Thank you for registering for the course “Become a WhatsApp Business Platform manager

SMS and emails are a thing of the past and WhatsApp is your customers’ favorite channel.

Throughout the 13 modules and 62 lessons developed in collaboration with WhatsApp, you can learn everything you need to master the enterprise version of the platform and become a star communicator.

We recommend that you bookmark this page for future reference.

Get started now!

Here is the complete course content

Chapter 1: ICourse information

1.1 How does the course work?
Hello and welcome to the course “Become a WhatsApp business platform manager”.

In the course we will see a formative journey to learn about the platform, its functionalities and what you can achieve with it.

In addition to the theoretical videos, you will have at your disposal several practices and tests that will help you to consolidate the acquired knowledge until you can get your certification.

In addition, thanks to our partner WOZTELL, you will have at your disposal its conversational platform integrated with WhatsApp Business Platform where you can practice everything you learn for free.

You can create your WOZTELL account here

We hope you enjoy the course and that, at the end, you will have the necessary knowledge to become a WhatsApp Business Platform manager!

1.2 How can I get support?

Regarding the course, as it is a free course we cannot offer direct support for any doubts or questions that may arise.

Getting WOZTELL support

However, our partner put at your disposal the WOZTELL support department so that they can solve any doubts you may have related to the platform.

Once you have created your account, you can access WOZTELL support by sending an email to support@woztell.com or through the platform’s live chat (located at the bottom left).

You can create your WOZTELL account here

Chapter 2: Introduction to WhatsApp Business Platform

2.1 Conversational "era" and course welcome
This first chapter is dedicated to introduce the basics of WhatsApp Business platform (WBP from now on) and how it is an ideal tool for the changes towards a more conversational market that are being generated.

2.2 Conversational challenges and opportunities
In this video we will look at the conversational challenges organizations face and how they can turn them into opportunities for business development.

2.3 Why customers love WhatsApp
This video is about the convenience of WhatsApp for your customers. The channel they are used to use and where they spend the most time.

2.4 WBP business opportunities
In this video we will discuss the challenges companies are facing due to changes in how we relate to customers and the conversational opportunities that arise as a result.

2.5 Understanding the WBP
Unlike WhatsApp Messenger and WhatsApp Business, the WhatsApp Business Platform is not an application but a programming interface that allows applications developed on its API to be connected at scale.

2.6 WBP Cloud API
In this video we will better understand what WhatsApp Cloud API is and what benefits it brings.

Practice: Create and validate a Facebook Business Account

To be able to work with WhatsApp you need to have a verified company account.

In the tutorial we show you how, but you will always have the most updated information on the Meta page dedicated to this task.

Chapter 3: Introduction to WOZTELL

3.1 What's WOZTELL
Nowadays, WOZTELL is a conversational cloud platform that you can use to manage customers’ communications.

At WOZTELL, you can centralize your communications with customers on all channels (WhatsApp, Facebook, Instagram and Web) in a single dashboard, impact them through broadcast messages and improve their UX thanks to automations with Chatbots.

You can create your WOZTELL account here

3.2 Why use a BSP
A BSP (WhatsApp business service provider) is a premium WhatsApp partner that will allow you to drastically shorten the time between decision making (starting to use WhatsApp) and implementation.

This is because a BSP has already developed a solution that interacts with the WhatsApp API and has all the necessary validations to start working with the platform.

3.3 Practice: Create your free account and configure it

This playlist will help you get WOZTELL up and running, get your WBP number and set it up.

You can create your WOZTELL account here

Chapter 4: WBP conversational pricing

4.1 Understanding WBP pricing
Starting February 1st, 2022, WhatsApp switched from a notification-based pricing model to a conversation-based pricing model.

Instead of being charged for notifications sent, businesses will be charged per conversation, which includes all messages delivered within a 24-hour period.

Updated information can be found at: https://woztell.com/whatsapp-conversation-based-pricing/

How it works

WhatsApp Business API conversations fall into two categories that are priced differently:

User-initiated, like customer care and general support inquiries.

Business-initiated, like post purchase notifications.

All conversations are measured in 24-hour increments, or “sessions”, that start whenever the first message from a business is delivered. The first message can be initiated by the business (business-initiated) or a business reply within 24 hours of a user message (user-initiated). A user is defined as the person or entity with whom the business is messaging.

Charges for conversations are based on the user’s phone number. Rates for business-initiated conversations and user-initiated conversations vary by market (country or region).

Free Tier Conversations

The first 1,000 conversations each month will be free, so your business can start to build experiences your customers will love before having to pay. Each WABA gets 1,000 free tier conversations. Free tier conversations can be business-initiated or user-initiated.

Free Entry Points Conversations

Conversations will not be charged when users message businesses using call-to-actions buttons on Ads that click to WhatsApp or a Facebook Page CTA. Free entry point conversations can only be user-initiated. Only the first conversation that starts from the entry point is free of charge. Subsequent conversations with the user are charged.

Standard pricing will apply for Ads that Click to WhatsApp. The conversation that initiates from the ad is free, but not the ad itself.

Chapter 5: WBP values policies

5.1 WBP Values
WhatsApp wants to enable any person to discover, communicate, and transact with any business.

5.2 Business policies
WhatsApp’s policies are designed based on its values to ensure its users the best possible experience.

Visit WhatsApp Business Policy for more details.

5.3 Commerce policies
When you offer goods or services for sale, WhatsApp considers all messages and media related to your goods or services to constitute transactions.

Transactions must comply with the WhatsApp Commerce Policy, and applicable terms, laws and regulations.

5.4 Opt-in policies
You must receive prior opt-in from a user before you can send them a notification.

Opt-in policy

When collecting opt-ins, you must: Clearly state that a person is opting in to receive messages from your business over WhatsApp

Clearly state the business’ name that a person is opting in to receive messages from.

Comply with applicable laws.

Chapter 6: WBP quality rating

6.1 Best practices for a high-quality user experience
In order to offer the best possible user experience, we must be sure that we take care that our customers’ experience is the best possible.

To do this, we must follow a series of best practices that will help us achieve this.

6.2 How to maintain high quality
Instead of low-quality, unpersonalized outreach, businesses should prioritize sending messages that have clear value to customers.

6.3 Monitoring quality
Monitor quality metrics, like phone number quality rating, status and template quality.

6.4 User controls and enforcement
People are in control when they message with businesses on WhatsApp.

WhatsApp takes action to limit the reach of low-quality messages.

Chapter 7: The green check

7.1 What's the green check & why it's important
The “green check” is WhatsApp’s way of telling its users that your company is what it says it is.

It is a verification that guarantees the identity of the interlocutor and gives security and confidence to your customers.

7.2 How to apply for the green check
Tutorial about the steps to get the green check.

Chapter 8: WBP messages

8.1 How to create a message template
Templates are the way WhatsApp creates and validates messages between businesses and customers.

In order to send messages outside of a conversation, you need to use these templates.

In this series of videos we will see how to do it.

8.2 Variables
In the templates you can define variables, which will allow you to customize shipments both manually and dynamically without having to approve new templates.

8.3 Languages
In each template, you can define different languages, this will allow you to increase scalability and not need to create different templates for different languages.

8.4 Buttons
Buttons are a quick way for people to select what they want from a business without having to type anything.

Their format is simple and intuitive to use and they enhance the conversational flow.

8.5 List messages
List messages provide a simpler and more consistent format than text-based lists for people to find and select what they want from a business.

8.6 Media messages
Attach photos, documents and voice memos to enrich your messages, provide more information and entertainment, and increase customer engagement.

8.7 Payment options
While payments are not directly enabled within the WhatsApp Business Platform today, here are a few ways you can facilitate commerce transactions and collect payment information in compliance with our policies.

We look forward to introducing a streamlined native payment experience in the future.

To learn more about payment policies visit our commerce policy page.

8.8 Importing members
In this video we show you how to import your database to WOZTELL.

Remember that you must have the consent of your customers to be able to send them messages.

8.9 Member tags & segmentation
In this video we will see how to add tags to your customer database in order to make segmented mailings.

8.10 Sending a notification
One of the most relevant strategies of WhatsApp is the mass sending of messages, in this video we show you how to do it.

8.11 Message mockup generator
Use the WhatsApp mockup generator to see how your conversations will look like before configuring them, and even use the generated resources as marketing elements.

Chapter 9: WBP entry points and marketing activation

9.1 Entry points strategy
Every conversation begins somewhere. Entry points give businesses a number of ways to bring customers into WhatsApp from other environments online, on the phone and in the offline world.

Chapter 10: WBP at scale

10.1 Live chat management: Live chat management options
In this video we can see an introduction about how to use Zoho Cliq to manage WhatsApp conversations.

10.2 Live chat management: Using Zoho Cliq
In this tutorial we are going to explain step by step how to integrate WOZTELL with ZOHO Cliq and thus be able to manage WhatsApp from ZOHO Cliq.

Enable the WOZTELL extension

We connect our ZOHO account with access to ZOHO Cliq.

Click on the following link

This will open a new window asking us to access WOZTELL.

[10.2 – 1] Once we access WOZTELL, we will be asked to select the organization to which we want to link the installation in the case that we have more than one as it can happen with the “Agency” plan or higher.

[10.2 – 2] We will click on confirm and access another window in which we will have to accept the necessary permissions for WOZTELL to connect with the application.

[10.2 – 3] After this, we will have to accept the ZOHO permissions to connect to the WOZTELL extension.

[10.2 – 4] Once all the permissions have been accepted, we will access the ZOHO marketplace installer where we will be asked if we want to install the extension for the whole organization or only for a specific computer.

[10.2 – 5] Once we click on install, the installation is complete!

 

Configure ZOHO Cliq

To continue, and already inside ZOHO Cliq, we will click on “WIDGETS” and we will give permission to the WOZTELL extension.

[10.2 – 6] Once the permissions have been updated, we will have the option to activate all the channels already enabled in our WOZTELL account.

[10.2 – 7] Click on the “Not connected” button to connect the channel and have it enabled in ZOHO Cliq.

[10.2 – 8] In each one of the channels that we connect, we will have to define the control team and the agent team.

The control team is the one enabled to receive the incoming conversations from the clients.

The agent team is the one enabled to be assigned to these conversations once they have been initiated.

After enabling the channels, the configuration in ZOHO Cliq would look like this:

 

Manage conversations. 

[10.2 – 9] Once the configuration is completed, we will be ready to start receiving and sending messages in the channels configured through ZOHO Cliq.

We will be able to determine the incoming channel easily thanks to the icons that appear in the upper left corner of the conversations, as well as in each of the messages.

We will know when a client talks to us or when we have answered, even if it is one of our bots that answers, it will be reflected in the conversation.

Among the features of ZOHO Cliq, we will be able to invite different agents to the conversations, since each conversation is treated as a channel, and they can interact with the client indistinctly.

Remember that in order to communicate with the client, we will have to use the command “/w” before the answer we want to give to the client. If we do not use it, then we will talk internally in the channel with the rest of the agents invited to the channel.

[10.2 – 10] And with this we already have WOZTELL integrated and working with ZOHO Cliq.

We hope this small tutorial has been helpful and will help you get the most out of WhatsApp with ZOHO Cliq.

10.3 Live chat management: additional information

Download Zoho Cliq for free to integrate it with WOZTELL.

Cliq is Zoho’s cloud-based team communication and collaboration solution that includes team chat, video and audio calling, file sharing and more.

It has a native integration with WOZTELL, as you see before, to allow you manage live chat conversations.

You can download it for free here.

Also, you can check here the user guide.

10.4 Live chat management practice: Install and configure a integration with WOZTELL & Zoho Cliq

Try to install the Zoho Cliq integration with your WhatsApp and reply to customers through the inbox.

1. Create a WhatsApp Channel on WOZTELL platform
2. Follow this tutorial to install and configure Zoho Cliq.
3. Send a message to your WhatsApp Business Account as a user.
4. Reply to the same WhatsApp chat in Zoho Cliq with “/w hello”.

10.5 Chatbots: Common chatbots on WBP
In this video we will see which are the most common chatbots used in WhatsApp.

10.6 Chatbots: How to create a chatbot in WBP
Creating a chatbot requires planning and knowledge of the technology and options available. In this video we will see how to do it.

10.7 Chatbots: How to use ready-to-use templates
We want you to take control of your communications and start building your own WhatsApp automations.

This is why we present you 4 automation templates for your WhatsApp Business Platform.


FAQs Template explanation

This is the use of an automation par excellence.

In simpler terms, it is an extra layer that you add to one of your Messaging Solutions (Cliq, Microsoft Teams, Slack) to manage your WhatsApp conversations.

And that’s okay, because now you will be prepared to not answer them manually.

Our FAQs template gives you the structure flow to automate the responses to those questions that bother your agents time after time.

WhatsApp works with interactive templates (this is why you will need to have your number and channel configured beforehand!)

Create a WhatsApp template and configure your answers. That is all you need to do to have your automation up and running in minutes.

You have a detailed tutorial of the whole process to begin working with this template, as well as a link to download it here.


Form Template description

Who has not entered a website only to find a form to collect data?

This was all and well when there was no other alternative.

However, now you can make the process fully automated, from the conversations to storing the data.

A form automation serves this specific purpose.

We have configured and developed a template that collects the following information:

-Name
-Last name
-Email
-Phone
-Information about the request

You can play with the conversation flow and edit the content of every response.

Having this template working on your WhatsApp is as easy as following the tutorial and downloading the template in the following link.

Webinar template description

We called this template after one of our favourite ways to share information.

Webinars are a great opportunity to build a connection with your existing clients or converting leads into real customers. They can see one of the members of your team explaining a certain feature or sharing knowledge.

So, webinars are a great way of collecting information that will be useful for marketing purposes.

The template will be of great help for the process pre-webinar: asking customers for their data to send them the link for the event.

By using this template, you will automatically collect:

Name
Last name
Email
Phone

As stated in the previous templates, you can configure and edit the whole process. Ask for more, less information, change the wording… it’s up to you!

Try it for yourself by following our template tutorial and downloading it in this link.

Lead Magnet Template description

Let’s imagine you have invested time and effort in creating an amazing ebook to get more leads.

Maybe you have a page on your website that links to it (as we do). It’s common practice to use a form to require information and then send the document.

It’s much better to automate a conversation that collects the same amount of information in a dynamic way and directly provides the lead magnet.

The automation, once configured and ready to work, will collect 24/7 the following information:

Name
Last name
Email
Phone

Attaching the lead magnet is as easy as copying the link on the template and users will be able to open the doc directly in their WhatsApp conversation.

Download the template and see the whole process to get it ready here.

10.8 Chatbots practice: Select and install a template

Try to build your first WhatsApp chatbot with a template within 15 minutes!

1. Create your WhatsApp channel on WOZTELL.
2. Choose and download a template in the template gallery. (Tips: you can watch the tutorial after you have picked one in the template gallery!)
3. Import to your WOZTELL platform account.
4. Add the template to your WhatsApp Channel.

10.9 Integrations: CRM integrations
WhatsApp could be integrated with any CRM. We will use the Zoho CRM integration already done by our partner WOZTELL to show you some of their features.

Enable the WOZTELL extension

In this tutorial we are going to explain step by step how to integrate WOZTELL with ZOHO CRM and thus be able to manage leads and contacts from WhatsApp from ZOHO CRM as an example.

The integration follows the same steps as Zoho Cliq, if you have already done it, you will see that the permissions appear blank (you have already accepted it).

We connect our ZOHO account with access to ZOHO CRM.

Click on the following link
A new window will open asking us to access WOZTELL.

[10.9 – 1] Once we access WOZTELL, we will be asked to select the organization to which we want to link the installation in case we have more than one as it can happen with the “Agency” plan or higher.

[10.9 – 2] Click on confirm and access another window where we will have to accept the necessary permissions for WOZTELL to connect to the application.

[10.9 – 3] Then, we will have to accept the ZOHO permissions to connect to the WOZTELL extension.

Configure WOZTELL in ZOHO CRM

Once the installation is finished, we will be able to access the configuration screen, where we can define the predefined format for the phone numbers and channels we want to connect to CRM.

This configuration screen can be found in the ZOHO Marketplace tab and, within it, in the installed applications tab.

[10.9 – 7] The first thing we will do is set the default format of the phone numbers in the most frequent country in our database.

We will define the most common prefix (by selecting the country) and the length in digits of the phone number.

In our example, we select the prefix of Spain and 9 digits as the default length. Click on “SAVE” to save.

This configuration is for ZOHO CRM to recognize WhatsApp numbers.

For phones that are not from the default country, we will have to save them in international format.

[10.9 – 8] The next thing to do is to connect the channels we are interested in. We will do this by clicking on the “Not connected” button in the “Status” column.

[10.9 – 9] The “First conversation message” column allows us to define the automated welcome message we want for each of the channels.

Manage conversations in ZOHO CRM

[10.9 – 10] Once the installation is finished we will be able to perform several actions in ZOHO CRM.

The specific functionalities of ZOHO CRM are:

-Create new contacts and leads automatically
-Start a WhatsApp conversation directly in CRM.
-Check and manage the Opt-out of WhatsApp customers.
-Configure a welcome message in each channel.
-Send WhatsApp templates.

10.10 Integrations: Webhooks

The webhooks allow you to connect WhatsApp with other tools.

10.11 Integrations: API integrations
The WhatsApp API is incredibly powerful. discover its possibilities in this video.

Chapter 11: Getting the most out of WBP across the customer journey

11.1 How to get the most of of WBP
In this video we will help you understand how you can make the most of WhatsApp to interact with your customers throughout the entire customer journey.

11.2 Using WhatsApp con the customer journey
Your customers already use WhatsApp to talk to family and friends, but increasingly, they’re also using it to talk to your business.

Thankfully, you’re on the WhatsApp Business Platform, which means you can take these conversations a step further by providing personalized recommendations based on what your customers have bought or browsed, and what you think they’d enjoy most.

11.3 WBP use cases
In this video, we will see a series of use cases related to WhatsApp that we hope will inspire you to create your own.

Chapter 12: WBP analytics

12.1 WBP dashboards
Data analytics is essential to be able to know which strategies are working properly.

In this video we will see how to get data from our WhatsApp campaigns.

Chapter 13: Additional resources

13.1 Additional learning resources

Data analytics is essential to be able to know which strategies are working properly.

In this video we will see how to get data from our WhatsApp campaigns.

Here, you can check additional learning resources to expand the use of WhatsApp Cloud API:

WOZTELL ebooks

How to convert your leads into sales with WhatsApp and Zoho

An Unfailing Guide to WhatsApp for e-commerce

The definitive guide to WhatsApp for education

Definitive guide to WhatsApp Cloud API for Startups

 

Sanuker ebooks

Managing customer conversations at scale with the WhatsApp Business API

13.2 Documentation

Here, you will have direct links to all the documentation that can help you to become a successful WhatsApp Business Platform manager.

WOZTELL documentation
WhatsApp documentation
Meta for developers documentation