A study revealed that 95% of Brazilian companies use WhatsApp, solidifying it as the most popular chat platform in the country. This statistic reflects the tool’s efficiency and practicality, 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 functionalities beyond the basics, but it’s the Official WhatsApp API that provides a more practical and professional solution. With it, companies can not only respond to customers quickly but also incorporate essential features like integrated payments, automated support, and post-sales management. These tools make the Official WhatsApp API a strategic resource for businesses looking to optimize processes and enhance 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 customer service automatically,” says Alberto Filho, CEO of Poli Digital.
In Brazil, about 164,000 chatbots are currently 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 closing 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 ability to start a conversation on one channel and continue it on another without losing interaction history. This continuity is important for brands dealing with high interaction volumes, enabling a centralized view of all customer touchpoints,” says the CEO of Poli Digital.
Payment
Beyond customer service, using a platform integrated with the Official WhatsApp API also enables automated payments directly within the platform. An example of this functionality is Poli Pay, a solution developed by Poli Digital. With it, customers can make payments directly in the chat while receiving support, making the purchasing process more convenient and seamless.
This functionality has been gaining 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 allows the creation of product and service catalogs with photos, as well as the generation and sending of ‘shopping carts’ with payment links. All of this is integrated with Mercado Pago and PagSeguro.
“The goal is to provide a seamless shopping experience, eliminating barriers and increasing conversion opportunities,” explains Alberto Filho. This approach is backed by data: a Poli Digital study reveals that the conversion rate using Poli Pay can be almost three times higher than traditional e-commerce.
Security
For businesses that are not yet part of this trend and want to get started, Alberto emphasizes the importance of choosing a chatbot provided by an official Meta Group partner, which offers a range of important benefits—most importantly, security.
The official integration ensures that all interactions via WhatsApp are conducted securely, protecting user data and preventing practices that violate platform guidelines. This significantly reduces the risk of suspension or termination of communication channels, a common issue for businesses using unauthorized 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 enable the delivery of differentiated experiences and the capture of a larger share in an increasingly competitive market,” concludes the CEO of Poli Digital.
