WABA – Vishwnet India Private Limited

Let’s Reimagine Customer

Engagement through

WhatsApp Business API!

The WhatsApp Story: An Opportunity Waiting to be Tapped!

Of people surveyed across 8 markets
say their messaging has increased over
the past 2 years!

WhatsApp Ecosystem

WhatsApp Messenger

WhatsApp Business

WhatsApp
Enterprise API

	Personal WhatsApp	WhatsApp Business App	WhatsApp Enterprise API
Target users	Individual/ General Public	Small Business	Medium Business/ Enterprise
Data Ownership
Multiple Messages
Broadcast Campaign	✓ (Upper Limit:256)	✓ (Upper Limit:256)	✓ (Starts from 1000 contacts / 24 hours )
Integration
Setup Time			1-2 Weeks*
Other functions	Easy message forwarding	Quick reply/ saved reply	Automation Expandability Scalability

Is WhatsApp API

suitable for you?

Types Of Conversations On WhatsApp

There are two type of conversations on the WhatsApp Business API, each with different rates:

User-Initiated (think customer care and general support inquiries)
All Conversations are measured in 24-hour increments or “sessions,” as we’ll refer to them here.

These 24-hour conversation sessions start whenever the first message is delivered by a business, either in response to a user inquiry, or if a business-initiated message template is delivered.

User-initiated conversations

Business-initiated conversations

Types Of Conversations On WhatsApp

Conversations will not be charged when users message businesses using call-to-actions buttons on Ads that click to WhatsApp or a Facebook Page CTA. Free entry point is free of charge. Subsequent conversations with the user are charged.

Message Templates

Message Templates are message formats for common reusable messages a business may want to send. Businesses must use Message Templates for sending notifications to customers.

These are
WhatsApp’s
pre-approved
message
templates to
address various
use cases!

Template	Allowed Use Case	Examples
ACCOUNT_UPDATE	Notify the message recipient of a change to their account settings.	Profile has changed Preferences are updated Settings have changed Membership has expired Password has changed
PAYMENT_UPDATE	Notify the message recipient of a payment update for an existing transaction.	Send a receipt Send an out-of-stock notification Notify an auction has ended Status on a payment transaction has changed
PERSONAL_FINANCE_UPDATE	Confirm a message recipient’s financial activity.	Bill-pay reminders Scheduled payment reminder Payment receipt notification Funds transfer confirmation or update Other transactional activities in financial services
SHIPPING_UPDATE	Notify the message recipient of a change in shipping status for a product that has already been purchased.	Product is shipped Status changes to in-transit Product is delivered Shipment is delayed
RESERVATION_UPDATE	Notify the message recipient of updates to an existing reservation.	Itinerary changes Location changes Cancellation is confirmed Hotel booking is cancelled Car rental pick-up time changes Room upgrade is confirmed
APPOINTMENT_UPDATE	Notify the message recipient of a change to an existing appointment.	Appointment time changes Appointment location changes Appointment is cancelled
TRANSPORTATION_UPDATE	Notify the message recipient of updates to an existing transportation reservation.	Flight status changes Ride is cancelled Trip is started Ferry has arrived
TICKET_UPDATE	Send the message recipient updates or reminders for an event for which a person already has a ticket.	Concert start time changes Event location changes Show is cancelled A refund opportunity is made available
ISSUE_RESOLUTION	Notify the message recipient of an update to a customer service issue that was initiated in a Messenger conversation, following a transaction.	Issue is resolved Issue status is updated Issue requires a request for additional information
ALERT	Notify the message recipient of something informational	Business hours/hours of availability Check-in/Check-out times

WhatsApp Template Message Limit

Messaging Limits

Messaging limits determine how many unique users your business can send messages to on a daily basis. This includes new conversations as well as existing conversations with users. The messaging limit does NOT limit the number of messages your business can send, just the number of users you are trying to message. It also does NOT apply to messages sent in response to a user-initiated message within a 24-hour period.

Tier 1: Allows your business to send messages to 1K unique customers in a rolling 24-hour period.
Tier 2: Allows your business to send messages to 10K unique customers in a rolling 24-hour period.
Tier 3: Allows your business to send messages to 100K unique customers in a rolling 24-hour period.
Note: A business starts in Tier 1 when it registers its phone number.

A business’s phone number will be upgraded to the next tier if:

Its quality rating is not low, and
The cumulative amount of users it sends notifications to adds up to twice its current messaging limit within a 7- day period.

Example 1: A business is upgraded from Tier 1 to Tier 2 when it messages a total of 2,000 users within a 7-day period.
https://developers.facebook.com/docs/whatsapp/api/rate-limits/

Message Template – Real Time Notifications

You will be able to attach rich content such as images and documents directly into your messages.

This can help reduce friction in your customer journey as all attachments are on a single platform.

Message Templates Quick Reply Buttons

Opt ins for WhatsApp

Opt-ins Methods

Currently, accepted opt-in methods include:

Example - Opt in From WhatsApp

Conversation/2Way Messages

If a Person initiates a chat with you, you may continue that conversation via WhatsApp for up to 24 hours after the last message sent to you by that person without charge.
After that, any messages you send are considered to be business-initiated and require the use of a notification template.
Any business-initiated message outside this 24-hour cycle is a paid Template Message. Aero Tours Hi, do you have child friendly activities for your Bali travel packages? Hi Samt, Yes many activities for all age groups are available and we are happy to customize your itinerary based on your preferences. We specially recommend snorkeling, hiking and elephant safari. Here’s brachias with all info and some photos Perfect! I want to opt for snorkeling and hiking Sure! We will customize itinerary anytimel