Summary
If you're looking to understand how WhatsApp Business API works, how it differ from the WhatsApp Business App, and how it can help small and medium-sized businesses (SMBs), you've come to the right place. This guide will give you a quick primer on everything you need to know before getting started.
Instructions
What Is WhatsApp Business API?
The WhatsApp Business API was launched to help medium to large companies communicate with multiple customers at scale. It enables businesses to automate communications with features like automated replies, WhatsApp chatbots, and interactive messages.
In short, the WhatsApp Business API helps businesses create a personalized communication flow that works best for their customers.
WhatsApp Business App
The WhatsApp Business App and its web extension are free-to-use apps designed to help small business owners connect with customers. They allow small businesses to offer their products and services and support customers throughout their journey. However, the app has limited capabilities and is not built for scale.
Limitations of the WhatsApp Business App
Cannot send bulk messages to customers or leads.
Cannot automatically trigger messages via APIs.
Does not support multiple logins or dashboards to measure agent performance. All these limitations can be overcome by using the WhatsApp Business API.
But, before you decide to use WhatsApp API, you must know a few basics about APIs and the rules -
What is WATI?
WATI is a powerful platform that helps you connect with your customers on WhatsApp. Think of it as a central hub for all your WhatsApp business communication. You can use WATI to send and receive messages, automate replies, and even build custom integrations to connect WhatsApp with your other business tools. By adding WhatsApp as a communication channel through WATI, you can improve your customer support, marketing, and sales efforts.
Pre-Onboarding Considerations
Before deciding to use the WhatsApp Business API, you should know a few basics about APIs and the rules:
If onboarded with a WhatsApp Business API solution provider (like WATI), previous chats cannot be seen.
If onboarded via Embedded Signup with a WhatsApp Business API solution provider (like WATI), the number cannot be used on any other WhatsApp apps, including the WhatsApp and WhatsApp Business mobile apps.
Post-Onboarding Guidelines
After onboarding, businesses can send messages to customers only after a customer initiates a message. These messages are called session messages and can be sent by businesses to customers only within 24 hours of the customer sending a message.
Key Points to Remember
After 24 hours, the session expires, and businesses can only send 'template messages' to their users. Template messages must be pre-approved by WhatsApp and can be managed from the WATI dashboard.
All template messages must adhere to WhatsApp Commerce Policies.
The WhatsApp Group Feature is not supported.
Voice notes and WhatsApp calling is supported.
WhatsApp Video Calls are not supported.
The WhatsApp Message Forwarding Feature is not supported.
WhatsApp apps cannot be used with the same number if using WhatsApp Business APIs.
Sent messages cannot be deleted, as WhatsApp's API currently does not support deleting a sent message.
Frequently Asked Questions (FAQs)
General questions
1. What is the WhatsApp Business API?
The WhatsApp Business API is a solution designed for medium to large businesses that need to communicate with many customers at scale. It supports automation, chatbots, interactive messages, and more advanced workflows than the WhatsApp Business App.
2. How is the WhatsApp Business API different from the WhatsApp Business App?
The WhatsApp Business App is suitable for small businesses and offers basic features, while the API supports automation, bulk messaging (through approved templates), multi-agent access, and integrations. The app is not built for scale, but the API is.
3. What limitations does the WhatsApp Business App have?
The app cannot send bulk messages, does not allow automated triggers via APIs, and does not support multiple logins or performance dashboards.
WATI-specific questions
4. What is WATI and how does it help with WhatsApp communication?
WATI is a platform that enables businesses to manage WhatsApp communication in one place. It supports sending and receiving messages, automating replies, building chatbots, and integrating WhatsApp with other business tools.
5. Can I view previous chats after onboarding through WATI?
No. If you onboard through a WhatsApp Business API solution provider like WATI, previous chats will not be visible.
6. Can the phone number used with WATI also be used on WhatsApp or WhatsApp Business apps?
No. If onboarded via Embedded Signup with a provider like WATI, the number cannot be used on any WhatsApp mobile apps.
Messaging rules and guidelines
7. When can a business send messages to a customer using the API?
A business can send messages within 24 hours after a customer initiates a conversation. These are called session messages.
8. What happens after the 24-hour session window expires?
Once the 24-hour window closes, businesses can only send pre-approved template messages. These must follow WhatsApp Commerce Policies and can be managed in the WATI dashboard.
9. What types of messages or features are not supported by the WhatsApp Business API?
Unsupported features include WhatsApp Group functionality, video calls, and message forwarding. The API also does not allow deleting sent messages.
Supported features
10. Which features are supported by the WhatsApp Business API?
The API supports voice notes and WhatsApp calling, along with automated replies, chatbots, and integrations for customer support, marketing, and sales.