WhatsApp Business API Guide
Integrate WhatsApp Business API with Fonify for AI-powered customer messaging at scale.
WhatsApp Business API Guide
WhatsApp Business API enables your Fonify AI assistants to communicate with customers through the world's most popular messaging platform. Send notifications, handle support inquiries, and automate conversations -- all from your Fonify dashboard.
Why WhatsApp for Business?
2B+ Monthly Users
Reach customers on the platform they already use daily. WhatsApp has over 2 billion active users worldwide.
98% Open Rate
WhatsApp messages have dramatically higher open rates compared to email or SMS.
Rich Media Support
Send images, documents, videos, buttons, and interactive lists -- not just plain text.
End-to-End Encryption
All messages are encrypted, building customer trust and meeting privacy requirements.
How It Works with Fonify
Fonify connects to the WhatsApp Business API through Meta's Cloud API. Your AI assistants can:
- Respond to inbound messages -- Customers message your WhatsApp number and get instant AI-powered replies.
- Send template messages -- Proactively reach out with approved message templates for appointments, reminders, and follow-ups.
- Hand off to humans -- Escalate complex conversations to a live agent when the AI cannot resolve the issue.
- Track conversations -- Every message is logged in the contact timeline for full conversation history.
WhatsApp Business API is different from the WhatsApp Business App. The API is designed for medium-to-large businesses and supports automation, multiple agents, and high message volumes.
Prerequisites
Before you begin, you need:
- A Meta Business Account (formerly Facebook Business Manager)
- A verified Meta Business with completed business verification
- A phone number that is not currently registered on WhatsApp or WhatsApp Business App
- A Fonify account on a plan that includes WhatsApp channels
The phone number you use for WhatsApp Business API cannot be simultaneously used on the WhatsApp mobile app. You will need a dedicated number.
Setup Overview
The full setup process involves three stages:
Set up your Meta Business Account, complete business verification, and apply for WhatsApp API access. See the Meta Account Setup guide.
Add a phone number to your WhatsApp Business Account and complete the verification process. See Number Verification & Connection.
Design and submit message templates for approval. Templates are required for outbound (business-initiated) messages. See Message Templates.
Conversation Types
WhatsApp categorizes conversations into two types with different rules:
| Type | Initiated By | Template Required | Billing |
|---|---|---|---|
| User-initiated | Customer | No | Per conversation (24h window) |
| Business-initiated | Your business | Yes | Per conversation (varies by category) |
- User-initiated: When a customer messages you first, a 24-hour conversation window opens. During this window, you can send free-form messages without templates.
- Business-initiated: To message a customer outside the 24-hour window, you must use an approved message template.
Fonify Dashboard Integration
Once connected, WhatsApp conversations appear in your Fonify workspace:
- Inbox view -- See all active WhatsApp conversations alongside other channels.
- Contact timeline -- WhatsApp messages are added to the unified contact timeline.
- AI assistant assignment -- Assign a specific AI assistant to handle WhatsApp conversations.
- Analytics -- Track response times, resolution rates, and message volumes.
Tip
Configure your AI assistant's personality and knowledge base specifically for WhatsApp. Messaging conversations tend to be more informal and concise than phone calls.
Pricing
WhatsApp Business API pricing includes:
- Conversation-based fees charged by Meta (varies by country and conversation category)
- Fonify platform fee for WhatsApp channel access (included in Business and Enterprise plans)
Check Meta's official pricing page for current per-conversation rates in your target countries.