Glossary
Every word you meet in OMAI and in Meta’s WhatsApp tools, defined in a sentence or two — from assistant, handoff and allowance to WABA, phone number ID, Embedded Signup and the 24-hour window.
- Who
- Everyone — new members, support, and anyone reading an error message
- Plan
- All plans
- Role
- None — this page is reference only
OMAI sits on top of Meta’s WhatsApp Business Platform, so you meet two vocabularies: ours, on the dashboard screens, and Meta’s, in the connect pop-up and in the technical details behind a connection. This page defines both. Values written in code are literal strings you will see on screen or in a log.
Words OMAI uses
| Term | What it means |
|---|---|
| Assistant | The AI that answers your customers on WhatsApp. Most screens say assistant; a few buttons shorten it to AI, such as Pause AI. |
| Organization | Your account: one business, its WhatsApp numbers, its knowledge base, its team and its subscription. Everything you see in the dashboard belongs to one organization, and nothing crosses between organizations. Often shortened to “org”. |
| Inbox | The screen that lists your WhatsApp conversations. The sidebar link is Conversations; the page it opens is headed Inbox. |
| Conversation | One running thread with one customer. When you mark a conversation Mark resolved it is closed, and the customer’s next message starts a new conversation rather than reopening it. |
| Handoff | The moment the assistant stops answering and leaves the conversation for a person. It hands over when a customer asks for a person, sounds frustrated, or raises a sensitive topic — and also when the plan’s answers are used up. |
| Take over | The inbox button that puts you in charge of a conversation. It sets the conversation to Agent handling and assigns it to you, and the assistant stops replying there until someone chooses Resume AI. |
| Internal note | A note attached to a conversation that only your team can read. Notes are never sent to the customer and never appear in the message timeline. |
| Tag | A free-text label you add to a conversation, up to 40 characters. There is no shared tag list, no autocomplete, and the inbox cannot be filtered or searched by tag. |
| Lead | An enquiry recorded on the Leads page, with a status you set by hand. The dashboard has no control that creates a lead, so the page is empty until one exists. |
| Knowledge base | The business information the assistant answers from: documents you upload, plus the services, FAQs, policies and opening hours you entered in Settings. |
| Knowledge source | One item in the knowledge base — an uploaded file, or one of the four groups compiled from Settings (FAQ, Services, Policy, Business hours). |
| Chunk | The small piece a source is split into for searching. The assistant retrieves chunks, not whole files, which is why a price and its label must sit in the same piece of text. |
| Sync details from settings | The button on the knowledge screen that rebuilds those four groups from your current Settings. Editing a service, FAQ, policy or opening hours does not reach the assistant until this runs. |
| Test simulator | The chat box on Assistant settings that shows how the assistant would reply. Nothing is sent to a customer, and a test message is not counted as an AI answer — but the simulator stops working once your plan’s answers are used up. |
| Guided check | The short wizard that asks what you have today and decides which connect path fits, before Meta’s pop-up opens. A guided-check session expires after 60 minutes. |
| Connection | One WhatsApp number linked to your organization, with its own status, its own technical details and its own settings. |
| AI answer | The unit your plan is measured in: one reply the assistant sends to a customer on WhatsApp that the messaging provider accepted, at most one per incoming customer message. |
| Allowance | How many AI answers your plan includes in one billing period — 1,250 on Starter, 4,000 on Growth, 10,000 on Pro. |
| Fair use | The band above the included allowance on Growth and Pro where the assistant keeps answering without a further charge, up to 6,000 and 15,000 answers. Past that point answering stops. |
| Seat | One person in your organization. The billing screens call the same thing a team member; the plan cards say {count} seats. |
| Role | What a team member may do: Owner, Admin, Agent or Viewer. Roles are cumulative — an Admin can do everything an Agent can. |
| Add-on | A dedicated phone number rented from OMAI, billed monthly on top of the plan price. The billing page adds the two into one total under Add-ons. |
| Live | The badge on the Your assistant card when the assistant is answering customers. OMAI sets it for you when a WhatsApp number finishes connecting — there is nothing to press. |
| Owner (from phone) | The sender label on a message you sent yourself from the WhatsApp Business app on your phone. Those messages appear in the inbox on a number that also runs on your phone. |
| Imported | A badge on a conversation that came from your phone’s chat history when the number was connected, rather than from a live message. |
| From ad | A badge on a conversation that began when someone tapped a WhatsApp button on a Meta ad or post. |
Words Meta uses
These belong to Meta, not to OMAI. You meet them in the connect pop-up, in the Technical details panel under a connection, and in error text that comes back from Meta.
| Term | What it means |
|---|---|
| WhatsApp Business Platform (Cloud API) | Meta’s official API for businesses. OMAI is built on it, as an independent tech provider — Meta runs the messaging, OMAI runs the assistant on top of it. |
| WABA (WhatsApp Business Account) | The account inside Meta that owns your WhatsApp business number. Its identifier appears as waba_id in Technical details. |
| Phone number ID | Meta’s identifier for one connected number — not the phone number itself. It appears as phone_number_id in Technical details, and it is what inbound messages are routed by. |
| Business portfolio | The Meta business container that holds the WABA. You pick it, or create it, inside the connect pop-up. You must be an admin of it for the connection to complete. |
| WhatsApp Manager | Meta’s own console for a WABA — where numbers, display names and message templates are managed on Meta’s side. Some fixes can only be done there. |
| Embedded Signup | Meta’s pop-up sign-in flow that connects your number to OMAI. The phrase surfaces in one message: Self-connect (Embedded Signup) isn’t available right now. |
| Coexistence | Connecting a number that stays live in the WhatsApp Business app on your phone, so the phone and the assistant both work on it. The dashboard never uses the word — it says Also on your phone. |
| Registration | The step that binds a number to the Cloud API. It runs once when a number is connected as a Cloud API number, and is deliberately skipped for a number that also runs on your phone. |
| Display name | The business name Meta shows next to your number in WhatsApp. Meta verifies it, and it is changed in WhatsApp Manager, not in OMAI. |
| Message template | A message whose wording was approved in advance, and the only kind of message that may be sent once the 24-hour window has closed. Approval happens in Meta’s tools; OMAI reads the approved list with Sync from provider. |
| Customer-service window | The 24 hours after a customer’s last incoming message, during which you and the assistant may send free-form replies. Outside it, only an approved template may be sent. The inbox calls it the Service window (24 hours). |
| Conversation (Meta’s meaning) | Meta uses the same word for the messaging sessions it charges for. Those fees are billed by Meta directly to the WhatsApp Business account, and they are separate from your OMAI plan and your OMAI invoice. |
Words on the billing screens
| Term | What it means |
|---|---|
| Trial | A 14-day period at the start of an account. It provisions the Starter plan whichever plan card was clicked, and no card is asked for. |
| Billing period | The month your usage is counted in. The Usage this period card resets with it, and the Subscription status tile shows when it ends. |
| Plan version | The exact set of prices and allowances your subscription was bought under. Renewals are charged against that version, so a later change to the price list does not move your price. |
| Invoice | OMAI’s own billing record for one charge, listed on the billing page with its date, amount and status. View opens the document when one is available. |
| Tax invoice/receipt (חשבונית מס/קבלה) | The fiscal document issued for an Israeli organization for each paid invoice. It splits the same total into net and VAT. |
| Credit note (תעודת זיכוי) | The fiscal document issued for a refund, against the original tax invoice/receipt. |
| VAT | Israeli value-added tax at 18%, already inside the displayed price. The checkout page shows Total charged today with Includes VAT (18%) underneath. |
| Answers before service pauses | The tile on the billing page that names the exact number of AI answers at which the assistant stops answering on your plan. |
| Payment method | The saved card renewals are charged to. Update payment method opens a fresh card-details page; a ₪1 charge is used to save and verify the new card. |
| Cancel at period end | What the Cancel subscription button does: renewals stop, and your plan keeps running to the end of the period you have already paid for. It is not an immediate stop, and it is not a refund. |
Where the same thing has two names
- The sidebar link is Conversations; the page it opens is headed Inbox. One screen.
- The billing page meters AI answers; the dashboard alert strip calls the same number AI replies. One count.
- The product noun is assistant, but the inbox buttons say Pause AI and Resume AI. One assistant.
- Meta’s word is coexistence; the dashboard badge is Also on your phone. One kind of connection.
- The nav link reads Assistant Settings and the page heading reads Assistant settings. Same page, different capitals.
- Adding a team member adds them immediately and emails them a link — a set-password link for someone new to OMAI, or a pointer to sign-in for someone who already has an account.
Is the assistant’s language the same setting as my dashboard language?
No, and there are three of them. Interface language in Settings changes your own dashboard. Assistant reply language on Assistant settings decides which language the assistant answers customers in. The business content language in Settings decides the language your knowledge base is written and indexed in.
Where do I find my WABA id and phone number ID?
Open WhatsApp in the dashboard and expand Technical details under the connection. It lists the provider, phone_number_id, waba_id and the raw status detail — the four things support will ask for.
Does a “conversation” cost me money?
Not in OMAI. Your OMAI plan is measured in AI answers, not conversations. Meta separately charges the WhatsApp Business account behind your number for its own messaging, on Meta’s rates and Meta’s invoice.
What is the difference between a knowledge source and a chunk?
A source is the thing you added — one uploaded file, or the group compiled from your FAQs. A chunk is one searchable piece of it. The assistant looks up chunks, so a fact only answers well if it sits complete inside one piece of text.