Short answer: use the WhatsApp Business app if one person answers from one phone. Use the WhatsApp Business Platform (the Cloud API) when several people need to answer from one number in a shared inbox, or when you want WhatsApp next to website chat and email.
What is the WhatsApp Business app?
The WhatsApp Business app is a free app that runs on one phone and suits a very small business where the owner answers customers directly. Its limits show as you grow: the conversations live on one device, a second person cannot easily share the inbox, and chats sit apart from your other channels.
The app is free, runs on a phone and is simple. It suits a very small business where the owner answers customers directly. Limits appear as you grow: the conversation lives on one device, a second person cannot easily share the inbox, and your chats are not next to your other channels.
What is the WhatsApp Cloud API?
The WhatsApp Business Platform, or Cloud API, connects a business number to software so several people can answer from one inbox. Conversations can be assigned and annotated and replies tracked. Meta sets rules for it, including a reply window and approved templates, and you need a Meta business account.
The API connects a WhatsApp business number to software. Several people can answer from one inbox, conversations can be assigned and noted, and replies can be tracked. Meta sets rules for it:
- A reply window. You can answer freely only within a window after the customer writes to you.
- Templates. To start a conversation or reply after the window closes, you must use a message template that Meta has approved.
- Setup. You need a Meta business account and app, a WhatsApp business number connected to it, and an access token.
A number registered with the API is managed through the API, so plan which number you use and check Meta's current rules for your number.
Which one should I choose?
Choose the app if one person answers from one phone. Choose the API through a shared inbox if a team answers, if you use more than one channel, or if you want WhatsApp next to website chat and email. The API adds rules, such as templates, but gives your team one place to work.
- One person, one phone, a handful of chats a day: the app.
- A team, or more than one channel, or you need history in one place: the API through a shared inbox.
- You want WhatsApp, website chat and email in one list: the API through a shared inbox.
How do I connect WhatsApp to Frosvo?
Save your phone number ID, business account ID, access token, app secret and a verify token in Frosvo, register Frosvo's callback address with Meta, then send a test message. Conversations then arrive in the same inbox as website chat and email. The step-by-step guide covers each field.
Frosvo connects to WhatsApp through the Cloud API, so conversations arrive in the same inbox as website chat, email and your other channels. You save your phone number ID, business account ID, access token, app secret and a verify token, register Frosvo's callback address with Meta, and send a test message. The step-by-step guide is Connect WhatsApp Business.
What are good habits for WhatsApp support?
Keep answers short because people read WhatsApp on a phone, reply within the reply window, use approved templates for anything later, and reuse saved replies for common questions. Watch each message's delivery status in the Channels screen so a failed message does not go unnoticed.
- Keep answers short; people read WhatsApp on a phone.
- Reply within the window; use approved templates for anything later.
- Use saved replies for the questions you answer every day.
- Watch each message's delivery status in the Channels screen.
See all the channels Frosvo connects in the channels guide, or start free and add your website chat first.