Glossary
AI Agent: AI assistant with its own role, tone, and knowledge base.; Knowledge base: The documents the AI consults to respond.; Company memory: T…
1 min readBasicUpdated on November 12, 2026
Video lesson coming soon. For now, follow the steps below.
| AI Agent | AI assistant with its own role, tone, and knowledge base. |
| Knowledge base | The documents the AI consults to respond. |
| Company memory | What the AI learned from day-to-day operations and you approved. |
| Handoff | When the conversation leaves the AI (or a department) and goes to a person or another department. |
| 24-hour window | Meta rule: after 24 hours without a message from the customer, only approved templates can be sent through official WhatsApp. |
| Message template | Text approved by Meta to start a conversation on official WhatsApp. |
| Credits | The unit of AI usage. They are used first from the plan, then from purchased credits. |
| User and collaborator | A user uses teams; a collaborator only uses tasks, meetings, and Izy. |
| Workspace | A separate area for an agency client, brand, or unit. |
| Segment | A group of contacts filtered by tag, stage, source, or behavior. |
| SLA | The agreed timeframe to respond to and resolve each conversation. |
| Cadence | How many posts per week on each network and format. |
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