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WhatsApp Business has gone from a free app for small traders in 2018 to one of the largest commerce and customer service surfaces in the world. The next several years will reshape it again, driven by…
WhatsApp newsletters use either a Channel or a curated broadcast list to deliver scheduled content to followers. The format is more intimate than email and more retainable than social media, which…
Interactive messages let businesses send WhatsApp messages with structured options that users tap rather than type. The result is faster, more accurate conversations and a more app-like feel inside…
WhatsApp Pay lets users send money or pay businesses directly inside a chat without leaving the app. The feature was first launched in India in 2020 and has since expanded to Brazil, Singapore and a…
WhatsApp messages are valuable customer interactions, and they belong inside your CRM alongside calls, emails and meetings. Without integration, your sales and support teams have to context-switch…
Meta offers two technical paths to the WhatsApp Business Platform. The Cloud API is hosted by Meta directly. The On-Premises API requires you or your BSP to host the messaging server. Both deliver…
A Business Solution Provider, or BSP, is the gateway between your business systems and the WhatsApp Business Platform. They handle infrastructure, account onboarding, template approvals, billing, and…
A customer who complains is a customer who still wants you to fix it. The complaint is a chance to repair the relationship and learn something useful. Customers who silently leave never give you that…
On WhatsApp, customers expect responses in minutes, not hours. The chat format mirrors texting friends, and the same time expectations apply. Cutting your average response time from two hours to ten…
WhatsApp Channels are a one-way broadcast surface separate from regular chats. Followers see updates from channels they have opted into, but cannot see other followers and cannot reply directly.…
Customers already use WhatsApp many times a day. Adding it as a support channel meets them where they are, eliminates the dreaded hold music, and keeps the conversation history in one searchable…
Many businesses chase subscriber numbers without thinking about quality. On WhatsApp, the math is unforgiving: a list of 5,000 properly opted-in customers consistently outperforms a list of 50,000…
Broadcast lists and groups both let you reach multiple people on WhatsApp, but they work in opposite ways. Choosing the right one is essential because misuse causes either annoyed recipients or empty…
Customers expect personal-feeling communication on WhatsApp. They are far more tolerant of relevant, well-timed messages than they are of email blasts, and far less tolerant of generic spam. The dos…
Click-to-WhatsApp ads run on Facebook and Instagram and use a special call-to-action that opens a WhatsApp chat with your business when tapped. They turn passive ad impressions into one-on-one…
Two-step verification on WhatsApp adds a six-digit PIN that must be entered when you register your phone number on a new device. Without it, anyone who manages to receive your SMS one-time code, by…
The Protection of Personal Information Act, known as POPIA, regulates how organisations collect, store and use personal data in South Africa. It came into full force in 2021 and applies to any…
If you message customers based in the European Economic Area, GDPR applies regardless of where your business is headquartered. WhatsApp does not exempt you from this. The platform is just the…