---
title: Guide to Serviceform's WhatsApp for Business
slug: docs.serviceform.com
description: Increase customer engagement and streamline communication with Serviceform's WhatsApp for Business. Connect with potential customers through instant chat and ask customized questions on your website. The platform includes features like a social inbox, lea
docTags: 
createdAt: 2023-06-20T08:08:35.000Z
---

### What is Serviceform’s WhatsApp for Business?

Serviceform's WhatsApp for Business improves the WhatsApp Business account. It helps connect with potential customers by asking them a few easy questions and allowing them to instantly chat with you on WhatsApp through your website. 

### Features of the current Serviceform’s WhatsApp for Business version

Let's see what Serviceform's WhatsApp for Business can do right now:

- If you are already using a number for WA Business, you cannot use it in the integration.
- It works as a simple bot with 3 types of questions: 
  - Select one question
  - Select list (custom work)
  - Statement 
- The number of questions allowed depends on the type:
  - For "Select one" questions, you can have up to 3 options, but only one option can be selected. So you can have up to 3 questions, each with 3 options.

::Image[]{alt="Serviceform’s WhatsApp for Business: Select one question type" src="https://lh5.googleusercontent.com/zUBCd0i5yuAt_Ou087QJmPfxQjjpwCNGh1B20aHtQKYl6PXEvI2niogfaPTBDpc7oIjkK_vh3B_RBMp2cLgtTs5M2n47w_7TdKFGbR4xdPE3wu-8kAYk2uRbzRy3B-d-14U6ZhgZpvFzYy5EREOeGcA" size="30" width="966" height="1438" caption="Serviceform’s WhatsApp for Business: Select one question type" position="center" showCaption="true"}

- For "Select list" questions, you can have up to 10 options, and only one option can be selected at once.

::Image[]{alt="Serviceform’s WhatsApp for Business: Select list question type" src="https://lh5.googleusercontent.com/cAMJitCXABI6Z48yLbgHNPWC8rDeiLv3CycxXWkRACj3sSiNEmHYkWz2MQtCIokGZD5ZIt7CCDts1GUJkfhEKwrNNKaqo7dJDSu0v_fZnXALUlrGDcQoMrblkCPspdH0nd_9Fw8yXdeASYqReKLvot4" size="30" width="911" height="1526" caption="Serviceform’s WhatsApp for Business: Select list question type" position="center" showCaption="true"}

- For "Statement" questions, customers can type any text, but the conversation won't continue after this question. An agent should join and continue the chat. For example, [Kamux](https://www.kamux.se/), [SAKA](https://saka.fi/fi/) and [Koto Design](https://www.kotodesignmarket.fi/).

::Image[]{alt="Serviceform’s WhatsApp for Business: Statement question type" src="https://lh3.googleusercontent.com/4NOaV8KwXF_IJIDvw-QYauAxJFZnFCA1g0TuCGl5Pvmr6ScJyYTHBjs45igEvcSBULOqUtCl_6O2cBxr7WrjwyVFdm2qCEl09BIObI3HGt77s4JODHyh6DPO9MAj8aKqIETckfvCoEONCTBWMe8gAEI" size="30" width="960" height="1426" caption="Serviceform’s WhatsApp for Business: Statement question type" position="center" showCaption="true"}

- Chats will appear on the social inbox and you can communicate with customers through the social inbox. 
- If the chat is not answered, it will be converted into a lead after 20 minutes. 
- Leads are generated when 24 hours have passed from every WhatsApp conversation.
- After the 24-hour window closes, we will consider the conversation initiated with the customer as a new one.

::Image[]{alt="Serviceform’s WhatsApp for Business: WhatsApp leads on Mobile app" src="https://lh3.googleusercontent.com/wXRcRbzfqugfrRJUrB3kTi1f9c4za_tHBQ_sY7K7GlhsQxaiW5_b20OW5Oh2cV5fPSOqX5iDg9v_xhKQjkjsNSTYtmy6b_i1Gh8JVakGNSfLoOwLJN2IVNBM2x2GPEy_OgyJC4C3TbnFMo27l1C5b40" size="30" width="720" height="1600" caption="Serviceform’s WhatsApp for Business: WhatsApp leads on Mobile app" position="center" showCaption="true"}

Customers can view chats and lead from the mobile app and also the social inbox.

- Each lead will have a "Chat on WhatsApp" option. Clicking on this option allows direct communication with the customer on WhatsApp.
- Any button in the WhatsApp bot can have a maximum of 20 characters.
- Make sure to enable live chat notifications to receive leads from WhatsApp.
- WhatsApp questions should always end with a text question.

### New features in the upcoming 15.08 release

As we continue to make Serviceform’s WhatsApp for Business better, look forward to the new features we'll release in the upcoming update.

- We'll move the settings section to the new dashboard, which will have a more user-friendly interface.
- When you build a bot, you can choose WhatsApp as the bot type
- The WhatsApp bot builder in the new dashboard will only have features that are supported by WhatsApp bots.
- However, customers must set up their Meta Account and give us their phone number, Phone ID, and bearer token.