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Introduction to WhatsApp BusinessLeveraging India’s most popular
messaging platform for business
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imimobile is…
…with a track record of international service delivery
…an established software provider … operating in fast growing markets
… for our clients worldwide
• Helping companies to engage with their customers on digital
channels
• 20 years experience in mobile
• Delivering services in 60+ countries from cloud infrastructure
Rapid growth of smartphone usage globally
Customers increasingly demand mobile experiences
Companies recognise they need to invest in mobile and digital
Delivery of multi-channel communication, across multiple
organisation departments and in different geographies is
complex
2003 First products sold in India and $1m revenue
2007 Internationalisation began
2010 Acquisition of WIN plc (AIM listed)
2012 IBM licensed imidigital in 17 countries
2014 AIM Listing and acquisition of Textlocal
2015 Acquisition of Archer Digital and launch of Textlocal in India
2017 Acquisition of Sumotext in US, Infracast & Healthcare
communications in UK
2018 Acquisition of Impact Mobile in Canada
2019 Acquisition of 3C Interactive in USA
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Our global clientele
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And many more…
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Industry Recognition
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imimobile’s association with WhatsApp
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As a verified WhatsApp Business solution provider, we can
help you to seamlessly integrate WhatsApp Business to drive
customer engagement through intelligent, context aware
messaging.
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102M
messages sent every
day to businesses
around the world
of WhatsApp users
agreed that WhatsApp
fostered a personal
connection to business
of WhatsApp users
agreed that WhatsApp is
the easiest way to
connect to a business
Source: Motivations and Mindsets in Messaging by Sentient Decision Science – A Facebook commissioned study
64% 68%
Engagement PreferenceReach
Why businesses depend on WhatsApp?
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77
Source: WhatsApp Internal Data, Dec 2018
~500 million people use
WhatsApp every month
APAC region
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What is WhatsApp Business API?
WhatsApp Business API allows enterprises to reach users on
WhatsApp through verified business accounts
WhatsApp primarily intends the channel to act as a medium for
1. High value transactional notifications
2. Customer support
3. No promotional content
WhatsApp Business API allows enterprises to delivery high volumes
of notifications as opposed to WhatsApp for Business App which is
entirely manual and designed for very small businesses
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Notes:• Promotional messages are currently not allowed to be sent via the WhatsApp Business API• Customers must opt in to receive notifications
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Understanding WhatsApp message templates
Templates – HSMs – Approval Required
• WhatsApp allows businesses to register and use message templates – also
known as Highly Structured Messages. This special message type is used to
create templates for common reusable transactional messages which are sent
from businesses to their customers
• All messages have 1024 characters. Media-rich messages can have 1144
characters (header- 60, body-1024 and footer- 60) whereas text messages can
have 1024 characters
• Notifications can be sent in a pre-defined language or localized to user’s
device language settings
• All transactional messages must be sent using the Highly Structured Message
type. Freeform text is only permitted by WhatsApp when you are responding
within 24 hours of a customer reaching out to you
Brand
Notification Types
• Account Update
• Alert Update
• Appointment Update
• Issue Resolution
• Payment Update
• Personal Finance
Update
• Reservation Update
• Shipping Update
• Ticket Update
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Understanding WhatsApp message templates
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Messages – Rolling 24 hours window
WhatsApp currently supports the following message types –
• Text Messages
o 1024 characters
o Preview URL
• Media messages
o Audio
o Document
o Images
o Video
• Contacts Messages
• Location Messages
Customer care messages also known as “session messages” are free of cost for up to 24 hours from last user response
Brand
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Opt-in guidelines
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A user must first consent to receive messages in WhatsApp by
opting into them via a third party channel. It must meet the
following guidelines:
• Active opt-in: Opt-in is triggered by a user
• Opt-in can be taken over a 3rd party channel other than
WhatsApp. It can be as simple as taking opt-in over a
missed call as well or any other existing channels such as
SMS, voice, e-mail or website
• Clear messaging: A user knows what type(s) of messaging
he/she is signing up to receive on WhatsApp
• Show language adjacent to the UI elements
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SIGN-POSTS ENTRY-POINTS
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WhatsApp us on
+447520331960OR
Click here
DESKTOP
MOBILE
Text in to
WA numberScan QR
code
Scan me
Launch with
button click
<URL>
Launch with
link click
OR
Custo
me
r in
itia
tes
co
nta
ct via
OR
Receive
notification
over WA*
*Should be compliant to the notification types allowed by WA
Online or Print
Mobile webIVR deflection
Opens in WhatsApp for
Business
WhatsApp entry points: customer initiated
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A note on phone numbers
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Every WhatsApp account is a phone number. The phone number that you intend to use with
WhatsApp must be clean, that is, with no previous registration or affiliation with WhatsApp. It
is recommended for the support team to handle the number.
There are 3 types of eligible phone numbers for this product:
Landlines - Probably the easiest to use as long as the developer can pick-up a phone call
when doing the setup.
Cellphones - Can be used as long as the number has not been used for WhatsApp in the
last 6 months.
1-800 or toll-free numbers - Possible as long as the phone number is capable of receiving
SMS or voice calls directly. You will not be able to use numbers that are behind IVR.
However, WhatsApp can provide with 1 or 2 phone numbers from which the call originates,
which can be whitelisted.
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Security and data handling
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Data security - WhatsApp’s end-to-end encryption ensures only
the customer and the business you're communicating with can
read what's sent, and nobody in between, not even WhatsApp. All
customer data traversing the platform is encrypted using TLS or
Noise Pipes. WhatsApp communications are encrypted with
customer-specific keys.
Data storage and handling - WhatsApp doesn't store messages
or customer contacts. Only the business and WhatsApp business
solution provider have access to the data. Any unauthorized third
parties cannot discern the content of these messages.
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Messaging limits determine how many unique users your business can send messages to on a daily basis. This includes new
conversations as well as existing conversations with users. The messaging limit does NOT limit the number of messages your
business can send, just the number of users you are trying to message.
It also does NOT apply to messages sent in response to a user-initiated message within a 24-hour period.
Tier 1: Allows your business to send messages to 1K unique customers in a rolling 24-hour period.
Tier 2: Allows your business to send messages to 10K unique customers in a rolling 24-hour period.
Tier 3: Allows your business to send messages to 100K unique customers in a rolling 24-hour period.
A business’s phone number will be upgraded to the next tier if:
Its quality rating is not low, and
The cumulative amount of users it sends notifications to adds up to twice its current messaging limit within a 7-day period.
Messaging Limits
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Using WA for sending service invoices
and estimates. Implementing agent
handover now
Using WA for service bookings, chat
with agent and brochure download
Using WA for test drive booking,
brochure download and dealer locator
Using WA for test drive booking,
brochure download and registering
complaints
Using WA to send updates on claim
process and use as a support channel
to attend website enquiriesz
Using WA to send stages of loan
processing & reminders etc
Automotive BFSI
WhatsApp Case Studies
Using WA to send notification about
registration, exam details, class
change schedule etc,
Using WA to send updates on claim
process and use as a support channel
to attend website enquiriesz
Using WA to send stages of loan
processing & reminders etc
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Using WA to send updates, alerts and
notifications to parents on the
modules and exams their kids take on
their e-learning app
Using WA to send new module
updates & notifications about their e-
learning app
Using WA to send notification about
registration, exam details, class
change schedule etc,
Retail Education & e-Learning
WhatsApp Case Studies
Implemented Britannia’s most popular
campaign – Britannia Khao world Cup
Jao for retailers on WA. Also used for
internal sales reports, retailer on-
boarding
Using WA for sharing purchase
invoice and customer support
Using WA for collecting user profiles
and engagement for a campaign.
User uploads a video message for the
brand through WA.
Using WA to send invoice, payment
received etc, auto reply services.
Using WA to open as support channel
and send reminders to customers
about the product
Using WA for customer
engagement with contest
Using WA for sending reminder
notification of subscription when
due
Media & Entertainment
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Using WA to send appointment
booking details and handle queries
Using WA to send notifications:
appointments, reports, reminders etc
Using WA for sending appointments
and reports.
Using WA to help patients book an
appointment, get confirmation and also
query in case of help/agent support
Medicine updates and updating on credit
points post purchase
Healthcare
WhatsApp Case Studies
Using WA to send booking updates
and tracking details
Online advocate consultation platform,
will be sending enquiry details to
advocates & advocate details to
users.
Using WA to send updates and
receive QR codes for offers on their
conversation app
Using WA for field sales people to
share location updated with their
manager on the app
Miscellaneous
Using WA to share game scores of
candidates with HR. The score is
determined by asking candidates to
play a game to understand the
potential.
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WA used by trucker partners to bid for
a ride. Lowest bidder is assigned the
ride. Used in Tamil language.
Startups
Using WA for sending service invoices
and estimates. Implementing agent
handover now
WhatsApp Case Studies
Benefits of building WA Flow on imiconnect
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BUSINESS
EVENTS
RULE ENGINE
WORKFLOWS
INTEGRATION
ACTIONS
CHANNEL
EVENTS
INTERACTIONS
SALES
MARKETING
OPERATIONS
SUPPORT
Voice
SMS
In-app
messages
Messenger
Twitter DM
Push
notifications
Apple
business
chat
RCS
Orchestrate multi-channel experiences using a single platform, imiconnect
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imiconnect -WhatsApp Integration Advantage
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Faster Time to Market
Automate end-to-end customer journeys using our Visual Flow Builder
and start engaging with customers 10x faster. Our visual flow builder
offers 20+ pre-built nodes for interactive communication automation
AI-powered Conversational Engagement
Enable conversational customer engagement using our integrated NLP
and AI capabilities. Get access to 15+ pre-built NLP functions on
chatbots such as date/time recognition, sentiment analysis and more.
Multi-channel API
Easily integrate and deploy messaging on 10+ channels out-of-the-box
with our multi-channel API and interact with your customers anywhere in
the world.
Intelligent Fallback
Track message status using real-time delivery and read receipts.
Intelligently fallback to SMS or other channels for delivering time-
sensitive messages.
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Approval process
o imimobile will share a pre-qualification to be filled out
o Client to complete Facebook business verification
o Facebook then approves the brand
o Once approved, pick a phone number for WhatsApp
o WhatsApp certificate generation and tenant set up
o Configure system integrations, if any
o Configure use-case on imiconnect
o Apply for official business account
o Go Live!
Getting started Go Live
Implementation of WhatsApp Business
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o Promotional content can NOT be pushed to users from the brand. All HSM templates are approved by Facebook before
they can be triggered to the end customer
o User opt-in is mandatory for brands to send notifications and HSMS to its users on WA platform
o HSM [highly structured message can be pushed to User from Brand only on certain action by the user or if the user opted in
to be reminded in a certain case.
o On WA platform, for every request from user, brand will be able to engage with the user for 24 hours. Brand can push
images, videos, texts. This 24 hours is a rolling window and resets every time a customer messages the brand. The brand
cannot send further messages after this 24 hour window expires.
o Make the messages highly personalized and useful to users. Avoid sending open-ended welcome or introductory
messages.
o Be mindful of messaging frequency; avoid sending customers too many messages a day. Be thoughtful of informational
messages, optimizing for content and length.
o The messages must abide by the WhatsApp business policy - https://www.whatsapp.com/legal/business-policy/
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Do’s and Don'ts – WhatsApp API best practices
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API Security
Encrypted data (http, https). Whitelisting. Access control. Rate limiting.
Input validations. JWT from mobile to backend. HUB secret.
Network Security
All data passes through firewall. Security Zoning and Network segmentation
implemented. Systems accessible only from JUMP host. Each user has their
own private keys.
Data Security
Customer transaction data stored using KMS. Encryption key at client level.
Transactional data backed up in Amazon S3.
Account Security
Passwords stored in hashed format. Enforced security privacy policy.
Email validation and CAPTCHA. Inactivation after 30 minutes Activity logs.
Platform Security
Vulnerability scan for every release. Penetration testing for every major
release by certified ethical hacker. BACP performed yearly once.
SDK Security
Obfuscated using Dexguard. Communications secured through HTTPS. RTM
secured using SSL. Encryption using AES.
imiconnect is hosted on AWS Mumbai in high availability zones.
Below is a brief summary of security setup at various levels.
Platform Security Overview
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Security & Quality Certifications
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Information Security Management System Certification 27001
ISO 9001 – 2015 Certification on Quality Management
Service Management System Certification ISO 20000
ISO/IEC 27001 is the best-known standard in the family
providing requirements for an information security
management system (ISMS). This standard will help an
organization manage the security of assets such as
financial information, intellectual property, employee
details or information entrusted to you by third parties.
The ISO 9001 – 2015 qualifies where product meets
customer and applicable statutory and regulatory
requirements, and
aims to enhance customer satisfaction through the
effective application of the system.
ISO 20000-1 IT Service Management ensures day to
day service delivery is carried out in a way that drives
customer satisfaction through improved service and
leads and also ensure the effective running and
delivery of IT services.
Contact Us
Plot No. 770, Road No 44
Jubilee Hills, Hyderabad 500 033
India
Phone: +91 95021 95021
Email: [email protected]
Thank you
