Turn WhatsApp Enquiries Into Organised Customer Conversations

The WhatsApp Business App is designed primarily for small businesses that manage conversations manually from a phone or linked device.

WhatsApp Business API is designed for businesses that require:

• Multiple team members
• Centralised conversation management
• Automated workflows
• Chatbots and customer journeys
• Approved campaign broadcasts
• CRM and website integrations
• Transactional notifications
• Conversation assignment and tracking
• Reporting and analytics

The right solution depends on the number of enquiries, users, campaigns and automation requirements.

Yes. Once the number is connected to the WhatsApp Business Platform, authorised team members can handle conversations through the centralised web dashboard.

The availability of separate users, access roles, departments and conversation assignments depends on the selected platform plan and implementation scope.

For security and accountability, use individual user access wherever supported instead of sharing one password across the entire team.

Yes, an existing number may be eligible for registration with the WhatsApp Business Platform.

Under a standard migration, you may need to disconnect the number from the existing WhatsApp or WhatsApp Business App before API registration.

Some eligible numbers and supported platform configurations may allow coexistence between the WhatsApp Business App and the API. Our team will verify the number, provider compatibility and available migration route before beginning registration.

Businesses may also register a new number dedicated to the WhatsApp Business Platform.

This depends on the onboarding method, provider support, and the number's eligibility.

Under standard API registration, the number cannot continue operating in the regular WhatsApp Business App. However, Meta now supports coexistence in certain eligible configurations, allowing an existing WhatsApp Business App number to work alongside the API.

Webdoux will verify whether coexistence is supported for the selected platform before recommending migration.

For our implementation process, the business must complete the applicable Meta business verification and WhatsApp onboarding requirements.

Webdoux will help initiate the process and guide the client in submitting the required business documents and information. Meta controls final verification and approval, and Webdoux cannot guarantee it.

Meta business verification is different from a paid Meta Verified subscription or an Official Business Account badge.

The exact requirements may vary by business and Meta's verification process. Commonly requested information may include:

• Registered business name
• Business registration documents
• Registered business address
• Business phone number
• Website and domain email address
• GST or other applicable registration details
• Authorised representative information

The business information submitted must be consistent across the documents, website and Meta Business Portfolio.

Standard WhatsApp Business API setup generally takes three to five working days after we receive the required documents, number access, business information, and approvals.

Custom workflows, CRM integration, ecommerce integration, payment journeys or complex automation may require additional time.

Meta verification, display-name review and template approval timelines are controlled by Meta and may extend the implementation schedule.

An automation node is a defined step or branch within a WhatsApp conversational workflow.

For example, when a customer selects "Book an Appointment," the system can trigger the next relevant step, such as selecting a department, doctor, date or time.

A complete workflow may contain multiple connected nodes based on the customer's selections and the business rules configured for that journey.

No. Meta message-usage charges are separate from the annual platform subscription, implementation fee and workflow charges.

Meta charges may vary based on:

• Message category
• Recipient country
• Message volume
• Applicable pricing slabs
• Changes introduced by Meta

The commercial proposal will explain the applicable pricing structure. You can also track usage and applicable charges through the platform dashboard, subject to the provider's reporting capabilities.

Meta may revise its pricing periodically, and updated charges will apply accordingly.

You can send promotional messages only to customers who have provided appropriate consent to receive WhatsApp communication from the business.

Having a customer's phone number or a previous business relationship does not automatically mean you can send unrestricted promotional messages.

Businesses must:

• Maintain valid customer opt-in
• Use an approved marketing template
• Clearly identify the sending business
• Provide a way for recipients to opt out
• Follow Meta's messaging and commerce policies
• Avoid purchased, scraped or unauthorised databases

Webdoux does not support unsolicited or policy-violating bulk messaging.

No. Meta reviews every submitted template and may approve it, reject it, pause it, disable it, or assign it to a different message category.

The template must comply with Meta's formatting, content and messaging policies. Webdoux can help prepare and submit templates, but Meta controls final approval.

If Meta rejects a template, you may need to correct it and resubmit it.

When a customer sends a message, the business can generally respond within the applicable customer-service window using normal conversational messages.

Outside that window, a business-initiated message normally requires an approved template. Meta determines the applicable messaging rules, which may change over time.

Yes. WhatsApp Business API can connect to websites, landing pages, enquiry forms, click-to-WhatsApp advertisements, and other digital lead sources.

The exact integration depends on the website platform, required customer journey and technical compatibility.

Yes, subject to the CRM's technical compatibility and available APIs.

Webdoux can provide the relevant WhatsApp API documentation and credentials required for integration. The client's development team may complete the integration, or Webdoux can review and quote it separately.

Custom development, field mapping, data synchronisation, testing and third-party charges are not included unless specifically mentioned in the approved scope.

Yes. Customers can request appointments through a structured WhatsApp form or conversational workflow.

The journey can capture details such as:

• Department or service
• Preferred doctor
• Preferred date
• Preferred time
• Patient details
• Branch or location

The business can confirm, reschedule or cancel the appointment and send approved reminder messages.

Real-time slot availability and automatic appointment confirmation require integration with the hospital, clinic or business appointment system. Without that integration, the team may need to confirm the request manually.

Yes. Subject to technical compatibility, the WhatsApp Business API can integrate with an existing ecommerce website or order-management platform.

Possible use cases include:

• Product enquiries
• Catalogue sharing
• Order confirmation
• Payment reminders
• Shipping notifications
• Delivery updates
• Customer-support communication
• Abandoned-enquiry follow-ups

Integration requirements depend on the e-commerce platform, available webhooks, APIs and the approved project scope.

Customers can receive secure payment links through WhatsApp using supported payment providers such as Razorpay, InstaMojo, or another compatible gateway.

The customer follows the payment link and completes the transaction through the payment provider's secure checkout process.

Payment-gateway registration, approval, subscriptions and transaction charges are separate. Custom payment-status updates or automated follow-ups require integration with the selected gateway.

Webdoux does not directly process or hold the customer's payment funds.

Yes. A workflow can transfer a conversation to a human team member when the customer requests assistance or when the enquiry requires manual handling.

The exact assignment, routing and escalation functionality depends on the selected package and configured workflow.

Yes. A knowledge-transfer and handover session is included after implementation.

The session will explain the relevant platform functions, including:

• Managing conversations
• Using contacts and customer data
• Creating and submitting templates
• Running campaigns
• Monitoring responses
• Reviewing reports
• Managing configured workflows

The session can be recorded and shared with the client for future internal reference.

Webdoux can provide additional training sessions and quote them separately, if required.

Webdoux will provide support for the platform and workflows covered under the approved scope.

Support may include:

• Platform-related technical assistance
• Troubleshooting configured workflows
• Assistance with approved templates
• Guidance on campaign execution
• Fixing implementation-related defects
• Coordinating provider-level technical issues
• Supporting platform updates where applicable

Support response and resolution timelines will follow the agreed service terms.

Meta reviews, policy decisions, template approvals, service disruptions and third-party outages are outside Webdoux's direct control. However, our team will help identify the issue and coordinate the appropriate resolution wherever possible.

New workflows, integrations, major modifications and additional features will be assessed and quoted separately.

The WhatsApp Business Account, registered business number and customer data belong to the client.

Wherever possible, onboarding will be completed through the client's Meta Business Portfolio so that the client retains ownership and administrative control.

The communication platform will be provided as a white-labelled, licensed solution through a client-specific subdomain. Access to the platform is available during the active subscription period. The underlying platform software and technology remain the property of the platform owner unless a separate agreement specifically states otherwise.

The client remains responsible for obtaining customer consent, maintaining lawful data, controlling authorised user access and using the platform according to applicable policies and regulations.

No. WhatsApp Business API operates through Meta's authorised business-messaging infrastructure and is subject to verification, template, consent, quality and messaging policies.

Unofficial bulk-sending tools may violate WhatsApp policies and can place business numbers and customer data at risk.

Webdoux follows a permission-based and policy-compliant implementation approach.