The core competency of any business depends on how effectively they can reach their customers to build trust, enhance service levels, and ultimately drive more sales.
The revolutionary WhatsApp Business API has completely changed how businesses on WhatsApp connect with their target audience. From automated messages and quick replies to transactional updates and appointment reminders, this API allows businesses to provide customers with a seamless and personalized experience. With over two billion users worldwide, WhatsApp presents an unparalleled opportunity for small businesses to reach a massive audience.
In our last article on Finding the Perfect WhatsApp-Based CRM - Improve Customer Service, we discovered how Maya and Alina found a seamless solution for customer data management by integrating WhatsApp Business API with Pronnel. In this blog, we will explore in detail a game-changing tool called WhatsApp Business API, and how you can get it for your Business. By understanding its features, pricing, and some use cases, you can easily decide about this powerful tool to transform your Business and unlock new growth opportunities.
Since 2009, WhatsApp has continuously connected billions worldwide with instant text, voice, and video communication. It started as a communication platform for conversing among our family and friends. In 2018, Meta (earlier Facebook) launched WhatsApp Business. Later Meta launched its API to cater to small and large businesses to grow their outreach and strengthen business communications.
WhatsApp Business API is not an app that can be downloaded on any phone. It is an programming interface that allows you to connects your business phone number with WhatsApp's backend. To put it in simple words, through this API, your phone number can avail all the missing features of WhatsApp Business.
What are the pre-requisite to get WhatsApp API? Integrating WhatsApp Business API into a business's existing systems and processes is relatively straightforward. Before we discuss the API setup process, some prerequisites need to be understood:
Before discussing the WhatsApp Business API pricing, let's understand some ground rules:
The above conversation messages can be categorized in UIC( Sent by the User) and BIC(Sent by the Business).
Conversation initiated by businesses in response to User's message. For example, service conversations. The Business would pay this UIC price if a user responded within 24 hours of his query.
Conversation initiated by the Business itself. For example, authentication, Utility, or marketing message. This BIC price is applied when either the Business starts the conversation or reverts back to the User after 24 hours of the message from the User. In this case, only Pre-approved templates from Meta can be sent to Users.
As we understood the basic building blocks of WhatsApp Business conversations, Let’s discuss the price of the WhatsApp Business API. It is mainly divided into two parts.
The following use cases are examples of how Meta charges for each conversation.
To summarize the conversation pricing, there is only ONE GOLDEN RULE to understand.
While the WhatsApp Business API provides businesses with the benefits of personalized customer engagement, it also comes with some notable limitations:
Having said all the limitations, if used mindfully, no messaging platform can give such whooping benefits and ROI.
Create your standardized process, set permissions, and add attributes to collect information. That’s it! Managing complex processes such as Task Management, single CRM platform for multiple channels (Omnichannel), Process Implementations, and Performance Management, is as simple as Pronnel. You name it, Pronnel can do it!
Pronnel offers several cool features, and WhatsApp integration is just the tip of an iceberg. Facebook Messenger, Instagram, Telegram, LINE, Viber, Google Business Chat, and Email integrations are also possible with Pronnel.
You can assign tasks, set timers, get clear task visibility, process updates, and get follow-up reminders on the go. Pronnel gives you plenty of reasons to fall in love with it! Just imagine, having one single platform that can cater to your requirements. Isn’t that simpler, easier?
As WhatsApp Business API cannot be bought directly from Meta, Pronnel can be your partner. Follow these steps to integrate WhatsApp Business API:
Get your META App verified; this ensures that only legitimate businesses can use the API, protecting users from spam and fraudulent activity
Once verified, businesses can create a WhatsApp Business profile, which includes information such as the business name, logo, and contact details. This profile acts as the public face of the Business on WhatsApp.
Follow this video tutorial for more precise step-by-step instructions to set up your WhatsApp Business API through Pronnel.
WhatsApp Business API isn't just a tool; it's a gateway to a more personalized and direct connection with your customers. In a world where relationships matter, leveraging a platform your customers use daily establishes trust and care. Imagine conversing with your customers where they are most comfortable, ditching formal emails or intrusive calls. This shift in communication enhances user experience and validates that your business values its customers. Understanding WhatsApp's charging mechanisms and distinguishing between Business Initiated Conversations (BIC) and User Initiated Conversations (UIC) is crucial for companies to comprehend how they'll be billed via Meta.
Additionally, Pronnel integration with WhatsApp business API let businesses streamline their customer support and close new deals efficiently. Multiple agents can seamlessly communicate with customers under one unified window, providing an unparalleled communication experience. The WhatsApp Business API and tools like Pronnel empower businesses to take customer engagement to unprecedented levels, fostering more substantial and lasting connections.
Ans: The WhatsApp Business API is not a downloadable app but acts as an interface connecting your business phone number to WhatsApp's backend, enabling additional features for your phone number.
Ans: No, Business API for WhatsApp comes with charges to Meta. These charges comprise BIC(Business Initiated Conversation), UIC (User Initiated Conversation), and BSP’s platform charges.
Ans: As per WhatsApp's new cost model for Business APIs 2023, The pricing structure for the WhatsApp Business API varies depending on several factors, such as message volume and the recipient’s geographical location. The conversation cost for every message depends on whether the conversation is within the 24-hour paid chat window or outside.
Ans: The WhatsApp Business API works as an interface connecting your business phone number to WhatsApp's backend, enabling additional WhatsApp business features for your phone number.
Ans: Free Entry Point Conversations are initiated when a customer messages via WhatsApp Ad or Facebook CTA, and businesses respond within 24 hours. They last 72 hours, allowing various messages without extra charges.
Ans: No, you can only take the API for WhatsApp Business on a fresh contact number that was not used for any other WhatsApp App earlier.
Ans: For every conversation started, the paid charges to Meta are valid only for 24 hours. If you miss responding to a customer, a new conversation window will be opened, and money will be paid to Meta within the next 24 hours validity. So you better respond within that first Conversation Window of 24 Hrs.
Ans: To integrate WhatsApp Business API, you need a unique WhatsApp number dedicated to your business, a META business account with accurate business details, and a Business Solution Provider (BSP) or an Independent Software Vendor (ISV) to apply for the API on your behalf through META.
Ans: Pronnel, as an Omnichannel CRM, streamlines customer support and order conversions. It allows multiple agents to communicate with customers efficiently under a unified window, providing a seamless and unparalleled communication experience. This integration significantly improves business processes and customer satisfaction.
Ans: The main takeaway is that WhatsApp Business API offers businesses a direct and more personalized way to connect with customers. By integrating with Pronnel, companies can streamline customer support and enhance communication efficiency. This powerful combination elevates customer engagement, fostering more robust and lasting connections.
Ans: The "24-hour paid chat window" allows businesses to respond within 24 hours without template restrictions, while the "Conversation window" includes both user-initiated and business-initiated conversations, with predefined templates and costs outside the 24-hour window.
Ans Yes, WhatsApp Business is considered safe for business use. WhatsApp employs end-to-end encryption to protect messages, ensuring that only the sender and the recipient can access the content of the messages. However, businesses must adhere to privacy policies, secure their devices, and educate employees on safe communication practices to maintain security.
Ans: Integrating Customer Relationship Management (CRM) systems with WhatsApp Business allows businesses to centralize customer interactions, streamline communication, and enhance customer engagement. It enables a unified platform to manage customer data, conversations, and inquiries, leading to improved efficiency, personalized interactions, and a better understanding of customer needs.
Ans: Integrating CRM like Pronnel with WhatsApp Business can be achieved through simple configuration at the META platform and Pronnel board. Check this Tutorial and video for more details.
Ans In addition to WhatsApp, you can integrate various messaging services into your Pronnel CRM, including: