By the mFirst team ·
The free WhatsApp Business app suits a small shop answering messages on one phone. The WhatsApp Business Platform (the API) is for companies that need several agents, automation, CRM integration or large-scale notifications.
How it works
- Customers must opt in before you message them
- You start conversations with pre-approved message templates
- Free-form replies are allowed within the customer service window after a customer writes to you
- Meta charges by message category, so check current rates before budgeting
Common uses
- Order and delivery updates
- Appointment reminders and payment links
- Lead follow-up
- Support chat with handover to agents
Getting started
Expect business verification with Meta, a phone number that is not already registered on WhatsApp, template approval, and integration with your CRM or helpdesk.
Related reading and services
- Cloud Telephony vs Traditional PBX
- IVR Design: 7 Rules for Menus Customers Do Not Hate
- WhatsApp Business API
- CRM Integration
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