Customer messaging glossary
Clear definitions of the terms used across omnichannel messaging, AI-assisted support, and data protection — and how each one applies in Inno Message.
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AI agent
An AI agent is software that resolves a customer request end to end without a human, such as answering a question or completing a task. In Inno Message, AI agents answer from your own knowledge base using retrieval (RAG) and hand off to a human with full context when needed.
AI assistant
An AI assistant supports a human agent rather than replacing them: it drafts replies, summarizes long threads, and adjusts tone, while the agent reviews and sends. It is the usual first step before introducing autonomous AI agents.
AI resolution
An AI resolution is one customer issue that the AI handles to completion without a human stepping in. Inno Message plans include a monthly allotment of AI resolutions, and usage beyond it is billed at a published per-resolution overage rate.
Audit log
An audit log is a tamper-evident record of sensitive actions in a system — who did what, and when. Audit logs support security investigations and compliance reviews, and are included on the Inno Message Business and Enterprise plans.
Conversation
A conversation is a single thread with one customer within a billing period, regardless of how many messages it contains. Messaging platforms, including Inno Message, commonly use conversations rather than individual messages as the unit for plan limits.
Conversation routing
Conversation routing is the automatic assignment of incoming conversations to the right person or team based on rules such as channel, language, topic, customer tier, or agent workload.
CSAT (customer satisfaction score)
CSAT is a customer satisfaction metric, usually collected with a short survey after a conversation closes and reported as the percentage of positive responses. It is tracked alongside response and resolution times to judge support quality.
Data Processing Agreement (DPA)
A Data Processing Agreement is the contract required by Article 28 of the EU GDPR between a data controller and a processor. It sets out how personal data is processed, secured, and deleted. Inno Message signs a DPA with customers for conversation and contact data.
First response time (FRT)
First response time is the elapsed time between a customer sending a message and receiving the first human or AI reply. It is one of the most watched support metrics because customers judge responsiveness by it.
Human handoff
Human handoff is the transfer of a conversation from an automated flow or AI agent to a human agent, carrying the full history and context so the customer does not have to repeat themselves.
Omnichannel inbox
An omnichannel inbox is a single shared workspace where messages from every customer channel — WhatsApp, SMS, email, live chat, and social DMs — arrive in one queue with shared assignment, notes, and history. It is the core of Inno Message.
Retrieval-augmented generation (RAG)
Retrieval-augmented generation is a technique where an AI model first retrieves relevant passages from a trusted source, such as your help articles, and then writes its answer from them. It grounds AI replies in your own content and reduces made-up answers.
Single sign-on (SSO)
Single sign-on lets employees log in with their company identity provider instead of a separate password, using standards such as SAML or OIDC. It centralizes access control and offboarding. Inno Message supports SSO on the Business and Enterprise plans.
SLA (service level agreement)
An SLA is a committed target for service performance. In support it usually means a maximum response or resolution time; for a platform it can also mean guaranteed uptime. Inno Message support SLAs range from 24 hours on Starter to a custom 1-hour response on Enterprise.
Standard Contractual Clauses (SCCs)
Standard Contractual Clauses are model contract terms approved by the European Commission that allow personal data to be transferred lawfully from the EEA to countries without an adequacy decision. Inno Message relies on SCCs, plus encryption, for such transfers.
Webhook
A webhook is an HTTP request a platform sends to your server when an event happens, such as a new message or a closed conversation. Signed webhooks include a signature so the receiver can verify the request really came from the platform.
WhatsApp Business API
The WhatsApp Business API, now the WhatsApp Business Platform from Meta, lets companies message customers on WhatsApp at scale through an approved provider. Meta charges per conversation; Inno Message passes that cost through plus a published 8% margin.
Workspace
A workspace is a self-contained environment inside a messaging platform with its own channels, team members, and settings — typically one per brand, region, or business unit. Inno Message plans include between one and unlimited workspaces.