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WhatsApp Introduces API to Integrate Business Contact with Customers

WhatsApp is expanding its range of tools for businesses, including paid options to help monetise the messaging platform. Businesses will be able to contact WhatsApp users directly in paid messages using the new API from the company.

Under the new tools, WhatsApp users can give their number of a business on their website, app or in store, so they can be contacted over WhatsApp and receive notifications, for example on delivery status of an order. Businesses can also add a click-to-chat button on their website or in a Facebook ad in order to connect with WhatsApp users.

This can also include real-time support on WhatsApp to answer questions about their products or help resolve customer issues.

WhatsApp said users will still “have full control” over the messages they receive. Businesses will pay to send certain messages so they are selective and chats don’t get cluttered. In addition, messages will remain end-to-end encrypted, and users can block any business with the tap of a button.

A number of customer service communications platforms announced they will be integrating the WhatsApp Business API into their products, in order to support the notifications and chat. These include Zendesk, Twilio, MessageBird, Clickatell and Novomind.

The new tool brings businesses further into WhatsApp, to help the company monetise its platform. WhatsApp first announced in 2016 plans to target the business market, after it dropped the annual fee for its app. At the start of 2018, the company launched the WhatsApp Business service, a free Android app for businesses to establish a profile and connect with customers.

Source: Telecom Paper