How to create a WhatsApp Business API Account & Build your CRM with Whatsapp Business


If you run a business, you will know how significant is the influence of WhatsApp. There are more than 2 billion active users around the world, so think about the potential of reaching millions for your business and the stage is set.

A business option

For a business, you would need to use the WhatsApp Business app. This is somewhat similar to the standard personal WhatsApp version but with more features like business details.

Getting started with WhatsApp Business

The benefits of WhatsApp Business are unprecedented and unrivaled by many other apps. Getting started is very straightforward as it is like any other downloadable mobile app in the market.

Take Note: For WhatsApp Business, you cannot use the same telephone number that you have registered in the standard version. This means you will need to get a different number for the Business app.
After you have obtained a separate number, you will need to have it verified (just like how you do it on the standard version). Then, you need to provide your business name which will be the primary name (or brand) of your business.

Take Note: The name of your business can only be set once. After that, it cannot be changed. So ensure that you confirm the name and then set it once.

Customizing your WhatsApp Business Account

After the registration and verification process, then you will access the chat page. This is the same as the standard version. The ‘three dots’ on the top right corner will be your ‘Settings’ tab. That is where you start customizing your profile. Here is where you insert:

  • Company Address
  • Business Description
  • Email Address
  • Operating Hours
  • Any other important information about your business

After that, you can now set up automatic messages. They are:

  • Welcome Message – This is the auto-reply for users who send the first (initiating) message to your number.
  • Away Message – This is the message that replies to your customers who send you messages outside your operating time.
Enable and setting Quick Answers

One of the main features of WhatsApp Business is its Quick Answers section. This is where you can activate the frequently used templates like ‘Thank You’ messages or generic information about your business that replies to those who are asking them.

Accessing WhatsApp Business through the web

The WhatsApp Business app is also available through a web-based platform like how you use it with the standard version. Basically, you can go to the WhatsApp Business website and chat normally like how you will do with the standard version.
Take Note: Unlike the standard version, you cannot use WhatsApp Business on multiple devices or platforms.

Integrating with CRM platforms

Now that you have set up your WhatsApp Business account, you can then use it to reach your customers. You can use a link that can be placed on your website or landing page. Besides that, you can also integrate this with common CRM software like Hubspot and Salesforce.

  • Hubspot – You can integrate WhatsApp Business with Hubspot that allows you to communicate with your leads in a more personalized manner. In most cases, you can use an app like WhatHub.
  • Salesforce – You can integrate WhatsApp Business in Salesforce through its Customer Service Channel that allows you to communicate better and faster with your customers.
  • Twoway AI– Developed by our premium partner, TwoWayAI Whatsapp Business CRM is all you need to handle any Whatsapp business account with thousands of contacts. You may broadcast to groups of contacts by the keyword he or she is subscribed to, you can login to single Whatsapp account from multiple locations and a lot more features. Contact us at our livechat to know more about this affordable and effective platform.

WhatsApp Personal Vs Business

If you are a business owner, you would know by now how important WhatsApp is for your business. It is an app that has billions of users and a well-recognized interface. But is WhatsApp Business the same as the personal version?

Similar to a different purpose

WhatsApp is an app that is easy to approach. At first glance, it is easily usable since most (if not all) smartphone users use messaging apps. However, there is a certain difference when it comes to both versions (business and personal).

The WhatsApp Logo

The green logo is one of the most recognized and associated images in the world. If you are using WhatsApp Business, then you will have a ‘B’ incorporated into the original logo. That is one that your customers will recognize too.

Business and operations information

With WhatsApp Business, you can set up all the information about your business in your profile. This is like setting up your personal profile but it includes your website, contact information, address, etc. Through this, your customers can now reach you through other means as well.

This works wonders as it simply means you are transparent and is not a bogus account.

Statistics and Analytics

WhatsApp Business will provide you with statistics about the activities of your account. In other words, you can check statistics about your communication activities like messages sent, received, read, delivered and so on. From there, you can analyze and grow.

Automatic reply functions

This function is a God-sent for businesses. You do not get this feature with a personal account. What you can do is to provide automatic greetings when your customer messages you. This message can be customized in terms of content and recipient.

On top of that, you can also set ‘Away’ messages when you are not in operation. It is perfect during closed-operation times or weekends.

Enable Quick Replies

WhatsApp Business can be integrated with your very own chatbots. You can set a custom message template for frequent queries. The ‘/’ key will show you all the quick reply templates that you can use.

Credible Business Name

WhatsApp Business has a ‘Verified’ status. This means that your profile is legitimate, credible and genuine. With Verified accounts, there is a ‘Green Tick’ next to your logo and that means your customers can converse with you with no qualms.

Short Link Address

You can easily integrate your WhatsApp Business account with most website editing tools. The link is short and easy to remember (usually This means your user no longer needs to save long and cumbersome addresses.

Is it possible to use 2 versions simultaneously?

While we understand that you might want to differentiate between your personal and business WhatsApp accounts, you can only use both simultaneously with 2 different numbers. You can either change your personal number to the Business version or use a device with 2 SIM card slots. They cannot be the same number.

WhatsApp Business API Charges

If you are running your own business no matter what the size is, you would probably have considered using WhatsApp Business to connect with your customers better. You know for a fact that a majority of your potential customers are on WhatsApp and you need to be there.

An easy tool but not free

To capitalize on the power of WhatsApp in your digital marketing campaign, there will be costs involved. With a small fee, you can now reach your customers with WhatsApp Business which helps in your branding and marketing.

Using WhatsApp Business

WhatsApp Business can give your business a lot more leverage than relying on the individual account. Through WhatsApp Business, your establishment gets better recognition and creditability. You can choose either one of the below.

  • The WhatsApp Business App – This refers to the common app that you can download for both Android and Apple devices at their respective stores. If you run a small business, then the WhatsApp Business App is easy and straightforward for you.
  • The WhatsApp Business API – If you run a larger business, then you can integrate the WhatsApp Business API into the current platforms you are running in your company.

Grow your business effectively

To link your company to a WhatsApp Business account, you will need to do so via a WhatsApp Partner like us. Unlike the WhatsApp individual version, there are charges involved for messages sent out.

Generally, there are 2 types of WhatsApp Business messages namely Template and Chat Messages. You will be charged once the conversation starts. The conversation can start either from you or from the user.

Chat Messages – From users

You would most likely have implemented and executed a successful digital marketing campaign. You have users who are directed to your WhatsApp Business account. When they send you the first message, they initiate the conversation.

This means that you can now FOLLOW-UP with the conversation. You are given 24-hours to respond to the message you received. In this case, the message replied by you is free of charge. You have to be aware that there are some WhatsApp Partners who charge for this.

Template Messages – From you

In principle, businesses are not encouraged to send out the first message to initiate a conversation with the users. This is aligned with the objective of WhatsApp to avoid spams. The WhatsApp number will be blocked if found to have breached this rule.

However, you can use Template Messages to initiate a conversation with your customer.


This message MUST be pre-approved by WhatsApp prior to sending out. It should cost you no more than RM0.17(USD0.04) per message for this.


Template Messages can be very useful especially when you receive any form of interest or response from other means like an inquiry form, a comment on your Facebook post, a ‘LIKE’ on your Instagram account and such.

Improving Your CRM With WhatsApp Business

With WhatsApp Business, the playing field has grown like never before. WhatsApp Business has changed how you can operate especially in terms of customer engagement and direct marketing.

Better and more efficient CRM

When it comes to Customer Relationship Management (CRM), nothing beats connecting personally with your customers. WhatsApp Business does just that, allowing you to converse and connect directly through a universally comfortable platform.

The question now is, what can you do for better CRM?

Be found or go find

To connect to your customers, you need to be on the same platform. This means you need to tell your customers you are on WhatsApp and you need to find them on WhatsApp as well. A registered WhatsApp user will appear on your contact list.

Hence, you need to advertise your company’s number or name with a WhatsApp logo. Then, your customers will look for you. It is mandatory that your customer initiates first for any conversation to take place.

After that, you must be ready to reply to any inquiries that come in. You must attend to them immediately either through an auto-reply function or a live sales team.

Be there 24/7

It might not be possible to have a person to attend to queries 24/7. Hence, you can make use of WhatsApp Business’ automated messaging functions. If you have a large pool of customers, you could integrate a Chatbot.

Ideal for SMEs

If you are operating a small or medium business, then the automated reply function from WhatsApp Business is perfect. This is because it can fully function to provide standard replies (in times when your business is not open).

However, if your operation is larger than that, then you might want to incorporate external or third-party programs.

Compatible with other CRM software

If you are running known CRM tools like Salesforce or Hubspot, you can integrate WhatsApp Business for better delivery of service.


You will be able to obtain the official WhatsApp Business API through a WhatsApp Partner and you can do so after your application is approved.


TwoWay Ai is the only software you need for this purpose. TwoWay AI has all the features for you to conduct your daily sales and communications together with contacts management. Livechat with us to know more about TwoWay Ai.

Own the future with WhatsApp Business

Most people look at WhatsApp as not only a communication channel but a totally new revolution. The thing is, if you have been impressed with the inroads that WhatsApp has done in human communication, WhatsApp Business makes it a lot sweeter if you run a company. 

This the very reason why messaging apps are being used and adopted in marketing strategies and sales plans because it is almost a sure-win. In fact, messaging apps like WhatsApp have one of the highest engagement rates in the history of direct marketing.

If you are a business or brand owner, you CANNOT afford to not get involved in WhatsApp Business. It is after all, as easy as how you use WhatsApp for personal messaging.

WhatsApp Business – Changing Business Communication Forever

The way WhatsApp Business work is very straightforward. If you are a WhatsApp user, the Business platform is not any different. In fact, you will notice that the interface is actually the same as the Personal version. 

The Business platform is designed for firms like yours with some additional features. In fact, WhatsApp Business helps you to organize and manage your communication better.

Your Business page on WhatsApp

In WhatsApp Business, you will be able to create and customize a profile that reflects your business. By having your own public profile, people will be able to view crucial information that might be of use to them. This is where they can view information like:

  • Name of your business
  • Company address
  • The telephone number and other contact details
  • URL or social media information
  • any other related information

How you can better organize your chats

There is a very effective method that you can use in WhatsApp Business to manage your chats or conversations more efficiently. This is where you can label the conversations according to their purposes. For instance, you can label your conversations based on information like:

  1. New Leads
  2. Current customers
  3. Repeat purchase customers
  4. Potential conversion

Take note that like the Personal version of WhatsApp, the Business version gives you maximum security where you can block certain addresses through its encryption system.

You must EDUCATE your customers to use WhatsApp

Although the number of WhatsApp users have hit 1.5 billion, there are still billions out there who have yet to download this app. This is made a lot more challenging by the fact that there are other competitors messaging apps like WeChat and Line which have their own market segments. 

As such, it is extremely important that you educate your users about the importance of using WhatsApp Business in order to connect with you. Only when they are in the same platform can you seamlessly connect with them for holistic customer experience.

Facebook and WhatsApp Business – The Perfect Recipe for Communication

Everyone knows how powerful Facebook is as a social network. Everyone also knows that Facebook owns WhatsApp. When you put 2 of the largest connected networks in the world together, you basically have all the answers to any issues on direct marketing. 

Through Facebook, you can make us of the ‘send WhatsApp message’ which will connect you directly between the 2 platforms. Your customers can be driven from here towards the WhatsApp platform.

No intrusion and only consented marketing efforts

One of the biggest challenges in digital marketing today is to stay out of being intrusive. There is a very gray area when it comes to this but with WhatsApp Business, you will have no qualms about reaching your customers (and potential ones). You will only be able to connect with them after they have given their consent and agreed to be reached which means there will never any issue of cold messaging. As such, you will not be in breach of any privacy issues.

Share – The Keyword in Digital Marketing

If you are familiar with Instagram stories or Snapchat Stories, then this might interest you. WhatsApp Business gives you the option to share your status and any other information you want to offer. Through an effort like this, you can start sharing sneak previews, pre-launches or just about any other information that can create a buzz with your community of users.

You still need a workable plan and strategy

With all the power tools offered by WhatsApp Business, it is still not your answer to all your digital marketing needs. You cannot to afford to just sit back and relax because it does not work that way. In fact, you will still need to plan and put in place a workable strategy. 

For instance, you must know that WhatsApp Business (like the personal version) is a one-number for a business tool which means it must be handled and managed by a single person. 

That person cannot be online 24 hours a day but you do not want to lose your customer when they are trying to connect with you either. Hence, there must be some form of plan or schedule that tells your customers when you will be online and that would be those who are your actual customers.

Planning your customer service

Customer service must be a priority in any business. WhatsApp Business is the tool that can help you bridge your customers better and more effectively but there is a risk. The auto-reply function will send the same message to your customers and that makes them feel like you use an automated reply template. Another issue is on the response rate to you customers. 

As they are texting you on WhatsApp Business, they expect to be attended to as soon as possible. Since WhatsApp Business is a single-account per business platform, you will have to dedicate a person to attend to these inquiries in the soonest time possible. 

What happens if there is a situation where you are receiving a lot of inquiries? If you fail to answer them quickly, you risk losing your customer as they will feel neglected.

On Key

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Are you planning or currently using WhatsApp for customer service or your sales support? Are you looking for help in coordinating your sales funnel and