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 beyond the basics, but it’s the WhatsApp Official API that provides a more practical and professional solution. With it, companies can not only respond to customers quickly but also incorporate essential features such as integrated payments, automated support, and post-sales management. These tools make the WhatsApp Official 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 to 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 even 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 today it’s 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 dealing with high volumes of interactions, enabling a centralized view of all customer touchpoints,” comments the CEO of Poli Digital.
Payment
Beyond customer service, using a platform integrated with the WhatsApp Official 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 receiving support, making the purchasing process more practical and integrated.
This functionality has gained traction in the market and is rapidly expanding. 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 generation and sending of ‘shopping carts’ with payment links—all 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 backed by data: a Poli Digital study reveals that conversion rates using Poli Pay can be nearly three times higher than traditional e-commerce.
Security
For businesses that haven’t yet joined this trend and want 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.
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 WhatsApp Official 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 differentiated experiences and capture a larger share in an increasingly competitive market,” concludes the CEO of Poli Digital.
