WhatsApp Business API: Everything You Need to Know (2025)

- Multiple agents handling conversations simultaneously

- Integration with helpdesk, CRM, and business tools

- Automated messages and chatbots

- Broadcast messages to opted-in customers

- Green tick verification for brand trust

WhatsApp Business App (Free)

- Single device only

- Limited automation (quick replies, away messages)

- No CRM integration

- Manual broadcast (limited to 256 contacts)

- Suitable for micro-businesses

WhatsApp Business API

- Unlimited agents and devices

- Full automation with chatbots

- CRM and helpdesk integration

- Broadcast to unlimited opted-in users

- Message templates for outbound

- Analytics and reporting

- Green tick verification available

- Suitable for growing businesses

Conversation Categories:

1. Marketing Conversations (highest cost)

- Promotional broadcasts, offers, product launches

- India: ~₹0.80 per conversation

Free Tier: First 1,000 service conversations per month are free.

BSP Costs: Most BSPs (like Convo AI) charge a platform fee plus the WhatsApp conversation charges. Some offer free tiers to get started.

Step 1: Choose a BSP

Select a Business Solution Provider that fits your needs. Consider:

- Ease of setup and use

- Features (automation, integrations)

- Pricing model

- Support quality

Step 2: Facebook Business Verification

You need a verified Facebook Business Manager account. This involves:

- Submitting business documents

- Verifying your business phone number

- Typically takes 2-5 business days

Step 3: WhatsApp Number Setup

- You can use a new number or migrate existing one

- Number must be able to receive SMS/voice for verification

- Once migrated to API, can't use WhatsApp App on that number

Step 4: Display Name Approval

Meta reviews your display name (what customers see). Must match your business name and can't be generic.

Step 5: Template Approval

Before sending outbound messages, create and get templates approved by Meta. Templates are pre-approved message formats for proactive outreach.

Step 6: Integration

Connect WhatsApp to your helpdesk, CRM, and e-commerce platform for full functionality.

Template Categories:

- Marketing: Promotions, offers, newsletters

- Utility: Order updates, shipping, appointments

- Authentication: OTPs, verification codes

Template Best Practices:

1. Keep messages concise and valuable

2. Include clear opt-out option for marketing

3. Use variables for personalization {{1}}, {{2}}

4. Add call-to-action buttons

5. Avoid promotional language in utility templates

Approval Timeline:

Most templates are approved within minutes. Complex or marketing templates may take 24-48 hours.

Common Rejection Reasons:

- Too promotional for utility category

- Missing opt-out for marketing

- Vague or unclear content

- Violating WhatsApp commerce policy

Welcome Messages

Automatic greeting when customer messages first. Set expectations for response time.

Quick Replies

Pre-set responses for common queries. Agents click to send, saving time.

AI Chatbots

Train AI on your FAQs, product catalog, and policies. Handles 60-80% of queries without human intervention.

Order Tracking

Customers send order ID, bot fetches status from your system and responds instantly.

Appointment Booking

Bot collects details, checks availability, and confirms appointments.

Cart Recovery

Automated reminders for abandoned carts with product images and checkout links.

Best Practice: Always provide easy escalation to human agents. Don't trap customers in bot loops.

Requirements:

- Active WhatsApp Business API account

- Notable, verified business (media coverage, established presence)

- Complete Facebook Business verification

- Consistent branding across platforms

How to Apply:

1. Ensure your account is in good standing

2. Apply through your BSP or Meta Business Manager

3. Provide supporting documentation

4. Wait for Meta review (can take weeks)

Tips for Approval:

- Have an established online presence

- Consistent branding across website and social media

- Press mentions or industry recognition help

- Clean messaging history on WhatsApp