WhatsApp is a simple, secure, and reliable communication channel for medium to large businesses to engage with customers worldwide. Expectations for business-to-customer interactions have evolved and users now expect direct and real-time communication, from chat initiation to resolution.
With over 2 billion users, WhatsApp is the most widely used chat application. It enables businesses to send important notifications, automate conversations, and provide personal customer support.
Infobip is an official WhatsApp Business Solution Provider (BSP), allowing businesses to manage WhatsApp communications within the Infobip platform and across multiple modules.
WhatsApp through Infobip supports the following:
- End-to-end encryption for secure messaging.
- Programmatic API-based messaging using Infobip's API, allowing integration with CRM systems, customer support platforms, and automation tools.
- Web-based communication enabling businesses to use WhatsApp through the Infobip web interface without additional integration efforts.
Features
Rich media messaging
Send and receive media files, such as images, videos, files, and documents to enhance interactions.
Locations
Let customers share real-time locations for better delivery tracking and service assistance.
Contacts
Share and save contact details using WhatsApp's built-in functionality.
Documents
Quickly send documents such as invoices, contracts, and terms and conditions over chat
Available solutions
Demo
Try the interactive demo to see WhatsApp in action.
- Add the following number to your contacts: +44 7860 064511
- Send a message saying "Hi" over WhatsApp
or
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Scan the QR code below:
This demo showcases Answers, Infobip's chatbot-building platform, integrated with WhatsApp. Explore the various capabilities our tool enables you while using WhatsApp as your communication channel.
Want to build your own chatbot? 🤖
Follow our guide to create a simple self-service chatbot.
Already an Infobip user? 
If you have an Infobip account and access to the web interface (opens in a new tab), you can request a WhatsApp free trial to test messaging capabilities and see if this solution is good for you.
For more information on requesting trials for channels, refer to Free trial page.
WhatsApp Cloud Business
Infobip offers WhatsApp Cloud Business integrated with Meta's Cloud API.
The communication process is as follows:
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Your business initiates communication by sending a message to the Infobip platform.
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Infobip processes the message: verifies details, executes billing and routing, and forwards the message to the WhatsApp platform through Meta's Cloud API.
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WhatsApp delivers the message to the end user's device.
WhatsApp Cloud Business does not support certain message types. For more information, refer to Message types.
Effective July 1, 2024, Meta has discontinued registration of new senders as hosted senders. All new senders must be registered exclusively as Cloud senders.
Entry points
Entry points determine how users initiate conversations with your business. End users can contact you to find information about a product, purchase a product, get customer service, request a loan, receive account statements, notifications about transactions, find the nearest branch, or simply to opt-in for future updates from your business.
Entry points can be online organic, online paid, or offline.
Online organic entry points
- These are free and unpaid ways in which users find and start a WhatsApp conversation with a business. These typically happen through direct interaction with the business's online presence.
- WhatsApp directory: Place your verified business in the WhatsApp directory and enable users to find you within the app. Users can enter whole or part of the text to match the search results within the country. For example, if the phone number starts with +44 for the UK, only users with the same prefix can find you. Available only in Brazil, Colombia, Mexico, Indonesia, and the UK.
- Website links (wa.me links): Add WhatsApp links to your website. The link format is
https://wa.me/<number>, where the<number>is the full phone number in international format. - WhatsApp number on websites and social media: Display your WhatsApp number on your business's homepage and contact page, in posts, videos and profile descriptions on social media.
- Call deflection: Add a call deflection option to redirect calls to WhatsApp. You can enable this through the Interactive Voice Response (IVR) menu or automated call messages.
Online paid entry points
- These are advertisements or sponsored content businesses pay to direct customers to a WhatsApp conversation.
- Ads that click to WhatsApp: Facebook, Instagram, and Marketplace ads with a Call-to-Action (CTA) button that opens a WhatsApp chat. These conversations are free for 72 hours; you can send any templated message within that time frame. Conversations that start through ads are fully trackable with our advanced funnel analytics, so you can see user behavior and make data-driven decisions.
- Call-to-Action (CTA) buttons and visuals: You can place a clickable visual using the wa.me link on your homepage or contact page, and in digital ads on social media (other than Facebook or Instagram). When users click the button, they are redirected to the WhatsApp app and can start a conversation with you.
Offline entry points
- These are physical touchpoints where customers can start a WhatsApp conversation using real-world interactions.
- QR code: Add a QR code to your website homepage or contact page, as well as on your offline media, such as product packaging, leaflets, and billboards. Users can scan the QR code to start a WhatsApp chat with you without entering your WhatsApp number on their devices.
Infobip account
To start using WhatsApp, you will need an Infobip account. Refer to Create an account page for more details on how to sign up (opens in a new tab) for a free account.
Free trial
New Infobip users automatically receive a 60-day free trial and are assigned a shared sender. A shared sender refers to an Infobip-branded phone number you can use for WhatsApp communication.
Limitations:
- You can engage in 100 free WhatsApp conversations. A WhatsApp conversation includes all messages sent within a 24-hour session.
- You can only send messages to verified numbers.
- If you want to start sending live traffic, you will need to register a dedicated WhatsApp sender during your onboarding on our web interface.
Paying account
When ready, you can upgrade to a paying account. Select the Add funds option on top of the page and choose a billing option. Once you add funds to your account balance, it will no longer be in the free trial mode.
If your free trial has ended, a banner will appear at the top of your homepage. You can add funds by clicking the Upgrade now button, allowing you to continue sending messages to your customers.
Tech Provider Program
The Tech Provider Program allows platforms to integrate WhatsApp into their product offerings or become WhatsApp Business Solution Providers (BSPs), using Infobip's Meta connection. For more information, refer to our dedicated Tech Provider Program section.