WhatsApp Business Messaging

Find out more about features and specifics of WhatsApp Business Solution, and how to enable it for your company.

About WhatsApp Business Solution 

WhatsApp is a simple, secure, and reliable way for businesses to reach their customers all over the world, helping more than 1 billion people to connect and share with the people they care about. 

In order to ensure a high-quality experience for businesses and users, WhatsApp is in a limited public preview. Infobip can provide a service to the client, after receiving needed information and confirming client will use the solution in compliance with WhatsApp’s technical and product documentation. 

WhatsApp Business Solution supports a subset of the features provided by the WhatsApp applications clients already know from Android, iOS, Web and other platforms, including end-to-end encryption. The difference is that this application is deployed on a server, and the client can use our API to programmatically send and receive messages and integrate this workflow with their own systems (CRMs, customer care, etc.). 

Once a phone number is being connected with the server, it receives Business Account tag in WhatsApp world. Once WhatsApp verifies that an authentic brand owns the account, the tag will become Official Business Account and a green checkmark badge will appear in its profile and next to the header in the chat thread. In that case, the name of the business will be visible even if the user hasn't added the business to their address book. 

NOTE

Not all businesses will get an Official Business Account tag. Being verified on Facebook or Instagram will not necessarily mean that business can be an Official Business Account

Types of messages 

There are 2 types of messages in WhatsApp world, message templates, and free-form messages. 

Message Templates are message formats for common reusable messages a business may want to send. This allows a business to send just the template identifier along with the appropriate parameters instead of the full message content. They are designed to reduce the likelihood of spam to users on WhatsApp.

Free-form messages include free-form text, images, documents, audio and contact types of messages.

Cut-off control prevents messages from being delivered to users out of certain conditions. Here's a summary of the requirements: 

  • Regular text messages or media messages (i.e. any Non-Template Messages) can only be delivered during the 24 hours after last time customer sent a message to the business. 
  • Template Messages do not have this restriction and should be the preferred way of reaching a customer. 

NOTE

New templates need to be approved by WhatsApp. Client’s account manager will submit the templates for approval and let the client know once they are approved.

Technical Specifics 

Every conversation is a customer-related, meaningful conversation from which customer can benefit and in the same time, Enterprise gets to keep a high image of themselves by using WhatsApp for the messages that matter to the customer and that will keep them engaged. 

Communication is based on the WhatsApp module - set of virtual machines installed within Infobip premises with required hardware specifications and WhatsApp software that communicates with the WhatsApp platform installed on them.

WhatsApp module is installed per each sender in a highly redundant and multi-connect environment and supports throughput of 20 messages per second by default. 

NOTE

Support for large enterprises and large amount of traffic can be established on Infobip platform per Client’s request. Dedicated Infobip engineer will work closely with every Enterprise in order to identify such requirements.

At WhatsApp, a phone number is an identity. Before sending/receiving a WhatsApp message, one has to register a phone number with WhatsApp and later on prove they are the owner of the number. In order to enable that, WhatsApp will send a one-time pin to the provided phone number.

IMPORTANT!

When selecting a number for your enterprise, there are several rules that should be followed: 

•    A number should be in the international format, accessible from outside of the country. 
•    Shortcodes are not allowed, toll-free numbers are allowed if they are in the international format. 
•    The number should be able to receive a one-time pin through SMS or voice call; a machine answering system shouldn’t be enabled during the 2FA call. 
•    The number needs to be unique on the WhatsApp platform, not already registered. A phone number that is already registered in the Android, iPhone, or Business Application versions of WhatsApp can be used, if the old account associated with that phone number is properly deleted (Infobip would provide instructions on how to do so). A phone number already being used with the WhatsApp Business API cannot be migrated.

Opening of the WhatsApp business account, deployment of the machines, verification of the sender, application upgrades and security measures are completed by Infobip team on behalf of Client. To enable fast time to market and to start communicating over the world’s most popular messaging application, the only step on client’s side is the integration of the existing Enterprise system with Infobip cPaaS over Infobip’s API. (Link to integration steps

In case you still do not have Infobip account, or you just didn’t request WhatsApp access yet, feel free to contact your account manager or request it here.