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WhatsApp currently has 3 software under its disposal. The WhatsApp messenger, WhatsApp Business app and WhatsApp Business API. You can find the major differences between the three below.
The Freshdesk Messaging - WhatsApp integration falls under the category of WhatsApp Business API, as Freshworks is an official WhatsApp Business Service Provider.
|Questions||WhatsApp||WhatsApp Business app||WhatsApp Business API|
|What is it and who is it best suited for?||An app made for personal 1-1 messaging. Mainly used for interaction with friends and family.|
An app made for micro and small businesses to message their customers.
This is best suited for businesses that are just starting up and have a low number of customer interactions and can be handled by 1 person.
An app made for medium sized and enterprise businesses to message their customers.
|Type of interaction||1-1 messaging||2 people to 1 messaging||Many to 1 messaging|
|Set up||Download the app from the app store.||Downloading the app from the app store.||Contacting a Facebook Business Service Provider (BSP) like Freshworks for set up.|
Contact Freshworks for access.
|Pricing||Free to use.||Free to use.||WhatsApp and the BSP have a pricing structure.|
Learn more about the pricing.
|Types of messaging||Normal text, emoji based messaging with attachments.||Normal text, emoji based messaging with attachments.||Two types of text and rich media messages called “Session” and “Template” messages (Notifications).|
|Is there any approval required?||No||No||Yes, 2 approvals.|
One to get access to the API.
Two, to get approval of templates to send Template messages.
|Verified tick (Green check mark)||Not available||Yes, but requires approval from WhatsApp.||Yes, but requires approval from WhatsApp.|
|Is Voice or video calling possible?||Yes||Yes||No, not as of today. Might be possible via BSPs.|
|Can we create groups?||Yes||Yes||No, deprecated in 2020|
|Are Broadcast lists possible?||Yes||Yes||No, not as of today|
|Adding Contacts||Gets it from the phone it’s been installed in.||Gets it from the phone it’s been installed in.||Will have to check with BSPs for methods to upload contacts.|
|WhatsApp pay||Yes||Yes||No, not as of today. Other payment gateways might be possible via BSPs.|
|Automation possible?||No||No||Yes, complex chatbots can be built using APIs|
|Integrations||No||No||Yes, possible if the BSP allows via APIs or native integrations.|