Most Indian customers already use WhatsApp, so businesses want to talk to them there. There are two official ways: the free WhatsApp Business app and the WhatsApp Business API.
WhatsApp Business app
Made for small teams using a phone. It offers a business profile, catalogue, labels, greeting and quick replies. It is enough for many shops and service providers.
WhatsApp Business API
Made for software integration. Through an approved provider, you can connect WhatsApp to your CRM, billing system or website. Typical uses:
- Automatic order, invoice and payment confirmations
- Lead follow-ups and reminders
- Appointment and renewal reminders
- A shared inbox for several agents
- Chatbots with a hand-off to a person
Things to know
- You need a verified business setup and an approved provider.
- Message templates are reviewed, and providers or WhatsApp may charge for certain message types, so check current pricing.
- Always get customer consent before sending promotional messages.
How the WhatsApp Business Platform works
The WhatsApp Business API, also called the WhatsApp Business Platform, is the official way for medium and large businesses to connect WhatsApp with their own software. Instead of one person using one phone, multiple agents and automated systems can send and receive messages through a provider approved by Meta.
- Opt-in: customers should agree to receive messages from you.
- Templates: messages sent outside the customer's recent conversation window must use pre-approved templates.
- Service conversations: when a customer messages you, you can reply within the allowed window.
- Providers: you usually connect through a Business Solution Provider or directly through Meta's tools.
- Charges: pricing is set by Meta and your provider and can change, so check current rates before you plan volumes.
Typical uses
| Use | Example |
|---|---|
| Order and booking updates | Order confirmed, shipped, appointment reminder |
| Lead follow-up | Instant reply to ad and website enquiries, then handoff to sales |
| Support | Shared inbox for several agents, with quick replies |
| Payments and documents | Invoice, receipt or payment link delivery |
| Chatbot | Answers to common questions, then human handoff |
Do's and don'ts
- Do get clear consent and offer an easy way to stop messages.
- Do keep messages useful and short.
- Don't send bulk promotional messages to numbers you collected without permission.
- Don't promise things in a chatbot that your team cannot fulfil.
Connect it with your CRM
The real value appears when WhatsApp conversations create leads and tasks automatically in your CRM, so nothing is missed. See our CRM development and API integration services, and how click-to-WhatsApp ads feed conversations.
Frequently asked questions
Can I use my current number?
Usually yes, but the number cannot be used on the normal WhatsApp app at the same time. Plan this before migrating.
Is the API needed for a small shop?
Not usually. The free WhatsApp Business app is enough until you need multiple agents, automation or system integration.
When you should move to the API
- Several people must answer from one number.
- You want automated confirmations or reminders.
- You want WhatsApp inside your CRM or billing software.
We integrate WhatsApp into CRMs, chatbots and business software. Learn more about CRM costs or talk to us.