In dealing with WhatsApp messages from customers, a company can use one of the three WhatsApp clients.
- WhatsApp Messenger that can be used in one mobile app and one web app.
- WhatsApp Business can be used in one mobile app and one web app and has extra functionalities.
- WhatsApp Business API (WABA) is a server-only WhatsApp client that can be used by enterprises to handle thousands of users in one number.
The difference between WhatsApp Messenger, WhatsApp Business and WhatsApp Business API can be found in the use case, functionality, and features. You can see the comparison in the table below:
|WhatsApp Messenger||WhatsApp Business||WhatsApp Business API|
|Functionality||Private users||Business (Customer service)||Business (Customer service)|
|Mobile and Web Application||Yes||Yes||Server only|
|Chat||1-1 and group chat||1-1 chat||Multi-agent access|
|Call||1-1 and group call||1-1 call||-|
|Phone Number||Personal phone number||Company phone number||Company phone number|
|Broadcast Message||-||Max 256 users per Broadcast||1K, 10K, 100K, and an unlimited number of unique customers
per 24 hours depending on the tier.
|Time Window to Send Message||no limit||no limit||Only 24 hours after the session was started (CI/BI, refer here). More than 24 hours still can use the Message Template.|
|Integrate into CRM system||-||-||Yes|
|Automated Customer Support Integration (Chatbot)||-||-||Yes|
Please note if the number has been registered as WhatsApp Business API (WABA) account then the number can't be downgraded to WhatsApp Messenger or WhatsApp Business (WAB) account.
Even though WhatsApp Business API (WABA) doesn't have a Web and Mobile App, when it's integrated into Qiscus Omnichannel then you can use Omnichannel Web and Mobile App to answer customers' WhatsApp messages.