WhatsApp is an important tool for communication between businesses and customers. However, there are significant differences between the official and unofficial APIs, which can affect the choice of the most suitable one for your business. In this article, we will explore the differences between the versions of WhatsApp and help you choose the option best suited to your needs.
Available versions of WhatsApp
There are three ways to use WhatsApp: the conventional app, WhatsApp Business, and the WhatsApp Business API. The first is aimed at the general public, while the second is aimed at small and medium-sized businesses. The WhatsApp Business API, on the other hand, is an official tool aimed at businesses with a high daily volume of customer service.
What is the official API?
The official WhatsApp API is a tool developed for businesses with a high volume of customer service. It allows you to automate processes, create customer service menus, and chatbots (automated responses). To use it, you need to request account verification from an official provider, which will request the release of your API directly from WhatsApp.
For which cases is the official API most suitable
The official API is suitable for medium and large businesses, as it eliminates the need for a connected device, does not depend on a cell phone being connected to the internet and having a charged battery, and can create automated customer service that brings convenience to the customer.
Some features are:
- Verified account badge
- Company name, without the need to add to contacts
- Integrate artificial intelligence systems
- Connect customer service tools
- Manage customer service queues
- Send proactive messages without blocking
WhatsApp Business API pricing
In 2022, there was a change in the pricing model of the WhatsApp Business API. Before, the charge was made per notification. Now, charges will be for both customer-initiated conversations ($0.0300) and business-initiated conversations ($0.0500). The company and the customer can exchange as many messages as they want during a 24-hour period (starting from the first message sent/received). After this period, the conversation “expires” and a new fee will be charged. WhatsApp offers the first 1,000 conversations of the month for free, which is an opportunity to generate engagement and open doors for smaller businesses that did not have access to the official model.
What is the unofficial API?
On the other hand, the unofficial API is an API developed by third parties. Although it has the same functionalities as the official API, security is lower in cases of sending bulk messages. It is possible to integrate with omnichannel systems, have several attendants on a single number, develop customer service menus, among other functions. However, because it is an API developed by third parties, instability and disconnection can occur, since a cell phone connected to the internet and to the WhatsApp QR code is required. In addition, the unofficial API does not have the same security as the official one, making caution necessary when creating campaigns to prevent the number from being blocked. Once blocked, your customers will lose the ability to contact your business.
Differences between the services
In addition to the difference in prices, the APIs also have differences in their functionalities. The official API is more suitable for medium and large businesses looking to automate processes and create more efficient and secure customer service. The unofficial API, on the other hand, is an option for smaller businesses looking to integrate WhatsApp into their customer service strategy.
Conclusion
Both APIs allow integration with omnichannel platforms, which means you can have customer service from all messaging channels in one place. In addition, integration with omnichannel systems brings more effectiveness to customer service and assertiveness to management, as the platforms offer complete reports and allow managers to monitor customer service in real time.
Before choosing the most suitable API for your business, it is important to align the company's objectives when using WhatsApp and the brand's positioning with consumers. The choice of the official or unofficial API will depend on your company's needs and the available resources.
If you still have doubts about which API to choose, talk to a Check Commerce specialist, and we will evaluate all available options and choose the one that best meets your business needs.
