WhatsApp is a simple, secure, and reliable channel for medium to large businesses to reach customers all over the world. Expectations from businesses and customers alike have evolved. Today people want and expect to have the opportunity to communicate with businesses directly, from chat initiation to resolution.

With over 2 billion users, WhatsApp is the most used chat application around the world. Thus, it is a strong resource for sharing important and timely notifications, as well as real-time automated and personal customer support.

WhatsApp Main Specifications

Infobip is an official WhatsApp Business solution provider and you can manage all WhatsApp communications directly within the Infobip platform across multiple modules.

The WhatsApp channel supports a subset of features provided by the WhatsApp applications. Supported features include end-to-end encryption. The difference is that the application is deployed on a server and the client can use our API to programmatically send and receive messages and integrate this workflow with their own systems (CRM, customer care, etc.).

In addition to the API, Infobip enables businesses to use WhatsApp over the Infobip web interface. This delivers a simple solution without any integration efforts.


Rich messaging

Dramatically speed up the collection and verification process by collecting media files over chat with customers, including images, videos, files, and more.


Let customers send you their locations in real-time in order to resolve a number of cases where they need to be located e.g. estimated arrival for a delivery.


Quickly share contact information using the built-in contact share option in WhatsApp, so that customers can get to the right people quickly and save contacts.


Easily share documents with your customers over chat without having to use older or slower methods. Example sharing; invoices, legal docs, T&Cs, etc.

Available solutions


Try the interactive demo now to see WhatsApp in action. Add the following number to your contacts: +44 7860 064511 and send a message saying ˝Hi˝ over WhatsApp. Or scan the QR code below.

QR Code for Demo

This demo is an example of Answers, our chatbot building platform, set up with WhatsApp. As you use it, you will see the various capabilities of our tool when using WhatsApp as your communication channel.

Check the actual steps on creating a simple self-service chatbot here.

If you are already signed up with Infobip and you have your credentials to log in to the web interface, you can request a free trial for WhatsApp so you can send out some test messages to see if this solution is for you.

See Free Trials for information on requesting trials for channels.

WhatsApp Cloud Business

The WhatsApp Cloud Business is integrated over Cloud API that is hosted by Meta.

The communication process is as follows:

  1. Your business initiates the communication process by sending a message to the Infobip Communications Platform as a Service (CPaaS).
  2. The Infobip CPaaS receives the message and forwards it to the CPaaS internal components to check, verify, and execute billing and routing. The Infobip CPaaS forwards the message to the WhatsApp platform through the Cloud API that is hosted by Meta.
  3. The WhatsApp platform delivers the message to the end user's device.

The WhatsApp Cloud Business does not support certain message types. For more information, refer to Message types.

The display name for cloud senders cannot be changed.

Entry points

Entry points are a way how end-users can start a conversation with your business. End users can contact you to find information about a product, purchase a product, get customer service, request a loan, receive account statement, notifications about transactions, find the nearest branch, and so on, or simply to opt-in for future updates from your business.

Entry points can be online organic, online paid, or offline.

  • Ads that click to WhatsApp: A Facebook and Instagram ads in News Feed, Stories, and Marketplace, that have a CTA button which initiates the conversation with business over WhatsApp. These conversations are free for 72 hours meaning that you can send any templated message within that time-frame for free. Conversations that start through the ad are also fully trackable with our advanced full funnel analytics which will help businesses to see the user behavior and make data-driven decisions.
  • Discover businesses: Place your verified business in WhatsApp directory and enable users to find you inside the app. Users can enter full or part of the text to match the search results within the country. For example, if the phone number starts with +44 for the UK, only users with the same prefix will be able to find you. NOTE: Available only in Brazil, Colombia, Mexico, Indonesia, and the UK.
  • QR code: Add a QR code to your website home page or contact page, and to offline media such as product packaging, leaflets, and billboards. End users can scan the QR code to start a WhatsApp chat with you. They do not need to enter your WhatsApp number on their device.
  • Wa.me links: Add text links or deep links that lead to WhatsApp conversation to any place where you add links. Example: home page and contact page on company websites. The link format is https://wa.me/ (opens in a new tab), where number is the full phone number in international format.
  • WhatsApp number: Include your WhatsApp number in the home page and contact page on company websites, posts, videos, and profile descriptions on social media.
  • Call to action buttons and visuals: A clickable visual with wa.me link which can be placed on the home page and contact page on company websites, digital ads on social media other than Facebook and Instagram. When end users click the button, they are redirected to the WhatsApp app on their device. End users can then start a conversation with you.
  • Call deflection: Add a call deflection option through IVR menu and automated call messages.


To use WhatsApp, you need to sign up (opens in a new tab) for a free account. See: Create an Account for more details.

Free trial

Once you create an account, you are automatically enrolled to a free trial until you run out of allocated free credits.

Here some WhatsApp-specific details to keep in mind while on the free trial:

  • You're assigned a shared Infobip-branded sender. If you wish to have a dedicated sender registered, you will need to request the sender in the last onboarding stage and go through the approval and registration procedure with guidance from the Infobip team.

Upgrade to a paying account

At any time, you can decide to finish the free trial and upgrade your account. Use the Upgrade options button on the Home page to view available billing options.

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