Frequently asked questions

B2Chat is a multi-agent and multi-channel platform that enables companies to sell more and serve their customers better through various instant messaging channels. B2Chat unifies all your chats from the following channels:

• WhatsApp
• Facebook Messenger
• Instagram Direct
• Telegram
• Livechat

In addition, B2Chat offers multiple features that companies can use to make the most of our platform:

• View chat and agent management reports at any time and in real time.
• Create labels for chats.
• Send unlimited WhatsApp bulk messages*.
• Conduct audits of the agent team on the platform.
• Configure Satisfaction, FAQ, and solution chatbots.
• Divide a support team into departments to route conversations to a specific team.
• Retain and review chat history with no expiration date.

*Keep in mind that WhatsApp in its bulk sending policies limits the number of messages to avoid spam. On B2Chat’s end there is no restriction, however, these generate a charge per conversation.

Yes, the APP is available for all our customers and you can access it by entering the following link in your browser: appm.b2chat.io

To acquire B2Chat, two scenarios must be considered:

1. If the company wants the plan without WhatsApp, it just needs to contact us or fill in any form to schedule a demo and activate a 7-day free trial.
2. If the company wants the plan with WhatsApp, it must first have a website, verified Facebook Business (B2Chat helps with the verification process) and fill in the form or contact us through any channel to request the free demo. The 7-day trial can also be activated to explore the tool, but WhatsApp cannot be linked during the trial.

If you want more information, contact a specialist and schedule your demo.

If you are wondering whether your company can sell B2Chat to interested clients or people, the answer is yes. B2Chat has a Partners plan. For this process you must contact a specialist through the channels B2Chat makes available for acquisition.

B2Chat provides forms on the website where you can fill in your details and you will be contacted shortly to schedule a meeting. You can also do it through the WhatsApp button on the website’s home page.

The user can use a personal or business line for the B2Chat service. However, once the line is configured for use in B2Chat, it will be converted to an Enterprise (API) line, therefore per WhatsApp’s policy this line can no longer be used as any other type of line (Messenger or Business). If you are still unclear about the difference between regular WhatsApp, Business or Enterprise (API), we invite you to learn about it in the following article

Companies using WhatsApp with B2Chat have access to a range of possibilities. However, there are requirements and conditions to keep in mind.

What CAN be done from the B2Chat console:

• Receive WhatsApp messages.
• Multiple agents can receive messages from a single WhatsApp line simultaneously.
• Any agent can access from any device with internet access.
• Send and receive images, PDFs, emoticons, and send locations.
• Send and receive voice notes from customers.
• Communications audit.
• The SIM card associated with the line connected to B2Chat can be used on a phone only to receive and make calls, if needed.
• Contacts that come in through WhatsApp are stored in an exportable database in B2Chat.
• Assign labels to initiated conversations.
• Divide several agents into departments and route conversations to a specific team.
• Transfer chats between agents.
• Audit conversations.

What CANNOT be done from the B2Chat console:

• Lines connected to B2Chat cannot be registered on WhatsApp from a mobile phone, as this breaks the line’s connection with B2Chat.
• B2Chat does not receive or send contacts.
• All lines connected to B2Chat start as new. Chats cannot be imported.

B2Chat has two types of Chatbots: Solutions or FAQ Chatbot and Satisfaction Chatbot.

Functions of the Solutions or FAQ ChatBot
Automatic Responses.
Configure the most frequently asked questions and answers from customers to be answered automatically.
Chat transfer: If your customer cannot resolve their question with a Chatbot, they can choose the option to talk to an agent.
Multimedia: Responses can include images, text, emoticons and links.

Learn more about the solutions or FAQ bot

Satisfaction Chatbot Functions
Give your customers the option to rate the service.
Offer two rating options: binary method or star rating.
Show the option to speak with an advisor again, if the customer requires it.

Learn more about the satisfaction bot

Currently B2Chat only has integrations for Customer Service CRMs: Freshdesk and Zendesk.

This integration consists of creating a Ticket in Zendesk or Freshdesk from a chat entered into B2Chat.

We know that many companies are developing their own BOTs for messaging, which is why B2Chat developed an API to transfer a user from a BOT to an agent.

We do not yet have services in our API focused on extracting or importing data into B2Chat.

B2Chat has two plans that adapt to the type of company wishing to obtain the service:

• With WhatsApp: This plan costs $80 USD and includes 1 WhatsApp line, 2 users and unlimited channels (Facebook Messenger, Instagram, Telegram and Livechat)
• Without WhatsApp: This plan costs $19 USD and does not include a WhatsApp line, includes 2 users, unlimited channels (Facebook Messenger, Instagram, Telegram and Livechat)

If you want to discover what else these plans include and how WhatsApp consumption charges work, we invite you to visit the pricing page.

B2Chat is not free, however, it does offer a seven-day free trial, where channels such as Facebook Messenger, Instagram, Telegram and Livechat can be tested. This free trial does not require a Credit Card; it is requested from a specialist, and if you wish to continue after seven days, you will need to purchase the plan without WhatsApp for $19 USD or with WhatsApp for $80 USD. This trial is not available for WhatsApp.

Request a free trial

Companies wishing to acquire an official WhatsApp API line must meet two requirements: verified Facebook Business Manager and have a website. Additionally, there are restrictions established directly by Meta (Facebook) regarding the acquisition of the WhatsApp API for certain industries or business types, such as dietary supplement companies, sex shops, liquor stores, among others. You can review other related questions at Does B2Chat help with Facebook Business Manager verification?

B2Chat provides end-to-end support in the Facebook Business Manager verification process, for the acquisition of an official WhatsApp API line. Collaboration in this step is a customer service cornerstone at B2Chat. However, it must be noted that while B2Chat provides assistance in this process, it is carried out entirely under the jurisdiction of Meta (Facebook).

B2Chat has official WhatsApp API lines. B2Chat does not sell unofficial or QR-type lines. WhatsApp QR lines offered by other providers are not official and do not allow bulk sending, among other restrictions. If WhatsApp (Meta) discovers that a company is misusing its channel, even through unofficial lines, it will proceed to cancel the line for use in any of the options it provides.

B2Chat allows sending bulk WhatsApp messages, under the policies established by WhatsApp for this functionality. Within the platform is the bulk sending feature, where the company can configure the send, which will then be delivered to the desired customers according to the number of messages WhatsApp allows. The limit can be expanded based on the line’s behavior and is a decision made entirely by WhatsApp. Regarding bulk WhatsApp sending charges, B2Chat charges per Conversation. Conversations have no quantity limits and are not subject to a plan.

Learn more about B2Chat bulk sending

Yes, Official WhatsApp API allows sending bulk messages to contacts the company desires. These contacts must be listed in a database. However, it is recommended that the contacts to whom a message is sent have agreed to receive it and are interested in content the company can provide.

B2Chat support has different service channels available to users, who will choose through which one they want to communicate. These channels are the following:

The implementation time for the Plan Without a WhatsApp Line can be less than two days. For the WhatsApp line process, companies must take several criteria into account, including whether the company acquiring B2Chat has a verified Facebook Business Manager or not. This verification can take up to 5 days on Meta’s (Facebook) end but can sometimes take just one day. Likewise, B2Chat assists with the verification process. In addition to the verification process, an approval and official line setup time is required which can take up to 5 days on WhatsApp’s end and finally, the Payment Method Tokenization process.

Unlike other providers, B2Chat does not charge extra for Instagram conversations or for implementing this channel. Learn more on our plans and pricing page.

Unlike other providers, B2Chat does not charge extra for Facebook Messenger conversations or for implementing this channel. Learn more on our plans and pricing page.

In B2Chat the Telegram channel has no cost per conversations or per implementation, this channel is already included in the packages with or without WhatsApp. Learn more on our plans and pricing page.

LiveChat does not generate an extra charge per conversations or for implementing the channel in any plan, whether without WhatsApp or with WhatsApp. Learn more on our plans and pricing page.

B2Chat has an audit module that allows you to view conversations and their history. If you want to learn more you can visit this link.