Introduction to

WhatsApp Business
Leveraging India’s most popular
messaging platform for business
imimobile is…
…an established software provider … operating in fast growing markets
• Helping companies to engage with their customers on digital Rapid growth of smartphone usage globally
channels Customers increasingly demand mobile experiences
• 20 years experience in mobile Companies recognise they need to invest in mobile and digital
• Delivering services in 60+ countries from cloud infrastructure Delivery of multi-channel communication, across multiple
organisation departments and in different geographies is
…with a track record of international service delivery complex

2003 First products sold in India and $1m revenue

2007 Internationalisation began … for our clients worldwide
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

And many more…

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Industry Recognition

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imimobile’s association with WhatsApp

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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Why businesses depend on WhatsApp?

Reach Engagement Preference

102M 64% 68%

messages sent every of WhatsApp users of WhatsApp users

day to businesses agreed that WhatsApp agreed that WhatsApp is
around the world fostered a personal the easiest way to
connection to business connect to a business
Source: Motivations and Mindsets in Messaging by Sentient Decision Science – A Facebook commissioned study

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 APAC region

~500 million people use

WhatsApp every month

Source: WhatsApp Internal Data, Dec 2018

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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

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

Notification Types
• Account Update
• WhatsApp allows businesses to register and use message templates – also • Alert Update
known as Highly Structured Messages. This special message type is used to • Appointment Update
• Issue Resolution
create templates for common reusable transactional messages which are sent
Brand • Payment Update
from businesses to their customers • Personal Finance
Update
• All messages have 1024 characters. Media-rich messages can have 1144 • Reservation Update
characters (header- 60, body-1024 and footer- 60) whereas text messages can • Shipping Update
have 1024 characters • Ticket Update

• 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

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Understanding WhatsApp message templates

Messages – Rolling 24 hours window

WhatsApp currently supports the following message types –
• Text Messages
o 1024 characters
Brand
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

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Opt-in guidelines

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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WhatsApp entry points: customer initiated
SIGN-POSTS ENTRY-POINTS

OR WhatsApp us on
OR Email
+447520331960

Scan me
DESKTOP

Scan QR Text in to Receive

Customer initiates

code WA number notification Online or Print

over WA*
contact via

Click here OR <URL>

Launch with Launch with
MOBILE
button click link click

Opens in WhatsApp for

Business
*Should be compliant to the notification types allowed by WA
IVR deflection Mobile web

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A note on phone numbers

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

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
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.

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WhatsApp Case Studies
Automotive BFSI

Using WA to send updates on claim

Using WA for sending service invoices Using WA for test drive booking, Using WA to send updates on claim process and use as a support channel
and estimates. Implementing agent brochure download and registering process and use as a support channel to attend website enquiriesz
handover now complaints to attend website enquiriesz

Using WA for test drive booking, Using WA for service bookings, chat Using WA to send stages of loan Using WA to send stages of loan
brochure download and dealer locator with agent and brochure download processing & reminders etc processing & reminders etc

Using WA to send notification about

registration, exam details, class
change schedule etc,

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WhatsApp Case Studies
Retail Media & Entertainment Education & e-Learning

Implemented Britannia’s most popular Using WA to open as support channel Using WA for customer Using WA to send updates, alerts and
campaign – Britannia Khao world Cup and send reminders to customers engagement with contest notifications to parents on the
Jao for retailers on WA. Also used for about the product modules and exams their kids take on
internal sales reports, retailer on- their e-learning app
boarding

Using WA for collecting user profiles Using WA to send invoice, payment Using WA for sending reminder Using WA to send new module
and engagement for a campaign. received etc, auto reply services. notification of subscription when updates & notifications about their e-
User uploads a video message for the due learning app
brand through WA.

Using WA for sharing purchase Using WA to send notification about

invoice and customer support registration, exam details, class
change schedule etc,

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WhatsApp Case Studies
Miscellaneous
Healthcare

Using WA to send appointment Using WA to help patients book an Using WA to send updates and Online advocate consultation platform,
booking details and handle queries appointment, get confirmation and also receive QR codes for offers on their will be sending enquiry details to
query in case of help/agent support conversation app advocates & advocate details to
users.

Using WA to share game scores of

Using WA for sending appointments Using WA to send notifications: Using WA to send booking updates
candidates with HR. The score is
and reports. appointments, reports, reminders etc and tracking details
determined by asking candidates to
play a game to understand the
potential.

Using WA for field sales people to

Medicine updates and updating on credit share location updated with their
points post purchase manager on the app

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WhatsApp Case Studies
Startups

Using WA for sending service invoices

and estimates. Implementing agent
handover now

WA used by trucker partners to bid for

a ride. Lowest bidder is assigned the
ride. Used in Tamil language.

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Benefits of building WA
Flow on imiconnect
Orchestrate multi-channel experiences using a single platform, imiconnect
SALES Voice

SMS

E-mail
BUSINESS CHANNEL
MARKETING Push
EVENTS EVENTS
notifications
RULE ENGINE RCS

WhatsApp
OPERATIONS
Messenger
WORKFLOWS
Twitter DM
INTEGRATION
ACTIONS INTERACTIONS
In-app
SUPPORT messages

WeChat
Apple
business
chat

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imiconnect -WhatsApp Integration Advantage
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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Implementation of WhatsApp Business

Approval process Getting started Go Live

o imimobile will share a pre- o Once approved, pick a phone o Configure use-case on
qualification to be filled out number for WhatsApp imiconnect
o Client to complete Facebook o WhatsApp certificate o Apply for official business
business verification generation and tenant set up account
o Facebook then approves the o Configure system integrations, o Go Live!
brand if any

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Do’s and Don'ts – WhatsApp API best practices
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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Platform Security Overview
imiconnect is hosted on AWS Mumbai in high availability zones.
Below is a brief summary of security setup at various levels.

API Security SDK Security

Encrypted data (http, https). Whitelisting. Access control. Rate limiting. Obfuscated using Dexguard. Communications secured through HTTPS. RTM
Input validations. JWT from mobile to backend. HUB secret. secured using SSL. Encryption using AES.

Account Security Data Security

Passwords stored in hashed format. Enforced security privacy policy. Customer transaction data stored using KMS. Encryption key at client level.
Email validation and CAPTCHA. Inactivation after 30 minutes Activity logs. Transactional data backed up in Amazon S3.

Platform Security Network Security

Vulnerability scan for every release. Penetration testing for every major All data passes through firewall. Security Zoning and Network segmentation
release by certified ethical hacker. BACP performed yearly once. implemented. Systems accessible only from JUMP host. Each user has their
own private keys.

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 Security & Quality Certifications
Information Security Management ISO 9001 – 2015 Certification on Service Management System
System Certification 27001 Quality Management Certification ISO 20000

ISO/IEC 27001 is the best-known standard in the family The ISO 9001 – 2015 qualifies where product meets ISO 20000-1 IT Service Management ensures day to
providing requirements for an information security customer and applicable statutory and regulatory day service delivery is carried out in a way that drives
management system (ISMS). This standard will help an requirements, and customer satisfaction through improved service and
organization manage the security of assets such as aims to enhance customer satisfaction through the leads and also ensure the effective running and
financial information, intellectual property, employee effective application of the system. delivery of IT services.
details or information entrusted to you by third parties.

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Thank you

Contact Us

Plot No. 770, Road No 44

Jubilee Hills, Hyderabad 500 033
India

Phone: +91 95021 95021

Email: whatsapp@textlocal.in