# AI, explained simply. > A plain-English glossary of AI, agentic AI, WhatsApp Business API and automation terms. Written for Singapore business owners, not engineers. No jargon, no hype. Plain-English guides on AI agents, automation, grants, and the technology behind them, written for business owners, not engineers. The WhatsApp terms here are also collected, alongside the guides that use them, on the WhatsApp Business API hub. AI Fundamentals AI AgentAn AI agent is software that can perceive its environment, make decisions, and take actions autonomously, without waiting for step-by-step human instructions. Read more AI Agent vs ChatbotA chatbot follows scripts. An AI agent understands context, connects to your systems, and takes real actions. The gap is like the difference between an FAQ page and a competent employee. Read more AI ChatbotAn AI chatbot is a conversational interface powered by language models that can understand natural language and generate human-like responses, a step up from scripted bots, but not the same as a full AI agent. Read more NLP (Natural Language Processing)Natural Language Processing (NLP) is the AI technology that lets machines understand, interpret, and respond to human language, the foundation behind chatbots, AI agents, voice assistants, and search engines. Read more Agentic AI Agentic AIAgentic AI refers to AI systems that can plan, reason, and act independently to achieve goals, not just respond to prompts. It's the shift from AI as a tool you use to AI as a worker that operates. Read more Large Language Model (LLM)A large language model (LLM) is an AI system trained on an enormous amount of written text so it can read a request in plain language and produce a useful written response. Read more Context WindowA context window is the maximum amount of text an AI model can hold in view at one time, covering the instructions, the conversation so far, and any documents it has been given. Read more Prompt EngineeringPrompt engineering is the practice of writing and refining the instructions given to an AI model so it produces accurate, consistent and useful output every time. Read more Tool CallA tool call is the moment an AI model stops writing text and instead runs a real action in another system, such as looking up a customer record or sending a WhatsApp message. Read more Function CallingFunction calling is the capability that lets an AI model request one of your existing software actions, with the right inputs filled in, so it can fetch real data or get something done. Read more AI OrchestrationAI orchestration is the coordination layer that decides which model, which tool, and which person handles each step of a task, in what order, and what happens when a step fails. Read more Multi-Agent SystemA multi-agent system is a setup where several specialised AI agents each handle part of a job and pass work between them, instead of one agent trying to do everything. Read more Human in the LoopHuman in the loop is a design where an AI agent pauses at defined points and waits for a person to review, approve or correct its work before it continues. Read more AI GuardrailAn AI guardrail is a rule or check that limits what an AI system is allowed to say or do, so it stays inside the boundaries your business has set. Read more AI HallucinationAn AI hallucination is an answer that sounds confident and reads well but is factually wrong or entirely invented by the model. Read more Retrieval-Augmented Generation (RAG)Retrieval-augmented generation (RAG) is a technique where an AI system first searches your own documents for the passages relevant to a question, then writes its answer using what it found. Read more EmbeddingAn embedding is a numerical representation of a piece of text that lets software compare meaning, so a search can match a customer complaint with the right policy even when the words differ. Read more Vector DatabaseA vector database is a storage system built to hold embeddings and quickly find the passages closest in meaning to a question, rather than matching exact keywords. Read more Model Context Protocol (MCP)The Model Context Protocol (MCP) is an open standard for connecting AI models to external tools and data through one common interface, instead of a custom connector for every pairing. Read more WhatsApp Business API WhatsApp Business APIThe WhatsApp Business API lets businesses send and receive WhatsApp messages programmatically, enabling automation, AI agents, CRM integrations, and multi-agent support at scale. Read more WhatsApp Business Account (WABA)A WhatsApp Business Account (WABA) is the account inside Meta Business Manager that holds a company's WhatsApp phone numbers, approved message templates, quality ratings and messaging limits. Read more WhatsApp Business Solution Provider (BSP)A WhatsApp Business Solution Provider (BSP) is a company approved by Meta to set businesses up on the WhatsApp Business API and to handle their onboarding, message delivery and billing. Read more WhatsApp Official Business AccountA WhatsApp Official Business Account is a business account that Meta has granted a green verified badge, which appears next to the business name in the chat header and in search results. Read more WhatsApp Display Name ApprovalWhatsApp display name approval is Meta's review of the business name shown to customers on a WhatsApp Business API number, which must be approved before that number can message anyone. Read more WhatsApp Session WindowThe WhatsApp session window is the 24-hour period that starts when a customer messages your business, during which the business can reply with free-form content instead of a pre-approved template. Read more WhatsApp Template MessageA WhatsApp template message is a message format submitted to Meta and approved in advance, which a business must use to start a conversation with a customer outside the 24-hour session window. Read more WhatsApp Template CategoriesWhatsApp template categories are the labels Meta assigns to every approved template, marketing, utility or authentication, which control how the template may be used and what each send costs. Read more WhatsApp Opt-InWhatsApp opt-in is the permission a customer gives a business to message them on WhatsApp, which Meta requires before any business-initiated template message may be sent. Read more WhatsApp Quality RatingWhatsApp quality rating is a score of high, medium or low that Meta assigns to each business phone number based on how customers have reacted to its messages over a rolling seven-day period. Read more WhatsApp Messaging LimitsWhatsApp messaging limits are the caps Meta places on how many unique customers a business phone number can start a conversation with in any rolling 24-hour period. Read more WhatsApp Conversation-Based PricingWhatsApp conversation-based pricing was Meta's original billing model for the WhatsApp Business API: one charge covered every message exchanged in a 24-hour conversation window, whatever the number of messages. Meta replaced it with per-message pricing on 1 July 2025, so the term now describes how the platform used to be billed rather than how it is billed today. Read more WhatsApp Broadcast MessagingWhatsApp broadcast messaging is sending the same approved template message to many opted-in customers at once through the WhatsApp Business API, with each person receiving it as a private one-to-one chat. Read more Click-to-WhatsApp AdsClick-to-WhatsApp ads are Facebook and Instagram ads with a button that opens a WhatsApp chat with the advertiser instead of sending the viewer to a website. Read more WhatsApp WebhookA WhatsApp webhook is an HTTPS address on your own system that Meta calls in real time to deliver incoming customer messages and message status updates. Read more Automation & Workflows AI Workflow AutomationAI workflow automation uses artificial intelligence to handle multi-step business processes, not just single tasks. It connects systems, makes decisions, and moves work forward without human intervention. Read more Process AutomationProcess automation uses technology to handle repetitive business tasks (data entry, approvals, notifications, document processing) without manual intervention. AI takes it further by handling tasks that require judgment. Read more WorkflowA workflow is a defined sequence of steps that moves a piece of work from start to finish, such as turning an incoming enquiry into a quotation and then a confirmed order. Read more Automation TriggerAn automation trigger is the specific event that tells an automated workflow to start running, such as a new WhatsApp message arriving or an invoice being uploaded. Read more Robotic Process Automation (RPA)Robotic Process Automation (RPA) is software that mimics the clicks and keystrokes a person makes inside an existing application, so routine screen work runs without anyone at the keyboard. Read more Straight-Through ProcessingStraight-through processing is when a transaction runs from start to finish without a person touching it at any step, from the moment a request arrives to the moment the record is created and confirmed. Read more Exception HandlingException handling is the part of an automated process that decides what happens when something does not fit the normal path, such as an invoice with a missing field or a request the system cannot match to a customer. Read more Audit TrailAn audit trail is a time-stamped record of every action taken in a system, showing what happened, who or what did it, and when. Read more No-Code vs Low-CodeNo-code and low-code are two ways of building software with less hand-written code: no-code tools assemble everything visually, while low-code tools use a visual builder but still let a developer drop into code where needed. Read more Data & Integration Data IntegrationData integration connects your separate business systems so information flows between them automatically: no more copy-pasting between spreadsheets, CRMs, and messaging platforms. Read more APIAn API is a defined doorway that lets one piece of software ask another for information or ask it to perform an action, without a person copying data between the two. Read more API IntegrationAn API integration is a working connection built between two software systems on top of their APIs, so data moves between them automatically instead of being retyped. Read more WebhookA webhook is an automatic message one system sends to another the moment something happens, so the receiving system can react immediately instead of waiting to be asked. Read more iPaaSiPaaS (Integration Platform as a Service) is a hosted service that connects your business applications to each other, so you rent the plumbing between systems instead of building and maintaining every connection yourself. Read more ETLETL (Extract, Transform, Load) is the process of pulling data out of one system, reshaping it into a consistent format, and loading it into another, usually a database used for reporting. Read more Documents & OCR OCR (Optical Character Recognition)OCR (Optical Character Recognition) converts images of text (scanned documents, photos of invoices, handwritten forms) into machine-readable data that your systems can process. Read more Intelligent Document ProcessingIntelligent Document Processing (IDP) uses AI to read, understand, and extract data from documents (invoices, forms, delivery orders, contracts) and feed it into your business systems automatically. Read more Document Data ExtractionDocument data extraction is the step that pulls specific named fields out of a document, such as the invoice number, the total and the due date, and returns them as structured data your systems can store. Read more Business & ROI ROI of AI AutomationMost businesses see ROI within 2-4 months of deploying a custom AI agent. The biggest gains come from time savings, not headcount cuts. Your team handles more work without growing. Read more AI for Small BusinessSmall businesses in Singapore can deploy custom AI agents from S$4,600 (before grants) or S$2,300 after up to 50% PSG support, see ROI within 3 months, and automate 60-100 hours of work per month. It's no longer enterprise-only technology. Read more AI vs Hiring StaffHire when the role requires creativity, empathy, or judgment. Automate when the role is repetitive, predictable, and high-volume. Most businesses need both, but the ratio is shifting. Read more Build vs Buy SoftwareBuy when an off-the-shelf tool fits 80%+ of your needs. Build when your workflow is the competitive advantage, existing tools don't integrate well, or you're spending more time working around a tool than with it. Read more Service Level Agreement (SLA)A Service Level Agreement (SLA) is a written promise about the level of service a customer or supplier can expect, stated as measurable targets such as a first response within one business hour. Read more Applications CRM (Customer Relationship Management)A CRM (Customer Relationship Management) system is software that tracks every interaction with your customers and prospects (calls, emails, WhatsApp messages, orders, and support tickets) in one place. Read more AI in Customer ServiceAI handles 60-80% of routine customer enquiries instantly. The remaining 20-40% go to humans with full context. The result: faster response times, happier customers, and support teams that focus on complex cases. Read more Lead QualificationLead qualification is the process of evaluating whether a prospect is worth your sales team's time, based on budget, need, timeline, and fit. AI can do this instantly from the first conversation. Read more Escalation RuleAn escalation rule is a written condition that decides when a conversation or task must be handed to a person, and to which person, instead of continuing automatically. Read more Singapore Grants PSG GrantThe Productivity Solutions Grant (PSG) is a Singapore government grant that covers up to 50% of the cost of pre-approved digital solutions, including AI agents and automation tools. Read more EDG GrantThe Enterprise Development Grant (EDG) supports Singapore businesses in capability building, innovation, and market access, covering up to 50% of project costs, with higher support for qualifying SMEs. Read more WhatsApp Business API 27 guides ยท Messaging, Templates & Troubleshooting WhatsApp API DocumentationComplete unofficial guides covering messaging limits, template messages, error troubleshooting, and integration best practices. Browse all 27 guides Pricing CalculatorEstimate your monthly WhatsApp API messaging costs by country and volume. Calculate costs Error DiagnosticMessages not sending? Identify WhatsApp API errors and get step-by-step fixes in 60 seconds. Diagnose now ## Still have questions? We explain AI in plain English because that's how we work with clients. No jargon in the call either. Talk to Volty Updated 4 Sep 2026 ## Links - [the WhatsApp Business API hub](https://voltade.com/sg/whatsapp-business-api) - [AI AgentAn AI agent is software that can perceive its environment, make decisions, and take actions autonomously, without waiting for step-by-step human instructions.Read more](https://voltade.com/sg/resources/glossary/what-is-an-ai-agent) - [AI Agent vs ChatbotA chatbot follows scripts. An AI agent understands context, connects to your systems, and takes real actions. The gap is like the difference between an FAQ page and a competent employee.Read more](https://voltade.com/sg/resources/glossary/ai-agent-vs-chatbot) - [AI ChatbotAn AI chatbot is a conversational interface powered by language models that can understand natural language and generate human-like responses, a step up from scripted bots, but not the same as a full AI agent.Read more](https://voltade.com/sg/resources/glossary/what-is-ai-chatbot) - [NLP (Natural Language Processing)Natural Language Processing (NLP) is the AI technology that lets machines understand, interpret, and respond to human language, the foundation behind chatbots, AI agents, voice assistants, and search engines.Read more](https://voltade.com/sg/resources/glossary/what-is-nlp) - [Agentic AIAgentic AI refers to AI systems that can plan, reason, and act independently to achieve goals, not just respond to prompts. It's the shift from AI as a tool you use to AI as a worker that operates.Read more](https://voltade.com/sg/resources/glossary/what-is-agentic-ai) - [Large Language Model (LLM)A large language model (LLM) is an AI system trained on an enormous amount of written text so it can read a request in plain language and produce a useful written response.Read more](https://voltade.com/sg/resources/glossary/what-is-an-llm) - [Context WindowA context window is the maximum amount of text an AI model can hold in view at one time, covering the instructions, the conversation so far, and any documents it has been given.Read more](https://voltade.com/sg/resources/glossary/what-is-a-context-window) - [Prompt EngineeringPrompt engineering is the practice of writing and refining the instructions given to an AI model so it produces accurate, consistent and useful output every time.Read more](https://voltade.com/sg/resources/glossary/what-is-prompt-engineering) - [Tool CallA tool call is the moment an AI model stops writing text and instead runs a real action in another system, such as looking up a customer record or sending a WhatsApp message.Read more](https://voltade.com/sg/resources/glossary/what-is-a-tool-call) - [Function CallingFunction calling is the capability that lets an AI model request one of your existing software actions, with the right inputs filled in, so it can fetch real data or get something done.Read more](https://voltade.com/sg/resources/glossary/what-is-function-calling) - [AI OrchestrationAI orchestration is the coordination layer that decides which model, which tool, and which person handles each step of a task, in what order, and what happens when a step fails.Read more](https://voltade.com/sg/resources/glossary/what-is-ai-orchestration) - [Multi-Agent SystemA multi-agent system is a setup where several specialised AI agents each handle part of a job and pass work between them, instead of one agent trying to do everything.Read more](https://voltade.com/sg/resources/glossary/what-is-a-multi-agent-system) - [Human in the LoopHuman in the loop is a design where an AI agent pauses at defined points and waits for a person to review, approve or correct its work before it continues.Read more](https://voltade.com/sg/resources/glossary/what-is-human-in-the-loop) - [AI GuardrailAn AI guardrail is a rule or check that limits what an AI system is allowed to say or do, so it stays inside the boundaries your business has set.Read more](https://voltade.com/sg/resources/glossary/what-is-an-ai-guardrail) - [AI HallucinationAn AI hallucination is an answer that sounds confident and reads well but is factually wrong or entirely invented by the model.Read more](https://voltade.com/sg/resources/glossary/what-is-ai-hallucination) - [Retrieval-Augmented Generation (RAG)Retrieval-augmented generation (RAG) is a technique where an AI system first searches your own documents for the passages relevant to a question, then writes its answer using what it found.Read more](https://voltade.com/sg/resources/glossary/what-is-rag) - [EmbeddingAn embedding is a numerical representation of a piece of text that lets software compare meaning, so a search can match a customer complaint with the right policy even when the words differ.Read more](https://voltade.com/sg/resources/glossary/what-is-an-embedding) - [Vector DatabaseA vector database is a storage system built to hold embeddings and quickly find the passages closest in meaning to a question, rather than matching exact keywords.Read more](https://voltade.com/sg/resources/glossary/what-is-a-vector-database) - [Model Context Protocol (MCP)The Model Context Protocol (MCP) is an open standard for connecting AI models to external tools and data through one common interface, instead of a custom connector for every pairing.Read more](https://voltade.com/sg/resources/glossary/what-is-model-context-protocol) - [WhatsApp Business APIThe WhatsApp Business API lets businesses send and receive WhatsApp messages programmatically, enabling automation, AI agents, CRM integrations, and multi-agent support at scale.Read more](https://voltade.com/sg/resources/glossary/what-is-whatsapp-business-api) - [WhatsApp Business Account (WABA)A WhatsApp Business Account (WABA) is the account inside Meta Business Manager that holds a company's WhatsApp phone numbers, approved message templates, quality ratings and messaging limits.Read more](https://voltade.com/sg/resources/glossary/what-is-a-waba) - [WhatsApp Business Solution Provider (BSP)A WhatsApp Business Solution Provider (BSP) is a company approved by Meta to set businesses up on the WhatsApp Business API and to handle their onboarding, message delivery and billing.Read more](https://voltade.com/sg/resources/glossary/what-is-a-whatsapp-bsp) - [WhatsApp Official Business AccountA WhatsApp Official Business Account is a business account that Meta has granted a green verified badge, which appears next to the business name in the chat header and in search results.Read more](https://voltade.com/sg/resources/glossary/whatsapp-official-business-account) - [WhatsApp Display Name ApprovalWhatsApp display name approval is Meta's review of the business name shown to customers on a WhatsApp Business API number, which must be approved before that number can message anyone.Read more](https://voltade.com/sg/resources/glossary/whatsapp-display-name-approval) - [WhatsApp Session WindowThe WhatsApp session window is the 24-hour period that starts when a customer messages your business, during which the business can reply with free-form content instead of a pre-approved template.Read more](https://voltade.com/sg/resources/glossary/what-is-whatsapp-session-window) - [WhatsApp Template MessageA WhatsApp template message is a message format submitted to Meta and approved in advance, which a business must use to start a conversation with a customer outside the 24-hour session window.Read more](https://voltade.com/sg/resources/glossary/what-is-a-whatsapp-template-message) - [WhatsApp Template CategoriesWhatsApp template categories are the labels Meta assigns to every approved template, marketing, utility or authentication, which control how the template may be used and what each send costs.Read more](https://voltade.com/sg/resources/glossary/whatsapp-template-categories) - [WhatsApp Opt-InWhatsApp opt-in is the permission a customer gives a business to message them on WhatsApp, which Meta requires before any business-initiated template message may be sent.Read more](https://voltade.com/sg/resources/glossary/whatsapp-opt-in) - [WhatsApp Quality RatingWhatsApp quality rating is a score of high, medium or low that Meta assigns to each business phone number based on how customers have reacted to its messages over a rolling seven-day period.Read more](https://voltade.com/sg/resources/glossary/whatsapp-quality-rating) - [WhatsApp Messaging LimitsWhatsApp messaging limits are the caps Meta places on how many unique customers a business phone number can start a conversation with in any rolling 24-hour period.Read more](https://voltade.com/sg/resources/glossary/whatsapp-messaging-limits) - [WhatsApp Conversation-Based PricingWhatsApp conversation-based pricing was Meta's original billing model for the WhatsApp Business API: one charge covered every message exchanged in a 24-hour conversation window, whatever the number of messages. Meta replaced it with per-message pricing on 1 July 2025, so the term now describes how the platform used to be billed rather than how it is billed today.Read more](https://voltade.com/sg/resources/glossary/whatsapp-conversation-pricing) - [WhatsApp Broadcast MessagingWhatsApp broadcast messaging is sending the same approved template message to many opted-in customers at once through the WhatsApp Business API, with each person receiving it as a private one-to-one chat.Read more](https://voltade.com/sg/resources/glossary/whatsapp-broadcast-messaging) - [Click-to-WhatsApp AdsClick-to-WhatsApp ads are Facebook and Instagram ads with a button that opens a WhatsApp chat with the advertiser instead of sending the viewer to a website.Read more](https://voltade.com/sg/resources/glossary/click-to-whatsapp-ads) - [WhatsApp WebhookA WhatsApp webhook is an HTTPS address on your own system that Meta calls in real time to deliver incoming customer messages and message status updates.Read more](https://voltade.com/sg/resources/glossary/what-is-a-whatsapp-webhook) - [AI Workflow AutomationAI workflow automation uses artificial intelligence to handle multi-step business processes, not just single tasks. It connects systems, makes decisions, and moves work forward without human intervention.Read more](https://voltade.com/sg/resources/glossary/what-is-ai-workflow-automation) - [Process AutomationProcess automation uses technology to handle repetitive business tasks (data entry, approvals, notifications, document processing) without manual intervention. AI takes it further by handling tasks that require judgment.Read more](https://voltade.com/sg/resources/glossary/what-is-process-automation) - [WorkflowA workflow is a defined sequence of steps that moves a piece of work from start to finish, such as turning an incoming enquiry into a quotation and then a confirmed order.Read more](https://voltade.com/sg/resources/glossary/what-is-a-workflow) - [Automation TriggerAn automation trigger is the specific event that tells an automated workflow to start running, such as a new WhatsApp message arriving or an invoice being uploaded.Read more](https://voltade.com/sg/resources/glossary/what-is-an-automation-trigger) - [Robotic Process Automation (RPA)Robotic Process Automation (RPA) is software that mimics the clicks and keystrokes a person makes inside an existing application, so routine screen work runs without anyone at the keyboard.Read more](https://voltade.com/sg/resources/glossary/what-is-rpa) - [Straight-Through ProcessingStraight-through processing is when a transaction runs from start to finish without a person touching it at any step, from the moment a request arrives to the moment the record is created and confirmed.Read more](https://voltade.com/sg/resources/glossary/what-is-straight-through-processing) - [Exception HandlingException handling is the part of an automated process that decides what happens when something does not fit the normal path, such as an invoice with a missing field or a request the system cannot match to a customer.Read more](https://voltade.com/sg/resources/glossary/what-is-exception-handling) - [Audit TrailAn audit trail is a time-stamped record of every action taken in a system, showing what happened, who or what did it, and when.Read more](https://voltade.com/sg/resources/glossary/what-is-an-audit-trail) - [No-Code vs Low-CodeNo-code and low-code are two ways of building software with less hand-written code: no-code tools assemble everything visually, while low-code tools use a visual builder but still let a developer drop into code where needed.Read more](https://voltade.com/sg/resources/glossary/no-code-vs-low-code) - [Data IntegrationData integration connects your separate business systems so information flows between them automatically: no more copy-pasting between spreadsheets, CRMs, and messaging platforms.Read more](https://voltade.com/sg/resources/glossary/what-is-data-integration) - [APIAn API is a defined doorway that lets one piece of software ask another for information or ask it to perform an action, without a person copying data between the two.Read more](https://voltade.com/sg/resources/glossary/what-is-an-api) - [API IntegrationAn API integration is a working connection built between two software systems on top of their APIs, so data moves between them automatically instead of being retyped.Read more](https://voltade.com/sg/resources/glossary/what-is-an-api-integration) - [WebhookA webhook is an automatic message one system sends to another the moment something happens, so the receiving system can react immediately instead of waiting to be asked.Read more](https://voltade.com/sg/resources/glossary/what-is-a-webhook) - [iPaaSiPaaS (Integration Platform as a Service) is a hosted service that connects your business applications to each other, so you rent the plumbing between systems instead of building and maintaining every connection yourself.Read more](https://voltade.com/sg/resources/glossary/what-is-ipaas) - [ETLETL (Extract, Transform, Load) is the process of pulling data out of one system, reshaping it into a consistent format, and loading it into another, usually a database used for reporting.Read more](https://voltade.com/sg/resources/glossary/what-is-etl) - [OCR (Optical Character Recognition)OCR (Optical Character Recognition) converts images of text (scanned documents, photos of invoices, handwritten forms) into machine-readable data that your systems can process.Read more](https://voltade.com/sg/resources/glossary/what-is-ocr) - [Intelligent Document ProcessingIntelligent Document Processing (IDP) uses AI to read, understand, and extract data from documents (invoices, forms, delivery orders, contracts) and feed it into your business systems automatically.Read more](https://voltade.com/sg/resources/glossary/what-is-idp) - [Document Data ExtractionDocument data extraction is the step that pulls specific named fields out of a document, such as the invoice number, the total and the due date, and returns them as structured data your systems can store.Read more](https://voltade.com/sg/resources/glossary/what-is-document-data-extraction) - [ROI of AI AutomationMost businesses see ROI within 2-4 months of deploying a custom AI agent. The biggest gains come from time savings, not headcount cuts. Your team handles more work without growing.Read more](https://voltade.com/sg/resources/glossary/roi-of-ai-automation) - [AI for Small BusinessSmall businesses in Singapore can deploy custom AI agents from S$4,600 (before grants) or S$2,300 after up to 50% PSG support, see ROI within 3 months, and automate 60-100 hours of work per month. It's no longer enterprise-only technology.Read more](https://voltade.com/sg/resources/glossary/ai-for-small-business) - [AI vs Hiring StaffHire when the role requires creativity, empathy, or judgment. Automate when the role is repetitive, predictable, and high-volume. Most businesses need both, but the ratio is shifting.Read more](https://voltade.com/sg/resources/glossary/ai-vs-hiring-staff) - [Build vs Buy SoftwareBuy when an off-the-shelf tool fits 80%+ of your needs. Build when your workflow is the competitive advantage, existing tools don't integrate well, or you're spending more time working around a tool than with it.Read more](https://voltade.com/sg/resources/glossary/build-vs-buy-software) - [Service Level Agreement (SLA)A Service Level Agreement (SLA) is a written promise about the level of service a customer or supplier can expect, stated as measurable targets such as a first response within one business hour.Read more](https://voltade.com/sg/resources/glossary/what-is-an-sla) - [CRM (Customer Relationship Management)A CRM (Customer Relationship Management) system is software that tracks every interaction with your customers and prospects (calls, emails, WhatsApp messages, orders, and support tickets) in one place.Read more](https://voltade.com/sg/resources/glossary/what-is-crm) - [AI in Customer ServiceAI handles 60-80% of routine customer enquiries instantly. The remaining 20-40% go to humans with full context. The result: faster response times, happier customers, and support teams that focus on complex cases.Read more](https://voltade.com/sg/resources/glossary/ai-in-customer-service) - [Lead QualificationLead qualification is the process of evaluating whether a prospect is worth your sales team's time, based on budget, need, timeline, and fit. AI can do this instantly from the first conversation.Read more](https://voltade.com/sg/resources/glossary/what-is-lead-qualification) - [Escalation RuleAn escalation rule is a written condition that decides when a conversation or task must be handed to a person, and to which person, instead of continuing automatically.Read more](https://voltade.com/sg/resources/glossary/what-is-an-escalation-rule) - [PSG GrantThe Productivity Solutions Grant (PSG) is a Singapore government grant that covers up to 50% of the cost of pre-approved digital solutions, including AI agents and automation tools.Read more](https://voltade.com/sg/resources/glossary/what-is-psg-grant) - [EDG GrantThe Enterprise Development Grant (EDG) supports Singapore businesses in capability building, innovation, and market access, covering up to 50% of project costs, with higher support for qualifying SMEs.Read more](https://voltade.com/sg/resources/glossary/what-is-edg-grant) - [WhatsApp API DocumentationComplete unofficial guides covering messaging limits, template messages, error troubleshooting, and integration best practices.Browse all 27 guides](https://voltade.com/sg/learn/whatsapp) - [Pricing CalculatorEstimate your monthly WhatsApp API messaging costs by country and volume.Calculate costs](https://voltade.com/sg/learn/whatsapp/whatsapp-business-api-pricing#calculator) - [Error DiagnosticMessages not sending? Identify WhatsApp API errors and get step-by-step fixes in 60 seconds.Diagnose now](https://voltade.com/sg/learn/whatsapp/diagnostic)