WhatsApp Marketing for Business: Permission, Service and Follow-Up

WhatsApp can make it convenient for customers to ask questions and receive service updates. It should be a communication channel customers choose, not a list to message without permission.

Set up the business profile

Use accurate business details, service hours and a short description. Make the contact link available on relevant pages and state what type of help people can request.

Ask before sending promotions

Explain what messages a person will receive and how often. Keep consent records, honour opt-outs promptly and do not buy or scrape phone lists. Follow WhatsApp's current business policies and local privacy requirements.

Make responses useful

• Use a welcome reply that sets expectations.
• Answer the question before pushing an offer.
• Use saved replies for routine facts, then personalise where needed.
• Escalate complex issues to a person.

Measure service quality

Track response time, resolved enquiries, bookings and opt-outs. Review templates so they remain accurate. Respect customer timing and avoid repeated messages when someone does not respond.

Related reading

Explore these connected guides for practical next steps:

• Email Segmentation: Send More Relevant Campaigns
• Email Marketing for Small Businesses: Build a Useful Newsletter