Whatsapp Business API

Whatsapp Business API

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch or Expertflow Hybridchat standalone

Monthly flat fee of 500 USD for an unlimited number of Whatsapp messages and users.

Connect Chat channels, bots and live agents

Access to the Whatsapp Business API channel for companies is available for Expertflow Hybrid Chat (HC).

HC channels include Viber, SMS, Facebook Messenger, Telegram, Twitter DM, Whatsapp and others

HC brings live agents to a chat, which can be doing chat only, or can part of a callcenter such as Cisco UCCX, UCCE, PCCE, Freeswitch/ FusionPBX or Genesys.

Chatbot connectors exist for Google Dialogflow, Microsoft Botframework, IBM Watson, rasa.ai and others.

The agent livechat widget can be embedded into CRM's such as Microsoft Dynamics, Salesforce (SFDC), Oracle Siebel, Oracle Service Cloud or SAP.

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Onboarding process

Simple steps to activate Whatsapp as a communication channel with your customers:

  • Create or fetch your Facebook Business Manager ID.
  • Expertflow or it's partner will send you a URL to the portal of a Whatsapp Business Solution provider (WBSP).
  • On the WBSP portal and via the URL, conduct the application, accept the terms of use.
  • On FB Business Manager, assign the WBSP to message on your behalf and complete the business verification.
  • On the WBSP, register your phone number and retrieve your WABA API Key
  • Enter the WABA Key into Expertflow Hybridchat and start chatting!

Note that these steps must be executed directly by the company using the WABA service and can't be done by either Expertflow or it's partner, as you will have a direct contract both with Facebook, as well as with the WBSP and are liable for the way how the WABA interface is used. Expertflow will provide you guidance throughout the process.

Pricing

Facebook will charge a country-dependent fee per template message as described here.

In addition, Expertflow charges a flat monthly fee of 500 USD (list price, subject to partner rebates), independently of the number of messages or active users. Other vendors typically charge a "session message" fee  of 0.005 cts (non-rebateable) per message. A full-time concurrent agent typically exchanges one message every 15 seconds, which (8 working hours, 25 working days per month) results in 48000 messages per agent per month. This translates into 240 USD per agent per month, which is more than one would typically pay for the entire rest of the contactcenter infrastructure, amounting to several thousand dollars monthly for a callcenter.

For very small deployments (lab, trial, testing, less than four concurrent agents), Expertflow has access to more competitive per-message options.

You/ the partner will receive a consolidated online bill for Whatsapp Template messages, and the WABA fixed fee, along with other pre-paid ppu (pay-per-use) services in the online Expertflow shop.

Security

Messages transit from your client through Whatsapp (=Facebook) to the WBSP to Expertflow Hybridchat and hence the agent. You can choose to have the entire solution in the cloud, which is the basic setup. All messages are encrypted between each two servers. You can choose to have Expertflow's servers on-prem.

For 2021, we are currently working with our WBSP on an architecture that will alow a Docker Container of the WBSP to be located in your country or on your premises (extra charges will apply).