PLAIN LANGUAGE · OPERATING CONSEQUENCE
Definitions written for people running the work, with the practical consequence inside Crosvia beside each one.
A call queue is an ordered list of who an agent should ring next, built by the system from promised follow-ups, unfinished calls and lead scores rather than sorted by hand.
Calls → Queue. Agents see their own queue; managers see the team view with overdue and awaiting-disposition counts per person.
A lead score is a number from 0 to 100 that ranks how worth-contacting-now a lead is, computed in Crosvia from four weighted factors: recency, source, engagement and profile completeness.
Shown on every lead header and list row with the four-factor breakdown; orders the hot-uncalled band of the call queue and the AI reply drafts read the same reasons.
An SLA (service-level agreement) is a response-time promise a team makes to itself, such as a first reply within 15 minutes or a first call within an hour, that the CRM measures and escalates when broken.
Settings → Working hours and SLA targets per channel; overdue threads are flagged in the inbox and escalate via automations; SLA attainment appears in Analytics → Team.
The Conversions API (CAPI) is Meta's server-to-server interface for sending conversion events, such as a lead becoming a paying customer, from your CRM to your Meta pixel or dataset, so ad campaigns can optimise on real outcomes instead of form fills.
Settings → Integrations → Meta → Conversions API: pick the pixel, map stages to events, optionally set a test event code; events send automatically on stage change.
A WhatsApp template message is a pre-written, Meta-approved message with optional variables that a business uses to start or re-open a conversation outside the 24-hour customer service window.
Settings → Templates syncs approved templates from your WhatsApp Business Account; the inbox composer offers them when the window is closed and automations can send them on triggers.
The 24-hour customer service window is the period after a customer's most recent WhatsApp message during which a business can reply with free-form messages; outside it, only approved template messages can be sent.
The inbox shows the window state on every thread, the composer switches to the template picker when the window is closed, and follow-up automations check the window before sending.
Round-robin assignment is a distribution rule that hands each new lead to the next agent in a rotating order, so work is spread evenly without a manager assigning by hand.
Automations → Assign → Round-robin among a chosen group, with working-hours and open-lead caps; Leads → Auto-assign rules per brand.
A vertical pack is a ready-made set of pipeline stages, lead-profile fields, automations and templates for one type of lead business, such as study abroad, domestic admissions, migration, clinics, real estate, recruitment or beauty and wellness.
Chosen per brand at setup (Settings → Pipeline); the application and document checklist features read the pack too.
Speed to lead is the elapsed time between a prospect's enquiry, such as a Meta lead form submission, and the first human contact attempt by the business.
Analytics shows median speed to lead per brand, agent and source, split by working and non-working hours; automations send the first template within seconds of a lead-ads webhook.
A lead source is the channel or campaign a lead came from, such as Meta Lead Ads, a website form, WhatsApp, a walk-in, a referral or a purchased list, recorded on the lead at creation.
Set automatically by webhooks and forms, editable on the lead; Analytics → Sources shows the funnel per source. The quality factor per source is a fixed table in the scorer, the same for every workspace.
A pipeline stage is one named step in the journey from first enquiry to a closed deal, such as Counselling booked, Offer received or Visa granted, with a defined meaning for when a lead moves into it.
Leads → Board shows stages as columns with per-column totals; Settings → Pipeline edits names, order and stale thresholds.
A call disposition is the recorded outcome of a call, such as connected and interested, no answer, busy, wrong number or not interested, logged immediately after the call together with any follow-up it creates.
Prompted after every dialler call and when logging a manual call; the awaiting-disposition band of the queue lists any call without one.
A follow-up is a dated commitment to contact a lead again, by call or message, created by an agent or an automation and tracked until it is done, overdue or cancelled.
Follow-ups page, the lead record, and the call queue bands two and three; automations create them on triggers such as 'lead replied' or 'no answer'.
An automation is a rule of the form trigger, conditions, actions that the CRM runs without a person, such as 'when a lead is created from Meta Lead Ads, assign round-robin and send the first WhatsApp template'.
Automations page with a rule builder, run history and retry; a library of common rules per vertical pack.
The DPDP Act is India's Digital Personal Data Protection Act 2023, the law that governs how organisations collect, use, store and erase digital personal data, enforced by the Data Protection Board with penalties up to ₹250 crore per category.
Consent fields on the lead, Settings → Data for retention and erasure, and the security page for safeguards and sub-processors.
Consent under the DPDP Act is a free, specific, informed, unconditional and unambiguous agreement, given by a clear affirmative action, that a person's data may be processed for a stated purpose.
Consent per channel (WhatsApp, SMS, email, calls) on every lead, with its source and time, captured by forms and webhooks and checked by automations and broadcasts before sending.
A data erasure request is a person's instruction, under section 12 of the DPDP Act or a platform's own policy, that an organisation delete the personal data it holds about them, which must be honoured except where another law requires retention.
Erase on the lead record (manager role and above), bulk erase from the leads list, and automatic anonymisation of quiet leads after the retention period in Settings → Data.
A webhook is an HTTP request one system sends to another the moment an event happens, such as Meta notifying Crosvia of a new lead form submission or Crosvia notifying your own server that a lead changed stage.
Settings → Webhooks for outbound endpoints with signing secrets, delivery log and retry; inbound webhooks for WhatsApp, Meta leads, Exotel and Razorpay are built in.
An audit log is an append-only record of who did what and when in a system, such as which user viewed, edited, erased or exported a lead, kept so that actions can be reviewed later.
Audit page per brand, filterable by actor, action and date; sensitive writes are audited in-transaction by design.
A multi-brand workspace is a CRM setup in which one company account holds several brands or branches, each with its own pipeline, numbers, team and data, while owners see a roll-up across all of them.
Brand switcher in the app shell, Settings → Company for brands and members, Admin for the cross-brand roll-up; isolation is enforced in the data layer on every query.
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