FAQ

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

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

B2Chat also offers multiple features which companies can take full advantage of, such as:

• Visualize chat and agent management reports any time and in real time.
• Create tags to categorize chats.
• Unlimited WhatsApp mass messages*
• Audit your team of agents on the platform.
• Set up chatbots for FAQs, satisfaction and solutions.
• Divide teams into departments.
• Keep and review chat history without an expiration date.

*Keep in mind that WhatsApp in its mass messages policies limits the number of messages to avoid spam. For B2Chat there is no restriction, however, they have a charge per conversation.

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

With B2Chat you’ll be able to send mass messages on WhatsApp, following the policies established by them. You’ll find a mass message functionality, where the company can set up the messages and then, deliver them to the clients from a data base. Even though there’s a limit on the number of mass messages you’ll be able to send, it may be expanded depending on the behavior of the line. However, this a decision made by WhatsApp. Regarding the prices for mass messages, B2Chat charges per Conversation. Conversations have no quantity limits and are not tied to a plan.

Users may use a personal or business line with B2Chat. However, once the line is set up to be used in B2Chat, it will be converted to an Enterprise line (API), therefore, by WhatsApp provision, this line cannot be used again as another type of line (Messenger or Business).

Companies that use WhatsApp with B2Chat have access to endless possibilities. However, there are requirements and conditions that must be taken into account.

This is what you CAN do in the B2Chat’s 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 locations.
• Send and receive voice notes from customers.
• Communications audit.
• The SIM associated with the line that is connected to B2Chat can be used on a cell phone only to receive and make calls, if required.
• The contacts that enter through WhatsApp are saved in a database that can be exported in B2Chat.
• Assign tags to conversations already initiated.
• Divide agents into departments and route conversations to a specific team.
• Transfer chats between agents.
• Audit conversations.

This is what you CANNOT in the B2Chat’s console:

• Lines connected to B2Chat cannot be registered in WhatsApp from a cell phone. This damages the connection of the line with B2Chat.
• B2Chat does not receive or send contacts.
• All lines connected to B2Chat start as new. Chats cannot be imported.

B2Chat offers two plans:

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 have a WhatsApp line, includes 2 users, unlimited channels (Facebook Messenger, Instagram, Telegram and Livechat)
If you want to discover what these plans include and how consumption is charged on WhatsApp, we invite you to visit our plans and prices page.

To purchase B2Chat, consider these two scenarios:

If your company wants the plan without WhatsApp, you just have to communicate or fill in any information that allows you to schedule a demo and activate a free 7-day trial.

If your company wants the plan with WhatsApp, you must first have a website, Facebook Business verified (B2Chat helps you with the verification process) and fill out the form or communicate through any channel to request the free demo. Also, you can activate the 7-day trial to get to know the tool, but you will not be able to link WhatsApp in the trial.

If you want more information, get in touch with a specialist and schedule your demo.

B2Chat has two types of Chatbots: Solution Chatbot or FAQ’s and Satisfaction Chatbot.

ChatBot FAQ’s:

• Automatic Answers.
• Set the most frequent questions and answers from customers to be answered automatically.
• Chat transfer: If your customer can’t solve their doubt with a Chatbot, they can choose the option to speak with an agent.
• The answers can have images, text, emoticons and links.
• See more about the FAQ’s Chatbot

Chatbot Satisfaction:

• Give your customers the option to rate the service.
• Offer two options for rating: binary method or star rating.
• Show the option to speak with the advisor again, if the client requires it.
• See more about the Satisfaction Chatbot

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

This integration consists of creating a Ticket in Zendesk or Freshdesk from a chat that enters B2Chat.

We know that many companies are developing their own BOTs for messaging, that 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 in B2Chat.

Companies that want to acquire an official line of WhatsApp API must meet two requirements: Facebook Business Manager verified and have a website. Additionally, there are restrictions established directly by Meta (Facebook) on the acquisition of the WhatsApp API for some industries or types of business, for example food supplement companies, sex shops, liquor, among others.

You can review other related questions Does B2Chat help with Facebook Business Manager verification?

B2Chat offers support from start to finish in the Facebook Business Manager verification process for the acquisition of an official WhatsApp API line. Collaboration is a pillar of customer service at B2Chat. However, please note that while B2Chat assists in this process, it is entirely under the jurisdiction of Meta (Facebook).

B2Chat has official WhatsApp API lines. We do not sell unofficial or QR lines. The WhatsApp QR lines offered by other providers are not official and do not allow sending mass messages among other restrictions. If WhatsApp (Meta) discovers that a company misuses its channel, even through unofficial lines, it proceeds to cancel the line for use of the application in any of the options it provides.

If you are wondering if your company can sell B2Chat to customers or interested people, the answer is yes. B2Chat has a program for Partners, to be part of it, you must communicate with a specialist through the channels that B2chat has for the acquisition.

B2Chat has some forms on the website where you can fill in your data and in a short time they will contact you to schedule a meeting. You can also do it through the WhatsApp button on the home page of the website.

B2Chat has an audit module that allows you to see the conversations and their history, if you want to know more you can visit this page.

B2Chat is not free, however, it does offer a seven-day free trial option, where you can try out channels like Facebook Messenger, Instagram, Telegram, and Livechat. This free trial does not require a Credit Card. You can request it from a specialist and if you want to continue after seven days, choose the plan that best suits your needs (without WhatsApp for $19 USD or with WhatsApp for $80 USD). This test is not enabled for WhatsApp.

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

The implementation time for the Plan Without WhatsApp can be less than two days. For the process of WhatsApp lines, companies must take into account several criteria, including whether or not the company acquiring B2Chat has a verified Facebook Business Manager. This verification can take up to 5 days by Meta (Facebook) but sometimes it can be one day. Similarly, B2Chat collaborates in the verification process.

In addition to the verification process, an official line approval and assembly time is required that can take up to 5 days by WhatsApp and finally, the Tokenization process, which is the payment method.

Yes, that’s right, WhatsApp Official API allows you to send mass messages to contacts that your company wants. These contacts must be listed in a database. However, it is recommended that the contacts to whom a message is sent agree to receive it and are interested in content that the company can deliver to them.

With B2Chat you can integrate different Telegram accounts, without restriction or extra charge.

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

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

In B2Chat, the Telegram channel does not have a cost for conversations or for implementation, this channel is already included in the plans with WhatsApp or without WhatsApp.

LiveChat does not generate an extra charge for conversations or for the implementation of the channel in any plan, be it without WhatsApp or with WhatsApp.