Glossary
Plain-English definitions of the core terms used across MAZZA.
A quick reference for the words you will see across MAZZA. Each term has a one-line plain-English definition and a link to the page where you can learn more. Skim it, or use your browser's find to jump to a word.
The agents
These are the two AI workers that handle your customers.
| Field | Description |
|---|---|
| Voice agent | The AI receptionist that answers your phone line. It greets callers, answers questions, checks availability, and books or captures a lead, then logs a summary to your dashboard. |
| WhatsApp agent | The AI that replies to your WhatsApp Business chats. It can answer, qualify, and book, or hand the conversation to a human when needed. |
| Intent | What the AI decides the contact wanted. On a call this is booking, lead, inquiry, or other. It helps you see at a glance whether a conversation turned into business. |
| Sentiment | A read on the customer's mood during a conversation: positive, neutral, or negative. Useful for spotting unhappy customers fast. |
| Escalation (human handoff) | When the agent passes a customer to a person, either by offering to transfer a call or by flagging a WhatsApp chat for your team. Set up so no customer is left stuck. |
To understand how the two agents share your business knowledge, see The two AI agents.
People and records
These are the records MAZZA keeps in your CRM.
| Field | Description |
|---|---|
| Lead | Someone who showed interest but has not booked yet. Every call and chat that does not become a booking can become a lead so you can follow up. |
| Client (customer) | A contact you have done business with, or a confirmed customer. Clients carry their full history of calls, chats, and bookings. |
| Deal | A potential piece of business you are working toward, tracked through stages in a pipeline (for example, new, in progress, won, lost). |
| Pipeline | The set of stages a deal moves through from first contact to won or lost. You can see where every deal stands at a glance. |
| Booking | A scheduled appointment, rental, or reservation. It lands on your shared calendar whether the agent, your team, or a customer link created it. |
| Task | A to-do tied to a lead, client, deal, or booking, so follow-ups do not slip through the cracks. |
| Contact | A person in your WhatsApp inbox, identified by their phone number, with their chat history and tags. |
For the full picture of how these connect, read Leads, clients, deals and bookings.
Conversations and channels
The words for what happens when a customer reaches out.
| Field | Description |
|---|---|
| Call | A phone conversation handled by the voice agent. Each call logs a summary, intent, sentiment, and any booking or lead it produced. |
| Conversation | A WhatsApp thread with one contact. It has an agent mode, an intent stage, and a full message history. |
| Intent stage | Where a WhatsApp conversation sits in its journey: inquiry, qualification, booking intent, confirmed, or lost. It tells you how close the chat is to a sale. |
| Template (WhatsApp) | A pre-approved WhatsApp message used to start or re-open a chat outside the 24-hour window. Meta must approve templates before you can send them. |
| 24-hour window | Meta's rule that you can only send free-form WhatsApp messages within 24 hours of the customer's last message. After that, you must use an approved template. |
The 24-hour window matters
Outside the 24-hour window, WhatsApp only allows approved templates. This is a Meta rule, not a MAZZA limit. See Templates and the 24-hour window.
Agent modes
Every WhatsApp conversation runs in one of four modes. You can change the mode on any chat at any time.
| Field | Type | Description |
|---|---|---|
| AutonomousAI sends | mode | The AI replies automatically, with no human in the loop. |
| AssistedYou send | mode | The AI writes a draft reply and waits for you to review and send it. |
| ManualYou handle | mode | The AI is paused. Your team handles the conversation by hand. |
| ResolvedClosed | mode | The conversation is closed. It stays on record but needs no action. |
Learn when to use each in Agent modes and human handoff.
Your business setup
What you configure so the agents speak accurately for your business.
| Field | Description |
|---|---|
| Business profile | Your business details, hours, policies, and services. The agents draw on this to answer questions and quote correctly. |
| Fleet / catalog | Your bookable items: cars, rooms, services, or yachts, with their prices and availability. The agents quote and book from this. |
| Promotion | An offer or discount you set up, which the agents can mention to customers. |
| Automation | A rule made of a trigger (when something happens) and an action (do this), so routine follow-ups run themselves. |
| Module / feature | A part of MAZZA you can switch on or off for your workspace, such as the funnel or analytics, under Settings then Features. |
To see how your setup reaches the agents, read How your business profile powers the agents and Your fleet and catalog.
Numbers and workspace
The terms for your account and your reporting.
| Field | Description |
|---|---|
| Forecast | A projection of expected bookings or revenue based on your recent activity. It appears on your calendar and in analytics. |
| Organization (workspace) | Your company's account in MAZZA. It holds your data, team, settings, and billing. You can belong to more than one and switch between them. |
Not sure what to call something?
If a term is missing here, the page for that feature usually defines it on its first mention. Start from your dashboard tour or the FAQ.
Where to go next
Last updated June 2026