Glossary of Key Terms




Bot’s Persona

Personalized personality for your Saleswhale Bot which reflects your company's image in a way that appeals to your target audiences.

Read more in this article: Creating your Bot's Persona


Emails that could not be delivered successfully to recipients after launching campaigns. This includes both hard and soft bounces.

Read more about conversation statuses in this article: Understanding Conversation Statues


Launched after a topic (built using the Touchpoint Editor) is chosen and leads are reached out to.

Read more in this article: Overview of Campaigns

Lead Quota

Refers to the number of conversations your bot can initiate as a part of your Saleswhale subscription; the quota typically resets at the end of the day of the date listed.

Read more in this article: Exceeding the Lead Quota

Do Not Contact (DNC)

Leads who request not to be contacted, in conversation with your Saleswhale bot.

Read more in this article: Automatic Data Collection

Human Review

Feature that alerts users to conversations the bot no longer knows how to reply to, and enables users to take action.

Read more in this article: Overview of Human Review


Depending on the organization, the definition varies. For some companies, a “lead” is a contact already determined to be a prospective customer, whereas other companies consider a “lead” to be any sales contact.

But what remains the same across definitions is that a lead will potentially become a future client. Sales teams therefore have a responsibility to convert a maximum amount of leads to maintain a good conversion rate.

Read more in this section.

Last Interacted At

Refers to only sent or replied emails.

Last Activity At

Refers to any attempted import, enrolment, or any sent or received email that includes them in either the sender, receiver, or CC.

Qualified Lead

When the lead handovers to a sales representative.


When existing customers promote account's business to other people.

Qualification Rules

 Each Topic is formed with Qualification Rules; Saleswhale bots will respond to leads based on pre-configured Qualification Rules.

Read more in this article: Creating new Sequences and Qualification Rules

Lead Handoff Rep

 Lead Handoff Reps are the sales reps (usually Business Development Reps or Sales Development Reps) that can receive qualified leads from your Saleswhale bot.

Read more in this article: Defining Lead Handover Reps

Suppression List

Refers to default, out-of-the-box lists or custom loaded lists that can be added on a campaign level to prevent your bot from reaching out to particular email addresses or domains.

Read more in this article: Creating a Suppression List


Refers to each unique email message that your bot is pre-configured to send; there will usually be at least 1 touchpoint configured for each sequence and additional Touchpoints are follow up emails that are sent if the bot does not receive a response.

Read more in this article: Editing Sequence Touchpoints and messaging


Each Sequence corresponds with a Qualification Rule in the bot's Topic Template; each Sequence can be edited to include multiple Touchpoints with customized messaging.

Read more in this article: Creating new Sequences and Qualification Rules


Each Topic is designed to engage your lead with a singular sales and marketing goal in mind (i.e. sales meeting or call).

Saleswhale Topics use a decision tree model; the decision tree is a graph that uses a branching method to illustrate different possible responses by your bot.

Read more in this article: Overview of Topics

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