Nateq glossary: customer service and AI terms explained
Plain-language definitions of the terms used in Nateq, such as AI resolution, escalation, seat, wallet, WABA, message template, SLA, CSAT and routing rules.
Definitions of the terms you'll see in Nateq, in alphabetical order. Each term links to the full guide.
AI agent
The AI assistant that replies to your customers on chat, messaging and calls, using your knowledge sources. How the AI agent answers
AI resolution
A conversation the AI agent handles fully, without a human stepping in. AI resolutions are billed from your wallet. What is an AI resolution?
AI voice agent
The AI agent for phone calls. It answers calls to your WhatsApp number and can transfer them to your team. Set up the AI voice agent
Audit log
A record of who changed what in your workspace, and when. Audit log
Broadcast
A one-off message sent to a list of contacts at once, such as an announcement. Broadcasts vs campaigns
Campaign
A planned marketing message sent to a segment, with replies and conversions tracked. Broadcasts vs campaigns
Canned reply
A saved reply your team can insert in one click to answer common questions. Canned replies and internal notes
CSAT (customer satisfaction)
A short survey that asks customers to rate their support experience after a conversation. Customer satisfaction (CSAT)
Escalation
When the AI agent hands a conversation to a human agent, with the full history attached. Escalation from AI to a human
Internal note
A message inside a conversation that only your team can see. Canned replies and internal notes
IP allowlist
A list of approved IP addresses set on an API key. The key only accepts requests from those addresses. Available on Team and above. API keys
Knowledge source
Content the AI agent learns from, such as your website, files or help articles. Add knowledge sources
Marketing contacts
The contacts you can reach with campaigns. Each plan includes a set number, and you can buy extra packs. Marketing contact limits
Message template (WhatsApp)
A message pre-approved by Meta, required to start a WhatsApp conversation or to message a customer more than 24 hours after their last message. WhatsApp message templates
QA (quality reviews)
Reviewing and scoring conversations handled by agents or the AI to improve service quality. Quality reviews (QA)
Queue
The list of waiting conversations that agents pick up from. The queue
Routing rules
Rules that decide which team or agent receives a conversation, for example by channel, language or topic. Set up routing rules
Seat
A paid licence for one team member. Nateq plans are priced per seat. Per-seat pricing
Segment
A group of contacts filtered by attributes such as tags or activity, used for campaigns. Create segments
SLA (service level agreement)
Target times for first response and resolution. Nateq tracks and alerts on them. SLA policies
Unified inbox
One place where your team handles conversations from every channel. Using the unified inbox
WABA (WhatsApp Business Account)
Your business account on Meta's WhatsApp Business Platform, which holds your phone numbers and templates. Prepare your WhatsApp number and WABA
Wallboard
A live screen showing real-time support metrics for your team. Custom reports and wallboards
Wallet
A prepaid balance used to pay for AI resolutions, AI voice minutes, call media fees and transcription beyond your included amount. Your wallet
Webhook
An automatic message Nateq sends to your system when an event happens, such as a new conversation. Set up webhooks