WHATSAPP

Business API
(WABA)
An Overview 12 March 2019
WHATSAPP: NUMBER SPEAK

1 bn
Daily active users
1.5 bn
Monthly active users
60 bn
Messages sent per day

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WHATSAPP BUSINESS API

The WhatsApp Business API powers

your communication with customers

all over the world, so you can

connect with them on WhatsApp in a

simple, secure, and reliable way

NO Promotional Trusted Brand Omnichannel Two Way chat 3

Notification
TOP MESSENGER APP BY COUNTRY

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WHY WHATSAPP BUSINESS MESSAGES IS
BETTER — TOP REASONS

Trusted Messages Rich Media

● Verified business checkmark ● High resolution photos
● Full brand name instead of random ID ● Videos, GIFs, and Audio
● Block unwanted conversation/unwanted ● Documents and Location
brands
More Conversational
Better Metrics ● Supports single user and WhatsApp
● Proven delivery receipts group communication
● Read receipts including open-time ● Two way communication

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WHATSAPP BUSINESS ACCOUNT
VERIFIED SENDER RICH MEDIA TWO-WAY COMMUNICATION
Personalized communications QR Codes for tickets/tracking Send and receive messages
pictures, files, etc. from your customers

TRUSTED DIALOGUE TRUE METRICS FAMILIAR EXPERIENCE 6

COMMUNICATE WITH CUSTOMERS ON
WHATSAPP THROUGH ROUTE MOBILE
Build your business account
Create a certified Business Profile. Once customers have opted in to receive your messages, you’re ready to
start with your communication.

Rich communication
Leverage WhatsApp’s rich media capacity. Share geo-locations, images, audio recording, and videos to gain
contextual insights and provide customer support.

SMS as fallback
With Route Mobile, set up SMS fallback for urgent messages to ensure your content gets delivered regardless
of internet access.

Drive Customer engagement

Better customer engagement with real-time conversations and rich communications features.

Secure Communication
WhatsApp Business provides safe, secure and suitable process for customers to communicate with their
preferred business or financial institution along with end-to-end encryption.
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WHATSAPP FALLBACK TO SMS
Leverage redundancy through SMS to reach
users when connectivity is absent to
Sample Case
communicate anywhere, anytime.

SMS fallback guarantees message delivery

Read
in either of two ways: Whatsapp
Receipt
Yes
● WhatsApp enabled handsets.
● As a standard SMS message for a device
without an RCS client.
No

START IMR SMS END

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HOW IT WORKS

Integration
Brands Whatsapp with CRM
business account

END USER

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WHY CHOOSE US

Market Leadership Reliable Api and Customized

and Expertise Integration at Scale Onboarding and More

Robust Security and Omnichannel

Compliance Communication

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 WORKFLOW

Create your Setup POC account & billing POC Verification by

Go Live
Business Proposal with facebook business Whatsapp
manager account

Proposal Verification By POC Development By Beta Release for Limited

WhatsApp Route Mobile User (decided by WhatsApp)

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OMNICHANNEL Experience

Read
Receipt YES

NO/ Wait for 30 sec

START IMR

EMAIL END

SMS
fallback

SMS

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COMMUNICATION TYPES
WhatsApp Session Message
● WhatsApp Session messages are any messages sent and received in response to a user-initiated
message to your application.
● A Messaging Session starts with user’s first message to the application and lasts for 24 hours
starting from the most recently received message.
● You can wait for users to send a message on your app or you can send a Template Message to
invite the user to respond.

What are Message Templates?

● WhatsApp Template messages use pre-approved message templates for outbound notifications
like delivery alerts and appointment reminders which cannot be used for marketing.
● Templates required for ALL one-way notifications (media messages excepted for now).
● Message templates are reviewed to ensure compliance with policy.
● Approval/rejection will take up to 48 hours i.e. 2 business days.s days)

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UNDERSTANDING CUSTOMER’S
OPT-IN PROCESS
What is it?
A user must first share a consent to receive messages on WhatsApp by opting into them via a third party
channel. It must meet the following guidelines:
1.Active opt-in:
● Opt-in is triggered by a user.
● Must opt in with a visual element (slider) shown next to the WhatsApp name and logo.
● User should have control over what number is used through explicit action (e.g. typing in or editing).

2.Clear messaging:
● A user knows what type(s) of messaging he/she is signing up to receive on WhatsApp.
● Show language adjacent to the UI elements.

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OBTAINING USER CONSENT:

Obtaining user consent requires explicit opt-in.

There are various ways to obtain opt-in:
● During online transaction flow
● User preferences profile
● WhatsApp chat via “Contact Us” page if
integrated into CS Via email, SMS, or within
partner mobile app

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INTEGRATION – OPERATIONAL
REQUIREMENTS
1. Facebook Business manager Account
2. Active Mobile Number (not used for whatsapp previously)
3. Use-case Proposal document
4. Volume ,reach & ramp up plan
5. Engagement strategy
6. Key metrics to be achieved with proposal

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CASE STUDY — BFSI
USES OF WHATSAPP IN BFSI
Fintech
Retail Banking Wealth and Asset Management
● Payments and transfers.
● User and account registration. ● Intelligent risk assessment
● Client onboarding.
● Dual factor authentication. questions.
● Add/modify/delete payees.
● Branch and ATM locator. ● Portfolio rebalancing suggestions.
● Currency rate data and rate alerts.
● New service application and ● Portfolio performance analysis.
● Real-time financial market data.
checkbook, call back requests. ● Mutual fund and equity transactions.
● Lost or stolen card reporting.
● EMI calculator. Lending and Financing
● Monthly statement
● Mortgage offering that fits custom
profiles.
Markets and Exchanges
● Monthly loan statement and more.
● Currency rate data and rate alerts.
● Real-time financial market data.

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PERSONAL BANKER

● Route Mobile provides chatbots for retail

banking that checks your accounts, locate
ATMs, and lets you apply for new services.
● You can keep a track of your day-to-day
expenses, manage your accounts, or plug your
spending.
● Our chatbots for retail banking will transform
your smartphone to your personal banker.
● Goal: Reduce support cost while improving
customer satisfaction.
● Functionality: Account balances, spend analysis,
new credit applications, inline credit scores,
product clarifications, ATM locator. 19
ATM ASSISTANT

● ATM assistant is around the clock bot-on-

demand that locates ATMs enroute to your
destination.
● It also checks the ATM’s cash status for you.
● Goal: Improve customer satisfaction.
● Functionality: ATM search, ATM cash status,
ATM features (Cardless Cash Access)
● Integration with: ATM directory, ATM cash
management.

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 MONTHLY STATEMENT

● Banks send customers their statements every

month by mail, a slow method.
● With WhatsApp assistance customers can
request for monthly statement at ease thereby
saving time and money.

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CASE STUDY —
RETAIL
USES OF WABA IN B2C AND B2E — RETAIL

E-commerce F&B Retail Store

● Customer loyalty and ● Offers and Notification ● Self-service
points ● Customer loyalty and ● Customer loyalty and
● Offers and Notifications points points
● Logistics ● Logistics ● Store Locator
● Feedback and Review ● Feedback and Review ● E-bill
● Warehouse operations ● Warehouse operations ● Spending Analysis
● Stock management ● Stock Management ● Warehouse Operations
● Customer Care and FAQ ● Customer care and FAQ ● Stock Management
● E-bill ● E-bill ● Customer Care and FAQ

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E-COMMERCE

Ensure clarity for your customers with the

best deals on all their products by sending
them
● Order confirmations and updates.
● Replenishment reminders to stock up on
products.

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FOOD ORDERING
Customers can place orders of their
favourite food and beverage by simply
communicating with WhatsApp Chatbot.

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E-TICKET
● Customer can get E-ticket and notification
as soon as they book ticket.
● Consumers might not be on a data network
when they book their tickets. So we take 60
seconds and observe if we get a delivery
report from WhatsApp, if not, then we send
out an SMS confirmation as a fallback.

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CASE STUDY —
TRAVEL & TOURISM
USES OF WABA IN -TRAVEL & TOURISM
Hospitality
Airlines Online Travel
● Offers and Notification
● E-catalogue flight timing ● Itinerary
● E-catalogue of Rooms and
● Disruption Manager ● Offers and Notification
Packages
● Customer loyalty and ● Reservations
● ePayments
points ● Self-Service
● Customer Care and FAQ
● Offers and Notification ● Customer Loyalty and
Reservations
● Feedback and review Points
● Recommendation Engine
● Customer Care and FAQ ● Customer Care and FAQ
Feedback and Review
● Self Service ● Local insider
● Customer Loyalty
● Recommendation Engine ● E-ticket
Program
● E-ticket
● Disruption Manager
● Schedule Changes
● Gate Notification 28
HOTEL - RESERVATION
With whatsapp customers can:
● Easily view their current reservation
● See room details and upgrade their room
● Enroll in loyalty programs
● Find exciting shows and book a ticket
● Receive offers on their various shows and
restaurants

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FEEDBACK
● Feedback for hotel rooms are now just a
text message away. Collect actionable
feedback from your guests over a
Whatsapp chatbot.

● Feedback bot shows how a simple

feedback form can be made more
engaging using chat.

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CAB BOOKING

● Cab booking WhatsApp bot helps customer

to book cab anytime with his own comfort
● No need to install additional App
● Easy to use text based travel booking
● E-invoice and customer feedback

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DEMO VIDEOS: AIRLINES
● WhatsApp chat gives customers the control by
offering a self-service option that is available
24x7.

● Allows consumers to make purchases,

upgrades, or changes via simple text.

● Makes interaction personal by delivering travel

notification and advice that is fitted to a
consumer’s individual needs and preferences.

● E-tickets and boarding pass.

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CASE STUDY
HEALTHCARE
USES OF WABA IN - HEALTH CARE
Hospital & Health care centre Hospital & Health care centre
● Appointment Reminders ● Medication Reminders
● Test Results ● Medication Side Effects Reporting
● Repeat Prescription Due/ ● Customer Care and FAQ
Ready ● Feedback and Review
● Cancellation Appointment ● Disruption manager
● Medication Review
● Health Check Due
● Motivational Messages
● Centre Locator

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USES OF WABA IN - HEALTH CARE
● The PathLabs chatbot is a great example of a
WhatsApp chatbot being there for your clients
24x7.
● The chatbot lets users instantly check the
status of their pending reports, finds nearby
centres, shows test information and price, and
enables faster query resolution by guiding the
user through every step.

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DEMO APPOINTMENT BOOKING:
HEALTHCARE
If you are a doctor or a hospital manager, you will
know that a lot of time gets wasted in scheduling.

Hospital Staff gets tied up manually corresponding

with patients to do something as simple as setting
an appointment when they could be doing
something more valuable.

Imagine if a bot could handle all the mundane tasks

so that your staff is free to do more.

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CASE STUDY —
TELECOMMUNICATI
ON
CASE STUDY - TELECOM
Pay-as-you-go customers enjoy uninterrupted
carrier service.

They can top up data, renew their current

bundle or redeem latest offers with micro-
credit from operator.

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CASE STUDY - TELECOM
When a customer travels internationally:

● They receive a rich message displaying

rates and roaming plans.

● Customers can select a plan after

browsing them.

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USES OF WABA IN OTHER DOMAIN

HR Operation Entertainment
● HR Policies ● Alerts and Reminders ● Feedback and Survey
● Onboarding Process ● Customer Care and FAQ ● News
● Appointment/Interview ● Feedback and Review ● Notification for Exclusive
reminders ● Disruption Manager Content
● Test results ● Document Explainer ● Events Information
● Appointment cancellation ● Technical Support ● Weather Forecast
● Motivational messages ● Stock Management ● Disruption Manager
● Centre locator
● Training videos and
documents
● Feedback and Survey
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THANK YOU

Write to us at
[email protected]