What is the WhatsApp Business API? The important facts

FAQ for small and large companies: We answer the most frequently asked questions about the rather unknown WhatsApp Business API.

What is the WhatsApp Business API?

With WhatsApp Business API, Facebook has a special WhatsApp variant for small and medium-sized enterprises (SMEs) as well as for large companies and corporations up its sleeve. The application is not available as a download from the Apple App or Google Play Store.

With WhatsApp Business API, companies access the WhatsApp interface in order to integrate it into their business processes. For example, it can be linked to a CRM (Customer Relationship Management) system.

What functions does the WhatsApp Business API offer for companies?

As a user of WhatsApp Business and WhatsApp Business API you benefit from these special features:

• Company profile
  Enrich your WhatsApp profile with information such as a company description, business address (important for retail stores), business email address and a link to your official website.
• Answer quickly
  Create text modules that you will need frequently. For example, “We look forward to seeing you soon” or “This product is currently out of stock”. You insert these text modules into your chats using freely definable abbreviations.
• Automatic replies
  Would you like to greet new customers with a Standard text? Or send an out-of-office message for inquiries? No problem: WhatsApp Business offers automated messages.
• Labels
  To sort your chats, you can assign “labels” such as “new customer”, “new order” or “paid”.
• Pins
  Chats that are particularly important can be “pinned”. That means they appear at the top of your messages overview.
• notes
  Add personal notes to the chats. Only you and your colleagues can see these, not your customers.
• Short links
  With the short links and a QR code for taking photos, you can invite customers directly into a chat.
• Ad extensions
  With the so-called Click-to-WhatsApp Ads, you can add a hint for direct entertainment to your Facebook and Instagram ads. This then leads to a WhatsApp chat.
• statistics
  How many messages have you sent, how many have you received? How many of your messages have been received and read? You can find out about this via the statistics function.

Is WhatsApp Business API GDPR compliant?

The WhatsApp Business API is the best and most secure solution from a data protection point of view. The application has a simple opt-in and opt-out, it does not access the user’s private phone book, Facebook and other third parties cannot read out contact data. There is also a transparent data protection declaration and an order data agreement.

With these GDPR-compliant functions, companies can use the WhatsApp Business API in Germany without any data protection concerns.

The consumer variant of WhatsApp as well the WhatsApp Business App does not meet the high data protection requirements of the European legislators . They are therefore not GDPR compliant!

Is the WhatsApp Business API also free?

No. Due to its diverse and unique functions, the WhatsApp Business API is chargeable. We illuminate the price models in our article “ What does the WhatsApp Business API cost? “.

Which companies use the WhatsApp Business API for customer communication?

More and more companies are relying on the popular and growing messaging service. These include OTTO, Uber, BMW and Accenture, among others.

What are the advantages of using WhatsApp Business API in customer service?

• Communication via the most popular messenger worldwide
• Fast and direct communication with customers
• Shorter processing times thanks to a simple chat system
• Can be used from anywhere, even when you are on the go
• Automation functions facilitate the exchange
• Customer satisfaction increases through better communication

Do you need more than just one channel?

With ChatWerk you can communicate with your customers via a single interface via WhatsApp Business API, Facebook Messenger, Telegram and other messaging channels. Very easy, super fast and in compliance with data protection regulations!