> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp, Meta, and Flowella glossary of terms

> Definitions for the WhatsApp Business, Meta, and Flowella terms you will see across the product, this knowledge base, and the Meta Business Suite UI.

This page collects the terms that appear most often across Flowella, the WhatsApp Business Platform, and HubSpot. Use it as a quick reference when something in the product or another doc page is not clear.

## Workspace and access

<AccordionGroup>
  <Accordion title="Organisation (org)">
    Your top-level workspace in Flowella. Billing, team members, API keys, and connected channels all live under an org. URLs in the app start with `/{org}/…`.
  </Accordion>

  <Accordion title="Channel">
    A specific WhatsApp sender — the combination of a WABA and a phone number — that Flowella sends and receives messages through. An org can have one or many channels.
  </Accordion>

  <Accordion title="Role">
    Determines what a team member can do inside an org. Flowella uses three roles: **Owner**, **Admin**, and **Member**.
  </Accordion>
</AccordionGroup>

## WhatsApp and Meta

<AccordionGroup>
  <Accordion title="WhatsApp Business Account (WABA)">
    The Meta-side account that holds your WhatsApp Business assets — phone numbers, templates, and business profile. One WABA can contain multiple phone numbers. Flowella connects to one or more WABAs through Meta's official API.
  </Accordion>

  <Accordion title="Phone number ID">
    The Meta identifier for a single WhatsApp phone number inside a WABA. Flowella uses the phone number ID (not the dialling number) when sending and receiving messages on the API.
  </Accordion>

  <Accordion title="Display name">
    The business name shown to recipients in WhatsApp. Set on the WABA in Meta and reviewed by Meta before approval. See [Display name & profile](/meta/profile-setup).
  </Accordion>

  <Accordion title="Template (message template)">
    A pre-approved message format used to start a conversation outside the 24-hour window. Templates have a category (Marketing, Utility, Authentication), a language, and optional variables, buttons, and media. See [Templates](/app/templates).
  </Accordion>

  <Accordion title="Template category">
    Meta classifies every template as **Marketing**, **Utility**, or **Authentication**. The category affects pricing and what content is allowed.
  </Accordion>

  <Accordion title="24-hour window (customer service window)">
    The 24-hour period after a contact sends you a message during which you can reply with free-form messages. Outside this window you must use an approved template.
  </Accordion>

  <Accordion title="Opt-in / opt-out">
    **Opt-in** is explicit consent from a contact to receive WhatsApp messages from your business. **Opt-out** is a contact withdrawing that consent. Flowella tracks opt-out status per contact and blocks outbound sends to opted-out numbers. See [Opt-outs](/app/opt-outs).
  </Accordion>

  <Accordion title="Click-to-WhatsApp ads">
    Meta ads that open a WhatsApp conversation with your business when tapped. See [Click-to-WhatsApp ads](/campaigns/click-to-whatsapp-ads).
  </Accordion>

  <Accordion title="Coexistence">
    A Meta setup that lets you keep using the WhatsApp Business app on a phone number while also using it through the API via Flowella. See [Coexistence](/meta/co-existence).
  </Accordion>
</AccordionGroup>

## Flows and forms

<AccordionGroup>
  <Accordion title="WhatsApp Flow">
    A native, structured form that runs inside the WhatsApp app. Flowella generates Flows from your HubSpot forms.
  </Accordion>

  <Accordion title="Form (in Flowella)">
    The Flowella representation of a HubSpot form, mapped to a WhatsApp Flow. Manage these on the **Forms** page in the app.
  </Accordion>
</AccordionGroup>

## API and developer terms

<AccordionGroup>
  <Accordion title="API key">
    A secret token you generate in **Settings → API keys** to authenticate requests to the Flowella REST API. Treat API keys like passwords.
  </Accordion>

  <Accordion title="Webhook">
    An HTTP callback Flowella sends to a URL you control whenever a chosen event happens (for example, a new inbound message). Configured in **Settings → Webhooks**.
  </Accordion>
</AccordionGroup>

<Tip>
  Spotted a term we should add? Let us know at [support](https://flowella.io/support).
</Tip>