WhatsApp channel architecture – Blip | Blip Help

Index

Introduction

Unlike other messaging channels, the architecture of the WhatsApp Business API solution has some particularities. In order to be able to receive and send messages securely, it is necessary to maintain a service called the WhatsApp Business API Client (also known as a container), continuously connected to the WhatsApp network.*

In a very simplified way, a container (WhatsApp Business API Client) emulates the behavior of a WhatsApp application so that it is possible to encrypt and decrypt messages, in addition to storing the settings associated with the company number and the media files received. This way, for each official WhatsApp number it is also necessary to have a container.

The WhatsApp Business API Client is made available by WhatsApp itself through a Docker instance, which has a series of prerequisites to be maintained and continuously updated.*

Before continuing, it is necessary to understand some concepts associated with this channel. Understanding these concepts is essential for the full use of the channel.

WABA - WhatsApp Business Account (Your company account created BLiP on WhatsApp)

As its name implies, WABA - WhatsApp Business Account, will be your company's official account on the WhatsApp Business API. Within a WABA it is possible to add the number(s) that will be activated for your company.

Your company number

With the WABA created and approved, the next step for activating your company's WhatsApp Business API is to define the name and contact number in WhatsApp.

Every WABA can contain one or more WhatsApp numbers. The number is your company's contact for the final user. The BLiP WhatsApp number, for example, is +55 (31) 3349 6244, anyone who has this number in their mobile address book can contact the BLiP bot.

Business Manager

In order to create a WABA, your company must have a business profile on Facebook's Business Manager. To create or access your company's Business Manager, visit business.facebook.com.

One of the required information for the process of creating a WABA is your company's Business Manager ID. With this number, BLiP will be able to finish the process of building a WABA.

Message types

The WhatsApp Business API has two distinct types of messages: response (or automatic) messages and notifications (active messages or Message Templates).

In general, response messages and notifications are content transmitted between companies and customers. The difference between them is the time interlude in relation to the last interaction made by the user with the bot (the company).

A response message is any content sent from the bot to the client within an interlude of less than 24 hours, taking into account the last message sent by the client. All response messages are free.

The image below represents the flow characterized as a reply message. From the last message sent from the customer to the company, the 24-hour count starts. Within this period all messages sent from the company to the customer are considered reply messages.

Then, notifications for Whatsapp are text messages (markdown is supported) sent from the company to users (customers) in interludes longer than 24 hours in relation to the user's last entry. As demonstrated in the image flow below, all notifications are charged.

Also, all notifications must pass through a manual validation process carried out by WhatsApp. This process aims to ensure that no promotional messages or SPAM will be sent to customers.

Levels of number verification

Unlike a traditional WhatsApp account, every number associated with a WABA is recognized by WhatsApp as a business contact. Moreover, it is still possible, in some cases, to be recognized as a verified (official) business contact. The difference is just the verified seal next to the contact's name, see below the example of two contacts (business contact and verified business contact).

Although not all the criteria analyzed to classify an account as verified (official) are disclosed, it is known that the notoriety of the brand holding the contact is a major factor in obtaining the much-desired “green seal”. The verification process is carried out by WhatsApp itself.

In practice, there is no problem. Regardless of the classification given by WhatsApp — whether it is “business contact” or “official business contact” — the partner will be able to enjoy all the features offered by the WhatsApp API

To learn more about the process of verifying a number click here.

Understanding Opt-In concepts

Before a company starts sending any notification to its customers on WhatsApp, it is necessary to understand the concept of Opt-In (opt for receive messages) very well. To send a notification on WhatsApp, it is necessary to ensure that the recipient has previously accepted to receive messages through this channel, first.

The procedure for requesting this permission can be carried out through any channel that the company uses to communicate with its customers, such as websites, app, email, SMS, contracts, etc. However, the opt-in message must necessarily be clear and objective, ensuring that the user is aware that they will receive messages on their number through WhatsApp.

If the company chooses to request user permission through a web interface, some rules must be observed. The user must be asked to opt in to a visual element (checkbox or similar) displayed next to the WhatsApp name and logo. The user must have control over which number is used through explicit action (for example, editing). Additionally, language should be shown alongside the user interface elements to clearly explain what information will be received and specifically reference that information sent as messages on WhatsApp.

See an example in the image below:

If the company chooses to request user permission through a conversational interface, it will be necessary to clarify the type of information that will be sent to a given WhatsApp number. See an example of valid opt-in text

“Do you want to receive alerts concerning your account, by WhatsApp, at number 553199999999?”

Number quality

In order to maintain the quality of the channel, WhatsApp assesses, daily, the quality of all numbers used in the WhatsApp Business API product. This information is presented through an indicator called “Quality Rating” that can be viewed within the Business Manager.

The quality rating of a number is displayed in 3 different values: Green, Yellow and Red, representing a High, Medium and Low quality level, respectively.

Despite not disclosing the rules used to assess the quality of numbers, WhatsApp has a guide of good practices to help all companies

Ensure that messages sent by your contact follow WhatsApp's business policy.
Send messages only to users who have opted in to receive messages from your company.
Ensure messages are personalized and extremely useful to your users.
Pay attention to the frequency of messages sent by your company. Avoid sending too many messages to the same user in one day.

Message limit

Unlike traditional channels, WhatsApp has a limit on the number of users your company can interact with, via notifications, in a day. This includes new conversations and existing conversations with users. The message limit does NOT limit the number of messages your business can send, only the number of users you are trying to send.

As the number of users impacted by a company increases, its limits also increase. These limits are reviewed daily by WhatsApp.

Tier 1: Allows your company to send messages to 1K unique customers in a continuous 24-hour period.
• Tier 2: Allows your company to message 10K unique customers in a continuous 24-hour period.
Tier 3: Allows your business to send messages to 100K unique customers in a continuous 24-hour period.

Observation: All Blip Business and Enterprise plan users already have a container and do not need to worry about creating/managing it.

For more information, access the discussion on the subject in our community or the videos on our channel. 😃

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