What is WhatsApp Business solutions?
Customers want to connect with businesses in the same way they chat with their friends and family - with fast, simple, and convenient messaging. The WhatsApp Business solution enables this by allowing companies to support, alert and notify their customers via WhatsApp. Essentially the WhatsApp Business solution enables businesses and customers to connect quickly, easily and reliably on a global platform they know and trust.
Which businesses can use WhatsApp Business solutions?
WhatsApp Business can be used by enterprises of all sizes that want to manage conversations with their customers and provide useful information quickly and easily. Please note, that this program is opening with limited availability.
What are the use cases for WhatsApp Business solutions?
You can use WhatsApp Business solutions to offer support, notify or alert your customers. Use cases include:
- Alerts for travel itinerary changes, system outages, location-targeted alerts
- Notifications about orders or deliveries, appointment reminders, payment processing and more.
- Customer support to initiate in-depth conversations so your support agents can improve troubleshooting and shorten ticket lifespans.
WhatsApp does not allow marketing of any sorts.
Why do I need a service provider like MessageBird for WhatsApp Business solutions?
MessageBird offers an API that easily integrates WhatsApp Business Solutions into your communications mix. MessageBird is working together with WhatsApp to bring the platform to you in a supported way. We will guide you through the entire WhatsApp onboarding process, and as we develop our own product suite, we will be able to provide access to all major global communication platforms as they come available.
Request early access on the MessageBird website.
How do I start using WhatsApp Business with MessageBird?
Simply fill in the form on our website to apply for early access. Once signed up, you will receive more information about the next steps and be contacted by one of our customer service agents to guide you through the process.
More details can be found here.
How long will it take to receive a verified WhatsApp for Business account?
This program is opening with limited availability, and WhatsApp approval is required for all customers entering the program. Together, WhatsApp and MessageBird are onboarding businesses thoughtfully to provide the most benefit for businesses and end consumers.
If you have signed up for early access, MessageBird will alert you when you are ready to go.
Do customers need to opt-in to receive WhatsApp messages from my business?
Customers will need to have shared their mobile phone number with your business in order for you to message them via WhatsApp. If you would like to initiate a conversation with a customer, you'll need to use a pre-approved message template to do so.
What content can I share with customers on WhatsApp?
Take advantage of WhatsApp’s rich media capacity. You can share images and audio and receive images, audio, video and geolocation to gain context and provide support to customers.
What does it mean to be a Verified WhatsApp Service Provider?
Business verification is based on a variety of factors, such as whether the brand is notable. Business verification and confirmation don’t indicate an endorsement by WhatsApp.
In which countries is WhatsApp supported?
Generally speaking, WhatsApp is supported all over the world, excluding Crimea, Cuba, Iran, North Korea, and Syria.
Can I reapply if my business does not receive approval?
If you have not been approved either by WhatsApp or by us, it is likely your case is currently not supported. Please contact our support team if you are looking to re-apply.
How long will the entire onboarding process take?
Once approved by WhatsApp, the onboarding process will take a couple of days. This is due to the verification process for numbers and message templates required by WhatsApp. During the Early Access phase, new requests will be processed on a first come first serve basis and onboarding might take longer.
How much does WhatsApp business cost? What do I pay for?
Businesses can only start a conversation with a customer via a Highly Structured Message (HSM). The cost of each HSM will be dependent upon the country code of the message recipient and are similar to SMS pricing. When replying to a customer within the 24h window businesses will pay a small fee per outgoing message.
Do I get charged for both sent and received messages?
We will only charge for messages that are delivered within 30 days of being sent. Receiving messages is free.
Is two-way messaging possible with WhatsApp?
Yes, it is, however, this is only supported once your customer has replied. During this stage, a 24-hour "support window" will open where you are able to message with your customer. Each new reply your customer sends will extend the 24-hour window.
Are there any restrictions when messaging using WhatsApp?
Marketing is not supported by WhatsApp. Also, businesses cannot send videos or geolocation, but they are able to receive videos from customers.
Do customers need to opt in?
Your customers should have provided their number to you. If you want to initiate a conversation, a pre-approved template must be used. For more info, read this article.
What is an HSM (Highly Structured Message)?
An HSM is a pre-approved message that you can send to your customers. These are usually a type of alert or notification. The cost of an HSM is dependent upon the recipient’s locale.
Why is there a 24-hour window after my customer responded?
To prevent companies from sending unapproved messages to their customers, such as marketing messages, a 24-hour "support window" is provided in order for you to offer support to your customers. Any message sent outside of this window will need to be pre-approved.
Can I send messages outside the 24-hour window?
Yes, you can send messages outside of the 24-hour window. These messages must be HSMs (Highly Structured Messages) and need to be pre-approved by WhatsApp. Learn more about HSMs here.
Do I have to pay for incoming messages?
You will not be charged for incoming messages on WhatsApp.
Is there a limit to the number of WhatsApp messages I can send?
There is no maximum amount of messages you can send, whether those are HSMs or replies within the 24-hour window.
Are there any costs on top of HSM rates?
Next to the HSM messages, you will be charged for each reply you send to your customers. In addition, in order to use the WhatsApp Business solution, Programmable Conversations is required. This will be free for a limited period. You'll be notified once we introduce tiered subscriptions.
Why is my channel installation stuck in pending?
First, please refresh your page as this is the most likely reason that your channel status has not updated. If this does not work and your channel is still pending after 10 minutes, please reach out to our support at firstname.lastname@example.org.
How can I get verified in order to show my business name?
By default, all accounts are regular business accounts. Once you have created your Verified Name and successfully registered your WhatsApp business account, we can request to have your business verified. WhatsApp will review the request and determine which level to assign it. More info on Verifications can be found here.
Can I send marketing messages on WhatsApp?
Marketing messages are currently not allowed over WhatsApp.
Where can I find which name was associated with my number?
You can find the business name associated with your number in your VName certificate in the Phone Numbers section of your WhatsApp product.