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CRM & Communication Glossary

Clear, concise definitions of the terms used in WhatsApp CRM, call management, and communication tracking. Each entry explains the concept, why it matters for teams of every size, and how it connects to Connectoo features.

A

Auto-Dialer

An auto-dialer is a software tool that automatically dials phone numbers from a contact list, connecting answered calls to available sales reps without manual dialing.

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C

Call Analytics

Call analytics is the measurement and analysis of phone call data — including call volume, duration, connect rates, missed calls, and rep performance — to optimize sales team activity.

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Call Management CRM

A call management CRM is a customer relationship management system that tracks, logs, and organizes phone call activity alongside customer data for sales and support teams.

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Call Queue

A call queue holds incoming calls in line and distributes them to available agents in order, so callers wait rather than hit a busy signal when everyone is occupied.

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Call Recording

Call recording is the capture and storage of audio from phone conversations, typically used in CRM systems for sales coaching, compliance, and quality assurance.

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Click-to-Call

Click-to-call is a feature that lets users place a phone call by clicking a button, link, or contact in software, without manually dialing the number.

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Cloud PBX

A cloud PBX is an internet-hosted phone system that provides business call routing, extensions, and call-handling features without any on-site hardware.

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Codec

A codec is the software that compresses and decompresses voice audio for transmission over the internet in a VoIP call, balancing sound quality against bandwidth use.

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Communication Timeline

A communication timeline is a chronological record of every interaction between a business and a customer — including WhatsApp messages, phone calls, SMS, and internal notes — displayed on a single contact profile.

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Contact Management

Contact management is the process of storing, organizing, and maintaining customer information — including names, phone numbers, conversation history, and interaction records — in a CRM system.

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CRM Integration

CRM integration is the process of connecting a CRM system with other software tools — such as WhatsApp, email, phone systems, or marketing platforms — to sync data automatically.

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D

DID (Direct Inward Dialing)

DID (Direct Inward Dialing) is a service that gives a business one or more dedicated phone numbers that route calls directly to specific users, teams, or workflows without an operator.

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F

Follow-Up Automation

Follow-up automation uses CRM rules to trigger automatic actions — such as sending messages, creating tasks, or alerting managers — when specific events occur like missed calls or unanswered messages.

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I

IVR (Interactive Voice Response)

IVR (Interactive Voice Response) is an automated phone menu that lets callers route themselves to the right team or service using keypad presses or voice commands.

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J

Jitter

Jitter is the variation in the arrival time of voice data packets in a VoIP call, which can cause choppy or garbled audio if it is too high.

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L

Lead Management

Lead management is the process of capturing, tracking, qualifying, and nurturing potential customers from first contact through to conversion or disqualification.

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N

Number Porting

Number porting is the process of transferring an existing phone number from one provider to another so a business can keep its number when switching services.

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P

PBX

A PBX (Private Branch Exchange) is a private telephone system that routes calls within a business and connects internal users to external phone lines.

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S

Sales Pipeline

A sales pipeline is a visual representation of where each potential deal stands in the sales process, typically organized in stages from initial contact to closed-won or closed-lost.

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Shared Inbox

A shared inbox is a centralized messaging interface where multiple team members can view, assign, and respond to customer conversations from a single dashboard.

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SIP (Session Initiation Protocol)

SIP (Session Initiation Protocol) is the signaling protocol used to set up, manage, and end voice and video calls over the internet in VoIP systems.

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Softphone

A softphone is software that turns a computer or mobile device into a phone, letting users make and receive VoIP calls without a physical handset.

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SRTP

SRTP (Secure Real-time Transport Protocol) is an encryption standard that protects the voice audio in a VoIP call from eavesdropping and tampering.

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T

Telecalling

Telecalling is the practice of making outbound phone calls to potential or existing customers for sales, lead qualification, collections, or customer follow-up.

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Toll-Free Number

A toll-free number is a business phone number that callers can reach without paying for the call, with the cost instead billed to the business.

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V

VoIP

VoIP (Voice over Internet Protocol) is a technology that transmits voice calls over the internet instead of traditional phone lines, letting businesses place and receive calls from a browser or mobile app.

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VoIP Call Tracking

VoIP call tracking is the technology that captures phone calls made over the internet (Voice over Internet Protocol) and logs them automatically into a CRM, recording caller ID, duration, timestamps, and call outcome.

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W

WebRTC

WebRTC (Web Real-Time Communication) is an open standard that lets web browsers make voice and video calls directly, without plugins or separate apps.

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WhatsApp Business API

The WhatsApp Business API is an official interface provided by Meta that allows businesses to integrate WhatsApp messaging into CRM systems, chatbots, and customer support tools at scale.

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WhatsApp CRM

A WhatsApp CRM is a customer relationship management tool that integrates with WhatsApp to track, manage, and organize customer conversations in a centralized dashboard.

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