Overview


How is WhatsApp Business integration useful for Businesses?

Small businesses can interact with customers easily by using tools to automate, sort, and quickly respond to messages on the WhatsApp Business app. Medium and large businesses can communicate with customers at scale with the WhatsApp Business API.  


What kind of businesses can apply for WhatsApp Business integration?

Businesses of all sizes looking to provide their customers with a direct channel of communication and support are eligible to apply. However, certain business can't apply, for more information refer this link.


WhatsApp for business is still in an early access phase, and open to limited number of businesses today. The approval for this access is determined by WhatsApp, after looking into specific use cases, messaging volumes per day (only businesses with significant volumes or clear growth plans in under 90 days will be onboarded), overall reach, internal KPIs to determine success of WhatsApp as a channel. WhatsApp will review each submission on a case-by-case basis. If you have an existing relationship with Facebook do mention the same at the time of application. 


How to use the WhatsApp Business API?

It can be used in two ways,


1. Customer Support

Customer support messages are responses to customer-initiated conversations on WhatsApp. Businesses have 24 hours to reply to these messages free of cost. They enable you to:

  • Resolve issues one-on-one with private conversations
  • Connect with your customers instantly
  • Communicate with your customers on the channel they prefer 


2. Notifications

Notifications are business initiated, templated messages that can be sent any time. These are called proactive messages. They enable you to:

  • Deliver important, timely messages during your customer’s path to purchase

  • Continue the conversation with customers who respond to your notifications

  • Choose from 10 message templates

What are the different templates supported by WhatsApp for Notification messages?

You can use the following use cases for reference:

  1. Issue Resolution
  2. Reservation Update
  3. Ticket Update
  4. Alert Update
  5. Appointment Update
  6. Personal Finance Update
  7. Shipping Update
  8. Account Update
  9. Payment Update
  10. Transportation Update

If you want more clarity on the guidelines, please refer to this link: https://developers.facebook.com/docs/whatsapp/message-templates/guidelines 


Can I send notifications to any/all customers?

No. All notifications require customer opt-in. 

  • Customers must explicitly opt-in to receive notifications
  • Obtaining user consent must be completed outside of WhatsApp
  • Ads that click to WhatsApp cannot be used to obtain opt-in


What should the opt-in confirmation request for notifications include?

1. User Action

It must be triggered by a user action. For example, entering a phone number or selecting an 'I agree' checkbox.


2. Explicit Language

The permission request should include explicit language. For example, "I agree to receive <noun> from <logo and name> on my WhatsApp number <number>.


3. Visual Indication 

A visual element should be shown next to the WhatsApp name and logo. For example, a checkbox the user can select.


Where can a business get customer opt-in for WhatsApp notifications?  

  • During the online transaction process
  • While setting up user profile and preferences
  • Via email, SMS, or within mobile app
  • Via phone interactive voice response (IVR)


How does the block and report function affect a Business?
For end user protection, WhatsApp has a reporting and blocking mechanism. You must respect all requests by a person to block, discontinue, or otherwise opt out of communications from you via WhatsApp.


How does the pricing work on WhatsApp Business API?

The WhatsApp integration is available only on GardenEstate, and Forest plans of Freshchat. There will we be separate pricing for WhatsApp Business Integration as follows:



USDEURINRGBPAUD
Add on - flat monthly fee (irrespective of number of agents)69 6927995999
Free AUC* per month1000
Cost per 1000 AUC post free AUC99599712

*AUC - active user conversation. 

Note: Proactive messages have a separate pricing and these are levied by WhatsApp/Facebook Inc and Freshworks doesn't add any additional charges. For more details, refer this link: https://developers.facebook.com/docs/whatsapp/pricing/#pricing-rules

AUC cost: We will provide 1000 active user conversations/month free as fair usage to the customers. Beyond that we will have a fee of $9 per 1,000 incremental active user conversations(other currencies in the table above). This is subject to change since we are still in an early access phase.

For example: If a customer A has 1000 active user conversations within a month, it is within the fair usage. If they have 2500 active user conversations within a month, they end up being billed for $18 more for additional conversations.

Fee for additional WhatsApp Business number: The add on fee is per WhatsApp number. For example, if you have two WhatsApp for Business numbers the add on fee will be,

69(as given in the above table)x2.


Price is subject to change based on changes from WhatsApp/Facebook Inc.


What are the advantages of integrating WhatsApp Business account with Freshchat?

WhatsApp is the most preferred messenger in the world and your customers will be more comfortable contacting you through it.


On the agent’s end, however, managing multiple conversations can be tricky using the WhatsApp for Business app alone and Freshchat can help make it easier.


By integrating WhatsApp with Freshchat, you get the following benefits:

  1. Multiple agents can handle your WhatsApp for Business accounts.

  2. You can link two or more WhatsApp for Business accounts to a single Freshchat account.

  3. Efficiency-improving features such as IntelliAssign, Priority Inbox, Assignment Rules, and Canned Responses will help you resolve conversations faster.

  4. You can keep track of your WhatsApp messages using Dashboard - which will give you real-time insights on metrics such as response time and number of chats handled

  5. Leverage Freshchat’s ability to map the right agents using customer’s location, language and keywords used in the message thereby delivering wow moments.


Frequently Asked Questions


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

The WhatsApp Business API is currently available to a limited public view, and WhatsApp’s approval is required for all customers entering the program. You can submit a request through Freshchat, and we will keep you posted. 


It typically takes 2-3 weeks for approval, verification, and setting up the account. But this is subject to change as it is dependent on Facebook and it may take longer for certain cases.


How can I start using WhatsApp Business?

Freshchat offers a business chat and conversational solution that easily integrates with the WhatsApp Business API.


To start using WhatsApp for Business through Freshchat, you need to submit an application. It is available in Settings>Integrations>WhatsApp Business. Once your application is approved, and your business account is created, we will set up your Freshchat account to connect you with your end users through your WhatsApp for Business number.


Can we integrate it with our current setup?

Yes, you can, as long as you have a WhatsApp Business account and a Facebook Business Manager ID.


Can I add multiple numbers?

Yes, there is a limit of 5 numbers as of now. Each number will be charged.


Can we move a phone number back to business App from business API ?

For now once a phone number is registered on the WhatsApp Business API, it cannot be used for the WhatsApp Business App or consumer app. A phone number can be upgraded to the Business API, but not downgraded. 


Will regular Freshchat bots work with WhatsApp?

No, bots will not work with Freshchat. 


Can I create groups with WhatsApp?

No. We don't support this right now.


Can I make calls through WhatsApp?

No. You won’t be able to make calls through the WhatsApp Business number.


Can I use a normal number or should I have a WhatsApp business number?

You can use a regular number. Even landline and Freshcaller numbers can be used. 


Can I sync contacts with Freshdesk or Freshsales?

No, it is not possible. 


Is ticket creation possible?

Yes, you can do it through Freshchat.


I am already using the number to support customers. If I delete the number, will chat history be migrated to Freshchat or Freshdesk?

Your previous WhatsApp contacts won't appear on WhatsApp integration. Basically, it will be a clean slate and even your past conversation history from that number will not be migrated. If you want, you can take back up of those chats and store it in your cloud from WhatsApp. 


Similarly once you start using a WhatsApp Business number with Freshchat, you cannot use the number again with any other product or app. If you wish to move, you need to get a new WhatsApp Business number.


A phone number already being used with the WhatsApp Business API cannot be migrated. You will have to pick a different phone number.



For more details, visit https://developers.facebook.com/docs/whatsapp/guides/phone-number


Once integrated, will my profile show up as a verified account?

We will have to raise a request from Freshworks end to WhatsApp for this. It may take up to 15 days. A prerequisite is you need to have a verified Facebook account, else your request for verified WhatsApp number will be rejected.


I already have a WhatsApp linked with another vendor. Can I migrate from them to Freshworks?

No. If a customer already has WhatsApp integrated with another vendor, they cannot be migrated to Freshworks as Facebook doesn't allow migration as of now. 


Will the customer’s profile name and picture be visible?

You can see your customer’s profile name, but as WhatsApp doesn’t allow us to import their profile picture, you will not be able to see it.


Will the bots trigger for any new customers who reach out through WhatsApp number?

No. The Freshchat Bot will not trigger for WhatsApp conversations. We provide APIs using which custom bots can be set up (Customers can bring their own bots). Furthermore, we are also working on an in-product custom bot solution that will allow customers to do this.


What are the file formats supported in WhatsApp?

File formats supported in WhatsApp,

1. End customer can send images in jpeg, png, pdf, xlsx, and docx and it will all be received in Freshchat.

2. Agents can also send images, files and videos in the above format but it will shown as a link to the end customer and they will have to click on the link to see the attachment you sent.


*Attachment size limit is 25MB for any type of attachment.

What happens when a message is deleted in WhatsApp? Will it get deleted in Freshchat too?

Clearing the chat or deleting messages from inside WhatsApp will not affect the conversation inside Freshchat in any way.


Can I block a user?

A business cannot block a user reaching out through WhatsApp Business number, on Freshchat.


Can a business initiate/proactively message a user?

Facebook restricts sending messages to customers after 24hrs. Proactive messaging for Marketing and Sales use cases. However, they allow sending proactive messages for a support use case such as  as order confirmation, booking confirmation, delivery updates, etc.
For this a message template approval is required from Facebook (https://developers.facebook.com/docs/whatsapp/message-templates/). We will help you throughout this process. 


Important note:

Additional pricing will be applicable for proactive messages. You can refer to this link for pricing: https://developers.facebook.com/docs/whatsapp/pricing/#pricing-rules


Is there a cut-off time to message/respond to customers?

WhatsApp messages have a cut-off control that prevents messages from being delivered to users out of certain conditions.


  • Regular text messages or media messages (i.e, any non-template messages) can only be delivered on the 24 hours after last time customer sent a message to your business.
  • Template Messages do not have this restriction.

You can also refer this link: https://developers.facebook.com/docs/whatsapp/api/messages#cutoffcontrol


When I write a single message with multiple line breaks, why does the message gets sent individually or in multiple fragments?


As far as Freshchat is concerned, a message can have multiple fragments / parts and each of them can either be a text or an image or etc. This actually allows us to combine multiple different contents in a single message.


But WhatsApp on the other hand (or any other chat provider) does not support text & image in a single message. Hence we send it as individual messages.


Also, in our frontend, whenever we add a new line, it is added as a new fragment. Hence the messages with multiple lines get sent as multiple messages.


To apply for access, click here! 


For more details, contact support@freshchat.com.