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Why Choosing the Right WhatsApp Solution Matters
WhatsApp is the biggest messaging app and communication platform in Singapore, with over 70% of people in Singapore using it regularly. Due to its large user base and high engagement rate, it is an essential channel for businesses to connect with their customers. A Twilio study revealed that 72% of Singapore consumers are open to making purchases directly through WhatsApp, and nearly 40% would spend at least 20% more if conversational messaging is available.
Beyond just messaging, WhatsApp also allows businesses to collect first-party data through direct, opt-in conversations—enabling brands to better understand customer preferences, behaviors, and needs in a privacy-compliant way.
If you are seeking to grow your business in Singapore, you need to look no further than this article to understand whether WhatsApp Business or WhatsApp Business API is the best fit.
With the WhatsApp Business API, a product like Crescendo Lab's CAAC enables WhatsApp to function as a full-service communication hub. Businesses, particularly clinics, educational providers and professional service providers can streamline operations by automating responses, managing large volumes of new message inquiries, and easily integrating with CRM systems—all while delivering a personalized customer experience.
Whether you're confirming appointments, answering pre-surgery questions, or handling school enrollment queries, CAAC helps you do it faster, smarter, and at scale.
Choose the WhatsApp Business App if:
- You run a solo practice or small team (1–2 people)
- You manually reply to each message and don't mind doing so
- You don't need CRM integration, chat routing, or chatbots
- You prefer a free, mobile-based tool without setup costs
Example: A freelance tutor who answers inquiries personally and manages only a handful of chats a day.
Choose the WhatsApp Business API if:
- You want to actively grow your business on WhatsApp — not just respond to customer inquiries.
- You have multiple teammates who need to collaborate on WhatsApp.
- You want to broadcast messages — whether important updates or promotions — to many people at once, instead of sending them one by one.
Example: A plastic surgery clinic with multiple staff handling appointment requests, or a private school receiving dozens of inquiries per day during enrollment season.
Constraints of WhatsApp Business API
There are still a few key differences on WhatsApp Business API that one needs to note before jumping in:
- WhatsApp API does not support voice call
- Free-flow message is limited — you can only send free-form message to your customers within 24 hours of their message to you, outside of that response window, you can only send pre-determined template messages
WhatsApp Co-Existence
From speaking with many businesses, a common challenge emerges: they want the automation and integrations that come with an API-based solution, but they don’t want to lose the ability to make voice calls or follow up with customers at any time.
Previously, you had to choose between the WhatsApp Business App or the Business API — you couldn’t have both. With the new WhatsApp Co-existence feature, a single number can now be active on both. This means you can enjoy the benefits of automation and integrations without giving up any existing capabilities.
Get Started with CAAC by Crescendo Lab
Crescendo Lab's team can help assess your needs and show you how CAAC makes it easy to get started with automation, without needing to write any code. CAAC will take care of providing professional advice for growing your WhatsApp.
If you're interested in growing your business, discuss CAAC with our team to ensure you're maximizing your business’s potential.
👉 Read more about our product or Talk to Our Team
Kaya Heimowitz
English Content Marketing Intern
