Glossary

Customer service terms, in plain words.

Twelve terms you’ll meet when you choose a helpdesk, a WhatsApp inbox or a CRM. Each one starts with a short definition, explains how it works, and then shows it in Axonave on a real screen.

Reviewed 9 November 2026.

Support and helpdesk

How requests arrive, who owns them and how fast they’re answered.

  • Omnichannel support

    Omnichannel support means customers can reach you on the channel they prefer, such as web chat, WhatsApp or email, and your team answers all of them from one place, with the customer’s whole history in view.

    In Axonave: Omnichannel inbox

  • Shared inbox vs helpdesk

    A shared inbox is one mailbox or chat queue that several people answer from, like a support@ address the whole team can open.

    In Axonave: Omnichannel inbox

  • SLA (service level agreement)

    An SLA (service level agreement) is a promise about how fast you’ll respond to a customer and how fast you’ll resolve their request.

    In Axonave: SLA management

  • CSAT vs NPS

    CSAT (customer satisfaction) asks how happy a customer was with one interaction, usually right after it, on a short scale such as one to five stars.

    In Axonave: Surveys

  • Ticketing system

    A ticketing system turns every customer request, whether it came by email, chat or a form, into a ticket: a record with a reference number, an owner, a status and a priority, kept until the problem is solved.

    In Axonave: Helpdesk

WhatsApp for business

Meta’s rules for businesses that talk to customers on WhatsApp.

CRM and sales

Which leads to call first, and where every deal stands.

  • Lead scoring

    Lead scoring gives each lead a number, or a hot, warm or cold rating, for how likely they are to buy, so the sales team calls the most promising ones first.

    In Axonave: Leads & deals pipeline

  • Sales pipeline stages

    Sales pipeline stages are the steps a deal moves through from first contact to won or lost, such as Qualified, Proposal and Negotiation.

    In Axonave: Leads & deals pipeline

AI in customer service

How an AI answers from your articles, and what it never sees.

  • RAG (retrieval-augmented generation)

    RAG (retrieval-augmented generation) is how an AI answers from your own documents.

    In Axonave: Axonave AI

  • PII masking for AI

    PII masking replaces personal and sensitive details, such as card numbers, bank accounts, ID numbers, email addresses and phone numbers, with placeholders before a message is sent to an AI model.

    In Axonave: Axonave AI

  • Agent assist

    Agent assist is AI that works beside a human agent instead of talking to the customer.

    In Axonave: Agent Assist

See the terms working in your own workspace.

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