WhatsApp Business APIs are here. Register today to get early access.

Frequently Asked Questions about WhatsApp for Businesses.

How to use WhatsApp for your business?

WhatsApp API

WhatsApp is the most popular chat application currently. Now businesses can also chat with their customers on WhatsApp to provide them support and send notifications. There are two ways for business to do this.

WhatsApp Business Application - This is suitable for small business. In this business can download free WhatsApp Business App to interact with customers easily by using tools to automate, sort, and quickly respond to messages.,

WhatsApp Business APIs (or Chatbots) - This is suitable for medium scale businesses and enterprises to send messages to customers efficiently and at scale. After creating a profile, business can provide responsive customer care and send personalized notifications timely.

What is WhatsApp Business API?

WhatsApp API

The WhatsApp Businesses API enables businesses to chat with their customers in the same way they chat with their friends and family - with fast, simple, and secure messaging. Enterprises of all sizes can use their current customer engagement platforms to integrate with WhatsApp through the API and reply to their customers promptly with messages, notifications, shipping confirmations, appointment reminders or event tickets.

Get the most out of WhatsApp Business APP.

WhatsApp API

This is suitable for small business. Businesses can download free WhatsApp Business App to interact with customers easily by using tools to automate, sort, and quickly respond to messages.

Which businesses can use the WhatsApp Business API?

WhatsApp API

Businesses of all sizes looking to provide their customers with a direct channel of communication, prompt support, and an efficient customer experience are eligible to use the WhatsApp Business API. Presently, availability is limited and WhatsApp will review each submission on a case-by-case basis.

How do I start using WhatsApp Business API?

WhatsApp API

To start using the WhatsApp Business API, you need to submit a request. You can submit a request with Morph.ai by paying a small refundable processing fee of $30 (INR 2000). This will be refunded to you in the very rare case of your application not getting approved by WhatsApp in a month.,

After your application is approved and your business account is created, you can use solution providers to connect with WhatsApp users. Morph.ai offers a business chat platform that easily integrates the WhatsApp Business API and also helps you to build an automated chat flow.

How to access WA on multiple screens?

WhatsApp API

You can access Business WA using your mobile WhatsApp app and WhatsApp web on laptop.

My implementation is for the European market. Is it GDPR compliant?

WhatsApp API

Morph.ai is committed to GDPR compliance. We offer GDPR ready Data Protection Contract terms.

How to use WA for support?

WhatsApp API

Answering user initiated queries manually or through automation. Support agents can improve troubleshooting and shorten ticket lifespans.

How to get Green Tick verification?

WhatsApp API

Once your number activation process is done, Morph.ai files a separate application to WhatsApp to apply for the Verified badge (Green-Tick). In the activation form, we ask you to submit a screenshot of your Facebook Business page showing it is verified. This is a prerequisite to apply for Verified Badge. If your Facebook Business is not yet verified, please follow the Facebook Business verification steps and it shall be done within a few days.,

Please note, filing of this application does not guarantee a verified badge. WhatsApp internally chooses to grant a verified badge to a business or not based on undisclosed criteria. Neither the criteria, nor the estimated time is declared by WhatsApp.

What are the use cases for WhatsApp Business API?

WhatsApp API

You can use the WhatsApp Business API for a large number of non-promotional cases. These include but are not limited to: travel updates and ticket confirmation, in-message payment links and receipts, order placements, reservations, delivery updates, appointment reminders, and direct customer communication enabling your team to offer efficient and personalized support.Some of the top use-cases which can be built on WhatsApp Chatbots:,

Customer Support: Answering user initiated queries manually or through automation. Support agents can improve troubleshooting and shorten ticket lifespans.,,,

Notifications: Order, or delivery notifications, appointment reminders, payment processing, travel itinerary changes, system outages, location-targeted alerts.,

Lead Generation: Generate leads via user initiated queries. Ask relevant questions and collect details. Follow up with users easily.,

Custom process flow: Users can be taken through an automated flow to complete a process like sign up, account opening, appointment booking, application filling etc.

What content I can share with customers on WhatsApp?

WhatsApp API

Text, Image/Video/Pdf, Audio, Location and Contact are the message content types that are supported. All of these messages can be sent as Session Message but only message of type Text can be sent as Post-Session Message.

Can I send marketing messages using WhatsApp Business API?

WhatsApp API

The WhatsApp Business API currently does not support messaging for marketing purposes outside of a 24-hour window.

Do I need opt-in?

WhatsApp API

Yes, you need an active opt-in from the customer in order to be allowed to contact him/her using WhatsApp Business. You can, for example, add a checkbox on your website for the customer to opt-in. Alternatively, your customer may also initiate a conversation with your company on WhatsApp.

How long will it take to receive a verified WhatsApp Business Account?

WhatsApp API

It can take anytime between 2 days - 4 weeks. We have seen few brands getting permission within the first week and some after a month.

Can I send messages to international numbers?

WhatsApp API

Yes you can receive and respond to messages for international numbers as well.

In which countries is the WhatsApp Business API supported?

WhatsApp API

WhatsApp is supported all over the world, excluding Crimea, Cuba, Iran, North Korea, and Syria.

How to activate WA API on a phone number?

Number activation

To initiate the activation process you have to do the following:,

SignUp and provide all the required information about your company and use-case and pay a small refundable fee of $ 30 (INR 2000).If you have already filled this form then ignore this step.

Once your account is approved by WhatsApp you will need to fill up the phone number activation form on Morph.ai platform to start the activation process

We will also submit an application on your behalf to apply for verification badge or green-tick based on the details you submit in the form above.

Can I use a phone number that is already on WhatsApp?

Number activation

If that phone number has not been used on WhatsApp Business API, you can use that phone number. Follow the migration steps outlined here to reuse that phone number.

Can we use toll-free numbers as our business account number?

Number activation

Toll-free numbers are allowed as long as your country code is included. Read more about toll-free numbers here.

What if my phone number cannot be reached by either voice or SMS?

Number activation

Unfortunately, you will need to pick a different phone number that is capable of receiving SMS or voice in order for us to send the registration code.

Can I change the phone number at a later time?

Number activation

Yes, you can but the process is not automated and defined. We have to submit a manual query to WhatsApp team to do it and it can take any amount of time. We suggest you don’t rely on this.

What type of media is supported on WhatsApp?

Chat Features

Morph.ai platform, helps you send and receive media on WhatsApp. WhatsApp supports Images, Videos, Gifs , audio and Document files to be sent to the users.

What are Post session messages?

Chat Features

Any message which the brand sends after 24 hrs (from customer’s last message) is post session message. Also, if a brand wants to initiate a chat with a user, then any message brand sends before getting the first customer reply is also considered as post session message. These are also called as Template Messages or HSM Templates. WhatsApp charge extra for these types of messages.

What reporting is available for the WhatsApp Business API?

Chat Features

Morph.ai provides an Analyze screen that helps you keep track of the number of incoming, outgoing and post session messages. It also provides a trend chart for post session messages with respect to time. Morph.ai also provides customised analytics.

Is end-to-end encryption maintained through the WhatsApp Business API?

Chat Features

Yes, end-to-end encryption of the message happens between the WhatsApp Business API Client and the end user. In addition, if you are using HTTPS when making calls to the WhatsApp Business API Client, that data is SSL-encrypted (from your backend client to the WhatsApp Business API Client).

What would be the way to include formatting in text messages?

Chat Features

Yes! WhatsApp allows you to format selected text inside your messages with Bold, Italics, Strikethrough or Monospace.

Can I send messages outside the 24-hour window?

Chat Features

Yes, you can send messages outside of the 24-hour window. These messages must be meaningful notifications, like appointment reminders and order notifications, and need to be pre-approved by WhatsApp.

How to get WA approval with Morph.ai?

Business Approval

To initiate the submission for getting access you have to do the following:,

SignUp and provide all the required information about your company and use-case. All this information will be submitted to WhatsApp for early access. This information combined with our great track record of high approval rate will ensure you get WhatsApp access ASAP. If you have already filled this form then ignore this step.,

Pay a small refundable fee of $ 30 (INR 2000). If you don’t get the access, this fee will be refundable in 1 month.If you get permission, we will adjust this amount in your subscription. We will apply for access only after the payment is done.

How much time it will take to get the access after submitting the form?

Business Approval

It can take anytime between 2 days - 4 weeks. We have seen few brands getting permission within the first week and some after a month.

What are the chances of getting the access?

Business Approval

Chances are usually high. If your use-case is right and not spammy, then mostly you will get permission. Also, if you don’t have an active website for your business, then you might not get access.

What should I do if I don’t get access?

Business Approval

Then you can do either of the following:,

Re-apply: You, can try to re-apply after improving your application bit. Send an email to us and we will help you make relevant change.,

Use WhatsApp Business App: If your user base is small and you can respond to your users query manually then you can use WhatsApp Business App. ,

Use other channels: WhatsApp chatbots will soon come out of beta phase and should be publicly available for anyone to build chatbots. Till then you can use other channels (Facebook, Telegram, Twitter, Viber, iOS, Android, Livechat) to have a chatbot and start building your chat audience. In future you can shift that audience to WhatsApp.

What are the chances of getting the access?

Business Approval

Chances are usually high. If your use-case is right and not spammy, then mostly you will get permission. Also, if you don’t have an active website for your business, then you might not get access.

Why is WhatsApp expensive

Pricing

Yes, WhatsApp is the costliest channel but it also gives best returns. We have partnered with multiple vendors to give you the best price in the market. If you can find any lower pricing, then please contact us.

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