The free WhatsApp Business app is for a human answering by hand: greeting and away messages, catalogue, quick replies. The Business Platform is for when a system does the answering: a receptionist that checks the diary and offers only free slots, an automatic reminder asking for confirmation, a booking confirmation with a cancellation code. To use it you need a provider (BSP) or a software like HousemanAI that manages it for you.
The cost is per conversation, by category (marketing, utility, authentication, service), within 24-hour windows: inside the window the dialogue continues with no new charges. For a business that uses WhatsApp to serve customers — not to spam — the line item stays in the cents per conversation, far less than a missed call.
Frequently asked questions
- WhatsApp Business free app or API: which do I need?
- If you answer the messages yourself and volume is low, the free app is enough. If you want bookings, reminders and confirmations to run on their own, you need the Business Platform through a software or a provider.
- Do I lose the number I've always used if I switch to the API?
- No: you connect your existing number ('bring your own number'). Chats go through the management system, but for customers it's the same number as always.