A study revealed that 95% of Brazilian companies use WhatsApp, solidifying its position as the most popular chat platform in the country. This statistic reflects the efficiency and practicality of the tool, which facilitates direct and agile communication between brands and customers, strengthening relationships and expanding interaction possibilities. The survey was conducted by Yalo.
The Business version of the app offers features beyond the basics, but it’s the Official WhatsApp API that provides a more practical and professional solution. With it, businesses can not only serve their customers quickly but also incorporate essential functionalities such as integrated payments, automated support, and after-sales management. These tools make the Official WhatsApp API a strategic resource for companies looking to optimize processes and improve the customer experience.
These are called intelligent automation solutions, advanced personalization, and multichannel integration, advancements that bring new possibilities for businesses.
“There are technologies like chatbots that integrate channels such as websites and social media—Facebook Messenger and Instagram Direct—with WhatsApp support, making everything more practical and faster, for example. They can even handle support automatically,” says Alberto Filho, CEO of Poli Digital.
In Brazil, around 164,000 chatbots are in operation, according to the Brazilian Bot Ecosystem Map. These systems go beyond the basics: they use artificial intelligence to simulate near-human interactions, answering questions, scheduling appointments, and even finalizing sales.
Integration
Alberto Filho explains that it is now possible to integrate advanced chatbots with systems like CRM (Customer Relationship Management), ERP, and e-commerce platforms. With these integrations, routine tasks such as updating invoices, order confirmations, or delivery status changes can be automated, allowing human teams to focus on more strategic activities.
“This strategy offers consumers the possibility to start a conversation on one channel and continue it on another without losing the interaction history. This continuity is important for brands handling high interaction volumes, enabling a centralized view of all customer touchpoints,” comments the CEO of Poli Digital.
Payment
Beyond support, using a platform integrated with the Official WhatsApp API also enables automated payments directly through the platform. An example of this functionality is Poli Pay, a solution developed by Poli Digital. With it, consumers can make payments directly in the chat while being assisted, making the purchasing process more practical and integrated.
This functionality has gained traction in the market and is expanding rapidly. The transaction volume processed by Poli Pay has already exceeded 6 million reais, demonstrating its effectiveness in simplifying transactions and increasing convenience for businesses and customers.
Alberto explains that Poli Pay enables the creation of illustrated product and service catalogs, as well as the generation and sending of ‘shopping carts’ with payment links. Everything is integrated with Mercado Pago and PagSeguro.
“The goal is to provide a seamless shopping experience, removing barriers and increasing conversion chances,” explains Alberto Filho. This approach is supported by data: a Poli Digital study reveals that conversion rates using the Poli Pay solution can be nearly 3 times higher than traditional e-commerce.
Security
For businesses not yet part of this trend and looking to get started, Alberto highlights the importance of choosing a chatbot provided by an official Meta Group partner company, which offers a range of important benefits—above all, security.
The official integration ensures that all interactions conducted via WhatsApp are done securely, protecting user data and avoiding practices that violate the platform’s guidelines. This significantly reduces the risk of suspension or termination of contact channels, a common problem for companies using unapproved solutions.
“With the advancement of the Official WhatsApp API as a central platform for sales, support, and marketing, brands that adopt these trends will align with global communication and innovation practices by 2025. This will allow them to offer unique experiences and capture a larger share in an increasingly competitive market,” concludes Poli Digital’s CEO.
