Key Concepts
Before diving deeper, here are the key concepts you'll encounter across Qwetty.
Organization
Your workspace in Qwetty. All channels, contacts, chats, and team members belong to an organization. Each organization is fully isolated — data is never shared between organizations.
Channel
A connection to a messaging platform. Qwetty supports:
| Channel Type | Description |
|---|---|
| WhatsApp Business API | Send and receive messages via the official Meta Cloud API |
| Direct messages via Meta Graph API | |
| Web Chat | An embeddable chat widget for your website |
Each channel has its own connection credentials, status, and analytics.
Chat
A conversation thread between your organization and a contact. Chats are linked to a specific channel and contact. Each chat contains a chronological list of messages.
Contact
A person you communicate with. Contacts have a unified profile (name, email, phone, notes) and can be linked to multiple platforms — for example, the same person may have both a WhatsApp number and an Instagram account.
Contact Platform
A specific identity for a contact on a messaging platform. One contact can have multiple platform identities (e.g., WhatsApp number + Instagram handle). Messages are sent and received through these platform identities.
Message Template
A pre-approved, reusable message format. Templates are especially important for WhatsApp, where you can only initiate conversations using approved templates (the 24-hour rule). Templates can include text, images, videos, or documents.
Chatbot
An AI-powered assistant that can automatically respond to incoming messages. Chatbots are configured with a personality, knowledge base (documents, Q&A, products), and assigned to specific channels.
Automation
A workflow that triggers actions based on events. For example: automatically assign new conversations to a team member, send a welcome message, or escalate unresolved chats.
API Key
A credential for accessing the Qwetty REST API programmatically. Keys are organization-scoped and can have granular permissions, channel restrictions, and IP whitelists.