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 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 streamline processes and enhance customer experience.
These are known as 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, approximately 164,000 chatbots are in operation, according to the Map of the Brazilian Bot Ecosystem. These systems go beyond the basics: they use artificial intelligence to simulate near-human interactions, resolving queries, scheduling appointments, and even closing sales.
Integration
Alberto Filho explains that today it is 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 gives 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 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. One example of this functionality is Poli Pay, a solution developed by Poli Digital. With it, customers can make payments directly in the chat while being assisted, making the purchasing process more convenient and integrated.
This functionality has gained traction in the market and is in full expansion. 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 a payment link option. All 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 study by Poli Digital 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 emphasizes 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 conducted via WhatsApp are carried out securely, protecting user data and preventing practices that violate the platform’s guidelines. This significantly reduces the risk of suspension or termination of contact channels—an issue common for companies using non-certified solutions.
“With the advancement of the Official WhatsApp API as a central platform for sales, support, and marketing, brands that embrace these trends will align with global communication and innovation practices by 2025. This will allow them to offer differentiated experiences and capture a larger share in an increasingly competitive market,” concludes the CEO of Poli Digital.
