. We build inside the tools you already use, test on real or realistic cases including awkward ones, and review the results with your team before anyone talks about expanding.
We keep a few habits on every project: we never publish invented results, we label examples as illustrations, we list third-party costs separately, and we say so plainly when something isn't worth automating yet. If that sounds like the kind of partner you want, read the pilot process or message us on WhatsApp.
What should you prepare before talking to us?
You don't need a technical brief. A useful first conversation needs only a few things, and gathering them is valuable even if you never work with us:
- The process in plain words: what triggers it, who does what, and where it usually goes wrong.
- Rough volumes: how many messages, orders, tickets or invoices per week. A one-week tally is enough.
- Your tools: WhatsApp app or API, CRM, sheets, accounting or helpdesk software, including versions or plans where you know them.
- Three real examples: typical messages or cases, plus one awkward one, with personal details removed.
- What must never happen: the mistakes that would hurt most. These become the first lines of your stop rule.
- An owner: the person who will review the workflow once it runs.
Send these on WhatsApp or by email, or run the pilot scorecard first.
How does a pilot with us work?
Every engagement follows the same four steps. Consult: you walk us through the process, the tools and where it breaks. Pick the pilot: we choose one workflow and write down its inputs, outputs, tools, stop rule and success measure. Ship: we build it into the tools you already use and test it on real cases. Review: your team checks what the agent did and what it escalated, then decides whether to tune it, expand it or stop. Read the full pilot process.