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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. 


This is best suited for companies with large numbers of customer interactions, and needs to be handled by more than 2 people.

Type of interaction1-1 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?
NoNoYes, 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 availableYes, but requires approval from WhatsApp.
Yes, but requires approval from WhatsApp.
Is Voice or video calling possible?
YesYesNo, not as of today. Might be possible via BSPs.
Can we create groups?
YesYesNo, deprecated in 2020
Are Broadcast lists possible?
YesYesNo, 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
YesYesNo, not as of today. Other payment gateways might be possible via BSPs.
Labels
NoYesYes
Quick replies
NoYesYes
Auto responses
NoYes
Yes
Offline messages
NoYesYes
Automation possible?
NoNo
Yes, complex chatbots can be built using APIs
Integrations
NoNoYes, possible if the BSP allows via APIs or native integrations.


You can find more information related to the Freshdesk Messaging - WhatsApp integration or you can sign up for access directly and start the process.