Online security breaches and cyber-attacks are common. As of 2022, 68% of Indian users have experienced cybercrime at least once. 

So what does this mean for D2C businesses? 

D2C businesses must prioritise secure communication methods to protect their customers' sensitive information. It is the only way they can win customers’ trust. 

One such method is using One-Time Passwords (OTPs) for verification. While traditional SMS-based OTPs are common, they are not as secure as one might think. 

In fact, a more secure alternative to SMS OTP is WhatsApp OTP. 

Want to know how D2C brands can leverage WhatsApp OTP? Settle in, as we will be covering a Complete Guide to WhatsApp OTP Verification in this blog.

WhatsApp OTP: How To Send OTP on WhatsApp?

What is WhatsApp OTP Verification?

As D2C brands strive to enhance their security measures, WhatsApp OTP verification is a reliable solution that they can count on. 

WhatsApp OTP provides an extra layer of security for businesses and their customers, ensuring that only authorised users can access their accounts. 

By implementing WhatsApp OTP, businesses can protect their customers' sensitive data from unauthorised access and mitigate the risk of identity theft and fraud. 

Why use WhatsApp OTP? 

To understand why you need to use WhatsApp OTP, let us take a comparative study between WhatsApp OTP and SMS OTP.

For example, you can get a WhatsApp OTP within seconds, while SMS OTPs often take a long time to receive, mostly if there are network issues. 

Timing is not the only difference, there are more:  

• End-to-end encryption: WhatsApp offers end-to-end encryption, ensuring secure communication, whereas SMS messages are not encrypted, making them susceptible to interception.
• Global reach: WhatsApp is universally accessible, with only internet connectivity as a prerequisite. On the other hand, SMS relies on network coverage, which may be location-specific.
• Price: Sending SMS may incur charges, particularly for international messages. On the other hand, WhatsApp messages, including OTPs, are free of cost, utilising only internet data.

How to send OTP via WhatsApp

WhatsApp OTP sends a unique, temporary code to a user's registered mobile number to verify their identity. 

Unlike traditional SMS-based OTPs, which are easily misused, WhatsApp OTPs are end-to-end encrypted, making them significantly more secure. This encryption ensures that anyone cannot access the OTPs easily except for the users.   

To initiate the WhatsApp OTP process, businesses can integrate with a third-party OTP service provider that supports WhatsApp or opt for WhatsApp Business API. 

This service provider or WhatsApp API acts as an OTP generator, creating a unique code each time a customer triggers the OTP process. The code is then sent to the customer's WhatsApp number for verification.

Things You Need To Send OTP Through WhatsApp API

Setting up WhatsApp OTP verification for your business is a straightforward process. There are two main methods to send OTPs via WhatsApp - a shared or a dedicated number. Let's explore both:

Case 1: Sending OTP on WhatsApp using a Shared Number

Sending OTPs using a shared number on WhatsApp is simple and hassle-free. To get started, you must sign up with a WhatsApp Business Suite Solution Provider (BSP) that supports this feature, such as Pragma. 

Here's a step-by-step guide:

• Sign up for an account with the WhatsApp Business Suite by visiting their website and clicking on the registration link or Sign-in directly.  

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• After signing up and logging into your account, navigate to the "Broadcasts" section and select "Template Messages" followed by "New Template Messages". Refer to the tool’s guidelines for creating WhatsApp OTP verification template messages.Typically, it can take up to 30 minutes to get your template approved. 
• Once your template is approved, go to the API Docs section of your BSP's platform. Look for the "/sendTemplateMessage" API, which allows you to send OTP messages on WhatsApp.
• In the "/sendTemplateMessage" API, add the phone number to which you want to send the OTP message. Make sure to include the country code and remove any special characters. 
• If you have filled in the details appropriately, you will receive the OTP in the specific WhatsApp number now. However, the criteria is that the number should exist in WhatsApp. Otherwise, you can also create a trigger where the OTP will automatically be received as an SMS. 

Case 2: Sending OTP on WhatsApp with a Dedicated Number

If you prefer to send OTP messages using your dedicated number on WhatsApp, you'll need to apply for the WhatsApp API and get approval for your number. 

Here are the steps involved:

• Ensure you have a WhatsApp account using your phone number. If you don't have one, create a WhatsApp Business account using your phone number.

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• Choose a display name for your business that is easily recognisable and related to your brand. Refer to WhatsApp Business guidelines for choosing an appropriate display name.
• Create a Facebook Business Manager account and upload your business documents for verification. 

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• Once you have a verified account, follow the steps provided by WhatsApp to connect your WhatsApp Business account to the WhatsApp API. This process may involve linking your Facebook Business Manager ID and other necessary configurations.
• Once your account is approved, you can follow the steps mentioned earlier for sending OTPs using a shared number, but this time, you'll be using your dedicated number.

Sending OTP on WhatsApp – Use Case Examples

Did you know 25% of customers drop checkouts midway because of OTP issues? 

D2C brands can apply WhatsApp OTP verification in various scenarios to strengthen security and streamline the authentication processes. Here are some common use cases:

1. User Registration

With WhatsApp OTP verification, user registration becomes more secure and convenient. Users can receive the OTP on their WhatsApp number and verify their identity within the same app they use for communication. This streamlined process improves registration completion rates and enhances the overall user experience.

2. Password Reset

A quick and convenient password reset process is crucial when a user forgets their password. By using WhatsApp OTP verification for password reset, businesses can send the OTP to the user's WhatsApp number. The user can then use the received OTP to reset their password and regain access to their account, saving time and frustration.

3. Transaction Verification

For financial transactions, verifying the authenticity of the user is crucial. With WhatsApp OTP verification, businesses can send an OTP to the user's WhatsApp number to confirm a financial transaction. The user must enter the OTP to complete the transaction, ensuring only authorised users can perform financial activities on their accounts.

4. Account Recovery

In the unfortunate event of an account being compromised or inaccessible, WhatsApp OTP verification offers a secure solution for account recovery. By sending an OTP to the user's WhatsApp number, businesses can verify their identity and help them regain access to their account. This process prevents unauthorised access and protects the user's personal information.

Benefits of sending OTP on WhatsApp

WhatsApp OTP verification offers several advantages for your D2C business: 

• Enhanced Security: WhatsApp OTPs, with their encryption, provide a higher level of security than traditional SMS-based OTPs. The encryption makes it difficult for hackers to intercept and misuse the OTP, ensuring that only the intended user can access their account.
• Convenience: With WhatsApp OTP, customers no longer need to switch between apps to receive and verify OTPs. They can receive and authenticate OTPs within the same app they use for communication, streamlining the process and enhancing the user experience.
• Increased Trust: Businesses can build trust with their customers by prioritising security and implementing WhatsApp OTP verification. Customers are more likely to trust and continue using a brand that prioritises their security and offers a convenient authentication process.
• Interactive Features: WhatsApp OTP enables customers to communicate with businesses and ask questions during authentication easily. This interactivity improves the overall user experience and ensures a smooth verification process.
• Affordability: WhatsApp OTP verification can be a cost-effective option for businesses that must send many OTPs to customers. Unlike traditional SMS-based OTPs that incur SMS charges, WhatsApp OTPs utilise internet data, reducing business costs. 

Why should you use WhatsApp to send OTP

Are you worried about your D2C brand’s safety? Wondering how to protect your customers’ confidential data? 

‍With Pragma’s WhatsApp Suite solution, it is possible. You can sign up for this tool with your individual contact number and enable WhatsApp OTP using the steps we covered earlier. Pragma offers various other suits like a Return Management System, Checkout stack and others.

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Once done, your customers will receive OTPs on WhatsApp for completing a transaction, account verification or any other use cases you opt for. That way, D2C brands can prevent data breach possibilities. 

Final Thoughts

WhatsApp OTP verification offers businesses a secure and convenient way to protect their customers' accounts and sensitive information. By implementing WhatsApp OTP, businesses can enhance security, streamline authentication processes, and build customer trust. 

Whether it's user registration, password reset, transaction verification, or account recovery, WhatsApp OTP verification provides a reliable solution for various use cases. Consider implementing WhatsApp OTP verification in your business today and enjoy the benefits of enhanced account protection.

FAQs 

Can I receive WhatsApp OTP without requesting it? 

No, WhatsApp OTP is sent in response to a specific action or request, such as user registration, password reset, or transaction verification. It is not sent without user initiation.

Is there an API available for WhatsApp OTP verification? 

Businesses can integrate with WhatsApp APIs to send OTPs and verify user identities. This allows for seamless integration of WhatsApp OTP into existing authentication and verification workflows.

Can I use WhatsApp OTP for business verification? 

Yes, WhatsApp OTP can be used for business verification. By sending an OTP to a registered mobile number, businesses can verify their clients' identity and ensure their interactions' security.

How long is a WhatsApp OTP valid? 

The validity of a WhatsApp OTP depends on the specific implementation and the business's requirements. Generally, OTPs are valid for a short period, such as a few minutes, to ensure security and prevent unauthorised access.

Can I customise the message content of WhatsApp OTPs? 

WhatsApp provides guidelines and templates for OTP messages to ensure consistency and security. While some customisation options may be available, it is important to adhere to WhatsApp's guidelines to maintain the integrity and security of the OTP process.

How secure is WhatsApp OTP?

WhatsApp OTP offers enhanced security compared to traditional SMS OTPs.

The unique codes generated by WhatsApp are encrypted, making them more difficult for hackers and fraudsters to intercept and misuse.

‍Can I send OTPs to international clients using WhatsApp?

Yes, WhatsApp OTP is universally available and can send OTPs to clients worldwide. Ensure clients provide the correct country code when registering their mobile numbers to receive OTPs. 

What happens if a client doesn't receive the OTP?

You should have a contingency plan if a client reports not receiving the OTP. This may involve resending the OTP or troubleshooting issues like network connectivity. Your chosen OTP service provider may offer features to handle such situations.  

‍How can WhatsApp OTP benefit transaction verification?

WhatsApp OTP can provide a reliable method for verifying financial transactions. By sending an OTP on WhatsApp, businesses can add an extra layer of security to the payment process. Clients must enter the OTP to confirm the transaction, preventing unauthorised transactions and ensuring the client's and business’ peace of mind. 

‍Can WhatsApp OTP be used for password reset?

Absolutely! WhatsApp OTP provides a quick and convenient solution for password reset. Clients can request a password reset, and an OTP will be sent to their WhatsApp account. They can then use this OTP to reset their password and regain access to their account, saving time and reducing frustration.

‍Can I use WhatsApp OTP for user registration?

Absolutely! WhatsApp OTP can streamline user registration by allowing users to receive and verify their OTPs within the same app they use for communication. This enhances the user experience and increases completion rates.

‍Can WhatsApp OTP be used for account recovery?

Yes, WhatsApp OTP is an effective solution for account recovery. By sending an OTP to the client's registered WhatsApp number, businesses can verify their identity and help them regain access to their account. This process prevents unauthorised access and protects the client's personal information.

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