WhatsApp for enterprise FAQs
What is WhatsApp Business vs. WhatsApp Enterprise?
In fact there is no "WhatsApp Enterprise." There's just WhatsApp Business. WhatsApp Business helps any business start a WhatsApp channel to communicate with customers.
Small businesses do this through the WhatsApp Business app. Larger businesses and enterprises do this through the WhatsApp Business Platform (API).
How do I get WhatsApp for enterprise?
Enterprises that want to get WhatsApp will have to use the WhatsApp Business Platform (API) – either through a user interface built by a WhatsApp Business Solution Provider (BSP) or software they build themselves. See article above for the steps to get started with the WhatsApp Business Platform.
How does WhatsApp work for enterprises?
While smaller companies use the free WhatsApp Business app, enterprises use the WhatsApp Business Platform (API) through a user interface built by a software provider (or in-house). See article above for how to get started.
Can WhatsApp for enterprise be used for marketing purposes?
Yes, enterprises can use WhatsApp Business for marketing purposes. Since 2022, WhatsApp allowed businesses to send unsolicited messages to subscribers with promotions like discounts, product launches and competitions.
However, WhatsApp takes great care not to allow businesses to annoy people in this channel. It rates every business with a quality status and can limit or even block businesses who act in poor taste. Your software provider should advise you on WhatsApp best practices like message frequency and relevance.
Can I use WhatsApp for enterprise for customer support?
It's possible, but we don't recommend it as your main use case, as it can be resource intensive. The best case for enterprises starting a WhatsApp channel is WhatsApp marketing.
How does WhatsApp handle multiple users at enterprises?
The WhatsApp Business Platform allows an unlimited number of users to chat with customers via WhatsApp. The possible functionality will depend on your software provider. At charles, we enable chats to be easily assigned to different agents, while each agent has an overview of all conversations.
Can I integrate WhatsApp with my enterprise CRM and other tools?
Yes, you can integrate WhatsApp Business with other enterprise software solutions – whether customer relationship management (CRM), messaging or shop systems. Your software provider will help you with this.
Is WhatsApp secure for enterprises?
Yes, WhatsApp Business is a secure platform for enterprises. You may hear stories about employees being told not to use WhatsApp for business purposes, but that's a different case – using private WhatsApp accounts for business purposes.
In this case, people are messaging a WhatsApp business account. These messages enjoy the same end-to-end encryption as private WhatsApp messages. After that, it's up to the business what happens to the data. In the EU, businesses are bound by law to comply to the the General Data Protection Regulation (GDPR | DSGV in Germany).
This require measures like: customer data is stored in GDPR-compliant EU servers, and it can be viewed and/or deleted any time. Any software provider operating in the EU should have GDPR compliance built in and offer advice for enterprises. At charles, we recommend all businesses, wherever they are operate according to GDPR. This helps keep WhatsApp a safe, enjoyable place.
How much does WhatsApp Business cost for enterprises?
The costs of WhatsApp for enterprises using the WhatsApp Business Platform:
- – First 1,000 conversations per month are free
- – After that, there's a cost per conversation in the region of €0.10, depending on the reason for the conversation (there are 4 conversation types: marketing, utility, authentication, service)
- – Plus monthly cost to software provider (if using)
- – Plus additional fee per conversation for software provider (which incentivizes provider to grow your subscriber base)
What kind of customer support is available for WhatsApp enterprise users?
Enterprises can get in touch with WhatsApp Business here: https://business.whatsapp.com/learn-more
For dedicated support with an enterprise WhatsApp channel, it's best to find a software provider who offers excellent ongoing technical support, proactive ideas and a quick, easy channel to answer your questions.