All your WhatsApp Business FAQs answered
Get answers to your WhatsApp Business FAQs, whether you’re a small business starting out, a large enterprise scaling up, or seeking to enhance customer experience.
From what is WhatsApp Business Platform, its features, and how to start using it to privacy settings, entry points, and opt-ins, we’ve answered all your WhatsApp Business frequently asked questions (FAQs).
As an official WhatsApp Business solution provider for over 2000 brands, we know the channel inside out. Whether you are just starting with WhatsApp Business Platform or are a seasoned user, read on to get all your WhatsApp FAQs answered.
General WhatsApp Business FAQs
1. What is WhatsApp Business Platform?
WhatsApp Business Platform is a messaging channel that allows businesses to communicate with their customers using rich features, automated messages, templates, multiple entry points, and more.
It can easily be integrated into any communication platform your business is using.
For example, WhatsApp Business Platform can help eCommerce retailers provide timely and relevant interactions. Telcos can improve retention rates and CSAT scores, and financial providers can elevate the entire banking customer journey. WhatsApp is effective for all business types.
2. What’s the difference between WhatsApp Business App and WhatsApp Business Platform?
The difference between WhatsApp, WhatsApp Business, and WhatsApp Business Platform lies in their target audience and functionality.
- WhatsApp is a messaging app used by individuals to communicate with friends and family. It offers features like text messaging, voice and video calls, and file sharing.
- WhatsApp Business, on the other hand, is designed for small businesses who are getting started and looking to connect with their customers. It provides additional features like business profile setup, automated messaging, and statistics on message metrics.
- WhatsApp Business Platform is a more advanced version, primarily aimed at small businesses who are looking to scale and medium and large businesses and enterprises. It offers additional features like APIs for integrating with customer service platforms, bulk messaging capabilities, and more customization options.
3. What are WhatsApp Business Platform features?
WhatsApp Business Platform is a feature-rich platform that offers various tools and features to help businesses communicate and engage with their customers more effectively.
Some of the key features of the platform include the ability to create a business profile with important information like business description, contact details, and opening hours.
It also allows businesses to send automated messages, such as greeting messages or quick replies, to provide instant and efficient customer support.
The platform provides access to messaging statistics and analytics, allowing businesses to track and measure the effectiveness of their communication efforts.
Additionally, it supports integration with third-party services, enabling businesses to integrate their existing CRM systems or other business tools for seamless workflow management.
WhatsApp Business Platform helps you engage your customers with:
- Message templates
- Dynamic product messages
- Rich product catalogs
- End-to-end encryption
- Multiple entry points
- Rich messaging options
- Easy-to-use list messages
- Quick reply messages
- Personalized stickers
- Call-to-action buttons
- *Payment collection over WhatsApp
*Available in specific countries only
4. How can you start using WhatsApp Business Platform?
You can collaborate with an official WhatsApp Business partner to start using WhatsApp Business Platform, like Infobip.
At Infobip, our team will check if your business meets the requirements, helps setting up an account, using a compatible phone number, registering your phone number, verifying your account, ensuring adherence to guidelines and polices, and advising on the best pricing plan.
In addition, our CX consultancy team is on hand to develop the right WhatsApp strategy and help with designing the right communications with a customer engagement solution, chatbot, and contact center capabilities.
5. How can you register a phone number on WhatsApp Business Platform?
To register a phone number on WhatsApp Business Platform, the following rules apply:
- The phone number must be in the E.164 international format
- The phone number must be internationally reachable
- The phone number must not be already registered in WhatsApp Business API
- No short codes
- No toll-free numbers
- No numbers under IVR
- You must be active during the verification process (you’ll receive either an SMS or a voice call for 2FA to confirm number ownership)
6. Do you need a new number to use WhatsApp Business Platform?
You can migrate a number already registered with WhatsApp or WhatsApp Business App to WhatsApp Business Platform.
You may register up to 20 phone numbers for a single WhatsApp Business account if your business is verified.
If not, you may register up to two phone numbers. Note that you may be limited to two phone numbers even if you are verified but have a low message quality and engagement.
The following rules apply:
- You must own the registered number for your business
- You need to have a country and area code (e.g., landline and cell numbers)
- You must be able to receive voice calls or SMS messages
- Your business number can’t be previously used with WhatsApp Business Platform
7. Can you migrate your existing WhatsApp Business Platform account or number to Infobip?
Before working with Infobip, you must follow these instructions:
- The phone number you want to migrate can receive a 2FA pin through SMS or a voice call from an international phone number
- If you have a 2FA six-digit pin, contact your former business service provider to turn off that pin
- You must have administrator access to your Facebook business account
- You must have an Infobip account – sign up here
- Identify what Infobip solution(s) you want to use: Answers (chatbot building platform), Conversations (contact center solution), Moments (customer engagement solution), API
To migrate your sender ID there is a simple three-step process:
8. What are the requirements for a business to be verified on WhatsApp?
To get a green tick verification on WhatsApp, you have to be a registered WhatsApp sender with a reputable brand name, a verified Facebook Business Manager, and a WhatsApp API business account.
9. How can you change your display name?
After the business verification process is completed, the display name review is initiated. The display name can be changed anytime but must be reviewed again. You can initiate the change over WhatsApp Manager or contact our support team.
10. What is WhatsApp Business Platform pricing model?
Effective June 1st, 2023, Meta changed WhatsApp conversation categorization and pricing.
Conversation charges are based on the conversation category. The conversation-based pricing model is expanded from two conversational categories to four. Previously known business-initiated conversations are unbundled into three categories: Marketing, Utility, and Authentication.
At the same time, user-initiated conversations are now called Service conversations.
| Conversations categories until May 31, 2023 | New conversations categories from June 1st, 2023 |
|---|---|
| // Business-initiated | // Marketing // Utility // Authentication |
| // User-initiated | // Service |
11. What regulations apply when using WhatsApp Business Platform?
To ensure safe and high-quality content and conversations on WhatsApp, you must be aligned with WhatsApp’s terms of use and commerce policy.
These regulations include everything from setting up your account, communication preferences, devices, fees, and availability to acceptable use, feedback, restrictions, and more.
Customer engagement, AI, and conversational experiences on WhatsApp Business FAQs
1. Do customers need to opt-in to WhatsApp and how can you collect that?
Customers do need to opt-in to WhatsApp in order to receive messages and communicate with businesses.
This opt-in process typically involves customers giving their consent and providing their phone number to the business through a variety of channels such as websites, social media, or in-person interactions.
To collect customer opt-ins, businesses can utilize specific opt-in tools provided by WhatsApp, such as the Click to Chat feature or the WhatsApp Business API.
These tools allow businesses to generate links or QR codes that customers can use to initiate a conversation with the business on WhatsApp.
Additionally, businesses can also promote their WhatsApp presence through various marketing channels to encourage customers to opt-in and engage with them on the platform.
2. What entry points can you use for customers to start a WhatsApp conversation?
Entry points can be online organic, online paid, or offline. A good starting point would be to include your WhatsApp number on your company website, your social media profile description, and your emails. Moreover, you can include ads that click to WhatsApp, call-to-WhatsApp action buttons, or QR codes in ads, emails, and social media or websites.
Click to WhatsApp offers your customers to click straight from Instagram and Facebook into a conversation on WhatsApp. They are helpful for your social media promotion strategy because they can help with a broader reach to a diversified user base, easier interaction, and higher customer satisfaction.
The best part is that Infobip offers advanced analytics that combines statistics from ads and conversations. With it, you can easily track the end-to-end customer journey, measure your return on ad spend (ROAS), and optimize your campaigns.
3. How can you design and build a WhatsApp chatbot?
Designing and building a WhatsApp chatbot involves several steps.
First, you need to define the purpose and functionality of the chatbot, such as whether it will provide customer support or deliver specific information.
Then, you can design the conversation flow and the types of responses the chatbot will provide.
Once the design is complete, you can choose a chatbot development platform or framework that supports WhatsApp integration. This could involve using APIs or third-party tools that enable the chatbot to interact with WhatsApp’s messaging platform.
Finally, you will need to code and test the chatbot, ensuring it functions properly and meets the desired objectives.
It is also important to regularly update and optimize the chatbot based on user feedback and evolving needs.
4. How can Infobip help you build a WhatsApp chatbot?
Infobip can greatly assist in designing and building a WhatsApp chatbot by providing the necessary tools and resources.
As a leading global cloud communications platform, Infobip offers a range of solutions for businesses, including Answers, our chatbot building platform. Answers is a user-friendly platform that allows you to easily create and customize chatbots for WhatsApp.
We also provide comprehensive documentation and technical support to help navigate the chatbot development process. Additionally, we offer features such as AI-powered natural language processing and sentiment analysis, which can enhance the functionality and effectiveness of the chatbot.
With our CX Consultancy team’s expertise and support, you can efficiently design and build a WhatsApp chatbot that meets your specific needs and objectives.
Check out how:
- Nivea achieved 207% of their campaign target with a WhatsApp chatbot powered by Infobip
- Online grocery store Segari, saw 87% positive feedback and 90% quicker response rates
5. What type of chabots can you build on WhatsApp?
You can build simple rule-based or keyword chatbots, NLP chatbots or more advanced conversational AI chatbots over WhatsApp, depending on your specific needs and goals.
Some common types of chatbots include customer support chatbots, which can handle frequently asked questions and provide assistance to customers; sales chatbots, which can generate leads, qualify prospects, and even complete transactions; and informational chatbots, which can provide users with news updates, weather forecasts, or other relevant information.
Additionally, WhatsApp allows for the integration of AI chatbots, which can provide more advanced and personalized interactions with users.
Overall, the possibilities for chatbot development on WhatsApp are vast and can be tailored to suit the needs of businesses across various industries.
6. Can you use generative AI technologies such as ChatGPT with WhatsApp?
You can now leverage generative AI technologies and ChatGPT with WhatsApp to create intelligent conversational experiences.
Infobip built a chatbot that integrates ChatGPT with WhatsApp so our customers can learn more about Infobip’s products and services in a more conversational way.
Scan the QR code to start a WhatsApp conversation with our chatbot.
7. Can you build conversational experiences over WhatsApp?
You can now build end-to-end journeys on WhatsApp, covering use cases for marketing, support, and commerce.
Infobip’s conversational experience platform leverages a customer engagement solution, customer data platform, contact center solution, and chatbot building platform to ensure your consumers can cover entire journey over the chat app.
8. What use cases can you enable on WhatsApp?
You can use WhatsApp Business Platform to send messages for sales, marketing, and support, including product details and recommendations, order confirmation and tracking, delivery queries, important documents, loyalty programs, collect payments, customer support and more.
All messages must be in line with WhatsApp business and commerce policies.
Build WhatsApp journeys across industries:
Technical WhatsApp Business FAQs
1. How can you integrate WhatsApp Business Platform?
To use WhatsApp with Infobip’s solutions, you must go through the registration. This process can be divided into three steps:
- You have to complete the embedded signup process
- *Submit a business verification request
- WhatsApp reviews your account and display name
*Optional, but recommended
2. What are the hosting options for WhatsApp Business Platform?
There are two different hosting options – WhatsApp’s Cloud solution and Infobip’s Hosted solution.
The server location is the main difference between the two. The WhatsApp Cloud solution is hosted on a remote server which Meta manages, while Hosted solution is a local server hosted and maintained by WhatsApp Business solution providers, like Infobip.
| Cloud solution | Hosted solution | |
|---|---|---|
| Hosting | Hosted and maintained by Meta | Hosted and maintained by Infobip |
| Features | All existing features are already implemented All newly developed features will be implemented to the Cloud solution first | Majority of existing features are implemented Addition of new features in the future is not guaranteed |
| Throughputs | Default 80 mps Free upgrade per request up to 1000 mps | Default 15 mps for text messages Possibility of upgrading up to 250 mps |
| Maintenance | New features and security updates are available automatically on the Cloud, while version upgrades are done by Infobip. Doesn’t require individual deployment or software upgrades | Infobip performs all API software upgrades |
| Security and privacy | Protected by Signal protocol encryption | End-to-end encryption |
| Connectivity with Infobip | API Conversations API Infobip SaaS solutions: Moments, Answers, Conversations | API Conversations API Infobip SaaS solutions: Moments, Answers, Conversations |
3. What are WhatsApp Business Platform messaging limits?
Messaging limits are classified into tiers and apply to a rolling 24-hour period.
- Tier 0: A maximum of 50 business-initiated conversations (with 50 unique customers). This tier applies only to businesses that Meta has not verified
- Tier 1: A maximum of 1,000 business-initiated conversations (with 1,000 unique customers)
- Tier 2: A maximum of 10,000 business-initiated conversations (with 10,000 unique customers)
- Tier 3: A maximum of 100,000 business-initiated conversations (with 100,000 unique customers)
- Tier 4: Unlimited business-initiated conversations
4. What formatting options are on WhatsApp Business Platform?
There are two types of messages when using WhatsApp Business Platform.
5. What is the template message length?
Message templates include header, body, footer, and buttons.
Headers can have a maximum of 60 characters and consist of one placeholder.
The body can contain a maximum of 1024 characters, the footer 60 characters, and buttons a maximum of 25 characters.
WhatsApp Business Platform with Infobip FAQs
1. What are the key benefits of using WhatsApp Business Platform with Infobip?
Infobip became a WhatsApp Business Solution provider in 2018 and an official Meta Business Partner in 2022. Since then, 2000+ brands worldwide trust WhatsApp powered by Infobip. We can help you boost sales, maximize ROI, increase conversion rates, boost customer satisfaction, and more.
2. Can you try using WhatsApp on Infobip’s platform?
To use WhatsApp through Infobip, you need to sign up for an account. Once you have created an account, you are automatically enrolled in a free trial until you spend all your accessible units.
Typically, 100 messages per channel are available during the free trial period. You can decide to finish the free trial and upgrade your account.
3. What kind of WhatsApp support does Infobip offer?
You can contact our support team at [email protected] regarding any technical issues you may have when using Infobip services, as we offer 24/7 support in more than 10 languages or contact your Infobip account manager.
4. How does Infobip keep your messages compliant?
At Infobip, we pride ourselves for being able to reach people in over 190 countries across six continents. To do so, we ensure that messages sent our compliant to global and local regulations. So, whether it is GDPR or Schrems II in Europe or CCPA in North America, or any other rule, our local offices ensure we are compliant.
In addition, we handle personal data and secure it appropriately as part of our day-to-day business, and we want to be transparent with our customers.
So, in our privacy notice, we have explained who is responsible for your data, how we obtain it, what personal data we collect (and why), and how and with whom we share it.
In our service terms and conditions, we have outlined your responsibilities towards using our services.
We also have certificates of compliance with leading security standards such as ISO 27001.
5. Can Infobip read your messages to customers?
No, we cannot.
We operate as a processor when handling your messages. This means, if you send a text message with a promotion, we deliver the message as the processor, but you are the controller who tells us to send it and to what number, what to include in the message, and when to send it.
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