The Dos and Don'ts of WhatsApp Business Messaging

You’re aware that WhatsApp will obliterate Vodacom and cellular service providers, right?

Why pay for calls when you can use Wi-Fi or ever-cheaper data instead? 

Receiving a WhatsApp call is still the most unpleasant thing, though. I get irritated the moment I notice a WhatsApp call coming in.

Therefore, they still have a long way to go until WhatsApp calls are perfected. 

But soon Google, Facebook, and Elon Musk, the gods of free Wi-Fi, will cover the lower atmosphere of Earth with balloons and low-orbit satellites, 

Without a doubt, the WhatsApp Catalog API is beneficial for businesses. 

Businesses across industries now can engage customers on a seamless conversational interface, market and sell their goods/services, and provide prompt post-sales support thanks to the potential to reach out to more than 2 billion users of the world’s largest messaging platform.

However, for your company to fully capitalise on WhatsApp’s enormous potential as a platform for interaction and commerce and to guarantee a positive client experience, it is essential to use it properly.

The following are some tips for utilising WhatsApp Enterprise.


WhatsApp messages, calls, and stories WhatsApp is becoming more than simply a practical tool for staying in touch with friends and family. 

Since no one has time to talk at the water cooler anymore, it has quickly become the ideal method to do business with your coworkers. 

A water cooler might be useful, but who has time to drink water?

The most intrusive and obnoxious app on my phone is WhatsApp, which has supplanted all other communication apps.

This requires some work, especially considering that my 6-year-old daughter allowed pushing alerts from several applications meant to serve as virtual playmates and parents for children her age.

Every WhatsApp communication is read. Because if you’re anything like me, you don’t like any of your messages to be tagged as unread, that delivery rate is 100% assured. It must be orderly and tidy, and they must all be read!

I always check it first thing in the morning and last thing at night.

In many respects, it has taken the role of Facebook for me, which is hilarious considering that Facebook owns it. 

It’s where I go to view pictures of my distant nieces and nephews, their pets, and their chooks (chickens, as they say in Australia). 

Does that imply that it is another social media horse to be ridden? Oh certainly, it does—but it’s a peculiar and challenging one at that.


To get the most out of WhatsApp for your brand, adhere to these recommended practices.

Do begin modestly and simply.

Starting small and focusing on just a few use cases or just a few things for sale through WhatsApp would be a considerably wiser course of action. 

Choose the product categories or use cases where you generally see the greatest consumer involvement and focus on them first. 

To perfect your conversational flows, sales/support procedures, and client experience, use them as a “testing ground.

Promote your WhatsApp account widely.

You must increase the visibility of your company’s official WhatsApp number if you want to attract new consumers to WhatsApp and encourage existing ones to start communicating with you there. 

Your website, app, sales materials, outdoor advertising, and any other acceptable promotional media should prominently display your WhatsApp number. 

‘Click to Chat’ buttons, which let your clients contact your company right away with just one click, are another approach to advertising your WhatsApp account. 

These links may be added to your website, mobile app, banner advertisements, and more. You can also encourage users to share them in WhatsApp groups as part of referral programmes.

Real-time observation and iteration

Real-time monitoring of user behaviour and customer interactions is a fundamental benefit of WhatsApp as a platform. 

You can quickly alter, iterate, and enhance your processes thanks to this.

It is quite challenging to respond to real-time criticism in the case of a website or app since your development/IT team would need to go through a drawn-out procedure in order to make the necessary modifications and then take them “live.” 

In contrast, WhatsApp allows you to quickly edit your conversational flows and procedures and go live with the modifications in anywhere from 10 to an hour!


Here are some things to stay away from when using the WhatsApp Enterprise platform for your business:

Do not use WhatsApp Enterprise as a tool for marketing

From a PR and marketing perspective, being on WhatsApp unquestionably creates a lot of favourable publicity for your company. 

It positions your company as one that is forward-thinking and prepared to enter a whole new era of conversational commerce! But this shouldn’t be the main goal of your WhatsApp Enterprise project; rather, it should be one of its beneficial side effects.

The same goes for using WhatsApp as a marketing tool to spread discounts and promotional offers, as has historically been done with SMS. 

Consider it an engagement platform that can drive end-to-end transactions, enable commerce, and greatly improve your entire customer experience.

Don’t mislead customers’ expectations.

There are still restrictions on what you can do on WhatsApp, both in terms of the functionality of the platform and what your company is able to adopt, especially when you’re just starting out on this channel.

Setting realistic expectations for clients and making it obvious what they can accomplish at any moment on your brand’s WhatsApp channel is essential. 

In order to prevent clients from asking questions or making requests that you don’t intend to answer on WhatsApp, let them know if you’re starting off with a restricted amount of use cases. 

An excellent strategy is to provide a menu of choices at the outset of the chat to explain the extent of your WhatsApp solution.

The “Login with Whatsapp” way of authentication offers the user a smooth and hassle-free experience.

Avoid contacting clients without their consent.

Without receiving a clear opt-in allowing you to contact them on the channel, DO NOT begin contacting consumers on WhatsApp. 

This can happen either through a user-initiated interaction (the consumer messages you on WhatsApp) or if the user alerts you that they are ready to hear from you on WhatsApp (for example, through a checkbox on a form).

Wrapping Up:

In conclusion, WhatsApp Enterprise may be a fantastic asset for your company if used properly. 

To guarantee that your consumers have a wonderful experience with your company, whether they are using WhatsApp or another channel, follow the best practices or “Do’s” described above and avoid the faults or “Don’ts”.

Also Read: 7 ways to leverage technology for your business

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