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Differences between Zenvia Conversion and WhatsApp Business
Differences between Zenvia Conversion and WhatsApp Business

Understand the main differences between the Zenvia Conversion service and WhatsApp Business

Wanda Polverini avatar
Written by Wanda Polverini
Updated over a week ago

What are the real differences between WhatsApp Business and Zenvia Conversion?

Zenvia Conversion allows you to respond to your business' customers from a single WhatsApp number, automatically distribute incoming inquiries, have multiple agents working simultaneously on your business' WhatsApp, have monitoring tables and reports available, generate reminders for your clients, upload quotes, record sales, and much more!

Without Conversion

With Zenvia Conversion

❌ Customer service on a business line

✅ Customer service on a business line

❌ Automatic distribution of incoming contacts

✅ Automatic distribution of incoming contacts

❌ Multiple agents working via a company WhatsApp simultaneously

✅ Multiple agents working via a company WhatsApp simultaneously

❌ Monitoring dashboards

✅ Monitoring dashboards

❌ Customer service reminders

✅ Customer service reminders

❌ Upload quotes, record sales

✅ Upload quotes, record sales

Why am I being charged for conversations if WhatsApp is free?

WhatsApp offers three versions:

  • Personal WhatsApp, for user who want to talk to friends and family.

  • WhatsApp Business, for small businesses who need to manage a line for a single user.

Capabilities

WhatsApp Business

WhatsApp Business API (Zenvia Conversion)

Suitability

Small businesses with a small customer base

Large organisations that need to engage with many customers at once

Access

Available on Play Store and App Store

Through a third-party WhatsApp API provider

Conversations

Manual

Manual + Automated

Reply a specific messages

Allowed

Not allowed (only customer appointments can be viewed)

Delete messages

Allowed

Not allowed

Agent: User Interaction

2-1

Multiple-1

Pricing

Free

Message and template-based pricing, reach out to your provider

Verified Business

Needs approval

Needs approval

Green Badge

No, only phone verification

Yes

Business Profile

Yes

Sí, mandatory

Message Approval

No

Yes, templates need to be approved by WhatsApp

Chat Groups

Yes

No

Agent Routing

No

Yes

Message Template

No

Available

Customer Profiling

No

Yes

Proactive Messaging (Outreach)

No

Yes

Opt-out Option

No

Available

WhatsApp Pay

Yes

No, payment gateways can be integrated

Automation

Limited, only welcome and away messages

Yes, WhatsApp Chatbot can easily automate FAQs and common queries

Integrations

No

Yes

Analytics

Limited

Extensive

Approval

Anyone with the app can use

Companies need to go through a verification process

There are two communication formats that the WhatsApp Business API follows:

  • WhatsApp session: It is a 24-hour period during which you can easily communicate and resolve your customers' queries. A session is opened with a message received from the customer or a message template sent by the company. Each session starts counting from the moment the first message is sent, regardless of whether the interaction was initiated by the business or the customer.

  • Message templates: After the 24-hour window closes, WhatsApp Business message templates are the only way for consultants to re-establish contact with the client.

Due to limitations in the WhatsApp Business API, Zenvia Conversion does not have some features that are available in the WhatsApp Personal or Business versions, they are:

  • Share contacts internally;

  • Forward files, messages or audios from Zenvia Conversion to another line;

  • Respond to timely messages from customers;

  • Have WhatsApp Business Catalogs;

  • Add the line to WhatsApp groups;

  • Statuses such as "busy", "at work" or "in a meeting" are not available, nor are statuses in story format;

  • Delete messages from your line.

Among others that you can consult in this article.

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