Kommo has just launched an official built-in WhatsApp Business API integration.
WhatsApp for small business integration has been an integral part of Kommo CRM for quite some time now. And we are happy to announce that we’ve just added one more integration in partnership with Gupshup that can make your WhatsApp experience even smoother. 👻
In this article, you will find everything you need to know about Kommo's built-in WhatsApp Business API integration, why you should use it, how it works, and how to connect it in Kommo. Plus, find out what Kommo has in store for you for trying out our new integration.
WhatsApp Business API Integration vs. WhatsApp for Small Business Integration
If you’ve been using Kommo’s for a long time, you probably know about the WhatsApp for Small Business integration.🤓
Whatsapp for Small Business is a free built-in integration that can be easily connected to the CRM using a QR code. It works best for small businesses that want to communicate and nurture their leads via WhatsApp without leaving Kommo.
However, keep in mind that this integration is not suitable for mass messaging campaigns to new leads who don't have you saved in their contacts.
WhatsApp Business API integration, on the other hand, is an official API integration for your WhatsApp Business Account (WABA) that uses paid template messages when initiating a conversation. It allows for massive outreach and interactive buttons to your messages.
Unlike a free WhatsApp for Small Business, WhatsApp Business API integration comes at a premium cost.
WhatsApp Business API Integration: Benefits
In addition to streamlining communication with your leads and clients, as well as saving you time and effort, this particular WhatsApp Business API integration comes with many benefits.💃
Some of the benefits include:
Creating and managing WABA without leaving Kommo
Getting WhatsApp templates approved
Tracking messaging statistics
Topping up your balance
The integration keeps continuously updating. So, stay tuned for more features. 😉
WhatsApp Business API: Pricing
When using WhatsApp Business API integration, you will incur two types of fees:
Meta’s Standard Pricing for WhatsApp API
Kommo’s Messaging Inbox
Kommo will charge an additional $0.002 for each message sent or received.
👉Meta rates depend on the country the user is from. 🌎 Check Meta’s rate cards for more details.
Are all conversations paid?
Now, let’s start with some great news!
Every WABA account gets the first 1000 client-initiated conversations each month for FREE.
Sending additional messages with WhatsApp Business API integration, however, does come at a cost.
But remember, the 1K threshold stays the same no matter how many numbers are attached to your WABA account or how many client-initiated conversations you had in the previous month.
In addition, all the initiated conversations with your business via a call-to-action (CTA) button on Ads that click to WhatsApp or a Facebook Page CTA will be free of charge. However, any subsequent conversations that occur after the 72-hour window will be charged at a regular rate.
Any business-initiated conversation will be subject to Meta’s standard pricing.
Knowing how much your customers will love the experience, Kommo will give you $1 to try WhatsApp Business API integration and see it yourself. So, you’ve got nothing to lose.😉
How the WhatsApp Business API Integration works
Now you’re probably wondering how it actually works.
Once you connect the integration to Kommo, every time a new lead gets in touch with you on WhatsApp, they will appear as a new chat in your inbox. 📥
Just like that: 👇
Receiving incoming messages in Kommo
When you click on the lead, you’ll be able to reply to them either by typing a message or using one of the approved templates.⌨️
How to reply to WhatsApp messages in Kommo
📌Please note: With the WhatsApp Business API integration, you have 24-72 hours to respond to your lead’s message, depending on the conversation category. However, you can use an approved template to reply after the window closes.
To check your current messaging limits:
Go to Facebook Business Page > WhatsApp Manager > Overview Dashboard > Insights tab:
Checking Messaging Limits in the Insights Tab
📌Please Note: You may have messaging limitations based on the volume and the quality of the messages you send. To learn more, visit the official WhatsApp page.
All custom templates should be approved by WhatsApp before you can start using them.
Within the templates, you can include:
Media: images, files, documents
Interactive buttons: quick replies or link buttons
Select the Meta Business account that you want to connect and click Next.
Selecting the Meta Business account
Create or select your WhatsApp Business account and click Next.
Creating/selecting a WhatsApp Business account
Once your WhatsApp Business account is ready, verify your phone number associated with it via text message or phone call, click Next, and then Finish.
Verifying the phone number
Here, you need to select your phone number and click Confirm.
Confirming the phone number
Ta-daaa, your WhatsApp Business Manager is now connected!🥳The phone number will appear in the Kommo WhatsApp manager under Connected WhatsApp accounts section.
Step 3: Create message templates
To start a business-initiated conversation, Meta requires you to use a message template, which must be approved first. These templates can be anything from welcome messages to appointment reminders, shipping updates, or anything that fits your business needs.
To create your first template, in your WhatsApp manager:
Click Create a template.
In the pop-up window, fill out the required fields, including your Template name, Message type (e.g., transactional or marketing), Language (you can create a template in any language of your choice), and the Text of the message itself. You can also add a header and a footer to your message.
The preview of your template on the right shows you how the message will look for your lead or client.🔍
💡 To make the message more personalized add placeholders with your lead’s details.
Creating WhatsApp templates Kommo
If you decide to use a placeholder, Meta will ask you to provide the placeholder example for a review. An additional field will appear at the bottom of the pop-up window.
Add interactive Quick reply buttons if you want to further automate the communication process with your leads and client.
Link & Quick Reply buttons
📌Please note: You can edit the template while it’s still in the draft stage. However, once you click Submit for review, your template will be sent to Meta for approval, and you’ll no longer be able to make any changes.
When you’re done, hit Submit for review to send the template for Meta’s approval.
Submitting a template for Meta’s approval
How to get a message template approved
Here are a few tips on how to make sure your WhatsApp message template gets approved:
Include a visual sample of how your template will appear to customers
Kommo WhatsApp integration is a great way to reach clients using their favorite communication channels.📣 From the first interaction all the way to the post-purchase survey, you can chat with your clients using one platform equipped with tools that make the process seamless for you and your customers.
Our team is working hard to make your Kommo experience even better. This is a new integration, and we will continue adding new features in the future. We are looking forward to hearing your feedback.🤩
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