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 that can be used in one mobile app and one web app and has extra functionalities.
WhatsApp Business API , 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 on usecase, functionallity, and features.You can see the comparison on the table below:
|WhatsApp Messenger||WhatsApp Business||WhatsApp Business API|
|Functionallity||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||1000, 10K, and 100K depending on the tier each day|
|Time Window to Send Message||no limit||no limit||Only 24 hours after the session was started (CI/BI, refer here)|
|Integrate to 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.
Eventhough WhatsApp Business API (WABA) doesn't have Web and Mobile App, when it's integrated to Multichannel then you can use Multichannel Web and Mobile App to answer customers' WhatsApp messages.