Version: 10All Creatio products

Feature comparison for supported WhatsApp integration options

Creatio offers both out-of-the-box WhatsApp integrations (via Twilio or directly via Meta Cloud API) and Marketplace extensions. This article delves into the key differences between these approaches, helping you make an informed decision about the best solution for your specific needs.

View the feature comparison for supported WhatsApp integration options in the table below.

Twilio (out-of-the-box)	Meta Cloud API (out-of-the-box)	Ada AI Chatbot	Beesender Chat Master	Cooby WhatsApp Integration
Developer
Creatio	Creatio	Creatio	Aimaras	Cooby
WhatsApp account type
Business account	Business account	Business account	Business account	Personal account / Business account without API
Integration type
WhatsApp Business API + Twilio subscription	WhatsApp Business Platform (Meta Cloud API)	WhatsApp Business API + Twilio subscription + Ada account	WhatsApp Business API + Twilio subscription or other business providers of WhatsApp on demand	Google Chrome extension
Access to chats from desktop
Agent Inbox	Agent Inbox	Agent Inbox	Custom section for Beesender	−
Access to chats from mobile devices
−	−	−	−	WhatsApp app
Most used for
Service, Sales	Service, Sales	Service, Sales	Service, Sales, HR, Marketing (survey)	Sales, Service
Supported interaction type
Multiple-to-one messaging	Multiple-to-one messaging	Multiple-to-one messaging	Multiple-to-one messaging	One-on-one messaging
Voice or video calls
−	−	−	−	+
Groups
−	−	−	−	+
Respond to incoming chat
+	+	+	+	+
Initiate a chat conversation
+	+	−	+	+
Customer identification by WhatsApp number
+	+	+	+	+
Transfer the chat to another agent or queue
+	+	+	+	−
Data synchronization
Real-time	Real-time	Real-time	Real-time	From Chrome extension (every 5 – 7 minutes)
Contact synchronization
Inside Creatio. Only data from incoming dialogs that are initiated after the integration is configured and synchronized.				WhatsApp web app
Images and files synchronization
+	+	+	+	+
Auto responses
+ Message templates could be added in your Twilio account and sent via a business process (Send chat messages element).	+	+	+	+
WhatsApp pre-approved templates
− Message templates could be added in your Twilio account and sent via business processes, through custom development.	−	−	+	−
Chatbots
+ (AI automation via the Customer Communication Hub section)	+ (AI automation via the Customer Communication Hub section)	+	+	−
Chat history in Creatio
Chats section Timelines of related objects	Chats section Timelines of related objects	Chats section Timelines of related objects	Beesender chat section Timelines of related objects	WhatsApp's Chats section
Channel setup features
Twilio account is necessary Installed out-of-the-box	Meta Business portfolio and WhatsApp Business Account are necessary Installed out-of-the-box	Ada account is necessary Installed from Marketplace	Twilio account is necessary Installed from Marketplace All business providers of WhatsApp (on demand)	Cooby account is necessary Installed from Marketplace

See also​

See also