WhatsApp Business API: Get Started With This Ultimate Guide
Thinking of using Whatsapp Business API but don’t know how it works? Then this comprehensive guide to WhatsApp Business API should answer all your questions.
Adding WhatsApp API to your business can improve your customers’ engagement. It allows you to build a strong relationship with your customers, be available to them round the clock, discover products, build customer loyalty, and increase your business reach.
Your customers want to interact with you as they interact with their friends. For this, messaging apps like Facebook Messenger and WhatsApp are playing a huge role.
Understanding how WhatsApp business API works will enable you to use the tool to build strong relations with your customers on their favourite app.
In this article, you will know what WhatsApp Business API is, how it differs from WhatsApp Business, its key features, the types of messages that can be sent using WhatsApp API, and how to get started with it.
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What is WhatsApp API?
WhatsApp API is an Application Programming Interface that connects with your business software. It allows you to communicate with your customers on WhatsApp to give them a personalized chat experience.
WhatsApp Business API provides you with a platform where you can respond to customers’ messages for free for up to 24 hours but charges a fixed fee by country per message after that.
To give your customers a more enhanced experience by replying to their queries instantly, you can also use WhatsApp Business chatbots that are designed to answer customer queries in real-time.
Unlike WhatsApp Business App which is much simpler to get started with, WhatsApp Business API is more complex. If you want to get started with WhatsApp API, you need to use third-party services called Business Solution Providers.
In the subsequent section of this guide, you’d learn more about how WhatsApp Business API differs from WhatsApp Business, its features, and how it can benefit your business.
Read also: Top 5 Bulk WhatsApp Senders to Boost Your Business in 2022
What can WhatsApp API do for your business?
Businesses from all over the world are utilizing WhatsApp API to provide a more personalized experience to their customers. You can also use WhatsApp Business API to communicate with your customers in different ways.
Here are six areas WhatsApp Business API can benefit your business.
Give customer support
Your customers interact with your business online round-the-clock, even while your team sleeps. With Whatsapp API integrated into your business operations, you can provide fast answers to queries that they may have.
Fast responses to customers’ queries can increase your conversion rate and bottom line.
Whatsapp Business API enables you to do this through a chatbot that you can set up to provide personalized and customized assistance and answers to your customers.
Also, for queries that require the attention of a live customer service agent, you can set up your bots to direct the query to the agent for a more humanized support.
Recommend products and solutions
Customers can get confused while trying to decide to buy your product. This is because they have a lot of options in front of them and, without help, may fail to make a buying decision. This can affect the conversion rate of your business.
But with Whatsapp API, you can monitor users’ behaviour on your website or business platforms and offer product recommendations accordingly.
This helps customers decide what to buy without the headache of going through thousands of products.
Provides secure platform
WhatsApp Business API is secure because it provides you with a unique business profile that cannot be duplicated. That way, your business is secure from any fraudster activity once it is verified on WhatsApp.
Also, you can implement two-factor authentication via WhatsApp OTP messages using WhatsApp Business API in your software.
In addition to that, you can also enjoy secure communication with your customers because WhatsApp is end-to-end encrypted.
Give instant feedback
When you implement the WhatsApp Business chatbot in your software, it gathers your customer’s valuable data, their behaviour, and needs.
By analyzing this data, you can get instant feedback on what makes your customer happy. This will also help you add value to your next advertising campaign.
Provide insightful data
The chatbots capture insightful data when your customers interact with them. This data can save you a lot of time that you might spend trying to gather data to understand your customer’s behaviour.
With the availability of data, you can create effective marketing campaigns. Moreover, you can also work on improving customer satisfaction.
Offer two-way communication
WhatsApp Business API’s two-way chat feature lets you answer your customers’ questions, provide all the relevant information, and keep them informed about their orders, delivery, payment, and the like.
In addition to this, your customers will feel more comfortable reaching out to you for any questions they might have.
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WhatsApp Business API vs. WhatsApp Business App
Now you must be wondering about the difference between WhatsApp Business and WhatsApp Business API.
Let’s break down the two terms for you.
WhatsApp Business App
WhatsApp Business account is designed to meet the needs of micro to small businesses. This type of account has limited features allowing only one user on one phone.
With WhatsApp Business, you can set up an account by following a simple onboarding process in the WhatsApp Business app after downloading it.
You just need a phone and a SIM card to set up an account. Once you have downloaded the app, you can begin messaging.
Also, the WhatsApp Business account allows you to send an unlimited number of messages with total freedom over content just like on a regular WhatsApp account. But there are limited automated messages such as greetings, away messages, and quick replies.
The WhatsApp Business account app is free, quick to set up, and allows only one user to use the account over the phone.
WhatsApp Business API
WhatsApp Business API is designed to meet the needs of medium to large businesses. It doesn’t have any interface. Rather, it is integrated with the business software that you use to communicate with your customers and solve the queries that they may have about your product or services.
WhatsApp’s API is a bit more complex to set up than its other products. You can find more information on setting up WhatsApp’s API in the next section.
Unlike the Whatsapp Business app, the WhatsApp Business API has restrictions on the types of messages you can send.
There are two types of messages you can send using WhatsApp API: session messages and template messages.
If you send messages to your customers and they reply within 24 hours, this is called session messages. During this period you can send any number of messages without any limitations on content.
After 24 hours only template messages are allowed. The template messages must be submitted to WhatsApp for approval. If your template messages contain promotional content, WhatsApp may not approve them.
Also, WhatsApp API has advanced automated messaging features. You can customize messages according to your business needs.
Key features of WhatsApp API
Here are the five features of the Whatsapp API.
- Seamless integration: You can integrate WhatsApp API with effective tools such as CRM, analytics, and third-party apps.
- Verified business account: You will get a verified business account that cannot be duplicated.
- Broadcast and bulk messaging: You can also broadcast messages for bulk notifications.
- Security and privacy: You can only use the WhatsApp API via BPS or CRM, so there are lesser chances of fake business profiles.
- WhatsApp chatbot: You can engage your customers with interactive message support via WhatsApp Chatbots.
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How to set up WhatsApp Business API
Getting started with WhatsApp Business API is pretty simple. For your ease, we have broken down the process into three simple steps.
Step 1: Choose the right BSP
A business service provider makes the complex WhatsApp API process simpler for you. They provide you with tools and infrastructure that enable you to use the WhatsApp Business API. There are several BSP available for you to use such as Vonage, Userlike, respond.io, and the like.
The first step in integrating WhatsApp API into your business operations is to choose the right BSP. Here are five factors to consider in choosing the right BSP for your business.
- Transparency in the account activation: The activation process should be transparent.
- Highly scalable SaaS pricing: See if the pricing they offer matches the quality they promise. You can do this by checking out their customer’s testimonials.
- Multiple channel support: Support for multiple channels such as Team inbox, Chatbot, Help Desk, and CRM.
- Personalization: Smart personalization capabilities.
- 24/7 customer support: Customer support round-the-clock.
Step 2: Create Facebook and WhatsApp Business accounts
Once you’ve chosen a solution provider, the next step is to create a Facebook and WhatsApp Account. After that, you approve a “messaging on behalf of” request and verify your business within Facebook Business Manager.
You can follow a step-by-step guide from Meta Business Help Center for this step.
Step 3: Register Your Business Phone Number
After setting up your WhatsApp and Facebook accounts, the next step is to register your phone number.
Do this by following the verification instructions provided by your BSP. You will be required to enter your number and request a verification code.
Also Read: The 7 Best Text Message Marketing Services in the USA
What types of messages can be sent using WhatsApp API
According to Statista, over 100 billion messages are sent on WhatsApp every day.
But it is important to know what kind of messages you can send and receive on WhatsApp API.
As well as the restrictions, policies, and guidelines you need to follow before using the Whatsapp Business API.
WhatsApp API supports two types of messages:
- Session Messages
- Template Messages
Both types of messages support one-on-one conversations, not bulk sendings.
Session Messages
A session message is a one-to-one private conversation initiated by customers in response to questions or issues they have.
In Session Messaging, you are given a 24-hour window within which you can reply to contacts’ messages. Once the 24-hour window closes, Session Messaging is no longer possible.
Template Messages
If you do not respond to a query or message within 24 hours of receiving it, you are only allowed to reply using Message Templates. These pre-approved messages are used to open a new conversation or deactivate the 24-hour messaging window.
Benefits of using WhatsApp Business API
WhatsApp Business API allows you to supercharge your customers’ engagement. With over 2 billion active users in 180 countries, WhatsApp has become one of the most effective marketing tools in the market.
WhatsApp caters not only to large businesses but also to small and medium businesses. Micro to small businesses can use a WhatsApp Business account which is a free app with limited features.
Medium to large businesses can get access to the WhatsApp API through a Business Service Provider (BSP).
Here are five benefits of using Whatsapp Business API you don’t want to miss out on.
- Interactive Communication: With WhatsApp Business API you can communicate with your customers via text messaging, audio messaging, and media messaging, via documents or templates. This makes your communication with your customers more interactive.
- Effective Relationships With Your Customers: WhatsApp is the most downloaded messenger app globally, making it the most preferred means of communication among users. So, if you use WhatsApp API for your business, it will surely attract more customers to your business.
In addition to that, the one-on-one conversation feature allows you to build a more secure, reliable, and stronger relationship with your customers. Furthermore, WhatsApp allows businesses to gain insight into the lives of their customers in a way not previously possible, making it one of the top advantages of WhatsApp for business.
- More secured platform: Since WhatsApp is so particular about its privacy policy, businesses can only get access to this tool once WhatsApp verifies their business accounts.
So, each company will have unique profiles which will eliminate the risk of fake business accounts and fraudsters looking to scam your customers.
- Connect with your customers at their convenience: When you connect with your customers through the most preferred communication channel, you will receive large numbers of open rates, and they will be more likely to see and engage with your content as well.
Also, you can be available to your customers round-the-clock because you can connect with them through desktops, mobiles, and websites.
- Tapping new markets through global reach: If you are a large company that deals globally, then WhatsApp Business API is just the right solution for you. Since WhatsApp Messenger is used globally, this allows you to interact with a whole new customer base for your business.
Who Should Use WhatsApp Business API?
If you want to give the best customer service to your customers, WhatsApp is no doubt the best option for you. WhatsApp has a huge user base and the growth of this platform is only rising each day.
That gives you an opportunity to reach out to your customers more directly through its business solutions — the WhatsApp Business app and WhatsApp Business API.
But whether you use WhatsApp Business or WhatsApp API largely depends on the type of business you run. Let’s break it down for you.
WhatsApp Business App
WhatsApp Business is the best option if you run a micro to small business and handle a limited number of messages per day. Moreover, this app is free and is available on the app store.
WhatsApp Business API
if you need to cater to various messages a day and don’t have enough time to track your customers’ queries then WhatsApp API is the best option for you. Since it isn’t available on app stores, you need to get access to it through a Business Service Provider (BSP).
Ready to Get Started with WhatsApp Business API
Now that you know the ins and outs of WhatsApp Business API, it’s time to implement this effective communication tool for your business.
But before you integrate WhatsApp API into your business, pay close attention to solution providers by looking at their dedication, customer support, and what tools they provide you with to manage WhatsApp API effectively.
SMSCountry can assist you in setting up your business profile with WhatsApp Business APIs. We can also help you incorporate a customized chatbot into your business accounts.
Contact us to book a demo and get help with any questions you may have about WhatsApp Business API.
