Terminologies & Glossary¶
The single vocabulary for the whole platform. If a term appears in a module doc without explanation, it is defined here. Terms are grouped by domain.
Platform & Business¶
| Term | Definition |
|---|---|
| Prism | uEngage's F&B customer-engagement/CRM product (this platform). |
| uEngage Edge | uEngage's online ordering platform (app/website ordering) — a primary order + customer source for Prism. |
| Client / Brand | The restaurant business that buys Prism. |
| Customer / Guest | The diner whose order & profile data Prism manages. |
| Parent business / Parent ID | The corporate/brand-level account (chain HQ). Field: parent_business_id. |
| Child business / Child ID / Outlet | An individual restaurant outlet under a parent. Field: child_business_id. |
| Outlet | A physical restaurant location = a child business. |
| Wallet (business wallet) | The client's prepaid balance used to pay for SMS/WhatsApp sends. Distinct from customer loyalty wallet. |
Customer Intelligence¶
| Term | Definition |
|---|---|
| Customer 360 | Unified, omnichannel single view of a customer (profile, LTV, LTO, behavior, loyalty). |
| Order 360 | Multi-dimensional aggregation of orders by outlet, channel, day, order type. |
| RFM | Recency, Frequency, Monetary scoring model. Each scored 1–5 by quintile, relative to the brand's own customer base. |
| R (Recency) | Score 1–5 based on days since last order. Top 20% most recent = 5. Never-ordered = R=1. |
| F (Frequency) | Score 1–5 based on total number of orders. |
| M (Monetary) | Score 1–5 based on total spend. |
| FM score | Ceil((F + M) / 2) — collapses the 5×5 F×M grid to a single 1–5 axis. |
| RFM Segment | One of 11 labels (Champions, Loyal, Potential Loyalist, New, Promising, Needs Attention, About to Sleep, At Risk, Can't Lose, Hibernating, Lost) assigned by an R × FM lookup grid. |
| Segment | A saved combination of filters. Dynamic = auto-updates as customers qualify; Static = frozen snapshot. |
| Cohort | A group of customers sharing characteristics/behaviors, used for targeted campaigns. |
| 37 Filters / Deep Layered Filtration | The full filter set (visit/recency, monetary, RFM, SKU/category, outlet, day/time preference). AND between filters, OR within a multi-select. |
| Spend bucket | Low / Medium / High / Very High spend tier (daily batch). |
| Churn Risk | Low / Medium / High (daily batch). |
| Customer Status | Active / At Risk / Inactive (daily batch). |
Metrics¶
| Term | Formula / Meaning |
|---|---|
| LTV | Lifetime Value — total spend by a customer. |
| LTO | Lifetime Orders — total number of orders by a customer. |
| AOV | Average Order Value = Revenue / Orders. |
| MOV | Minimum Order Value — threshold to unlock a benefit/promo. |
| Active customer | Ordered in the last 30 days. |
| Inactive customer | Transacting customer with 0 orders in last 30 days. |
| Transacting | Has ever placed an order. Non-Transacting = profile exists but no order. |
| New customer | First identifiable order in the selected period (counts ordering customers, not sign-ups). |
| Returning / Old | Ordered before AND during the selected period. |
| ROI Attribution | Revenue credited to a campaign for orders placed within a configurable attribution window (hours) after the send. |
| NPS | Net Promoter Score — Promoter (9–10), Passive (7–8), Detractor (0–6). |
Communication / Campaigns¶
| Term | Definition |
|---|---|
| Campaign | A one-time (manual) outbound message send to an audience over a channel. |
| Journey / Automated Campaign | An event-triggered automation (EVENT → CONDITION → ACTION). 8 types exist. "Auto Campaigns" is being renamed "Journeys". |
| Backtracking | On journey activation, back-fill eligible customers up to a 10K cap. |
| WABA | WhatsApp Business API Account. |
| Green Tick | WhatsApp verified-business badge. |
| Template | Pre-approved message body with variables/buttons. Type = Marketing or Utility. |
| DLT | Distributed Ledger Technology registration — Indian regulatory requirement for SMS (header + template mapping). |
| Sender ID | Configured sender identity for SMS/WhatsApp. |
| Gupshup / Meta TSP | Third-party WhatsApp providers/BSPs Prism integrates with. |
| Cold campaign | Campaign to a non-segment / uploaded / broad audience (see coldCampaignController). |
| Drip campaign | Multi-step, multi-channel sequence (Day 1 push, Day 5 SMS, …). |
Loyalty & Membership¶
| Term | Definition |
|---|---|
| Points earning (transactional) | Points awarded per order; % configurable per order type (Dine-in/Takeaway/Delivery). |
| Points burning (redemption) | Spending points for discounts/free items; burn % configurable per order type. |
| Point ledger | The append-only record of earned/redeemed/expired points. Balance = earned − used − expired. |
| Tier | Loyalty level (e.g. Bronze/Silver/Gold) based on LTV/LTO/points. Supports upgrade and downgrade. |
| KYC (loyalty) | Mandatory profile fields (Birthday, Gender, Email) required to unlock welcome points. |
| Refer & Earn | Dual-incentive referral: both referrer and referee earn after referee's qualifying first purchase. |
| Membership | Paid loyalty — customer pays upfront for a plan with benefits over a validity period. One active membership per customer; non-refundable, non-transferable. |
| Benefit | A membership perk: % discount, flat discount, free item(s), free delivery, special menu, slash price, experiential. |
| Stacking | Whether membership benefits combine with loyalty burning / promo codes (defaults: loyalty earn ON, burn OFF, promo OFF). |
| Slash price | Member-only reduced price on items. |
Sub-products¶
| Term | Definition |
|---|---|
| Digital Bill | Branded web receipt delivered via WhatsApp/SMS after an order, with itemized bill + loyalty info + upsell widgets + feedback link. |
| Feedback form | Brand-customizable form capturing star rating, NPS, review text. |
| Microsite / WLA | White-Label App — customer-facing loyalty web interface (tier, points, ledger, referral, rewards). |
| QR / Attribution Engine | QR scan tracking + UTM attribution. |
Technical (cross-reference to code)¶
| Term | Definition | Where in code |
|---|---|---|
| crm_queue | The central MongoDB queue collection where ingested orders land before processing (status drives the state machine). |
models/crm_queue.js, prism-services |
| MIS | "Management Information System" — the aggregated/report collections (campaign_mis, rating_mis, dashboardMIS, sms_summary). | models/*_mis.js, processLibrary/ |
| notiJunk | Notification queue collection. | models/notiJunk.js |
| Ingestion source id | Numeric source on queued orders (e.g. source-6) identifying the origin channel. |
ingestion controllers, crons |
Terms marked (daily batch) / (weekly batch) / (real-time) refer to the Computed Fields Schedule (Customer Intelligence sheet 3.26–3.40). See ../03-Modules/Customer-Intelligence-RFM/README.md.