While the differences are clear for developers, non-technical people have a difficult time with the differences between the WhatsApp Business app and the WhatsApp Business API.
If you’re struggling to understand the differences, keep reading to know the right one for you.
Table of Contents
What is the WhatsApp Business app?
What is WhatsApp Business API?
Differences between WhatsApp hong kong mobile phone number list Business App vs WhatsApp Business API
Features of the WhatsApp Business App and WhatsApp Business API
Benefits of using WhatsApp for your store’s customer support
WhatsApp Business App or WhatsApp API: Which one to choose?
What is the WhatsApp Business app?
WhatsApp Business is a free to download app available on Android and iPhone, and is built with the small business owner in mind.
It was created to solve an untapped need in the market. Businesses were using WhatsApp to communicate with customers but the app didn’t have the right features to do so effectively.
The WhatsApp Business app solved their problems and helped business owners create complete business profiles, display working hours, showcase their product catalog, link back to their website and even set up automated welcome and away messages.
What is WhatsApp Business API?
The WhatsApp Business API was created with the needs of medium to large businesses in mind and can be accessed by requesting access from WhatsApp or by signing up with an API provider.
The API was launched after WhatsApp realized that businesses with larger teams were unable to leverage the Business app due to the 2 active sessions limitation.
The WhatsApp Business API allows developers to build tools that remove these limitations and add features to extend the functionality of WhatsApp. The API is extremely flexible and the features are only limited by the tool businesses integrate with or create.
Differences between WhatsApp Business App vs WhatsApp Business API
Before diving deeper into the discussion, let me give you a quick summary of the differences between the Business App and the Whatsapp API.
Let's dive in a bit deeper into each aspect, as well as some that aren't covered in the table above.
Designed for
The WhatsApp Business app is a standalone mobile app for small businesses that have fewer customer queries.
The WhatsApp Business API caters to the needs of large businesses that have support teams and handle high volumes of customer messages.
Team Inbox
It's not possible to share your WhatsApp Business app and phone number with other team members easily. You can perhaps give them access via WhatsApp Web but they could get logged out.
WhatsApp API allows using a Shared Team Inbox using software like DelightChat. This makes it very easy for your entire team to manage a WhatsApp number and all customer queries from one easy inbox.
Ticket Management
Even if you do manage to share the Business app's access with some team members, there's no way for you to know which team member is responding to which customer, whether customers have actually gotten a response and if their problem got resolved.
Whereas a WhatsApp customer support software using Official API, like DelightChat, can help you keep track of each WhatsApp conversation, which team member is assigned to it, and when the customer query got resolved by closing the ticket.
Automated Replies
You can set basic auto-responders in the WhatsApp Business app, like a greeting message when a customer messages you for the first time. Or an away message for outside of business hours.
With WhatsApp API, software solutions can help you do this and much more. For example, you could set an automation rule that if the customer sends a message containing the word "refund", you can automatically tag that conversation as [Urgent] and send a different auto-reply than a regular customer message. This is possible using DelightChat.
WhatsApp Voice Call
You can initiate and receive WhatsApp calls on the Business app.
Right now, WhatsApp API does not support voice calling. But they might add support for it soon.
Cost
The Business App is completely free to use.
WhatsApp API pricing is on a per-conversation basis. Read our blog post to understand better.
Broadcasts
You can send broadcasts to a maximum of 256 recipients using the Business app. However, even there the message would only be delivered to those recipients that have saved your phone number.
With WhatsApp API, you can send broadcasts to up to 100,000 customers per day, even if the customer has not saved your phone number. This is possible using WhatsApp marketing software that connects with the API.
Button Messages
You can only send regular text or media messages using the Business App.
WhatsApp API has a concept called message templates, which supports button type messages. Buttons can be of three types:
CTA Button - Visit a website
CTA Button - Call a phone number
Quick Reply Buttons (up to 3 per message)
Chatbot
WhatsApp Business app does not allow you to create or use chatbot flows.
Since WhatsApp API can interface with external software, you can easily create chatbot flows.
Groups
A WhatsApp API number cannot be part of Groups, which is possible with a regular Business app number.
Automated Notifications
Using WhatsApp API, you can setup and send automated notifications to your customers such as:
Abandoned cart recovery
Order confirmation
Order tracking
Cash on delivery verification
You could technically send these messages manually using the Business app, but it would take too much effort and cannot scale if your business grows.
FB Business Manager Verification
You need a verified Facebook Business Manager before applying for WhatsApp API access. No such requirement for the Business app.
Convert Business number to API number
It is possible to delete your WhatsApp business app and convert the same number into a WhatsApp API number.
However, this is a one-time process and it cannot be reversed.
24-hour rule
In WhatsApp Business app, you can send and receive messages from customers at any time.
However, the API has a concept of 24-hour conversation blocks, where after 24 hours has expired, you can't reply to the customer. However, DelightChat has a special feature that allows you to send messages even after 24 hours using WhatsApp's template messaging.
Compose New WhatsApp Message
With the Business app, you can easily compose and start a new WhatsApp chat with any customer if you have their phone number or their WhatsApp click-to-chat link.
With WhatsApp API, it's not as straightforward. You would have to send a template message to initiate a conversation with the customer. DelightChat has built a feature to enable you to easily compose a new WhatsApp message with a customer using just their phone number.
Can carrier calling and SMS be used on the WhatsApp number?
Yes, regular calls and SMS would work on the phone number that you use with both WhatsApp Business and API.
WhatsApp Catalog
Both the Business app and API support the WhatsApp's new Catalog feature.
Features of the WhatsApp Business App and WhatsApp Business API
Is it worth adding WhatsApp to your overwhelming support toolkit? Definitely! WhatsApp comes up at the top of the list of messaging apps with over 2 billion monthly active users. This is higher than Facebook Messenger and Instagram.
So being where your customers are, is always good for your business. Take a look at some of the benefits of using the WhatsApp Business app and the API for your ecommerce store.
WhatsApp Business App features that make 1-to-1 customer conversations easier
WhatsApp Business app is free to download and use. It is built with small business owners in mind.
The app lets you connect with your customers, showcase your products and services, and answer their questions throughout their shopping journey.
Here are 6 features of the WhatsApp Business app that make communication easier:
1. Business profile to help customers identify your store
Add a logo, a short description, and your business website
