As quick and accessible communication becomes more important to customers, WhatsApp has become increasingly preferred over traditional communication channels.
Today, more than 1.5 billion global consumers and businesses use WhatsApp Business, which proves its popularity among users across the globe.
Owing to this popularity, it is also a preferred channel for business communication for many companies across different industries. The outcome can be largely positive, but to fully utilize the capabilities and possibilities of the channel, businesses need to optimize how they are reaching out to their customers.
For this, you must open the door for advanced functionalities and features with the WhatsApp Business API.
In this master guide, we will explore in detail, all that there is to know about WhatsApp Business API, including its benefits, features, best practices, popular WhatsApp Business API solution providers, and more. Let’s begin!
What is WhatsApp Business API?
WhatsApp Business API is WhatsApp’s service that lets businesses integrate their business systems and software with WhatsApp’s capabilities, thus allowing for wider, more dynamic, and more impactful business communication. It was launched in 2018 by Meta (previously Facebook) as a way for businesses to connect with their customers all over the globe seamlessly.
The WhatsApp Business API enables businesses to manage and automate messages on WhatsApp and therefore have a unified platform to converse with customers, send bulk message campaigns, provide customer support at scale, automate workflows, and more.
What is the difference between WhatsApp Business and WhatsApp Business API?
Both WhatsApp Business App and the WhatsApp Business API enable businesses to communicate with their customers, but offer different capabilities and cater to different business needs.
| WhatsApp Business App | WhatsApp Business API | |
|---|---|---|
| Automated Messages | ❌ Not available | ✅ Setup Away, OOO, Welcome messages |
| Send Bulk Notifications | ❌ Not recommended, only 256 contacts at once. | ✅ Yes. Setup & schedule messages in bulk |
| Multi Agent Access | ❌ Not accessible, only 1 login possible. | ✅ Connect with 200+ existing CRM at ease |
| Workflows Setup | ❌ No setup available. | ✅ Setup custom and pre-configured workflows. |
| Analytics | ❌ Not possible | ✅ Get campaigns and agent analytics |
One of the major differences that can be noticed is that while WhatsApp Business App is free to download and use, WhatsApp Business API is a paid service. Other key differences include:
• The WhatsApp Business app allows businesses to share broadcasts to up to 256 contacts, while the WhatsApp Business API has a limit of up to 100,000 contacts per day.
• WhatsApp Business API allows businesses to get green tick verification while the business app does not.
• The WhatsApp Business app provides single device access whereas the WhatsApp Business API allows the sharing of WhatsApp account with multiple users.
• Compared to the business app, the WhatsApp Business API integration with popular business solutions and enables a seamless and advanced automation workflows, chatbots, enhanced eCommerce features, in-depth analytics and more.
• WhatsApp Business app is ideal for small businesses but mid to large-scale businesses will benefit more from the WhatsApp Business API.
What are the benefits of WhatsApp Business API?
Now that we have established the major differences, let us have a look at some of the benefits that WhatsApp Business API offers.
1. Enhanced customer communication
WhatsApp Business API empowers businesses to engage in personalized conversations at scale, enhancing customer experience and business efficiency. Businesses can send timely responses to customers across geographies while offering multilingual support.
2. Automation
The WhatsApp Business API enables businesses to set up advanced automation on WhatsApp that can be crucial for providing seamless customer support experiences. Businesses can set up automated workflows and responses that can easily handle frequently asked questions around the clock and direct complex queries to team members, thus improving the efficiency of issue resolution.
3. Scalability
WhatsApp Business API is built with scalability as a priority.. It has all the features and capabilities that are perfectly suited for large businesses and can handle higher volumes of messages. This makes WhatsApp Business API a necessity for any growing businesses that are looking to expand their audience and carry out business communication at a wider level.
4. Integration capabilities
WhatsApp Business API can be integrated with a wide range of other systems and software, which can enable businesses to enhance their communications, operations and analytics to a greater level. From CRM systems to business tools such as analytics software and eCommerce platforms such as Shopify, WhatsApp Business API can help businesses expand their possibilities through diverse integrations.
5. Rich media support
Businesses can share as well as receive different types of media such as videos, documents, images and audio through WhatsApp with the help of the API. By leveraging rich media content, businesses can greatly enhance the quality of their messages and the engagement resulting from their interactions on WhatsApp.
6. Secure communication
You can communicate securely with customers at scale through the WhatsApp Business API, due to WhatsApp’s end-to-end encryption feature. This feature ensures that all conversations exchanged between the business and its customers remain private and secure, which contributes to the business’ trustability in the eyes of the customers.
7. Analytics and reporting
You can access analytics that provide valuable insights into key indicators like message delivery, read receipts and other metrics. These analytics can help businesses make data-informed decisions and optimize business communication strategies for better performance.
8.Customizable notifications
Businesses share customized notifications to customers for a more tailored and meaningful experience. Businesses can customize everything from appointment reminders to order updates, order confirmations, promotional messages, customer support messages and more, to better connect with the customers using personalization.
9. Customer engagement
WhatsApp Business API’s another major benefit lies in how it enables faster, direct and immediate interactions with customers. With instant responses and shorter waiting times, your business interactions on WhatsApp can greatly improve engagement and help build stronger customer relationships that are beneficial in the long run.
What are the key WhatsApp Business API features?
WhatsApp Business API on Interakt offers businesses a great suite of features, including:
WhatsApp for customer support
1. Shared team inbox
The shared team inbox feature, helps support teams handle customer queries more effectively. This collaborative messaging feature offers a more centralized way of communicating with customers and makes it easier for you and the team to share, receive, monitor and respond to customer messages without sacrificing consistency and speed.
2. Team analytics
Interakt’s conversation analytics can help you measure your team’s performance and responsiveness to customer messages. You can track metrics such as total conversations responded, conversations resolved, wait time, average wait time and resolution time, to gain insight into the performance of your agents and focus on improvement.
3. Auto Chat Assignment
Interakt’s auto-routing feature lets you streamline chat assignments and ensure the right agent gets the right chat swiftly, based on user traits. Auto-assignment can greatly improve the efficiency of your customer support efforts and improve customer satisfaction greatly.
4. Customer management
Keep your customer data handy with Interakt’s WhatsApp CRM platform. You can segregate your data into different categories for targeted messaging and label chats to keep track of conversations. Furthermore, it allows businesses to manage customer support around the clock and ensure swift replies to all queries from a unified platform.
WhatsApp for marketing
1. Click-to-WhatsApp ads
You can set up Click to WhatsApp ads to direct customers from Facebook and Instagram to your WhatsApp chat. These ads will help businesses bridge WhatsApp with Facebook and Instagram to utilize the strength of all these channels and thus conversationally engage with customers. The ice-breakers allow the customers to start a conversation with the brand and the latter can easily automate the entire process to enable a seamless journey
2. Smart ads
Interakt’s Smart Ads feature businesses do not need to create the Meta ads – just share your website link and our Smart AI will do the rest for you. These AI-enabled ads make it easier for brands to acquire customers and grow their business at a minimal cost.
Shark Tank-famed brand, HairOriginals with Interakt, saw a 52% reduction in CAC within 3 weeks of running these ads.
3. WhatsApp Notifications
With the WhatsApp Business API, you can set up
1. On-going WhatsApp notification campaigns – this is commonly used to set up message drips for cart recovery, order status, etc.,
2. One-time WhatsApp notification campaigns – this is commonly used to send transactional and promotional messages on WhatsApp – such as sales alerts, back-in-stock alerts, etc.,
These notifications can be greatly enhanced by incorporating media elements, CTAs, interactive lists, quick reply buttons, etc. that can make it more engaging and interactive.
4. WhatsApp Campaign Auto-retry
Marketing notifications on WhatsApp season is crucial for businesses to connect with their customers, but frequency capping on WhatsApp Marketing Messages can pose a significant challenge. To help merchants overcome this, Interakt launched WhatsApp Campaign Auto-Retry, a game-changing feature designed to ensure your marketing messages reach your audience effectively.
This innovative solution automates the process of resending failed messages, retrying them after 24 hours without any manual intervention. By taking the guesswork out of re-engagement, Auto-Retry boosts your campaign success, enhances customer interactions, and delivers a higher return on investment (ROI). This feature is your opportunity to engage customers, decode their buying intent, and drive meaningful conversions seamlessly.
5. Marketing Message Lite
The Marketing Message Lite is an AI-powered feature designed to enhance your marketing campaign’s performance. It leverages the Marketing Lite APIs to deliver your marketing templates with greater efficiency.
Merchants can improve campaign delivery rates with fewer frequency capping errors. Additionally, you’ll gain deeper campaign insights. For example, if your Marketing template includes a CTA directing users to a website equipped with Meta Pixel, you can track actions like add-to-cart and purchases directly within your campaign stats on Interakt. This means more effective campaigns and data-driven decisions for your business!
6. WhatsApp Flows
With Flows, you can create interactive, app-like experiences directly on WhatsApp to simplify tasks like lead generation, appointment booking, registrations, intent collection, and more. Packed with features like images, CTA buttons, and rich media, WhatsApp Flows offer a seamless and immersive way to engage your customers, reduce drop-offs, and transform the way you do business—all without the need for app hopping!
WhatsApp for sales
1. WhatsApp catalogs
WhatsApp catalogs can be set up by businesses to highlight their diverse products and services on their WhatsApp Business profile, making it easier for customers to browse and discover products. The catalog feature helps customers choose the right products without having to engage in arduous searches and back-and-forth conversations, thus making for a seamless shopping experience.
2. WhatsApp Pay
WhatsApp Pay enables customers to complete payments through the app itself, reducing drop-offs. This way the need for redirecting customers to other payment gateways is eliminated, simplifying the whole purchase process. End-customers can use WhatsApp Pay to pay via any UPI, debit/credit cards and net banking.
3. Multi-product messages
Multi-product messages (MPM) are great sales tools that can help businesses showcase up to 30 pre-selected products, unlike catalog messages that showcase the entire catalog of products. MPM messages are ideal for helping customers easily find specific products in a streamlined way.
4. Auto-checkout
With the WhatsApp Business API and Interakt, you can set up automated checkout workflows within the WhatsApp store itself. With this feature, customers can simply send WhatsApp carts to your number and place the order automatically.
5. Sales campaigns
You can utilize Interakt’s API campaigns to share WhatsApp template messages to customers via API and view the delivery stats of the messages on the Interakt account. Sales message campaigns can thus be created and employed in no time.
6. Shopify exclusive features
At Interakt, we have
1. 𝐂𝐎𝐃 𝐭𝐨 𝐏𝐫𝐞𝐩𝐚𝐢𝐝 𝐂𝐚𝐦𝐩𝐚𝐢𝐠𝐧𝐬
Shopify merchants can now significantly reduce their Return to Origin (RTO) rates by encouraging customers to prepay for their ‘Cash on Delivery’ (COD) orders with a simple WhatsApp nudge.
2. 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 𝐎𝐮𝐭 𝐟𝐨𝐫 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐜𝐚𝐦𝐩𝐚𝐢𝐠𝐧𝐬
Now, you can inform your customers in real time with seamless updates on their order status, from Shopify to WhatsApp!
3. 𝐂𝐥𝐢𝐜𝐤 𝐭𝐫𝐚𝐜𝐤𝐢𝐧𝐠 𝐟𝐨𝐫 𝐜𝐡𝐞𝐜𝐤𝐨𝐮𝐭 𝐥𝐢𝐧𝐤𝐬
Track checkout link clicks, identify top conversion sources (Campaigns, Automation, Others), view clicks per campaign, and retarget users accordingly.
This is just the tip of the iceberg, we are soon developing more ground-breaking features to simplify your day-to-day business operations on Shopify!
WhatsApp automation
1. No-Code Chatbot Builder
No-code WhatsApp Chatbots can be set up to create unique personalized experiences for customers and generate quality leads. Businesses can also use chatbots to guide customers through different processes such as appointment booking, document collection, order placement, etc. with minimal effort.
Also, with No-Code Chatbots, you can now create more complex workflows, for instance – actions like Order Placed, Order Tracking, Product Feedback, and Return/Exchange Policy, etc., can be part of the same workflow. You can assign color codes to the parent nodes for better clarity—such as blue for feedback and pink for order tracking.
2. Auto replies
With Interakt you can leverage the WhatsApp Business API to set up custom auto-replies to frequently asked questions from customers. This can ensure that all customer queries are handled efficiently and thus improve the overall conversation experience on WhatsApp. Custom auto-replies are ideal for providing instant communication and handling efficiently large volumes of customer conversations.
With Interakt you can also auto-sync Shopify products on WhatsApp, share product catalogs at scale, send cart recovery notifications and more, using the WhatsApp Business API.
3. AnswerBot
Interakt’s AnswerBot is another feature that reduces the load on your team and helps handle queries and conversations effectively.
The AnswerBot is based on the Chat-GPT technology and it can create FAQs by scanning a website, all under 15 minutes. The AnswerBot allows businesses to engage leads and drive routine communication tasks.
WhatsApp Business API eligibility requirements
If you have decided to get your WhatsApp API account, you need to ensure that your business meets the following eligibility requirement for WhatsApp Business API:
• You need to have a Facebook Business Account.
• You need to have a WhatsApp Business account.
• You need to be verified on the Facebook Business Account.
• You need a competent WhatsApp Business Solution Provider.
Steps to get WhatsApp Business API
Once you have met all the eligibility requirements, you can follow the below steps to get a WhatsApp Business API account. Note that the WhatsApp Business solution provider or business partner that you choose is competent and reliable like Interakt.
Step 1: Link the Facebook Business page with Interakt
Before linking the Facebook Business account with Interakt, ensure that all the information is correctly provided. This includes:
• Company’s legal name, address, and display name.
• Exclusive API-ready number specifically for this purpose.
• Business Facebook page where you are the admin.
Step 2: Create your WhatsApp Business Account
After selecting your Facebook page create your WhatsApp Business account:
1. Type the business name, and choose the right time zone.
2. Click “Continue” and wait till the details are processed.
3. Set up your WhatsApp Business profile with all the relevant information including the business’s display name.
4. Choose the business category and provide the business description.
5. Click on “Continue.”
Step 3: Verify the phone number for WhatsApp and link to Interakt
1. Use a dedicated phone number specifically for setting up the WhatsApp Business API.
2. Ensure this number is not already associated with any existing WhatsApp account.
3. Select your preferred OTP verification method – either via text message or voice call.
4. Enter the received OTP and click “Verify.”
You have successfully created a WhatsApp Business account with a verified business number. After this, there will be a 3-day to 4-week verification period.
If the verification is done successfully, you will have WhatsApp Business API access, allowing you to enhance communication with customers.
WhatsApp Business API pricing
WhatsApp Business API pricing is based on conversations or subscriptions.
Subscription charges
These are monthly platform access fees that are charged differently by different WhatsApp Business solution providers. Choose a plan that best fits your needs such as Interakt’s affordable subscription plan that also offers free set-up and a 14-day free trial for users.
Conversation charges
WhatsApp itself charges a small fee for each conversation businesses have with customers in a 24-hour period. The charge of WhatsApp API messages can depend on various factors like conversation types (marketing, utility, authentication or service) and users’ location.
For conversations initiated by the customer with the business, there will be no limit to the number of messages shared in 24 hours and it will be charged as one conversation. When the business itself initiates the conversation, it will be charged differently.
Interakt’s pricing
Interakt offers 4 different plans that cater to different purposes and offer different benefits:
For conversations initiated by the customer with the business, there will be no limit to the number of messages shared in 24 hours and it will be charged as one conversation. When the business itself initiates the conversation, it will be charged differently.
• Starter plan: The starter plan begins at ₹2,757 /qtr. It provides access to shared inboxes, Instagram Inbox, chat automation for welcome and OOO messages, bulk notifications and other benefits suited for starter businesses.
• Growth plan: This plan includes all the features from the starter plan and provides additional features like automated workflows, CTWA analytics dashboard, advanced campaign filters and more. The growth plan is priced at ₹ 2,499/ mo.
• Advance plan: Building on the growth plan, this plan offers unlimited app integrations, developer API access, agent statistics etc. The plan is priced at ₹ 3,499 /mo.
• Enterprise plan: The enterprise plan offers dedicated service in support and message speeds and access to exclusive playbooks, strategies, special consultive solutions etc. to improve ROI, ROAS and LTV. The enterprise plan charges are 0.7265 INR per conversation for marketing conversations, 0.2082 INR for utility conversations and 0.2906 INR for service conversations.
How to minimize WhatsApp Business API Cost
Below are a few tips to help minimize your WhatsApp Business API costs:
Optimize conversation flow
You can minimize API costs by optimizing conversation flow by maximizing free service-related conversations. Focus on troubleshooting, order updates, and other interactions within the 24-hour window. You can use message templates for common inquiries and send timely updates like order confirmations to minimize costs and avoid starting new conversations unnecessarily.
Target and schedule campaigns
Instead of sharing messages to broad audiences, target high-value campaigns for specific customer segments. You can also schedule automated messages during non-peak periods to avoid immediate response costs. CTWA ads are a great way to let users initiate conversations and thus reduce expenses.
Monitor and analyze performance
Regularly analyze and track different conversation types and shift towards service-based interactions. Look for optimization opportunities and adjust plans by monitoring cost per conversation. You can also test different strategies and find the most cost-effective methods for communication.
Best WhatsApp Business API providers
Interakt stands out as the best WhatsApp Business API vendor for businesses to harness the full potential of WhatsApp for customer communication.
With Interakt, businesses can automate customer interactions, deliver personalized messages, and provide real-time support, while ensuring a seamless and integrated experience.
The platform’s easy-to-use interface and powerful features make it the ideal choice for businesses looking to enhance their customer engagement and drive meaningful results through WhatsApp.
Best practices for WhatsApp Business API
Understand the capabilities and limits of the API
You need to be familiar with the strengths, features and limits of WhatsApp Business API. Understand message types, templates, automation capabilities and other features to fully leverage them. Also, keep in mind limitations like the number of messages you can send and receive from customers.
Gain consent from users
Ensure that you have explicit consent from users before you share any messages with them on WhatsApp. Providing a clear opt-in form on your store website is a great way to gain consent.
Utilize template messages cleverly
Use pre-approved template messages cleverly for automated messages or transaction notifications to engage customers and provide relevant information to them. To avoid rejection ensure that your message template complies with the guidelines set by WhatsApp.
Maintain personalization
Leverage customer data to personalize messages and provide content that is relevant to the user. Tailored messages are greatly effective in enhancing customer engagement and providing better experiences.
Respect user privacy
Comply with data and privacy regulations, as protecting user data is fundamental for building a reliable and trustworthy business. Provide your privacy policy clearly and strictly refrain from sharing sensitive customer data.
Monitor and optimize response times
Your response times should be swift as faster response and issue resolution improve customer satisfaction and can greatly enhance the quality of the interactions.
Leverage media features
Utilize media such as videos, images, documents etc. to increase the appeal of your messages and engage customers better. Note that there is a balance of media and text to be maintained as too much media can adversely affect how the message is received by users.
Have robust security measures in place
Use robust encryption and authentication to safeguard your WhatsApp API integration. Regularly update your security procedures and protocols to guard against intrusions, breaches or errors.
Regularly test and review integrations
Your integrations should be regularly tested and reviewed to ensure that it is working in the best and desired manner. Track the performance and adjust your integrations based on data obtained from user feedback and analytics.
Ensure compliance with WhatsApp’s policies
Remain updated about and comply with WhatsApp’s guidelines and policies as this ensures you are carrying out communication ethically. Non-compliance might result in penalties or getting banned from the platform.
Analyze and adapt
Utilize analytic tools to monitor message performance and customer interactions, and use the insights to modify and adapt your strategies for the best results.
Provide clear and easy opt-out options
Users should have easy ways to unsubscribe or opt-out of receiving WhatsApp messages from you. This is necessary to stay compliant and maintain a respectful and positive relationship with users.
Summing Up
WhatsApp Business API has been one of the most revolutionary developments for business communication, offering companies, big and small, effective and dynamic ways to reach, interact, and engage their customers.
From the advanced automation features to great growth and scaling potential to dynamic interactive messaging features, there are a lot of benefits that the WhatsApp Business API has to offer.
And the best way to access the WhatsApp Business API and reap its benefits is with a reliable, cost-effective and highly capable WhatsApp Business solution like Interakt.
Interakt offers a range of WhatsApp Business API features like shared inbox, automated workflows, in-depth analytics, and much more. Interakt comes in various plans that cater to different business needs, making it one of the best choices out there.
Thinking of enhancing your communication and growing your business with WhatsApp Business API?
