AI agent glossary: Mujib and AI customer service terms
This AI agent glossary explains the terms Mujib and its dashboard use, grouped by topic. Each term has a one-sentence definition and its Arabic name, with the other spellings Arabic speakers search for it. The step-by-step guide for each feature is on the page linked from its term.
What are the terms about the AI agent?
Section titled “What are the terms about the AI agent?”These terms are about the agent itself: what it knows, when it answers, and when it stops.
AI agent (الوكيل الذكي)
Section titled “AI agent (الوكيل الذكي)”An AI agent is software that understands customers’ messages in their own words and dialect, answers from your business’s knowledge, books, and hands the conversation to your team when needed. Mujib always calls it “the agent”; how it differs from fixed-menu systems is explained in Agent or fixed menu?.
Auto-reply (الرد الآلي)
Section titled “Auto-reply (الرد الآلي)”An auto-reply is any reply that reaches a customer without a person writing it, including the AI agent’s replies. Arabic spellings people search: رد آلي، رد الي، رد تلقائي، ردود تلقائية.
Knowledge base (قاعدة المعرفة)
Section titled “Knowledge base (قاعدة المعرفة)”The knowledge base is everything the agent knows about your business, and the only place it answers from; you manage it in Knowledge. See Knowledge base.
Correction (التصحيح)
Section titled “Correction (التصحيح)”A correction is an entry of the Correction type you write after a wrong answer, and the agent puts it ahead of any other entry that disagrees with it.
Agent instructions (تعليمات الوكيل)
Section titled “Agent instructions (تعليمات الوكيل)”Agent instructions are rules you write in your own words in Agent instructions, which the agent reads with every message.
Human handoff (التحويل إلى موظف)
Section titled “Human handoff (التحويل إلى موظف)”A handoff is the agent stopping in one conversation and passing it to your team with an alert, when it does not know the answer or the case is sensitive. See Human handoff.
No-handoff mode (وضع عدم التحويل)
Section titled “No-handoff mode (وضع عدم التحويل)”No-handoff mode makes the agent finish every conversation itself and never hand it to your team; you turn it on with the No-handoff mode — the agent never hands off to staff switch.
Auto-resume (رجوع الوكيل)
Section titled “Auto-resume (رجوع الوكيل)”Auto-resume returns a conversation where the agent stopped back to the agent by itself after a quiet period you choose. See Auto-resume.
Master switch (المفتاح الرئيسي)
Section titled “Master switch (المفتاح الرئيسي)”The master switch, shown as Master switch — all agents, stops or starts all your agents on all channels at once. See Turn off the WhatsApp AI agent.
What are the terms about conversations and your team?
Section titled “What are the terms about conversations and your team?”These terms are about what your team sees in the dashboard every day.
Conversation (المحادثة)
Section titled “Conversation (المحادثة)”A conversation is all the messages with one person on one channel within 24 hours of their first message; it is the unit your plan counts, whoever replies.
Inbox (الوارد)
Section titled “Inbox (الوارد)”The inbox is the Inbox page, which gathers WhatsApp, Messenger and Instagram conversations in one list. See Unified inbox.
Alert number (رقم التنبيهات)
Section titled “Alert number (رقم التنبيهات)”The alert number, shown in Settings as the Notification WhatsApp number, is a WhatsApp number other than your business number that gets an instant alert when a conversation needs a person.
Possible spam (سبام محتمل)
Section titled “Possible spam (سبام محتمل)”Possible spam is the mark the spam detector puts on a conversation where it stops automatic replies until you review it. See Spam messages.
Lead (العميل المحتمل)
Section titled “Lead (العميل المحتمل)”A lead is someone who messaged your business and is not a customer yet; the agent records their stage from the conversation itself, in Leads.
Campaign (الحملة)
Section titled “Campaign (الحملة)”A campaign is a message you send to a group of your customers from the Broadcast page; the agent never sends one on its own. Also called: broadcast, bulk message.
What are the terms about channels and connecting them?
Section titled “What are the terms about channels and connecting them?”These terms are about the ways customers reach you, and how you connect them to Mujib.
Channel (القناة)
Section titled “Channel (القناة)”A channel is a way customers message you: a WhatsApp number, a Facebook Page on Messenger, or an Instagram account; you connect them in Channels.
WhatsApp (واتساب)
Section titled “WhatsApp (واتساب)”WhatsApp is the messaging app Mujib links to on your current business number. Arabic spellings people search: واتس اب، واتس آب، الواتس.
WhatsApp Business (واتساب للأعمال)
Section titled “WhatsApp Business (واتساب للأعمال)”WhatsApp Business is the WhatsApp app made for businesses, and it links to Mujib the same way a regular WhatsApp number does. Arabic spellings people search: واتساب بزنس، واتساب أعمال.
Instagram (إنستغرام)
Section titled “Instagram (إنستغرام)”Instagram is the photo and stories app where the agent answers direct messages and replies to your stories, once the account is linked to your Facebook Page. Arabic spellings people search: انستقرام، انستغرام، إنستجرام، انستا.
Messenger (ماسنجر)
Section titled “Messenger (ماسنجر)”Messenger is Facebook’s messaging service, where the agent answers your business Page’s messages. Arabic spelling people search: مسنجر.
Facebook (فيسبوك)
Section titled “Facebook (فيسبوك)”Facebook is the network you log in to to pick your business Page, which connects Messenger and Instagram together. Arabic spelling people search: فيس بوك.
Linked device (الجهاز المرتبط)
Section titled “Linked device (الجهاز المرتبط)”A linked device is how Mujib joins a WhatsApp number, like WhatsApp Web, so the number keeps working on your phone as usual.
Link code and QR code (رمز الربط ورمز QR)
Section titled “Link code and QR code (رمز الربط ورمز QR)”The link code is an eight-character code you type into WhatsApp on your phone, and the QR code is an image you scan with WhatsApp’s camera; either one links your number to Mujib. Arabic spellings people search: كيو آر، باركود. See Connect WhatsApp.
24-hour window (نافذة 24 ساعة)
Section titled “24-hour window (نافذة 24 ساعة)”The 24-hour window is the time Meta allows a business to reply to a customer on Messenger and Instagram after the customer’s last message or action. See 24-hour window.
What are the terms about bookings?
Section titled “What are the terms about bookings?”These terms are about businesses that take appointments.
Branch (الفرع)
Section titled “Branch (الفرع)”A branch is a place where your business receives customers, with its own address, opening hours and specialists; you manage branches in Branches.
Specialist and team roster (الأخصائي والطاقم)
Section titled “Specialist and team roster (الأخصائي والطاقم)”A specialist is a person who takes appointments and becomes a column on the calendar, and the roster is the list of everyone in Team roster. See Choose specialist.
Visit type (نوع الزيارة)
Section titled “Visit type (نوع الزيارة)”A visit type is what a customer books with you, such as “Consultation” or “Follow-up”, each with its own length. See Visit types.
Appointment reminder (تذكير الموعد)
Section titled “Appointment reminder (تذكير الموعد)”An appointment reminder is a WhatsApp message the customer gets before their appointment, set with Send the customer a WhatsApp reminder. See Appointment reminders.
Business model and modules (طريقة العمل والوحدات)
Section titled “Business model and modules (طريقة العمل والوحدات)”The business model is your answer to how customers work with your business, and it decides which modules your dashboard shows, such as Bookings and Subscriptions; you change it in Your business & modules.
What are the terms about your plan and integrations?
Section titled “What are the terms about your plan and integrations?”These terms are about your Mujib subscription and connecting it to your other systems.
Conversation allowance (رصيد المحادثات)
Section titled “Conversation allowance (رصيد المحادثات)”The conversation allowance is the number of conversations your plan gives you each monthly cycle, renewed on the anniversary of your subscription’s start. See Billing.
Out of allowance (خارج الرصيد)
Section titled “Out of allowance (خارج الرصيد)”Out of allowance is the state of a new customer once the conversation allowance is used up: the agent does not answer them, and your team does.
Integrations (التكاملات)
Section titled “Integrations (التكاملات)”Integrations connect Mujib to other tools, such as Claude, ChatGPT, CRM systems and Google Sheets, from the Integrations page. See Integrations.
API key (مفتاح API)
Section titled “API key (مفتاح API)”An API key is a secret starting with mjb_live_ that you create in the dashboard, so your system can read your business’s data from the Mujib API. See API key.
Webhook
Section titled “Webhook”A webhook is an address in your system to which Mujib sends an instant notice of each event you choose, such as a new booking or a handed-off conversation. See WhatsApp webhook.
MCP server (خادم MCP)
Section titled “MCP server (خادم MCP)”The MCP server is the address https://api.mujib.ai/mcp that Claude or ChatGPT connects to, to read your business’s data with your permission and, when you grant full access, to edit the knowledge base and the agent’s instructions. It never sends a message to your customers. See WhatsApp MCP server.
Frequently asked questions
What is the difference between an AI agent and an auto-reply?
An auto-reply is any reply that goes out without a person writing it. An AI agent is one kind that understands the customer's own words and answers from your business's knowledge, instead of a fixed text sent to everyone.
What counts as a conversation in Mujib?
All messages with one person on one channel within 24 hours of their first message, whoever replies.
What is the alert number?
A WhatsApp number other than your business number that gets an instant alert when a conversation needs a person. The agent never chats with it.
Why do Arabic speakers spell WhatsApp and Instagram in several ways?
Arabic has no single spelling for these names, so people search «واتساب» and «واتس اب», or «إنستغرام» and «انستقرام». They all mean the same apps.