Flexible use of WhatsApp API number: Optimize customer communication process

Author: Sicily Choi

As one of the most popular instant messaging tools in the world, WhatsApp's API function has opened up a powerful way for enterprises to manage customer relationships. WhatsApp API numbers can help companies reduce the risk of being blocked when expanding their customer base, and can also implement effective proactive return visit strategies to connect with more interested customers. This article will explore how to use WhatsApp API numbers to optimize customer communication processes and achieve business growth.


The following is an introduction to the concept of WhatsApp API number

Active number (WhatsApp API number with template information)

Active numbers are numbers that businesses use to proactively send template messages to customers via the WhatsApp API. These messages are usually used for notifications, marketing campaigns, customer support, etc. The key feature of active numbers is that they can proactively initiate conversations with customers, but are limited by WhatsApp's rules to only send pre-approved template messages.


Passive number (WhatsApp API number without application template information)

Passive numbers are WhatsApp API numbers that do not have application template information, so they cannot actively send messages to customers. They are usually used to show them to customers and let them actively initiate conversations.


Template Message

Template messages are a special type of message in the WhatsApp API, used to send non-promotional messages to customers, such as transaction reminders, appointment confirmations, etc. Since the WhatsApp API number is dedicated to large enterprises, while relaxing the restrictions on the number of marketing messages that enterprises can send, WhatsApp officials have strictly controlled the content management of the messages. Template messages must be approved by WhatsApp, otherwise they cannot be sent to customers proactively.


For more information about template messages, please refer to this article: WhatsApp Template Message Application: Better Reach WhatsApp Customers (salesmartly.com)


Why are WhatsApp API numbers divided into active numbers and passive numbers?

Since it is difficult to obtain approval for WhatsApp template messages, WhatsApp API numbers with this permission are particularly valuable. In contrast, API numbers that have not been approved for template messages are easier to obtain. Therefore, when communicating with the outside world, companies usually use passive numbers that have not been approved for template messages. In this way, even if the account is officially banned due to adding too many customers, a valuable resource with template message permissions will not be lost.

After the passive account has accumulated a certain customer base and screened out customers with conversion potential, the company can use the active account to conduct targeted return visits to these high-value customers, thereby improving the conversion rate and optimizing the efficiency of resource utilization.


How to link two accounts of WhatsApp API to expand customers

Migrate passive fans to active fans for return visits

  • The account information purchased in SaleSmartly will be automatically backed up in the backend system, so you can directly share customer information with different WhatsApp API numbers.
  • Find your account in [Integration]-[WhatsApp API] and click [Migrate Contacts]
  • After the migration, SaleSmartly will retain the customer's chat history to facilitate subsequent personalized communication.


The importance of keeping active and passive accounts consistent (name, profile picture, number)

  • Unify the brand elements of active and passive accounts, such as names and avatars, to establish a consistent brand image.
  • Whenever possible, use similar numbers to reduce customer confusion.
  • Maintain consistency in your communication style and script to maintain customer trust and comfort.


Use country-specific numbers to increase conversion rates

  • According to the geographical location covered by your business, select the WhatsApp number of the corresponding country. For example, if you are serving the US market, use a US mobile phone number.
  • Using local numbers can increase customer trust, improve responsiveness and engagement rates.


Selective return visits: How to identify and prioritize return visits to potential customers

  • Analyze customer interaction data and behavior, identify customers who show purchase intent and conduct unique return visits.
  • Prioritize returning visits to customers who ask questions or express clear interest during the interaction. There is no need to return visits to those who have no interest, thus reducing the risk of complaints against active accounts.
  • Use labels and classification systems to efficiently manage customer groups, and then directly screen out customers with the labels you are interested in, and then slowly chat with them again.


Risk management and complaint handling of active and passive number linkage

  • Regularly monitor the interactions between active and passive numbers to identify and resolve potential issues in a timely manner.
  • Establish a clear complaints handling process to ensure quick response to customer dissatisfaction and reports.
  • Follow WhatsApp's regulations during follow-up visits and communications to prevent your number from being blocked due to illegal operations.


How to add WhatsApp API template information

If you want to apply for more WhatsApp message templates in the future, you can submit your request directly in the SaleSmartly backend. We will forward your application to WhatsApp for official review, but please note that the final approval power lies with WhatsApp and we cannot guarantee that the template will be approved.

If your template is not approved, you can refer to the [Official Template Case] in the upper right corner to help you optimize the template content to meet WhatsApp's standards.


Note: The review of template information is not permanent. If it is reported by customers many times, it will be blocked later, so you should check the status of template information regularly.


Further reading

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Last modified: 2024-07-11Powered by