Glossary

Account The workspace your team shares — contacts, conversations, pipelines, campaigns and settings all belong to one account. Everyone with access holds a role on it.

Agent (role) The role that can do the day-to-day operational work — send messages, move deals, run campaigns, edit automations and flows — but has no access to settings, billing, or member management. See Members and roles.

Automation A trigger-and-step workflow (waits, conditions, tags, webhooks) that reacts to something happening — like a new message — without a person doing it manually. See Automations.

Campaigns (formerly "Broadcasts") Sending a message to many contacts at once. The feature is called Campaigns in the product today; the public API's endpoints and the broadcasts database tables kept the original name, so you'll still see "broadcasts" in API responses and usage labels. See Campaigns.

Coexistence A WhatsApp connection method for a number that's already live on someone's phone in the WhatsApp Business App. It keeps the number working on the handset while the same conversations also flow into Relay. See WhatsApp numbers.

Contact A person you message on WhatsApp, with their own profile, tags, custom fields and conversation history. See Contacts.

Conversation The ongoing thread of messages with one contact, shown in the shared inbox. See Inbox.

Custom field An extra piece of text information you define, attached to every contact (for example a lead source or account number). See Custom fields — the same page also covers tags, the colour-coded labels used for quick filtering.

Flow A visual, node-graph chatbot you build to handle conversations automatically — richer than an automation, with branching and interactive replies. See Flows.

Pipeline A set of stages a deal moves through, used to track sales or other multi-step processes. See Pipelines.

Restricted (account state) What happens when a subscription lapses past its grace period: sending pauses and plan-gated features switch off, but no data is deleted. See Billing.

Template A pre-approved WhatsApp message format, submitted to and approved by Meta, required for messaging a contact outside the 24-hour customer-service window. See Message templates.

WABA (WhatsApp Business Account) Meta's account object that a phone number belongs to — the identity Relay's connection is subscribed to for a given number. See WhatsApp numbers.

Wallet A prepaid balance some billable WhatsApp sends draw from, tracked separately from your plan's included quota. See Wallet.

Webhook An HTTPS endpoint you register with Relay to receive signed, real-time notifications when events happen on your account (a message arrives, a status changes, and so on). See Developers and the API.