WhatsApp Business API: Connecting you with the world

FAQ

Frequently asked questions

• Has Sinch resumed onboarding of new ISV/ASP accounts and end clients?

  Yes, we have resumed onboarding ISV/ASP accounts in compliance with WhatsApp policies.

• What’s the difference between WhatsApp and WhatsApp Business?

  Regular WhatsApp is designed for friends or family to stay in touch, chat, share images, videos and generally be social with each other either on a one to one basis or in a group chat situation.
  WhatsApp business has been designed for business owners to connect with customers in a similar, but more formal and controlled way. While the interface is the same for the end user (businesses can send videos, photos, links etc. too), businesses must first create a WhatsApp business profile, get verified by WhatsApp and obtain opt-in from customers before they can send any messages.
  
  Also, business messages for WhatsApp are template driven - any message template used needs specific WhatsApp approval before content can be sent. This strict WhatsApp business account verification process helps builds trust and security in the community, ensuring customers feel safe in the knowledge that they're chatting with a genuine business owner rather than being spammed or defrauded.

• What types of businesses can use the WhatsApp platform?

  WhatsApp business benefits can be enjoyed by companies no matter where they are in the world. A few industries already making the most of it are:
  
  Ride-hailing – connecting with drivers
  
  Retail – keep track of orders, after-sales engagement
  
  Food delivery
  
  Airlines – send timely flight information and documents
  
  Finance – instant updates on transactions in real-time

• What are the benefits of WhatsApp Business API?

  Mobile messaging offers many advantages to the businesses that choose to use it. Clearly the most obvious ones being reach and engagement. With 2 billion people around the world already using WhatsApp messenger it’s a bit of a no brainer. And when it comes to engagement, the delivery, open and conversion rates are off the charts.
  
  But what else is on offer? Check out this list of benefits that WhatsApp business boasts:
  
  Trusted – Your customers are already using WhatsApp, so you’re not asking them to download a new app, or learn to use a new platform – it’s something they already have in their life and are most likely using on a daily basis to talk to the people that matter to them most, their friends or family.
  
  Secure – With steps in place to make sure message templates are approved before sending, that messages are encrypted from end to end and that there’s no duplication of phone numbers or accounts to cause confusion – it’s a safe place to be.
  
  Relevant – No one wants information about football when they’re only interested in motorsport, which is why opt-in is a strict requirement for any messages sent on the WhatsApp platform. Getting opt-in means that all messages sent are relevant, it also results in a reduction in spam reports and annoyed customers.
  
  Immediate – When that phone beeps, buzzes or pings you just have to look at it – there’s no escaping the fact that it demands instant attention. And it’s that reaction that can be leveraged - customers respond to their mobile phone, it’s an extension to who they are and it’s always close at hand.
  
  Rich – Let’s face it, when it comes to a simple notification, you’re hard pushed to beat the good old text message, but what happens when that doesn’t cut it? When you want to include a photo or a video in the message, something that really speaks to your customer and starts a conversation - it has to be a rich message, and that’s exactly what’s on offer.
  
  Conversational – WhatsApp is built for conversation, so when you’re looking to ‘speak’ to your customers it clearly has the upper hand. Built-in indicators (the tick system) mean that you can easily track the status of messages and even see when a reply is being typed, perfect for starting a two-way, interactive conversation and keeping it going!

• Are transactional messages the only message category allowed as notifications?

  Yes, with the exception of Indonesia and Mexico, where non-transactional notifications are now supported. To be eligible, businesses must have Indonesia or Mexico as the country setting in Business Manager. There is no change to the message template creation process in Business Manager or via API. Businesses should choose one of the eleven categories for templates when submitting a non-transactional template. Non-transactional templates can leverage the “alert update” category. Expect this to roll out into more regions in 2021.