When you want to add to the Creatio platform WhatsApp as a communication channel, you need to have a WhatsApp Business API accountTo integrate WhatsApp as a communication channel into the Creatio platform, it is necessary to have a WhatsApp Business API account (WABA).
This communication channel offers distinct characteristics compared to other messaging platforms:
One of the unique advantages of WABA is the ability to engage in chat conversations with clients who have never contacted you through WhatsApp before.
Initiating a new chat is possible exclusively using predefined WhatsApp templates, which will be further elaborated upon.
When a client initiates a new chat, WABA provides the client's phone number to Creatio. This facilitates the process of locating the existing contact in the Creatio database or creating a new one.
In WhatsApp, chatbots do not employ buttons as a means of interaction; instead, they present enumerated lists of available options.
WABA operates as a paid channel, requiring your company to establish a direct contract with an authorized Meta Business Partner, also referred to as a WhatsApp Business Solution Provider.
Understanding the Differences Between Regular WhatsApp, WhatsApp Business, and WhatsApp Business API Accounts
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WhatsApp Business is a standalone app designed for small business owners to communicate with their customers, while regular WhatsApp accounts are primarily used by individuals for personal communication. WhatsApp Business app provides features like quick replies, greeting messages, and away messages to help small businesses manage customer communication efficiently. It offers a dedicated platform for businesses to interact professionally with their customers.
On the other hand, WhatsApp Business API is a paid service tailored for larger companies to communicate at scale with customers through WhatsApp. The API allows businesses to integrate their systems with WhatsApp, enabling them to send and receive messages programmatically, automate workflows, and access additional features like sending notifications, tracking deliveries, and managing customer support. Regular WhatsApp accounts, in contrast, provide basic messaging features for personal use without the business-specific functionalities and integration options available in WhatsApp Business and WhatsApp Business API.
Feature | Private WhatsApp Account | WhatsApp Business | WhatsApp Business API |
|---|---|---|---|
General Overview | Personal use for individuals | Small business owners | Larger businesses for scale |
Payment | Free | Free | Paid service |
Profile | Personal profile photo | Business profile photo | Business profile photo |
Name display | Personal name | Business name | Business name |
Messaging | One-on-one messaging | One-on-one messaging | Automated messaging |
App Features | Basic features | Business-specific features | Business-specific features |
Labeling | No specific labeling | Labels for organization | Labels for organization |
Messaging Tools | Limited | Quick replies, away messages | Extensive messaging tools |
WhatsApp Web | Available | Available | Available |
WhatsApp API Access | Not available | Not available | Available |
Integration | Basic integration options | Limited integration options | Extensive integration options |
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This means that if you want to connect Creatio with WhatsApp for business purposes, you need to create a dedicated WhatsApp Business API account. A regular WhatsApp account, created for personal use, or a simple WhatsApp Business account, will not be suitable for communicating with customers or promoting your business through this platform.
How to Create a WhatsApp Business API Account
However, itIt's important to note that there are some restrictions when using a WhatsApp Business API account, such as not being allowed to send promotional messages to customers who have not opted in to receive them. Also, businesses are not permitted to send mass or automated messages that do not contain relevant information or support requests from customers.
How to Create a WhatsApp Business API Account
The procedure will consist of several steps:
Choose WhatsApp Business Solution Provider (BSP). You can find a list of them here: Partner Directory: Optimize your Meta Marketing using Partners (facebook.com)
Sign a contract with the chosen BSP.
Create the WhatsApp Business API account.
Register WhatsApp message templates (also known as WhatsApp HSM).
Connect your WhatsApp Business API account with Creatio through Beesender.
| Note |
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Using the same phone number for both WhatsApp Business API and the |
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regular or business WhatsApp is not possible. This is because WhatsApp requires each phone number to be associated with only one account at a time to ensure the privacy and security of user information. |
Therefore, to use WhatsApp Business API, a separate phone number that can receive SMS or voice calls for verification purposes is necessary to use WhatsApp Business API. It can be a landline or mobile number, but it must not be associated with any other WhatsApp account. Using a separate phone number for your WhatsApp Business API account ensures that your business communications remain distinct from your (or your employees') personal conversations and that your account complies with WhatsApp's guidelines.
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WhatsApp Business Solution Provider (BSP)
As was said above to connect WhatsApp with Creatio you need to choose the service provider first (Partner Directory: Optimize your Meta Marketing using Partners (facebook.com)).
Beesender provides a free ready-made integration with the Twilio Facebook Partner. Integration with any other BSP can be done on a paid basis.
After selecting your provider, it's time to add WhatsApp as a communication channel to your Creatio system. Follow the instructions below to seamlessly integrate this powerful platform into your business.
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