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WhatsApp for business: know its full potential
WhatsApp for business: know its full potential
WhatsApp for Business: How to Use It in a Professional and Automated Way
Nowadays , communication with your customers cannot wait. WhatsApp for business has become the most valuable way to connect, sell and build loyalty. But are you using it really professionally and efficiently? Today we explain everything you need to know to integrate WhatsApp into your strategy and automate processes that make a difference.
Why use WhatsApp in your business?
With more than 3,000 million active users in the world, WhatsApp is not only popular with friends and families, it has also become the preferred channel for many consumers to contact brands. Why?
Because it is immediate, personal and already part of the day to day. In addition, it allows for closer interaction than email or a web form and can be integrated with other channels for an omnichannel marketing strategy.
The key is to do it right: to harness its potential without it becoming an operational burden. That’s where automation comes in and a platform like indigitall, which centralizes management and allows you to scale your communications.
WhatsApp vs WhatsApp Business: which one does your business need?
While standard WhatsApp allows chatting, if you have a business you need something more robust. WhatsApp Business web was designed just for that. It offers additional tools such as:
- Business profile with key information.
- Welcome and absence messages.
- Tags to organize customers.
Now, if your company needs to scale conversations, have multiple agents connected, or integrate the channel into your CRM or automation strategies, then the level you need is another: the WhatsApp Business API.
What is the difference between WhatsApp Business and the WhatsApp API?
WhatsApp Business App is ideal for small businesses that manage few messages from a single device. But it falls short if your customer volume grows or if you need to respond in a more structured way.
Its main limitations include:
- It can only be used on a mobile device with an active account.
- It doesn’t support multiple agents or complex workflows.
- It does not allow direct integrations with CRM or automated systems.
That’s where the WhatsApp Business API comes in, designed for medium and large companies. This one does allow you to:
- Connect multiple agents simultaneously.
- Automate responses and campaigns.
- Integrate with platforms such as CRMs or marketing automation tools.
- Send transactional notifications and proactive messages under regulations.
In addition, by using an official provider such as indigitall, you can access these functions without technical complications and with centralized management.
How do I access the WhatsApp Business API?
To use the API you need to go through an Official WhatsApp Solution Provider (BSP), such as indigitall. The process includes:
- Verify your business in Meta’s Business Manager.
- Company number and profile settings.
- Approval of message templates by WhatsApp.
This process ensures safety, traceability and regulatory compliance.
Must-have features of WhatsApp for business
To use WhatsApp as a professional channel, there are features that you can’t miss:
Automated messages
Prevent queries from going unanswered with programmable messages. You can set up automatic replies based on the time of day, welcome messages to start the conversation professionally, or away messages when you’re outside of working hours.
In addition, if you work with the API, you can set conditional flows that respond differently based on the user’s intent or history, improving attention without the need for immediate human intervention.
Contact segmentation
The organization of your conversations is key to personalization. With WhatsApp Business tags you can easily categorize contacts (e.g.: new customer, order in progress, high priority).
If you use the API with a CRM, this level is multiplied: you can create dynamic audiences based on behavior, purchase history, or funnel stage, and launch campaigns with specific messages for each profile. Not only does this improve conversion, it also reduces friction by offering more relevant communication.
Integration with bots
Connecting your WhatsApp account with a chatbot not only automates service, it also scales your capacity without sacrificing quality.
The bot can solve frequently asked questions, display products, schedule appointments, or redirect to the right agent if it detects that it is a complex query.
In many industries, this automation represents a 50% reduction in the workload of the human team, without losing proximity. If your business receives a lot of repeat inquiries, this feature is essential.
Analytic
Without data there is no improvement. WhatsApp Business App offers basic metrics (such as messages sent, delivered, read), but if you work with the API and a platform like indigitall, you get advanced real-time reporting.
You can measure open rates, response times, link clicks, effectiveness per template, performance per agent, and more.
All that information helps you make outcome-based decisions and optimize your conversational flows on an ongoing basis.
Can I have multiple agents using the same account?
Yes, but not with the standard WhatsApp Business app. To do this, you need the API, which allows you to distribute conversations between agents, manage tickets, and maintain control from a single professional environment.
If your customer service or sales team works in shifts or from different devices, this option is a must. Marketing on WhatsApp with indigitall gives you this advantage, allowing fluid attention without depending on a single mobile or line.
Is WhatsApp good for B2B businesses?
Of course! Although many associate it with retail, WhatsApp also helps in B2B environments.
It allows you to confirm meetings, share documents, follow up on leads, and close sales. The important thing is to use it professionally: clear messages, appropriate tone and good response time management.
In addition, if you integrate it with your CRM, you can automate from the first contact to the closing of the sale, without losing personalization.
Advanced automation and management with WhatsApp Business
When you integrate WhatsApp with an automation platform, your business gains in efficiency and responsiveness.
Imagine being able to:
- Send appointment reminders automatically.
- Detect abandoned carts and reactivate them.
- Launch segmented campaigns with personalized messages.
- Schedule messages based on user behavior.
With indigitall you can. From a single dashboard you control all channels (WhatsApp, email, push, SMS, etc.), automate processes throughout the conversion funnel and measure results in real time.
Also, remember that the use of the WhatsApp API involves a cost per conversation model established by Meta, depending on the type of message (business or user home) and country. indigitall offers you flexible models to adapt to your volume and needs.
Best practices for using WhatsApp professionally
- Take care of the tone: Be direct, clear and respectful. Use your customer’s language.
- Don’t overcrowd: Only send messages when they provide real value.
- Personalize: Call by name, adapt the message to the context.
- Respond quickly: Automate greetings or responses, but respond as soon as possible.
- Compliant: Always get user consent and respect their privacy.
Using WhatsApp for business purposes must comply with GDPR or other local regulations. Make sure you have explicit consent before sending promotional communications.
WhatsApp Use Cases for Successful Businesses
- Ecommerce: Messages for order tracking, cart recovery, and product recommendations (cross-selling).
- Customer service: Real-time chat, resolution of frequent doubts with bots and referral to human agents.
- B2B consultative sales: Follow up on leads, send personalized proposals and manage meetings.
- Bookings and appointments: Automatic confirmations, reminders and rescheduling.
- Retention and loyalty: Points programs, satisfaction surveys and exclusive promotions.
All these actions can be centralized and automated using platforms such as indigitall, without relying on dispersed tools or manual management that consumes resources.
WhatsApp for business isn’t just a fad. It is a key channel in modern communication, which well used can increase your sales, improve your customer service and boost loyalty.
The key is to professionalize its use, automate processes and centralize management. At indigitall we can help you achieve this with an intuitive, flexible and powerful platform, which adapts to the needs of your business.
Ready to transform your strategy with WhatsApp?
Contact us today and request a free demo. We help you take the step towards more effective, automated and cost-effective care.
