In this article · 6 sections
WhatsApp is the main communication channel for Indian customers. Businesses can use either the free WhatsApp Business app or the WhatsApp Business Platform (commonly called the WhatsApp API). Choosing the right one depends on your volume, team size and need for automation.
Side-by-side
| Feature | Business app | Business Platform (API) |
|---|---|---|
| Cost | Free | Charged per message/conversation category by Meta, plus provider fees |
| Users | Phone plus a few linked devices | Many agents via a shared inbox tool |
| Automation | Greeting, away message, quick replies | Chatbots, flows, CRM triggers, order updates |
| Bulk messaging | Broadcast lists (only to contacts who saved your number) | Approved template messages to opted-in users |
| Integration | Limited | Websites, CRMs, booking and payment systems |
| Verification badge | Possible via Meta's verification options | Possible via Meta's verification options |
The app is enough when
- One or two people handle chats.
- You get up to a few dozen chats a day.
- You mainly answer enquiries and share quotes.
Use catalogues, quick replies, labels and a greeting message to stay organised.
Consider the API when
- Several staff need to answer from one number.
- You want automatic booking confirmations, payment links, order updates or appointment reminders.
- You want to connect WhatsApp to your website, CRM or booking system.
- You send regular updates to large opted-in customer lists.
Rules to know
- Business-initiated messages through the API use pre-approved templates.
- Users must opt in to receive messages; spamming leads to quality ratings dropping and restrictions.
- Pricing categories (marketing, utility, authentication, service) and rates are set by Meta and change over time — check current pricing.
- A number registered on the API generally can't be used in the regular app at the same time.
Frequently Asked Questions
Can I send bulk messages from the free app?
Only via broadcast lists, which reach people who saved your number. Mass messaging through unofficial tools risks your number being banned.
Do I need a developer for the API?
Usually you work through a Business Solution Provider that offers a dashboard; integrations with your website may need development.
Is the green tick available for small businesses?
Meta offers verification options; eligibility and process change, so check the current requirements.
Automate your WhatsApp
Joboo Web connects websites and booking forms to WhatsApp. Read our WhatsApp marketing guide or contact us.