"Customer service window" - 24 hours from the moment of receiving the last message from the client.
If a client starts a WhatsApp conversation, no consent or templates are required within the "Customer service window", session messages are not charged.
Messages that you send to the client outside of the "Customer service window", including if you want to write first in WhatsApp, must follow a template (HSM - Highly Structured Message) and the client must provide the consent of such messages in advance. For sending each template message, the cost is charged according to WhatsApp tariffs.
Message templates for sending outside of the "Customer service window" are pre-agreed with WhatsApp and should not be promotional or sales-oriented. Templates approval is free at any tariff. Templates can be with buttons.
If a customer responds to a template message, a free "Customer service window" opens, which does not require templates.
Pictures and photos
PNG and JPEG images up to 5MB
MP4 and 3GPP video files up to 16Mb
Audio and voice messages
Audio files MP3, OGG, AMR, AAC and voice messages up to 16Mb
Documents and files
Documents, files, archives up to 100MB
Incoming attachments from the client are included in the tariffs. Outgoing attachments to the client up to 5MB are included in the tariffs. For tariffs 100 and 1000, outgoing attachments to a client over 5MB at a tariff of 1 € per 1 GB.
Frequently asked questions
Once a phone number is registered on the WhatsApp Business API, it cannot be used for WhatsApp Business or the WhatsApp consumer app. A phone number can be upgraded to the WhatsApp Business API, but not downgraded. WhatsApp Business API is a direct connection to CRM\Zapier, you will communicate with customers on the computer in the CRM web interface or on the phone in the CRM application.
The client is active if he sent you a message in this calendar month or you sent him
The number of received or sent messages is not counted in the tariff
The number of your operators is not counted in the tariff
The total number of subscribers per number is not taken into account in the tariff, only active in a calendar month
The tariffs are added up, i.e. you can use, for example, a tariff for 300 users or 3000 users
All prices are fully indicated on the site, there are no additional payments on Facebook or WhatsApp
Any your number, mobile, landline, or IP telephony, can be connected to the WhatsApp Business API.
Several employees can work simultaneously through one WhatsApp Business API number. In this case, the distribution of incoming occurs through the CRM system.
Ways to obtain user consent for mailings: a message in WhatsApp, a link to a page with a switcher, an offline QR code, a widget with a checkbox to the site, API.
For tariffs 500+, it is possible to get a "Verified business account" with a name instead of a phone number and a green checkmark ✅ in the profile.
ChatArchitect is WhatsApp Official ISV and working with several BSP’s for providing WhatsApp Official Integration right into your CRM or ServiceDesk. We have integrations with the following list of BPSs: Whatsapp via our Preferred Business Partner, 360dialog, Edna. Twilio - coming soon.
ChatArchitect is GDPR compliant because the platform stores only API keys and do not keep any of your data. Any chat data such as messages and documents stay within WhatsApp which adheres already to GDPR regulations. When data is transferred to ChatArchitect, it is immediately transferred to your CRM or ServiceDesk via the API.
The official WhatsApp Business API has the ability to use buttons - both in mailings and in regular messages.
There are three types of buttons:
Hint button for quick entry;
Website link button;
What business is it suitable for?
For any business, if you comply with the terms of the WhatsApp Business policy и Commercial WhatsApp policy. Exception - it is prohibited to use the WhatsApp Business API solution to send messages to or from the following countries and regions: Iran, DPRK, Crimea, Cuba, Syria.