How does the WhatsApp Business API work?

The **WhatsApp Business App** and the **WhatsApp Business API** (used by Spoki) are two completely different solutions designed for different business needs:\n\n**WhatsApp Business App:**\n• Designed for small businesses and sole proprietors\n• Manual message management\n• Limited to 5 devices simultaneously\n• Maximum 256 contacts per broadcast\n• No automation capabilities\n• Free but with significant limitations\n• No CRM or integration support\n\n**WhatsApp Business API (Spoki):**\n• Designed for medium to large businesses\n• **Unlimited operators**: Your entire team can manage conversations simultaneously\n• **Unlimited broadcasts**: Send messages to thousands of contacts\n• **Advanced automation**: Chatbots, automatic responses, intelligent workflows\n• **CRM integration**: Connect with your existing tools (HubSpot, Salesforce, etc.)\n• **Analytics & reporting**: Detailed statistics on your communications\n• **No ban risk**: Official API approved by Meta for bulk messaging\n• **Cloud-based**: No need to keep a phone connected\n• **Multi-channel**: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with **thousands of platforms** through native integrations, Zapier, Make (Integromat), and Webhooks.\n\n**Native Integrations:**\n\n• **E-commerce**: Shopify, WooCommerce, PrestaShop, Magento\n\n• **CRM**: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign\n\n• **Marketing**: Mailchimp, Google Sheets\n\n• **Payment**: Stripe, PayPal\n\n• **Support**: Zendesk\n\n**Via Zapier/Make:**\n\nConnect to **4,000+ platforms** including:\n• Google Workspace (Sheets, Calendar, Drive)\n• Microsoft Office 365\n• Slack, Trello, Asana\n• WordPress, Webflow\n• Custom apps via API\n\n**Webhooks & API:**\n\nFull REST API for developers to build custom integrations.

Effective Communication on WhatsApp: What are Templates, Open Templates, and Free Messages?

Q: What is Spoki?

**Spoki** is a comprehensive **WhatsApp Business API platform** that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.\n\nWith Spoki, you can:\n\n• **Automate communications**: Send automated messages, create chatbots, and set up intelligent workflows\n\n• **Manage customer support**: Multi-operator team management with ticketing system and conversation routing\n\n• **Increase sales**: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp\n\n• **Marketing campaigns**: Send bulk messages to thousands of contacts with personalized templates\n\n• **AI-powered features**: Leverage artificial intelligence to automate responses and qualify leads 24/7\n\n• **Integrate with your tools**: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools\n\nSpoki is an **official Meta Tech Partner**, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

22 May 2024

Updated on 21 March 2026

3 min read

Listen to article

WhatsApp and Spoki offer versatile communication tools that can be adapted for different purposes, from marketing to sales and customer care. Understanding how and when to use free messages, template messages, and open templates allows companies to fully exploit the platform to improve customer engagement and optimize operational processes, developing their business on WhatsApp.

Types of Messages on WhatsApp

1. Free Messages

Free-form messages are those that can be sent within 24 hours of the customer’s last contact. These messages offer maximum flexibility and spontaneity, ideal for personalized, real-time communication.

Usage examples:

Client support: A customer asks for details about a product, and the company responds with specific information.
Order management: Real-time updates on an order in progress, such as delivery changes.

Learn more HERE and HERE.

2. Template Messages

Template messages are pre-approved by WhatsApp and are required when there has been no interaction in the last 24 hours. They must be used to start a conversation or send important communications outside the free-form message window.

Template categories:

Utility: Order confirmations, shipping notifications, or subscription changes.
Marketing: Promotions, special offers, product updates, or events.
Authentication: OTP codes to verify the customer’s identity.

Usage examples:

Utility: Sending a template to confirm an appointment.
Marketing: Notification of an upcoming sale or launch of a new product.
Authentication: Sending an OTP code for secure login to the company’s website.

Procedure for creating and approving templates:

To create a new template, you need to fill in the fields required by WhatsApp, including the name, category, and message details. This process ensures that the contents comply with WhatsApp’s guidelines and do not violate current regulations.

Learn more HERE.

3. Open Template

Open templates offer a middle ground between rigid templates and free-form messages, allowing you to insert a portion of personalized text before sending. These are particularly useful for responding to situations that require a certain degree of personalization but occur outside the 24-hour window.

Usage examples:

Delayed response: A customer writes on Friday evening and the company responds on Monday using an open template to personalize the reply message.

Learn more HERE.

Considerations on Message Management

Automations and Integration: By using response buttons and links, messages can trigger other automatic actions, such as newsletter subscriptions or order confirmations.
Multilingual: Templates can be created in different languages to manage communications in multiple markets, improving the efficiency and relevance of messages.

Best Practices for Marketing on WhatsApp

Personalization: Boost engagement by personalizing messages with dynamic fields like customer name.
Consistency: Maintain consistency in your messages to build a reliable and professional brand image.
Content Optimization: Ensure that messages are clear, direct, and visually appealing.

Effective Strategies for Sales and Communication on WhatsApp

Campaigning: Use marketing templates for massive promotional campaigns.
Engagement: Use open templates and free messages to maximize personalized interaction.
Automation: Leverage the platform to automate responses and manage customer interactions more efficiently.

In conclusion, a thorough understanding of WhatsApp’s functionalities combined with those of Spoki, as well as their strategic use, can transform this channel into a powerful marketing and customer service tool. This allows companies to respond promptly and effectively to customer needs, increasing customer satisfaction and loyalty, and achieving the set business objectives.

Do you want to integrate WhatsApp Marketing into your business?

Start with a free account on Spoki and start your first campaigns with 5 € of included credit.

Try free

Or contact us to build your winning strategy together. We are waiting for you!

Book the Call

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.