Verse Glossary
Texting, contact center, and customer experience vocabulary defined
This glossary defines common vocabulary, abbreviations, and phrases related to texting software, lead generation, and AI platforms. It’s a list that clarifies industry terms for sales, marketing, and service teams looking to leverage SMS, AI, and/or call center software.
A
A2P – A2P messaging, or application-to-person messaging, is the process of sending mobile messages from a business application to a mobile user, usually via an automated process, for marketing or service reasons.
A2P 10DLC – While 10DLC stands for 10-digit long code phone numbers, A2P 10DLC is the new American standard that permits businesses to send A2P messages with these numbers when they are properly registered. With A2P 10DLC, trusted companies now experience increased deliverability and throughput, but do require additional registration to build trust with carriers.
A/B testing – A/B testing involves sending two slightly varied text messages (A and B) to two subsets of your audience to determine which version drives more engagement or conversions.
Abandoned calls – Abandoned calls are customer calls where the customer hung up or abandoned the conversation without a resolution. This often happens due to long wait times, complex IVRs, or ineffective communication channels.
Abandonment rate – Abandonment rate is the rate at which customer conversations are abandoned; for example, if you get 100 customer conversations or calls in a day and 3 are abandoned by the customer without resolution, your abandonment rate that day is 3%.
Aged leads – Aged leads are older leads from past months, quarters, or from years ago. Since these leads expressed interest but never bought, they are prime targets for re-engagement.
Agentic AI – Agentic AI leverages multiple AI agents to collectively achieve greater goals through communication, reasoning, planning, and shared memory. Its defining characteristic is interagent collaboration to achieve high-level objectives.
AIaaS – Short for artificial intelligence as a service, AIaaS is a technology services offering that allows businesses to quickly deploy and use AI tools without needing to build or maintain the AI. For example, Verse provides AIaaS by allowing companies to use conversational AI quickly and easily without building or maintaining any of the software.
AI agent – AI agents are task-oriented, goal-directed AI that can have varying degrees of autonomy. AI agents understand inputs, conduct reasoning, and take actions in order to achieve their specified goal.
AI automation – AI automation refers to the use of artificial intelligence to automate tasks that previously only humans could do, with varying degrees of autonomy and oversight.
AI digital assistant – AI digital assistants leverage the power of artificial intelligence to interact with users, providing answers and smart customer service instantly.
AI for business – AI for business encompasses a range of types of artificial intelligence for business purposes, including AI for internal workflows, customer engagement and service, and data gathering and analysis, to name a few.
AI hallucination – AI hallucinations refer to instances when large language models generate information that is convincing, yet factually incorrect. These errors can range from subtle misinformation to completely false information.
AI intent-based automation – AI intent-based automation is an artificial intelligence tool that determines intent based on the actions taken by the customer. Unlike traditional automation systems, which rely on input from the user and step-by-step instructions, intent-based automation systems are more adaptive.
AI lead qualification – AI lead qualification uses artificial intelligence to evaluate leads based on how likely they are to convert into customers, by analyzing lead data, behavior, and responses to determine fit and intent.
AI-powered customer experience – AI-powered customer service refers to the use of artificial intelligence to automate, enhance, and transform customer experiences at scale.
AI sales automation – AI automation refers to the use of artificial intelligence to automate and transform parts of the sales process, improving speed to lead and saving human teams time.
AI sales engagement – AI sales engagement uses artificial intelligence to engage leads instantly in conversation, and then qualify them.
AI SDR – An AI SDR (artificial intelligence sales development representative) is a type of AI agent that automates certain activities that a sales development representative (SDR) would normally do, including lead engagement, qualification, and routing.
AI SMS – AI SMS refers to the use of artificial intelligence for SMS-based customer engagement.
AI texting for call centers – AI texting for call centers automates business SMS with AI that integrates with your CRM and provides two-way conversations over text, reducing pressure on human call center teams.
AI texting platform – AI texting platforms (such as Verse) leverage artificial intelligence to conduct SMS-based conversations with customers at scale.
API – Short for application programming interface, an API allows different programs to communicate; an example would be Verse using an API for CRM integration, so Verse conversations sync with a CRM.
Automated lead engagement – Automated lead engagement refers to the use of automation or artificial intelligence for top-of-funnel lead interactions, such as chatbots.
Automated lead qualification – Automated lead qualification uses technology or artificial intelligence to qualify leads faster and at scale.
Automated SMS – Automated SMS uses technology to manage customer conversations over text.
Automation – Automation uses machines to execute repetitive and rule-based tasks and processes without the need for human intervention, helping to streamline workflows, increase efficiency, and reduce errors.
Average qualification time – Average qualification time refers to how long it takes to identify and qualify a lead, and helps teams better understand how effectively they are converting those leads.
B
B2B – B2B is short for business to business, i.e. a business selling products or services to other businesses.
B2C – B2C is short for business to consumer, i.e. a business selling products or services to individuals.
BDR – BDR stands for business development representative. BDRs help to build sales pipeline, concentrating on lead generation, qualification, and setting meetings for the sales team.
Bottom-of-funnel – In terms of the lead funnel, bottom-of-funnel refers to the latest stages of the buyer’s journey, where leads are ready to make a purchase decision.
BPO – BPO stands for business process outsourcing, and involves hiring external vendors to manage functions like customer support and lead outreach.
Brand awareness – Brand awareness is a measure for how familiar consumers are with your brand, and can be improved through marketing.
Buyer journey – The buyer journey is the steps buyers take as they move from becoming aware of their problem, searching for solutions, researching and comparing, and eventually buying a product or service.
C
CaaS – Short for conversations as a service, CaaS refers to product offerings that include managed customer conversations. For example, Verse manages top-of-funnel lead conversations via text for clients, allowing their teams to focus on their core business.
California Consumer Privacy Act (CCPA) – In 2018, the California Consumer Privacy Act (CCPA) added privacy rights for all California consumers, including that consumers have the right to request a report on personal information that companies have and share.
Call center – A call center refers to an office specifically for large volumes of phone calls, often used for customer service.
Call center SMS – Call center SMS expands call center communication beyond calls to include texting.
Call ready – If a customer is at the stage in the buyer’s journey where they are ready to have a call with a business, they’re referred to as call ready.
CallConnect™ – CallConnect™ is Verse’s live transfer feature. For warm and engaged leads who are in text communication with Verse, and call ready, CallConnect™ seamlessly transfers the lead to client teams.
CAN-SPAM Act – Enacted in 2003 by the Federal Trade Commission (FTC), the CAN-SPAM Act regulates commercial email and text messaging, requiring that all commercial messages clearly identify: a) That the message is an advertisement or solicitation; b) the sender’s valid physical address; c) a clear ability to opt-out.
Cart abandonment – When a customer adds a product/service to their virtual cart, cart abandonment happens if they do not move on to purchase what is in their cart.
Cellular Telecommunications Industry Association (CTIA) – The Cellular Telecommunications Industry Association (CTIA) represents mobile carriers and aligns with the TCPA to protect consumers from unwanted text messages. It is not technically a governing body, but can block the texting services for businesses that do not comply.
Chatbot – Powered by AI or automation, a chatbot typically engages customers on websites or help pages and provides fast responses to FAQs.
Co-marketing – Co-marketing refers to when two (or more) businesses cross-promote each other’s brands to reach a wider audience.
Cold calling – Cold calling is the practice of making outbound calls to leads who have expressed little to no interest in a business.
Cold lead – Cold leads are leads who have not engaged with a brand for a long time (cold leads can also refer to leads who have never engaged with a brand).
Compliance – Legal compliance, in terms of customer contact, is complying with relevant laws set forth by governing entities such as the Federal Trade Commission (FTC) when communicating with or marketing to consumers.
Concierge – For Verse, concierge refers to our fully-managed team of human agents, who provide human-in-the-loop (oversight) for our AI-driven conversations, and step in if needed.
Contact center – Similar to a call center, a contact center is an office specifically created for customer contact, usually customer service.
Content marketing – Content marketing uses content such as guides, videos, blogs, and ebooks, to inform and engage an audience and subtly market a brand in the process.
Conversational AI – Conversational artificial intelligence interacts with humans through conversations, communicating with users to provide information, answer questions, and perform tasks—often in real-time and across various communication channels.
Conversion rate optimization – For marketing and sales, conversion rate optimization is the process of continuously improving conversion rate, which is the rate at which leads convert into customers.
CPL – Short for cost per lead, CPL is used to measure, in dollars, how much a business spends to acquire a lead from a specific source. This metric is used to help marketing teams understand their ROI, efficiency, and lead sources.
CRM – Short for customer relationship management, CRM systems help businesses manage lead and customer information and interactions.
Cross-sell – Cross-selling is the practice of selling additional products or services to current customers in order to drive revenue and customer retention.
CTA – Short for call to action, a CTA points a user to an intended action. For example, a marketing email about a new product might have a CTA that says “Learn more about the product” that takes the user to a product page.
Customer effort scores – CES for short, customer effort scores refer to how much effort the customer needs to put in for a solution to a problem.
Customer engagement – Customer engagement refers to getting customers’ attention, through talking with them or marketing to them.
Customer experience – Abbreviated as CX, customer experience ranks the interactions that a customer has with a business, and includes everything from browsing a website to contacting customer support.
Customer intent – Customer intent is what the customer is trying to achieve through their actions; for example, customer intent on a website may be to research a specific product or service or to book a demo.
Customer journey – The customer journey refers to the steps that a customer often takes when moving through the buying process; this differs based on business and industry, but often has common denominators.
Customer referral – Customer referral is when a customer refers another person to buy a product or service; high referral rates tend to suggest high customer satisfaction.
Customer review – Customer reviews are those left by customers on your website or marketplace sites such as Google reviews.
Customer satisfaction – Also called CSAT, customer satisfaction refers to how satisfied or happy customers are with a product or service.
Customer service – Customer service aims to help customers solve problems, adopt products or services, and boost customer satisfaction.
D
Data insights – Data insights refer to valuable information derived from data that can help inform strategic decisions.
Data-driven marketing – Using marketing analytics and data insights related to engagement rates, lead sources, and the like, teams can implement data-driven marketing.
Deep learning – Deep learning is an advanced subset of machine learning (ML) that uses multi-layered neural networks to understand complex patterns in data. Unlike ML, deep learning (unsupervised learning) doesn’t require human intervention for it to learn from data.
Delayed leads – If a lead isn’t contacted within the first 1 hour – 3 days, conversion rates often drop sharply. In Verse terms, a delayed lead is one that the client team reached out to first, but did not hear back from. With delayed lead campaigns, Verse takes over outreach after these first attempts, ensuring no lead slips through the cracks.
Digital marketing – Digital marketing refers to using digital devices (such as computers or smartphones) for online marketing; this often includes websites, search engines, blogs, videos, emails, and social media.
Digital web assistant – A digital web assistant is a type of software that appears on a business website, and helps website visitors with certain tasks like getting answers to frequently-asked questions, navigating the website to find a specific product, or contacting support.
Disqualified leads – Disqualified leads do not meet a business’ qualification criteria at all and will not meet it for the foreseeable future. They differ from unqualified leads, because unqualified leads have the potential to meet qualification criteria.
DNC – DNC stands for Do Not Call, referring to the Do Not Call registry. It exists to stop consumers from receiving unwanted sales calls, and if businesses call anyone on the DNC they will face consequences and fines from the FTC.
E
Engagement rate – In sales, marketing, and service, engagement rate refers to the rate at which leads or customers engage with your business on various channels, which can include calls, emails, texts, social media, or other platforms.
F
FCC – Short for Federal Communications Commission, the FCC is the governing body for communications in the United States, regulating radio, television, wire, satellite and cable communications.
FTC – Short for Federal Trade Commission, the FTC protects the public from unfair or deceptive acts and practices in the marketplace. The FTC is responsible for the CAN-SPAM Act, and is permitted to write new text message marketing regulations within these guidelines.
First call resolution rate – First call resolution (FCR) rate is the number of inquiries that are resolved in the first call, and is a crucial metric for any call center.
Fully-managed SMS – Because SMS can be a heavy lift for businesses to manage independently, fully-managed SMS solutions like Verse handle all aspects of SMS conversations, from 10DLC registration, sending and receiving texts, ongoing compliance, and feeding SMS data to the CRM.
G
Generative AI – Generative artificial intelligence is trained to generate content, such as text, images, code, or even music. It creates entirely new content that is similar to the input data that it was trained on, and what it produces is dependent on the prompt it is given.
Generative Pre-trained Transformers (GPT) – Generative pre-trained transformers (GPTs) are a type of LLM developed by OpenAI. Based on user inputs, GPTs generate human-like text, and they work by predicting the next word in a sentence.
GEO – Short for generative engine optimization, GEO refers to optimizing online content for use in generative search engines such as ChatGPT or Google AI Search.
H
Hard appointments – Hard appointments refer to set and scheduled in-person or virtual appointments, including consults, demos, and meetings.
Homebuyers Privacy Protection Act – The Homebuyers Privacy Protection Act is set to go into effect on March 5, 2026 and will ban use of mortgage trigger leads: the sale of consumer data by a credit reporting agency (CRA) when a borrower applies for a mortgage. Exceptions will only be made if the lender is extending a firm offer AND has consumer opt-in or an existing relationship with the consumer.
Human-in-the-loop AI – Because artificial intelligence has limitations and is capable of hallucinating false information, human-in-the-loop AI refers to having human oversight for AI conversations and operations.
I
ICP – Short for ideal customer profile, ICP describes the characteristics of a valuable customer for a specific business, such as demographic, location, budget, etc. This helps marketing and sales teams focus on the right leads.
Inbound calls – Inbound calls are calls from customers or potential customers to a business.
Inbound lead generation – Inbound lead generation is a marketing strategy that focuses on attracting leads to a business, with the goal being that leads contact the business first.
Inbound marketing – Inbound marketing is a marketing strategy that focuses on growing a brand by building connections with consumers and getting them to come to you not only for products or services, but information and expertise as well.
IVR – Short for interactive voice response, IVR is an automated menu that allows callers to navigate a system over the phone through spoken words or keypad inputs.
J
JSON -Short for JavaScript Object Notation, this technical term refers to a common format for data exchange between systems, which would include integrations between Verse and a CRM.
Journey mapping – Journey mapping a strategic process that visualizes the touchpoints that a customer will most likely have during their buying journey.
K
Key performance indicator – A key performance indicator (KPI) is a highly-relevant metric that signifies progress towards a strategic business objective.
L
Large Language Model (LLM) – Large language models (LLMs) are integral tools used within AI for handling complex language tasks. LLMs are employed specifically for text-based tasks—like writing, summarizing, and translating.
Lead attribution – Lead attribution is how marketing teams can see which channels or touchpoints led to a sale, helping them better understand which lead sources and marketing methods work best in generating high-quality leads.
Lead capture – Lead capture refers to gathering information about a lead in order to put it in the CRM and make contact with them.
Lead conversion – Lead conversion refers to the process of turning a lead into a customer, involving many sales and marketing activities, and is a vital metric for both sales and marketing.
Lead engagement – Lead engagement refers to lead interactions with your brand, which includes many activities such as accessing your website, opening emails, following on social media, or talking with a representative.
Lead funnel – The lead funnel refers to where leads might be in their buying journey, from awareness and initial interest, to consideration and purchase.
Lead generation – Lead generation is the process of gaining leads for a business by attracting and capturing the interest of potential customers.
Lead management – Lead management is the process of tracking and managing leads, from when the lead is generated to purchase decision; it includes lead qualification, routing, and nurturing, and often uses a CRM.
Lead nurture – To nurture a lead means to build a relationship with potential customers and guide them towards making a purchase decision. Lead nurture focuses on creating and maintaining an authentic relationship with the customer, fostering trust, and addressing the customers’ needs and concerns.
Lead qualification – Lead qualification identifies which leads are most likely to buy so that sales can better prioritize who to talk to. Based on factors specific to each business, qualification assesses leads to determine which leads are best-aligned with current customers.
Lead qualification metrics – Lead qualification metrics are a measure of how effective a business is at identifying leads, qualifying them, and following up with the leads that are most likely to convert to sales.
Lead re-engagement – For leads, re-engagement refers to the process of reaching out to leads that previously expressed interest but did not convert.
Lead response time – Also known as speed-to-lead, lead response time is how long it takes a business to respond to inbound leads.
Lead routing – Lead routing refers to the process of distributing a lead to the correct step in the funnel, which may be a nurture track or a specific sales representative.
Lead scoring – Lead scoring assigns point values to lead actions or characteristics, which in turn make up a lead’s score. A lead score reflects how qualified the lead is or how likely the lead is to buy, with higher scores indicating quality, high-priority leads.
Lead source – Lead sources refer to methods, channels, or vendors that generate leads; this includes things like organic website traffic, ads, social media, trade shows, etc.
Lead-to-close rate – Lead-to-close rates show what percentage of leads ultimately go on to make a purchase.
Live call transfer – Live call transfers happen when an active call with a customer is instantly transferred to another team or department.
Live leads – Live leads are leads that just came in and are engaged in conversation.
M
Machine learning – Machine learning (ML) is a foundational approach within AI that enables computers to automatically learn, make decisions, and adapt. Machine learning typically requires human intervention (supervised learning) to curate its training datasets and refine its models.
Managed service – Managed services outsource certain processes such as technology maintenance, monitoring, and support, to a third-party service provider (the managed service provider, or MSP), which enable the client to focus on their core business. For example, Verse provides managed services by allowing companies to use conversational AI SMS without building, maintaining, or monitoring the process.
Marketing automation – Marketing automation is the use of software to manage and automate certain marketing tasks, such as emails and social media.
Marketing automation tools – Marketing automation tools are the different types of software used for marketing automation.
Marketing operations – Marketing operations refers to managing and optimizing marketing strategies and activities in order to maximize efficiency and performance.
Marketing technology stack – Marketing technology stack refers to all the technologies involved in a marketing team’s activities, including marketing automation and operations management.
Middle-of-funnel – In terms of the lead funnel, middle-of-the-funnel refers to the consideration stage, where leads are interested in a product or service but not yet ready to purchase.
MMS – Short for multimedia messaging service, MMS is the standard for sending texts that include multimedia content such as pictures or videos; it differs from SMS, which is limited to text.
MQL – Short for marketing qualified lead, an MQL is an individual who has engaged with marketing materials and fits a business’ customer profile. They are often early in the sales funnel and might not yet be ready to make a full buying decision.
MQL to SQL conversion rate – MQL to SQL conversion rate refers to the rate at which marketing qualified leads (MQLs) go on to become sales qualified leads (SQLs), meaning that they are assessed and qualified by the sales team, sales approved, and viable leads to be worked.
N
Natural language processing – Natural language processing (NLP) is a subfield of AI that encompasses various techniques and technologies used to analyze, understand, and generate human language. NLP can also be used to solve simple problems that don’t require the complexity of a large language model (LLM).
O
Omnichannel customer experience – An omnichannel customer experience is where a business meets customers on all channels in order to create a cohesive customer experience. This includes marketing, sales, and service.
Omnichannel marketing – Omnichannel marketing uses all available channels to market to leads across the customer journey in a consistent manner.
Opportunity – In sales and marketing, an opportunity means that the lead has moved through the funnel to where they are qualified and interested in making a purchase. It’s up to sales to close the opportunity.
Opt-in – An opt-in is how consumers consent to a company’s communications.
Opt-out – An opt-out is an easy way for customers to stop a company from continuing to contact them.
Outbound calls – As opposed to inbound calls, outbound calls are when a business calls a consumer.
Outbound marketing – Opposed to inbound marketing, outbound marketing is a strategy that focuses on pushing a brand message out to a broad audience, rather than waiting for consumers to come to the brand.
Outbound sales – Outbound sales focuses on creating new leads by initiating contact with potential customers; for example, cold calling.
P
Pipeline generation – Pipeline generation is the process of building a sales pipeline with qualified leads to move them through the sales funnel.
Prospect – A prospect is a qualified lead that sales wants to talk to.
Q
QR code – A quick response (QR) code consists of an array of black and white squares, and is typically used for storing URLs or other information for reading by the camera on a smartphone. They’re often used for linking to websites, product information, or digital menus.
Qualification accuracy – In the lead generation world, qualification accuracy refers to the rate at which qualified leads are identified correctly.
Qualified lead – Qualified leads are most similar to a business’ ideal customer profile (ICP), meaning that they are most likely to convert into customers.
Quality assurance – Quality assurance refers to a monitoring system put in place to maintain standards for products, services or processes to ensure that they meet expectations.
R
RCS – Short for rich communication services, RCS enhances traditional text messaging, namely by supporting high-resolution images, videos, and multimedia content, allowing for longer messages than the 160-character limit of SMS, and group chat features.
Referral – A referral is when a current customer or contact recommends a business to someone new; referrals are often high-value leads because referrals come with higher trust and social proof.
Revenue generation – Revenue generation is the process of driving revenue for a business through sales.
Revenue growth – Revenue growth is the process of increasing revenue over a period of time through greater sales efficiency.
ROI – Short for return on investment, ROI refers to the monetary gains made by investing money into a strategy, product, or service.
S
SaaS – Short for software-as-a-service, SaaS refers to a technology business model where companies sell software on a subscription basis that often includes maintenance and onboarding.
Sales and marketing integration – Essential to revenue generation, sales and marketing integration refers to the process of integrating sales and marketing efforts in a synergistic and cohesive manner.
Sales automation – Sales automation is the use of software to manage and automate certain sales tasks, such as data analysis or email outreach.
Sales automation tools – Sales automation tools are the different types of software used for sales automation.
Sales efficiency – Sales efficiency measures how effectively a sales team utilizes resources to drive results.
Sales pipeline – A sales pipeline tracks the progress of potential customers from leads to customers, helping sales teams forecast revenue and manage leads.
Sales-ready – A sales-ready opportunity is a lead serious about a purchase decision and is ready to talk to sales.
Script – In terms of AI for lead engagement, a script tells the AI how to respond to different customer inputs to ensure that messaging is aligned with a brand and customer journey.
SDR – Short for sales development representative, an SDR is often responsible for outbound and inbound lead engagement, including prospecting, follow-up, qualification, appointment setting, and the like.
Self schedule – Self schedule refers to the capability for customers to independently schedule their own appointments or calls, usually online, without talking to a business.
Self-service – Self-service refers to the capability for customers to independently achieve certain goals, usually online, without talking to a business; for example, resolving an inquiry using an FAQ or chatbot.
SEO – Short for search engine optimization, SEO is the practice of creating and maintaining online content so it shows up (or “ranks”) higher in search engine results.
Short code – Short codes are five to six digit numbers that send text messages only. They are vetted by carriers for their intended use, and are subject to minimal filtering, which makes them a popular choice for high-volume A2P messaging.
SMS – Short for short message service, SMS is how short, text-only text messages are exchanged between mobile phones and other devices. It is the basis for traditional text messaging.
SMS appointment setting – SMS appointment setting refers to the ability to set an appointment via SMS only.
SMS best practices – SMS best practices refer to proven guidelines to ensure high deliverability rates and response rates for text messages.
SMS compliance – SMS compliance refers to adherence to federal laws and regulations related to text messaging for businesses.
SMS conversation – An SMS conversation is a two-way exchange of text messages between people, businesses, or applications.
SMS for business – SMS for business refers to the use of text messaging for business purposes, including sales, marketing, and service.
SMS lead engagement – SMS lead engagement is when businesses interact with leads via text message.
SMS marketing – SMS marketing is the practice of sending marketing messages to consumers through text message.
SMS spam words – SMS spam words are certain words that are likely to make a text marked as spam and possibly undeliverable.
Social proof – Social proof refers to real, honest feedback from customers that informs the purchase decisions of other potential customers; this often includes reviews, referrals, and case studies.
Soft appointments – Unlike hard appointments, soft appointments are tentative or informal meeting invitations, like when a prospect asks for a call back without requesting a specific time.
Spam – In marketing, spam refers to emails or texts that are marked as junk or undeliverable.
Spam filter – Spam filters are put in place to filter junk texts or emails from consumers’ inboxes to reduce the amount of malicious, fraudulent, or non-compliant communications they receive.
Speed to lead – Speed to lead is how fast a business responds to inbound leads, and is measured as time between a lead’s inquiry and your first follow-up.
SQL – Short for sales qualified lead, an SQL is a lead that has been qualified and approved by sales as a viable lead to work.
State TCPAs – State “mini” TCPAs are individual state laws that regulate texting for consumers that reside in that state. Even if a business is not physically located in the same state as the consumer, many laws apply to contacting consumers that reside or are located within a state.
T
TCPA – The Telephone Consumer Protection Act (TCPA), enacted by the FCC, is the main law governing telephone communications in the U.S., including phone calls and text messages. It requires businesses to have consumers’ prior written consent in the form of an opt-in, and functional opt-outs, in addition to other rules.
TCPA compliance – Telephone Consumer Protection Act (TCPA) compliance refers to adherence to the guidelines outlined by the FCC in the TCPA.
TCPA opt-out requirements – Under the TCPA, businesses must provide clear and functional opt-outs for consumers. Under the Revocation of Consent rule, consumers retain the right to revoke consent using any reasonable method that clearly expresses their desire to opt out of future communications. Businesses are required to honor revocation requests within 10 business days.
Technology integration – Technology integration refers to the process of connecting different systems, enabling them to transfer data seamlessly. CRM integration is a common tech integration process.
Text handoff – Text handoff refers to when a customer conversation happening via text message is handed off to someone; this can be from an AI, chatbot, or another person.
Text open rate – Text open rate, or read rate, refers to the rate at which SMS from a business are opened, or read. The average text open rate is 98%.
Text response rate – Text response rate refers to the rate at which SMS from a business are responded to by recipients.
TCR – Short for The Campaign Registry, TCR works with North American mobile carriers and companies to register text messaging campaigns, and has control over message and call deliverability. Companies must register with TCR before sending SMS campaigns.
Top-of-funnel – In the sales funnel, top-of-funnel refers to the awareness stage of the customer journey, where leads become aware of their problem and products or services to solve it.
Trigger lead – Trigger leads result when lenders pay credit‑reporting agencies (CRAs) for a list of consumers that meet a certain criteria in order to then market to these consumers.
Trust Score – Trust Scores are assigned to companies by The Campaign Registry (TCR), and are numerical values ranging from 0 to 100. A higher score allows companies a greater daily messaging throughput. Companies must register with TCR and receive a score before implementing text message campaigns.
trustContact™ – trustContact™ is Verse’s compliance suite that ensures that text messaging campaigns and calls are received, effective, and risk-free. It includes assistance with TCPA compliance, A2P 10DLC registration, and gaining Trust Score.
Two-way SMS – Two-way SMS refers to business text message conversations that enable customers to not only receive texts, but send texts back to engage in a conversation with a business.
U
Unqualified leads – Unqualified leads are leads that don’t meet qualification criteria now, but could in the future; for example, a lead that is just not ready to buy.
Upsell – Upselling is the process of selling a customer additional products or services as they make a final purchase decision.
V
Verse.ai – Verse is a fully-managed, conversational AI-powered, SMS-based platform for customer conversations.
Virtual assistant – A virtual assistant is a program that uses artificial intelligence, such as natural language processing, to help users complete tasks or find information.
W
Warm lead – A warm lead is a lead that is engaged and open to learning more about a product or service.
Web engagement – Web engagement is when a lead or customer visits and interacts with a business’ website.
Workflow – A workflow is a process followed to complete a task or accomplish a goal.
Workforce management – Workforce management (WFM) manages a company’s employees to ensure that the correct people are doing the correct jobs to meet business objectives. It includes planning for labor needs, crafting schedules, and tracking employee time and performance.
Z
Zapier – Zapier is an orchestration platform that helps integrate different platforms and automate certain tasks, enabling seamless data flow and little manual work. Verse uses a simple and effortless integration process leveraging Zapier.