WhatsApp Best Practices
Here are some best practices you can follow to make the most effective use of WhatsApp for your business.
How Can You Create a Strong and Trustworthy WhatsApp Business Profile?
Your WhatsApp Business profile is your opportunity to offer reassurance and build a foundation of trust right from the start.
1. Complete Your Profile
It might seem like a small thing, but a fully completed business profile on WhatsApp can ease so much customer frustration.
Fill out every single field WhatsApp Business provides. This includes:
Business Name: Your official business name.
Business Description: A concise, clear explanation of what your business does.
Address: Your physical location, if applicable. This helps local customers find you.
Category: Select the category that best describes your business (e.g., Retail, Restaurant, Service Provider).
Email Address: An alternative contact method.
Website: Link directly to your business website.
Crucially, don't forget your business hours! Setting your operating hours manages customer expectations.
2. Consistent Branding
Your WhatsApp Business profile should be an extension of your overall brand identity.
Use your official business logo as your profile picture.
Ensure the language in your description aligns with your brand voice ,whether that's friendly and casual or formal and authoritative.
Consistency across all touchpoints reinforces your brand and makes you instantly recognizable to customers who might have seen your brand elsewhere.
3. Integrate a WhatsApp Widget on Your Business Website
Make it effortless for website visitors to connect with you on WhatsApp.
A simple, clickable WhatsApp chat widget on your website can significantly boost engagement.
When a customer has a quick question or needs immediate support, clicking that widget can be far more convenient than filling out a contact form or searching for an email address.
Read more: How you can integrate the WhatsApp Widget onto your Business website using Mercuri CX
4. Shareable Links to Your WhatsApp Business Account
WhatsApp gives you a direct chat link you can use across your marketing channels. It opens a conversation with your business in just one click.
Here’s where you can use it:
Your email signature
Instagram or LinkedIn bio
Marketing campaigns or ads
Even on printed flyers (use a QR code!)
5. .Try Click-to-WhatsApp (CTWA) Ads
If you’re running ads on Facebook or Instagram, you can use a Click-to-WhatsApp button instead of sending people to your website.
It opens a chat directly with your team, which can lead to quicker conversions.
How can you Respect your Customers' Privacy on WhatsApp?
WhatsApp is a very personal place for people. Because of this, it's super important to respect their privacy and get their permission before sending them messages.
1. Get Clear Permission for Marketing Messages
Sending marketing messages on WhatsApp without asking first can feel like someone entering your personal space without an invitation. To avoid this, you must clearly and directly ask for permission before sending any ads or special offers.
This permission should be:
Very clear: No tricky words or hidden meanings.
Separate: Don't hide it within other long documents. Make it easy to find and understand.
Specific: Tell people exactly what kind of messages they'll get (like news about new products or special discounts).
2. Offer Easy Ways to Stop Messages
Even if someone has given you permission, they might change their mind later. It's very important to give them a simple and quick way to stop getting messages from you. This shows you respect their decision.
Every marketing message you send should have an obvious way for them to say, "No thanks, stop." When someone asks to stop, you must stop sending them marketing messages right away.
3. Don't Send Too Many or Unwanted Messages
Sending messages that aren't useful, too often, or that people didn't ask for is often called "spam." This can make your business look unprofessional and bother your customers.
To avoid being seen as "spammy," always ask yourself:
Is this message really helpful or interesting to this person?
Am I sending messages too often? You want to stay in touch, but not overwhelm them.
Is the message about what they agreed to receive
How can you make your WhatsApp Messages More Engaging?
After setting up your profile and understanding privacy, the next step is to make your conversations truly count.
Engaging messaging is about more than just sending information; it's about building real connections, providing value, and making every interaction meaningful for your customer.
1. Set a Welcoming Message
A welcome message is automatically sent when someone starts a chat with you.
It should quickly let them know you received their message, tell them what to expect, and guide them on what to do next.
This helps customers feel acknowledged and informed right away.
2. Engage with Existing Customers
Reach out to existing customers with helpful information, updates, or special offers that are relevant to them.
These are people who know your brand, who have given you permission to contact them, and who are much more likely to respond, engage, and buy from you again.
The goal is to build long-term relationships, not just make quick sales.
3. Personalize Your Messages
People appreciate feeling understood and valued. Sending personalized messages means tailoring your communication to each customer's specific needs, past interactions, or interests.
Using their name and referring to their previous purchases or inquiries shows you pay attention and care about their individual journey. This makes your messages feel more human and less like a general broadcast.
4. Use Rich Media (Pictures, Videos, Documents)
WhatsApp allows you to send more than just text. Using pictures, short videos, or PDF documents can make your messages much clearer and more engaging.
A picture can explain a product better than words, a video can demonstrate a service, and a PDF can share detailed information like a menu or a price list.
Rich media helps convey complex information simply and makes your conversations more dynamic.
5. Provide Timely Responses (Using AI Chatbots When Possible)
People expect quick answers. Responding to customer messages in a timely manner is crucial for good service.
If you can't reply immediately, an automated message can let them know when they can expect a response.
For common questions, consider using an AI chatbot. Chatbots can provide instant answers 24/7, freeing up your team for more complex inquiries and ensuring customers always get a quick reply, even outside business hours.
Read here : How to set up AI Agents for your business using Mercuri CX
6. Keep Messages Concise and Clear
WhatsApp is ideal for quick, direct communication. Therefore, your messages should be short, to the point, and easy to understand.
Avoid long paragraphs or complicated language.
Clear and concise communication respects their time and prevents misunderstandings.
How Can You Use WhatsApp Business Features Effectively?
WhatsApp Business offers powerful tools to make your communication more efficient and organized.
1. Set Up Automated Responses
Automated responses manage expectations and provide instant information.
For example, when an order is placed on your website, an automated message can instantly confirm:
"Thank you for your order! Your order #12345 has been confirmed and will be shipped soon."This ensures customers feel acknowledged and get basic information fast.
2. Utilize Chatbots
Chatbots handle frequent customer questions automatically. These programs understand and respond to inquiries, guide customers, and provide 24/7 support.
They free up your team for more complex issues, ensuring quick and consistent help for customers.
3. Use Broadcast Lists for Promotional Content
Broadcast lists allow you to send one message to many customers at once.
This is great for sharing updates, announcements, or offers with those who have given marketing permission.
Each person receives it privately, making it efficient and personal.
Read here: How to create Contact list in Mercuri CX
4. Label Conversations for Better Management
Labeling chats helps organize your customer conversations.
These tags categorize customers by needs or interaction stage.
Labels make it easy to find specific customer groups, understand their situation quickly, and send them highly relevant messages, improving customer management.
Read here: How to label a conversation in Mercuri CX ?
Why WhatsApp Bans Business Accounts (And How to Avoid It)
1. Messaging Without Customer Consent
Sending WhatsApp messages without a customer’s permission is the #1 reason for account warnings and bans.
What to do instead:
Always get clear opt-in from users (e.g., via your website, checkout page, or SMS).
Mention you’ll contact them on WhatsApp , not just email or phone.
Tip: A checkbox during checkout that says “Send me updates via WhatsApp” works perfectly.
2. Sending Too Many Messages Too Fast
Blasting out hundreds of messages at once can look like spam , and trigger WhatsApp’s internal alarms.
What to do instead:
Start with a smaller batch of messages and gradually increase your volume.
3. Sharing Promotional Content in Utility Messages
If you mix offers, discounts, or sales language inside messages meant for order updates or delivery info, Meta may block your message template or mark it as “marketing.”
What to do instead:
Keep utility messages simple and clear (e.g., “Your order #1234 has been shipped.”).
Create separate templates for marketing promotions and submit them for approval.
4. High Block or Report Rates
When users block your number or mark you as spam, it damages your sender reputation. If it happens often, WhatsApp may restrict your account or messaging tier.
What to do instead:
Only message people who’ve shown interest.
Avoid being pushy or too frequent.
Include an easy opt-out line like: “Reply STOP to stop receiving messages.”
In Summary
If your messages are:
Expected (opted-in )
Helpful (not salesy )
Respectful of timing and frequency you can prevent your Business account from getting banned by WhatsApp.
Final Tip: If you ever see templates getting rejected or delivery rates dropping , pause, review your message strategy, and make sure you're still aligned with WhatsApp’s guidelines.
Why Customers Mark Your WhatsApp Profile as Spam ?
Even if your WhatsApp Business account strictly follows platform guidelines, your sender reputation can still be impacted if users frequently block or report your messages as spam.
When this happens repeatedly, it can lead to:
Messaging Tier Reductions: WhatsApp may lower your messaging tier, which limits the number of unique users your business can reach each day.
Template Rejections: WhatsApp may stop approving your new message templates due to low-quality interactions.
Temporary or Permanent Account Bans: In more severe cases, your account may be restricted or even banned.
Maintaining a high sender reputation is essential for uninterrupted communication and long-term customer engagement on WhatsApp.
Why Do Customers Block or Report Your Account?
Customers usually block or report a business when they:
Didn’t opt in to receive messages.
Receive irrelevant, overly promotional, or poorly timed messages.
Get messages too frequently.
Don’t see an easy way to opt out.
Even one of these factors can lead to a poor experience and trigger spam complaints.
What Can You Do to Prevent This?
To maintain a healthy sender reputation and prevent getting marked as spam:
Get Clear Opt-In: Always obtain user consent before sending any messages.
Respect Frequency: Limit communication to valuable, expected touchpoints. Don’t over-message.
Craft Relevant Messages: Personalize messages using name, order details, or interests.
Time It Right: Avoid sending messages during odd hours.
Make Opt-Out Easy: Clearly mention how users can unsubscribe from messages.
Monitor Campaign Metrics: Keep an eye on delivery rates, read rates, blocks, and user responses. This helps you adjust tone, timing, or targeting strategy in real time.
Pro Tip: If users frequently block your number or report you, it’s a clear sign to revisit your messaging strategy. Aim to be helpful, not disruptive.
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