WhatsApp Business Features You Should Know About

by Tim

Updated on May 30, 2024

blog

You can connect with billions of potential customers directly through WhatsApp Business. Showcase your products, automate conversations, and provide seamless support—all in a single app that people love. This guide covers everything, from making an interesting business profile to interactive catalogs, automated messages, and powerful analytics. Whether you're a small business owner or part of a larger company, step up your game and leave your competitors behind. Welcome the future of customer engagement with WhatsApp Business. The chance is knocking—will you answer?

Key WhatsApp Business Features

Business Profile 

In WhatsApp, your business page is like a storefront; it's often the first thing people see about your brand. Making a profile that is both interesting and useful is important for making an impression that lasts and building trust right away.

You can think of your business page as a way to introduce yourself to possible customers and show them what you have to offer. You can add the following:

  • Business Name: Make it clear, memorable, and aligned with your branding.
  • Profile Photo: Use a high-quality logo or image that represents your business professionally.
  • About Section: Craft a compelling description that highlights what your business does and how it can benefit customers.
  • Address: Include your physical location (if applicable) to build trust and make it easier for customers to find you.
  • Business Category: Classify your business accurately to help customers understand your industry or niche.
  • Contact Details: Provide your phone number, email address, and website URL for seamless communication.

But it's not enough to just fill out the forms; you need to make your profile stand out for the best results. These tips will help you make a business profile that people can't refuse:

  • Use keywords relevant to your industry or offerings to enhance discoverability in searches.
  • Showcase your unique selling proposition or competitive advantages in the "About" section.
  • Ensure consistency with your branding across all platforms, including your WhatsApp profile.
  • Keep your information up-to-date, reflecting any changes to your business details or offerings.
  • Leverage the "Status" feature to share updates, promotions, or behind-the-scenes glimpses of your business.

Your business profile is more than just a list of facts; it's your chance to make an impact that lasts and lets people into your world. Take your time to make it, and you'll see how useful it becomes for getting your target audience to interact with you on WhatsApp Business.

Catalogs and Collections 

One great thing about WhatsApp Business is that it lets you show off your goods and services through dynamic collections and catalogs. These visual displays are like an online storefront for your products; buyers can look around and see what you have to offer without ever leaving the app.

It's very easy and clear to make a catalog. First, make sure that all of your items or services have good pictures, clear descriptions, and correct prices. After that, do these things:

  1. Open the WhatsApp Business app and navigate to the "Catalogs" section.
  2. Tap "Add New Item" and start populating the fields with your product details.
  3. Once all items are added, organize them into logical collections (categories) for easy navigation.
  4. Customize the collection names and descriptions to reflect your branding and offerings accurately.

Once you've set up your catalogs and collections, you can give customers direct links or QR codes that let them look through your things and ask about specific ones with just a few taps. But what gives you real power is how you use and present these visual showcases:

  • Use high-resolution, professional-grade images that accurately represent your products or services.
  • Craft detailed and compelling descriptions that highlight unique features, benefits, and any special offers.
  • Keep your catalogs and collections up-to-date, reflecting any changes in inventory, pricing, or offerings.
  • Encourage customer engagement by sharing direct links to specific items or collections during conversations.
  • Combine catalogs with other features like quick replies or interactive buttons for a seamless shopping experience.

Automated Messages (Greeting and Away) 

It's important to give quick and helpful customer service. You can use automated greeting and away messages in WhatsApp Business to make sure everyone has a smooth experience, even when you're not present.

Since greeting texts are the first thing customers see when they use WhatsApp to contact your business, they're like a warm welcome. Make a good first impression by writing a message that is friendly and full of useful information. This will set the tone for the discussion.

Away messages, on the other hand, are used when people call your business when it's not open. You can avoid leaving them hanging by setting up automated replies that manage their expectations and reassure them that their questions will be answered quickly.

It is very easy to set up these automatic messages:

  1. Open the WhatsApp Business app and navigate to the "Business Settings" section.
  2. Under "Greeting Message," craft a welcoming message that introduces your business and invites customers to engage.
  3. In the "Away Message" section, create a message that informs customers of your operating hours and when they can expect a response.

But these automated messages are really useful if you change them to fit your brand's personality and ideals. Here are some tips to help you write automatic messages that get people's attention:

  • Keep the tone friendly, professional, and aligned with your brand's voice.
  • Provide relevant information, such as operating hours, contact details, or frequently asked questions.
  • Use personalization tokens (like the customer's name) to add a personal touch.
  • Encourage further engagement by suggesting next steps or directing customers to your catalogs or website.
  • Review and update your messages regularly to ensure they remain relevant and accurate.

You can give your customers a consistent and professional experience even when you're not available to reply directly with well-written automated messages. This is an easy but effective way to get people to trust and believe in you on WhatsApp Business.

Quick Replies 

Quick Replies are messages that have already been written and can be quickly added to chats with just a few keystrokes. They're great for answering frequently asked questions, giving out general information, or even thanking customers.

It's easy to set up Quick Replies:

  1. Open the WhatsApp Business app and navigate to the "Business Settings" section.
  2. Under "Quick Replies," tap "Add Quick Reply" and enter your pre-written message.
  3. Assign a simple shortcut (e.g., "/thanks" or "/hours") for easy access during conversations.

You can quickly and regularly answer customer questions with Quick Replies because you don't have to type out the same information over and over again. But how you use this trait strategically is what gives it its real power:

  • Create Quick Replies for your most frequently asked questions or common scenarios to save time and effort.
  • Use them to share important information like return policies, shipping details, or promotional offers.
  • Combine Quick Replies with other features like catalogs or interactive buttons for a seamless customer experience.
  • Regularly review and update your Quick Replies to ensure they remain relevant and accurate.
  • Use jargon or terms specific to your business in your Quick Replies to show that you are an expert in the subject.

Using Quick Replies to streamline your conversations with customers can help you get back to them faster, keep your brand voice uniform, and give your customers a better experience on WhatsApp Business overall.

Message Statistics 

If you have WhatsApp Business, you can see useful message data that can help you understand how well you're communicating with your customers and keeping them interested.

Message Statistics gives you a big-picture view of how well your messaging is working. It shows you how many messages you've sent, delivered, read, and received. This information can help you find ways to improve, make your communication methods work better, and decide how to send messages in a smart way.

It's easy to get to your message statistics:

  1. Open the WhatsApp Business app and navigate to the "Business Settings" section.
  2. Under "Statistics," you'll find detailed metrics on your messaging performance.

But what gives you real power is how you use and understand this info. Here are some ways to get the most out of your message statistics:

  • Monitor your "read" rate to gauge customer engagement and identify the most effective messaging times or content.
  • Compare "sent" and "delivered" rates to identify potential issues with contact lists or message delivery.
  • Analyze spikes or dips in messaging activity to understand customer behavior and preferences better.
  • Use the data to optimize your messaging cadence, timing, and content for maximum impact.
  • Combine message statistics with other data sources (like sales figures or website analytics) for a more holistic view of your customer journey.

Message statistics can help you improve your communication methods over time. This way, you can be sure that your messages hit home with your audience and lead to real engagement.

Labels 

When you're dealing with customers, you need to stay organized all the time. This is where WhatsApp Business's Labels feature comes in handy; it makes it easy to sort and prioritize your chats.

Labels are like virtual post-it notes that help you quickly see what's going on in each chat. Labels can help you organize your work and make sure that no customer gets missed, whether you're working with new customer questions, orders that haven't been sent yet, or follow-up conversations.

Here’s how you can set up Labels: 

  1. Open a chat conversation within the WhatsApp Business app.
  2. Tap the contact's name or number at the top of the chat.
  3. Select "Add Label" and choose from a list of predefined labels or create a new one.

Labels make it easy to sort and filter your conversations, which lets you quickly find tasks and put them in order of importance based on their state or urgency. Labels are useful, but their real power lies in how you use them strategically:

  • Set up a consistent method for labeling that fits with how your business works and how your customers interact with it.
  • Label things with marks that tell you what they are (like "New Inquiry," "Pending Payment," or "Follow-Up Required") so they are easy to find.
  • Color-coding your signs will help you see what they are and keep them more organized.
  • Labels can be used with other features, like quick replies or automated texts, to make the customer experience smooth.
  • Review and update your labels on a regular basis to make sure they're still useful and in line with how your business is changing.

By setting up a good marking system, you can make it easier to talk to customers, speed up your responses, and give your customers a more professional and organized experience on WhatsApp Business.

Interactive Messages 

Customers expect conversations to be smooth and easy to understand. That's where WhatsApp Business's interactive messages come in. With the help of buttons, lists, and reply choices, you can make conversations that are fun and easy to use.

With these dynamic features, you can talk to your customers in better and more convenient ways. Your customers can quickly respond by tapping a button or choosing an option from a list, instead of having to type answers or figure out how to use complicated choices.

Setting up texts that can be interacted with is easy:

  1. Open the WhatsApp Business app and navigate to the "Business Settings" section.
  2. Under "Interactive Messages," choose from a variety of button, list, or reply option templates.
  3. Customize the content and options to align with your business offerings or customer journey.

You can add these interactive features to your conversations once they are set up. This will make it easier for customers to find their way around your goods, services, or support channels. But the real power is in how you use these live messages in a smart way:

  • Use buttons to provide quick links to your catalogs, website, or appointment booking system.
  • Create lists for customers to easily select their preferred product, service, or location.
  • Incorporate reply options for simple yes/no responses or to gather customer feedback.
  • Combine interactive messages with other features like automated messages or quick replies for a seamless experience.
  • Continuously update and refine your interactive messages based on customer feedback and engagement data.

If you use interactive messages in WhatsApp Business, you can improve the customer experience, make communication easier, and build better relationships with your audience.

WhatsApp Payments (where available) 

This feature of WhatsApp Payments uses digital wallets and payment gateways to let users buy things or finish transactions without leaving the chat. This not only makes the experience better for the customer as a whole, but it also speeds up the sales process, which means fewer problems and possible drop-offs.

Setting up WhatsApp Payments is a straightforward process (where available):

  1. Open the WhatsApp Business app and navigate to the "Payments" section.
  2. Follow the prompts to link your business's payment account or digital wallet.
  3. Customize the payment experience by setting up automated messages or integrating with your existing sales processes.

Once everything is set up, you can easily ask customers to pay and receive payment through the app. This makes it easier than ever to close sales and complete deals. But WhatsApp Payments is really powerful when you use it in a smart way:

  • Offer secure and convenient payment options to enhance the overall customer experience.
  • Streamline the sales process by allowing customers to complete purchases without leaving the conversation.
  • Integrate with your existing payment gateways or digital wallets for a seamless experience.
  • Automate payment reminders or follow-ups to ensure a smooth transaction process.
  • Continuously monitor and optimize your payment experience based on customer feedback and transaction data.

You can improve the customer experience, boost sales, and help your business grow by using WhatsApp Payments (where it's available). This is all while providing a safe and easy way for customers to pay.

Short Links and QR Codes 

Short Links are short URLs that can be shared and make it easy for customers to start a chat with your business. These links can be shared on many places, like your website, social media, or even printed papers. This makes it easy for customers to get involved.

QR codes, on the other hand, let people connect with your business in a quick and easy way. Customers can quickly start a chat with your business by scanning these unique codes with their smartphones. They don't have to type in your contact information by hand.

Setting up Short Links and QR Codes is a breeze:

  1. Open the WhatsApp Business app and navigate to the "Business Settings" section.
  2. Under "Short Link," you'll find a unique URL that you can share across various platforms.
  3. Customize the "Default Message" that customers will see when they initiate a chat using your Short Link.
  4. Access your unique QR Code under the "QR Code" section and share it across various physical or digital touchpoints.

But these features are only useful if you use them in a smart way to get customers to interact with you and buy from you:

  • Incorporate Short Links and QR Codes into your marketing campaigns, social media posts, or email signatures for easy discoverability.
  • Use QR Codes on product packaging, in-store displays, or printed materials to encourage customers to engage with your business on-the-go.
  • Customize the default message to provide a warm welcome, share important information, or guide customers towards your offerings.
  • Combine Short Links and QR Codes with other features like catalogs or interactive messages for a seamless customer experience.
  • Continuously monitor and optimize your Short Links and QR Codes based on customer engagement and conversion data.

Customers will find it easier than ever to find and connect with your business on WhatsApp if you use Short Links and QR Codes. This will increase brand engagement, sales, and growth.

Integration with Other Platforms

I. Facebook Shops Integration 

Businesses need to be where their customers are. Because of this, WhatsApp Business allows for seamless connection with Facebook Shops. This lets you reach more people and make shopping easier on more platforms.

Facebook Shops is a powerful tool that lets companies make their own online stores to show off their goods and services. You can do a lot more to attract customers and make sales when you connect your WhatsApp Business account to your Facebook Shop.

Setting up this integration is a straightforward process:

  1. Ensure you have a registered phone number for your WhatsApp Business account and an active Facebook Business Manager account.
  2. Link your Facebook Page and Catalog within the same Business Manager account.
  3. Access the Facebook Commerce Manager and create a new shop.
  4. Add your WhatsApp Business number to your shop and set it as the primary contact method.

When the connection is finished, people who visit your Facebook Shop will be able to start a chat with you right away through WhatsApp Business. This smooth link not only makes shopping more enjoyable, but it also makes it easier to provide personalized customer service and sales support.

But the true power of this integration lies in how you leverage it strategically:

  • Based on what a customer has looked at or bought on your Facebook Shop, you can send them targeted product suggestions or help through WhatsApp Business.
  • Give real-time updates through WhatsApp conversations about the state of an order, shipping information, or the availability of a product.
  • Use the powerful features of WhatsApp Business, like catalogs and interactive chats, to make it easy for people to look at products and buy them.
  • Get useful feedback and information from customers at a number of places so that you can keep making your products and services better and the experience of your customers better.

You can give your customers a truly omnichannel experience by allowing WhatsApp Business and Facebook Shops to work together. This will increase connection, sales, and customer loyalty across multiple platforms.

II. WhatsApp Business Directory (where available) 

The WhatsApp Business Directory is a powerful tool that helps companies show up on maps. This makes it easier for customers to find shops, restaurants, and service providers in their area and interact with them without ever leaving the app.

If it's possible, adding your business to the WhatsApp Business Directory is easy:

  1. Ensure you have the latest version of the WhatsApp Business app installed.
  2. Navigate to the "Business Directory" section within the app.
  3. Follow the prompts to provide your business details, including your unique identification number (e.g., CNPJ in Brazil).
  4. Once approved, your business will be visible in the directory for customers within your local area.

But the true power of this feature lies in how it enhances your local visibility and customer engagement:

  • Make it easier for local people who are looking for goods or services like yours to find your business.
  • Use how easy it is for WhatsApp Business to connect with people and help them or give them information right from the app.
  • Make the buying process easier for possible customers by letting them start conversations, look at your products, and buy them all without ever leaving WhatsApp.
  • Get feedback and useful information from local customers to keep making your products and services better and more in line with what they want.

You can use the power of local business by using the WhatsApp Business Directory (if it's available) to get more people to your store, make more sales, and keep customers coming back.

Best practices and following the rules

While WhatsApp Business has a lot of useful features and options for companies, it's very important to know and follow the message rules and terms of service. If you don't follow these rules, your account could be suspended, closed, or even taken to court.

Learning about WhatsApp's rules for messaging and using the service

WhatsApp cares about its users' safety and the security of their messages. As a business, it's your job to learn the platform's rules for messages and terms of service to make sure you're following them. Remember these important things:

  • Take care of users' privacy: Do not share or use customer information in a bad way without their permission.
  • Do not send spam: Sending too many or unwanted messages is highly forbidden.
  • Keep the purity of the messages: Don't spread false information, content that is against the law, or links to actions that aren't allowed.
  • Use allowed tools for messaging: When automating messages or sending a lot of messages at once, only use official tools and platforms.
  • Follow the rules for messaging: Follow WhatsApp's rules about how often, what, and when to send messages to avoid breaking the rules.

Avoiding actions that could cause your account to be suspended or closed

If you want your WhatsApp Business account to last and be successful, you should avoid doing things that could get your account suspended or closed. Here are some common mistakes to avoid:

  • sending spam or texts that users haven't asked for to people who haven't given permission.
  • Sharing or sending out material that is illegal, unethical, or inappropriate.
  • Trying to hack, change, or mess up the WhatsApp service or system.
  • Using third-party tools or services for bulk messages or automation that you aren't supposed to is illegal.
  • Sharing sensitive information about users without their clear permission is a breach of their privacy.

Stressing How Important It Is to Respect Users' Privacy and Informed Consent  

The primary focus of WhatsApp's messaging policies is upholding users' privacy and permission. It is your obligation as a company to put these values first and cultivate client trust. Observe the following recommended practices:

  • Prior to commencing any kind of communication or sharing users' information, get their express consent.
  • Give users a straightforward way to unsubscribe from receiving your messages or to opt-out.
  • Be mindful of user preferences and communication limits to prevent unsolicited or intrusive messages.
  • Put strong privacy and data protection safeguards in place to protect client information.
  • Develop an environment of openness and trust inside your company to encourage moral corporate conduct.

You can guarantee the long-term profitability and credibility of your WhatsApp Business account while building solid, enduring connections with your clients by abiding by WhatsApp's terms of service, messaging standards, and best practices for user privacy and permission.

Conclusion

Businesses now have a powerful tool in WhatsApp Business, which has features to improve customer engagement, automate conversations, show off products, and offer help. This guide went over the most important features of WhatsApp Business, showing you how to use them step-by-step and giving you examples from real life.

WhatsApp Business can help you stand out whether you run a small business, work in marketing, or are part of a bigger company. You can get your customers more involved by making an appealing business page, using interactive catalogs, automating messages, and using analytics.

There are a lot of chances with WhatsApp Business. Take advantage of its features and connections, and make a promise to give your customers the best experiences possible. The next big thing in customer interaction is here, and WhatsApp Business can help you use it to its fullest.

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