A study revealed that 95% of Brazilian companies use WhatsApp, consolidating it as the most popular chat platform in the country. This statistic reflects the tool’s efficiency and practicality, facilitating 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 that go beyond the basics, but it’s the Official WhatsApp API that provides a more practical and professional solution. With it, companies can not only serve their customers quickly but also incorporate essential features such as 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 improve 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 fast, for example. They also handle customer service 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, resolving doubts, scheduling appointments, and even closing sales.
Integration
Alberto Filho explains that it is now possible to integrate advanced chatbots with systems such as CRM (Customer Relationship Management), ERP, and e-commerce platforms. With these integrations, routine tasks like 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 interaction history. This continuity is important for brands handling high volumes of interactions, enabling a centralized view of all consumer touchpoints,” comments the CEO of Poli Digital.
Payment
Beyond customer service, 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 and the creation 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, eliminating barriers and increasing conversion chances,” explains Alberto Filho. This approach is backed by data: a Poli Digital study reveals that the conversion rate using Poli Pay can be nearly three times higher than traditional e-commerce.
Security
For companies that are not yet part of this trend and wish to start, Alberto highlights the importance of choosing a chatbot provided by an official Meta Group partner company, which offers a range of important benefits and, above all, security.
The official integration ensures that all interactions via WhatsApp are conducted securely, protecting user data and preventing practices that violate the platform’s guidelines. This significantly reduces the risk of suspension or termination of contact methods—a common issue for companies using unapproved solutions.
“With the advancement of the Official WhatsApp API as a central platform for sales, customer service, 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.
