To 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
When using WhatsApp for business purposes, it's essential to understand the distinctions between a regular WhatsApp account, a WhatsApp Business account, and a WhatsApp Business API account. Failing to do so can result in restrictions and limitations that could hinder your communication with customers.
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.
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.
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 |
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.
It'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.
Using the same phone number for both WhatsApp Business API and the 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, 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.
Using WhatsApp HSM: A Guide to Registration and Implementation
WhatsApp is an essential communication tool for businesses worldwide. WhatsApp Business allows businesses to communicate with their customers more efficiently and effectively. One feature that has become increasingly popular is the use of WhatsApp HSM (Highly Structured Messages).
WhatsApp HSM is a paid messaging solution that enables businesses to send highly structured and personalized messages to their customers. These messages can include important transactional notifications, such as booking confirmations, order updates, and account alerts.
To use WhatsApp HSM, businesses must first register with a WhatsApp Business Solution Provider (BSP) to access the WhatsApp Business API. Once registered, the business can apply for HSM templates, which must comply with WhatsApp's guidelines and approval process. These templates define the message format and structure that businesses can use to send transactional messages to their customers.
WhatsApp HSM templates can be used in a variety of scenarios, such as customer onboarding, appointment reminders, and account updates. They allow businesses to create a more personalized and engaging customer experience while also streamlining communication and improving customer satisfaction.
It's important to note that businesses can only use HSM to send transactional messages and not for promotional purposes. HSM messages must also be sent within 24 hours of the customer's last interaction with the business on WhatsApp. After this window, businesses can only send messages that the customer has explicitly opted in to receive.
To register for WhatsApp HSM, businesses need to follow a few simple steps:
Choose a WhatsApp Business Solution Provider (BSP): Businesses must first choose a BSP from WhatsApp's approved list of providers. These providers help businesses connect to the WhatsApp Business API and access HSM templates.
Apply for access to the WhatsApp Business API: Once the BSP has been selected, businesses can apply for access to the WhatsApp Business API by providing their business information and details about how they intend to use WhatsApp for business purposes.
Create HSM templates: Businesses can create HSM templates that comply with WhatsApp's guidelines and approval process. These templates define the message format and structure that businesses can use to send transactional messages to their customers.
Submit templates for approval: After creating templates, businesses can submit them to WhatsApp for approval. WhatsApp's review team checks the templates to ensure compliance with guidelines and approves them if they meet the requirements.
Once HSM templates are approved, businesses can use them to send transactional messages to their customers. Using HSM can help businesses provide a more personalized and efficient customer experience while also complying with WhatsApp's guidelines and regulations.
In conclusion, WhatsApp HSM is a powerful tool that businesses can use to provide a more personalized and efficient customer experience. However, to use HSM, businesses must first register with a WhatsApp Business Solution Provider (BSP) and comply with WhatsApp's guidelines and approval process. With the right approach, businesses can leverage HSM to improve customer satisfaction and streamline communication with their customers.
WhatsApp Business Solution Provider (BSP)
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.