Campaign
Definition: A configurable sequence of WhatsApp and LinkedIn messages sent to a group of contacts in defined steps and intervals. Each campaign can have multiple follow-up steps.
Example: “3-step campaign: Initial contact + Follow-up 2 days later + Final follow-up 5 days later”
Knowledge Center
Definition: A centralized database that stores information, policies, FAQs and instructions. All Nuvia modules (especially the AI) access this base to answer questions without human intervention.
Usage context: “Updating the Knowledge Center with the new warranty policy ensures the Smart Funnel answers correctly.”
Smart Follow-up
Definition: An automatic system that re-engages inactive contacts. The AI detects when a lead has stopped interacting and automatically sends a re-engagement campaign with a personalized message.
Usage context: “We set up a Smart Follow-up for contacts who didn't reply within 3 hours.”
Smart Funnel
Definition: An Artificial Intelligence agent that runs complete WhatsApp conversations on its own. It qualifies leads, answers questions, books meetings and transfers to humans at the right time.
Usage context: “We put a Smart Funnel in place to handle the first qualifications — now 80% of leads arrive pre-qualified.”
HSM (Highly Structured Message)
Definition: A message template pre-approved by WhatsApp for business purposes. HSMs have faster delivery and can be sent even outside the conversation's 24-hour window.
Usage context: “Our first contact message must be an approved HSM.”
Integration
Definition: A connection between Nuvia and external tools (HubSpot, Salesforce, RD Station, Google Calendar, webhooks). It lets systems share data in real time or on a schedule.
Usage context: “We turned on the HubSpot integration to sync contacts and deals automatically.”
KPI (Key Performance Indicator)
Definition: A key performance indicator. In Nuvia, examples include: campaign reply rate, response time, Pipeline conversion rate.
Usage context: “Our campaign KPI is a reply rate of at least 15%.”
Lead
Definition: A person's or company's contact identified as a prospect — someone who fits your ICP and can be approached.
Usage context: “We added 200 new leads to the campaign yesterday.”
List
Definition: A base of contacts or companies. A List is created manually (CSV import, capture via search) and its members don't change unless you deliberately add or remove contacts.
Example: “We created a List with 500 contacts imported via CSV.”
Service Metric
Definition: Performance indicators for the Conversations module, including: conversation volume, average response time, resolution rate without transfer.
Usage context: “We checked the service metrics to see if response time improved.”
Campaign Metric
Definition: Campaign performance indicators: number of sends, delivery rate, open rate, reply rate.
Usage context: “The last campaign's reply rate was 18% — above the 15% goal.”
Valid Phone Number
Definition: A verified, active WhatsApp number, ready to receive messages. Invalid numbers cause delivery failures.
Usage context: “We need to validate the list — there are 50 invalid numbers that should be removed.”
Dashboards
Definition: An analytics hub with three tabs: Service (volume, response time), Campaigns (reach, delivery, replies) and Pipeline (conversion, drop-off).
Usage context: “We check the Dashboards every morning to track the previous day's progress.”
Pipeline
Definition: A real-time sales Kanban. It shows all leads organized by stage (e.g. Initial Contact, Qualified, Proposal, Closed). Stages are customizable and updated automatically through AI actions.
Usage context: “We move the lead to ‘Proposal’ when the Smart Funnel manages to book a meeting.”
Qualification
Definition: The process of validating a lead to confirm it meets your sales criteria (budget, need, authority, timeline). The AI qualifies leads automatically in Smart Funnels.
Usage context: “The Funnel does the initial qualification; contacts with no budget are discarded.”
Segmentation
Definition: Dividing a contact base into smaller groups based on common criteria (job title, industry, location, behavior). It allows more effective campaign targeting.
Usage context: “We segmented the list into 3 groups: Directors, Managers and Operations, and each group gets a different message.”
Webhook
Definition: A URL-based integration that lets external events trigger actions in Nuvia. For example: when a deal is closed in Salesforce, a campaign is automatically triggered in Nuvia.
Usage context: “We set up a webhook to trigger a Smart Funnel every time a contact is created in HubSpot.”