WhatsApp

Business API:
Partner directory
guidelines

These guidelines aim to help businesses with the navigation of the Partner
Directory to identify Business Solution Providers that could support their
WhatsApp Business API onboarding, integration and operational processes.

Before getting started

For medium and large businesses, the WhatsApp Business API powers your
communication with customers all over the world, so you can connect with them
on WhatsApp in a simple, secure and reliable way. In order to maintain good user
experience and integrity of the messaging channel, we have put in place a set
of policies.

Please review the WhatsApp Commerce Policy and the WhatsApp Business Policy
to determine your eligibility to access the WhatsApp Business API.

WhatsApp Commerce Policy WhatsApp Business Policy

(External)
Last updated: 8/20/2019 WhatsApp Business API: Partner directory guidelines | 1
 WhatsApp Business API:
Partner directory guidelines

Using the partner directory

The partner directory hosts business and contact information for Business Solution
Providers that are official partners of WhatsApp Business API. These solution
providers have unique product offerings, capabilities and geographic coverage.

We have developed guiding questions to help you choose solution providers that
match your needs. Please also use the filters provided to help narrow down the list
of providers.

(External) WhatsApp Business API: Partner directory guidelines | 2

Last updated: 8/20/2019
 WhatsApp Business API:
Partner directory guidelines

Questions to consider
Which technology solutions are you already using to
1
engage with your clients today?
Many businesses already use products and services offered by solution
providers. Working with providers with existing relationships may simplify
and shorten turnaround time for technical integration and operational
setup. Examples of technology solutions to consider include:

• Contact center agent software

• SMS, emails or other business messaging applications
(e.g.: Messenger, RCS) solutions—these solutions are often used
for sending notifications, authentication, newsletters and/or
promotional messages
• Voice and VoIP solutions
• Chatbot building and automation solutions/services
• Customer data analytics software

You may reach out to customer care, marketing or IT/operations

departments to find out details.

2 Which customer journey experiences do you want to deliver?

Some providers are specialized in supporting customer care use cases,
while others offer notification messages. See below to learn how your
business could create conversational experiences.

• Customer care
Customer care via WhatsApp is how businesses can address customer
needs to increase customer satisfaction (CSAT, NPS) and reduce churn
while decreasing operational costs from legacy channels (phone, web
chat, etc).

(External)
Last updated: 8/20/2019 WhatsApp Business API: Partner directory guidelines | 3
 WhatsApp business API:
Partner directory guidelines

Customers reach out to your business via WhatsApp, and either a virtual
assistant or live agent (or hybrid) responds on the messaging platform to
their requests regarding:

• Bookings or purchases • Return processes
• Out of stock items • Warranty help
• Order management • Issue resolution
• Shipment issues

• Notifications
Notifications via WhatsApp are a great way for businesses to kickstart
conversations with customers by delivering relevant, personalized
information around time-sensitive events to increase open/read
rates, deepen engagement and foster brand loyalty. Notifications via
WhatsApp also enable two-way dialogues—customers can respond to
notification messages to request more information.

• Reminders (appointment bookings, enroll by deadlines, payment

due dates)
• Alerts (food/package delivery, etc.)
• Transactional updates (invoices, receipts, account activity)
• Geolocation notifications (address and mapping)
• Time-bound notifications (gate changes, airline departure times)

How large is your organization? How much ‘project-based’

3
vs. ‘self-serve’ support do you need?
Solution providers offer ‘self-serve’ models, ‘project-based’ models, or
both. Self-serve is great for developers who want to access the API and
documentations to drive projects on their own. A project-based model is
recommended for larger businesses and enterprises that require a deeper
level of account and integration support.

4 Are you looking for industry expertise?

If you are looking to learn industry-specific use cases for WhatsApp
Business API, some providers have built expertise and experiences in
focused industries.
(External)
Last updated: 8/20/2019 WhatsApp Business API: Partner directory guidelines | 4