WhatsApp Business integration

SpinOffice CRM offers a powerful integration with WhatsApp Business. This allows customers to send WhatsApp messages directly to your inbox, making it easy to respond. The integration runs directly from Meta Business. This integration allows you to communicate more efficiently with customers, share files, and use WhatsApp templates. These templates are managed in Meta Business Suite.

Requirements

To use the WhatsApp Business integration, you need:

• A SpinOffice Pro- or Enterprise license.
• A Meta Business Suite account with a valid payment method.

Important points to note

• Phone number:
  • Currently, only one WhatsApp Business account can be linked to SpinOffice.
  • Use a phone number that can be verified by Meta via SMS or a phone call.
  • We have no influence on the verification process of Meta.
• Current usage:
  We do not recommend using an existing WhatsApp or WhatsApp Business number because:
  • Chat history and groups will be lost during configuration.
  • The number can only be used in SpinOffice during integration (not on mobile phones, WhatsApp Web or desktop apps).
• Templates:
  • You can only start a conversation with an approved WhatsApp template. Once a customer responds, you can freely send messages without templates for 24 hours.
  • You do not need to use a template for incoming conversations.
• Administration:
  You create and manage templates in Meta Business Suite.

Costs

Various CRM providers that offer an integration with WhatsApp Business, such as Messagebird, charge extra costs per message or conversation on top of the costs that Meta charges per message. With SpinOffice you do not pay any extra costs.

Using the WhatsApp Business integration in SpinOffice entails the following costs:

• Start-up costs: none
• Annual costs: € 145
• Costs per conversation: a conversation can be started by a relation of yours or by your company. You only pay when you initiate a conversation by means of a template and when you reply to a message initiated by a relation. So you do not pay when you receive a message. All messages sent within a period of 24 hours fall under the same conversation costs. The costs per conversation vary per conversation category. Below we explain the different conversation categories. We advise to create templates from the utility category. The costs of using a utility template is € 0.0414 per conversation. You pay the conversation costs monthly via the Meta account. For more information, please see Meta Business pricing information.

WhatsApp Business conversation categories: Everything you need to know

The WhatsApp Business platform distinguishes four conversation categories, each with its own applications and characteristics. Below we highlight these categories and their main use cases.

Two types of customer conversations

WhatsApp makes a distinction between:

• Business-initiated conversations: proactive messages to customers who have opted in. These conversations always start with a pre-approved message template.
• Customer-initiated conversations: reactive conversations where customers reach out, for example for help or information.

The four categories of conversation

1. Utility

Utility conversations focus on practical, agreed-upon updates and transactions, such as order confirmations or shipping information. These conversations are always initiated by the business..

Examples of Utility usage:

• Appointment reminders:
  "Reminder: Your appointment at SpinOffice is next Wednesday at 1:00 PM. Coffee is ready."
• Order updates:
  “Thank you for your order! Your order number is 0123.”
  “Sorry, your order is delayed. We will ship it as soon as possible.” 
• Payment reminders:
  “Hi {{1}} we have received your payment. We will get started right away!”
• Account / Customer Service Messages:
  "Dear {{1}}, the reported issue has been resolved. Sorry for the inconvenience."
• Shipping information:
  “We deliver tomorrow between 14:00 and 18:00. Your order number is 0123.”

2. Authentication

Authentication conversations are used for security purposes, such as sending One Time Passwords (OTPs) during registration or verification.

Examples of Authentication usage:

• Account registration:
  “Your temporary password is Welcome01!. Change it immediately after your first login.”
• Two-step verification:
  “Your login code is 01234.”

3. Marketing

Marketing conversations are designed to promote products or services. Think of offers, back-in-stock notifications, or abandoned cart reminders.

Examples of Marketing Usage:

• Promotions:
  “Check out our new summer collection and be the first to score your favorite!”
• Back-in-stock updates:
  “The blue sneakers in your size are back in stock. Order quickly!
• Opening hours:
  “We are closed during the holidays. We will be ready for you again in January!”
• Shopping cart reminders:
  “Forgot something? Click here to complete your order.”

4. Service

Service conversations are always initiated by the customer. These can be questions about support, payments or other requests. These conversations often overlap with the other categories, but the main difference is that they are cheaper because the customer initiates them.

Getting Started with WhatsApp Business Platform

Are you excited about the possibilities? Contact us to get started!

Also take a look at the step-by-step plan to activate WhatsApp Business.