Here’s the essential guide to the WhatsApp Business API solution you’ve all been waiting for! You might be wondering, “What exactly is an API?” Well, an API, which stands for Application Programming Interface, serves as a software mediator enabling seamless communication between two applications.
What is WhatsApp Business API Solution?
The WhatsApp Business API Solution, also known as the WhatsApp Business Platform, is a tailored solution that equips businesses with the capability to securely and efficiently communicate with customers worldwide.
The WhatsApp Business API Solution can be seen as an enhanced edition of the WhatsApp Business App. While the WhatsApp Business App offers essential features like business profiles, auto replies, labels, and others to assist small businesses, its capabilities are somewhat restricted, particularly for those handling a larger volume of clients and daily inquiries.
Valuable things often come at a cost, and the WhatsApp Business API Solution is no exception. While it does involve conversation fees, the benefits it provides are well worth it. In addition to ensuring security and dependability for businesses and customers alike, the WhatsApp Business API solution offers a diverse array of supplementary features. These include rapid responses, chatbots, multiple logins, mass broadcasting, personalized messages, and numerous others, all aimed at enhancing online sales and helping businesses thrive.
Verified WhatsApp Business accounts
While using the WhatsApp Business App for customer communication, only the phone number is visible. However, with the WhatsApp Business API Solution, businesses can have a WhatsApp Official Business Account (OBA) where the business name is displayed instead of the phone number. This is true even if the customer hasn’t saved the business’s phone number.
Additionally, your business name will be accompanied by a small green verification checkmark, indicating credibility and trustworthiness.
WhatsApp Business Template Messages
WhatsApp Business Messages are classified into two categories: Template Messages and Session Messages.
Template Messages are predefined message templates that have been approved for various purposes such as marketing, one-time password notifications, and outbound messages like delivery alerts and appointment reminders. Template Messages are further categorized into:
- Utility conversations
- Authentication conversations
- Marketing conversations
To ensure successful delivery of messages, it is essential to utilize a WhatsApp Template Message if the user has not responded within the past 24 hours. Any other forms of messages sent beyond this time frame will be unsuccessful in reaching the user.
Creating Template Messages
When crafting a message template, it is necessary to include the following components:
Name: the name should consist of lowercase alphanumeric characters and underscores only. No other characters or spaces are permitted.
Type: From the provided drop-down list, choose the suitable template type that aligns with one of the available options, such as appointment update, issue resolution, payment update, and more.
Translations: When sending a message template through the WhatsApp Business API Solution, you will indicate the desired language for the message template to be displayed by utilizing the language field.
Variables: The correct format for variables is this string: {{#}}, where # represents the variable index. Note: variables must begin at {{1}}.
WhatsApp Business Template Message variables
When submitting a text-based template message for approval, you have the option to incorporate distinct variables to personalize your messages for customers. It is important to note that each template message must include at least one variable.
Variables are denoted by numbered placeholders like ‘{{x}}’. Each variable can be substituted with text that includes letters, digits, special characters, or spaces.
However, variables cannot contain the following:
- New lines
- Tabulators
- More than four consecutive spaces
WhatsApp Business Session Messages or Service Conversations
As previously mentioned, there are two categories of WhatsApp Business Messages: Template Messages and Session Messages.
WhatsApp Session Messages, also known as Service Conversations, refer to messages exchanged in response to a user-initiated message.
A session begins when a user sends a message to your business and remains active for a duration of 24 hours from the time of the most recent message. Once this 24-hour period elapses, the session concludes. At this point, you can either await further messages from the user or opt to send a Template Message to prompt a response from them.
Interactive messages
WhatsApp presents interactive messages as a means to foster customer engagement. These messages offer users simpler options to convey their requirements for your business’s products or services.
WhatsApp List Messages
Businesses can leverage WhatsApp to actively engage customers through list messages that provide up to 10 options. This streamlined approach ensures a simple, consistent, and efficient message flow.
WhatsApp chat buttons
Users can be presented with a maximum of three options to choose from. This grants business users the opportunity to create three buttons that customers can select. These options can also be combined with list messages when customizing an interactive message flow.
WhatsApp Broadcast
By utilizing the WhatsApp broadcasting feature, businesses can efficiently distribute mass messages that are personalized to each customer, providing information about events or promotions.
Undoubtedly, this feature saves businesses significant time and effort, as marketers are no longer required to manually copy and paste each text while ensuring the accurate spelling of the customer’s name.
Multiple logins
The WhatsApp Business API Solution allows multiple agents to simultaneously access the WhatsApp phone numbers associated with the business.
Chatbots
To enhance efficiency, employing a chatbot can be highly beneficial. Chatbots can effectively reduce customer service time by initially screening and assessing the customer’s needs. Subsequently, the chatbot can automatically direct the customer to the appropriate department to receive the most accurate answers to their queries.
Automated messaging rules
The WhatsApp Business API Solution enables businesses to automate Frequently Asked Questions (FAQs), broadcast messages, and interactive messages. Additionally, it facilitates the automatic assignment of incoming chats to different agents based on predefined rules.
Lead generation tools
Businesses can enhance the accessibility of their WhatsApp number by incorporating it into a live chat widget on their websites. This allows customers to initiate conversations easily by clicking on the WhatsApp icon within the widget, resulting in increased lead generation rates.
Moreover, businesses can track and monitor their customers’ browsing activities to gain insights into the performance of different webpages.
WhatsApp catalog
Through the WhatsApp Business API Solution, your customers can enjoy the convenience of shopping directly within the chat itself. This feature not only encourages impulse buying but also provides consumers with a faster, more efficient, and seamless buyer’s journey. Additionally, when customers share their positive experiences with others, you’ll benefit from free word-of-mouth marketing.
Payment links on WhatsApp
By simply generating a payment link, you can enable your customers to make direct payments within the chat. Streamlining the process with fewer steps increases the likelihood of customers making additional purchases.
Who should consider using WhatsApp Business API Solution?
The practical functionalities offered by the WhatsApp Business API Solution are undeniably appealing, but it remains crucial for business owners to carefully assess its suitability based on their specific industry and working requirements.
1. Retail
In the retail industry, managing a high volume of incoming customer messages on a daily basis can be overwhelming and time-consuming. To address this challenge, the WhatsApp Business API Solution proves to be the ideal solution. It offers automation, chatbot capabilities, and broadcasting functionalities, enabling efficient handling of customer interactions. Additionally, utilizing the WhatsApp Business API Solution enhances the trustworthiness and reliability of the business account.
2. Automotive
When it comes to scheduling car servicing appointments, leveraging the capabilities of WhatsApp Business API Solution can greatly benefit businesses. Prior to test driving a vehicle, customers often seek relevant information. However, if they encounter constant busy phone lines when they call, it can lead to a significant loss of potential leads over time.
To address this issue, the list messages and reply buttons offered by the WhatsApp Business API Solution prove invaluable. These features help businesses efficiently handle inquiries from new and prospective customers, saving manpower in the process.
Furthermore, the WhatsApp Business API Solution simplifies appointment scheduling procedures, resulting in improved customer satisfaction as the process progresses.
3. Telecommunication
Telecom service providers usually face a huge volume of inquiries on a daily basis, which require immediate and personalized responses, putting a strain on the customer service team. WhatsApp Business API Solution can be a valuable solution for addressing these challenges, especially when it comes to dealing with complex operational processes and related issues.
4. Fintech
The rapid growth of e-commerce and the increasing need for fast and secure digital payments are driving the fintech revolution. Businesses operating in this field recognize the significance of a reliable and efficient chat management platform, supported by advanced technologies such as AI and data science.
In this context, integrating the WhatsApp Business API Solution with their existing suite of sophisticated tools allows businesses to reduce response times for messages. This integration enables them to deliver financial services that prioritize quality, security, and privacy, meeting the high expectations of their customers.
5. Human resources
In the realm of human resources, the key focus is on managing human capital and guiding each individual to reach their maximum potential. However, the extensive communication, interaction, paperwork, and other tasks can lead to an overwhelming workload. Additionally, employee queries and operational procedures often involve repetitive questions.
Thankfully, the WhatsApp Business API Solution offers a seamless solution to address these challenges. By eliminating the need for repetitive steps, valuable time can be freed up and utilized more efficiently for other essential duties.
