Most of your customers already message you on WhatsApp. The free WhatsApp Business app gives you a few simple tools that save time, look more professional and stop orders from getting lost in your personal chats. This guide shows you how to set it up on your phone, step by step.
WhatsApp or WhatsApp Business: what is the difference?
Both apps are made by the same company and both are free to download. The Business app adds tools for shops and service businesses:
- A business profile with address, hours and description.
- A catalogue of your products or services.
- Quick replies, greeting messages and away messages.
- Labels to sort your chats.
It is a separate app. You can use one number on WhatsApp and another on WhatsApp Business on the same phone if your phone supports two SIMs, or you can move your existing number to the Business app.
Step 1: Choose the right number
Use a number that will stay with the business for years, ideally the one printed on your board and bills. Customers save this number. Changing it later means losing people.
If you want to keep personal and business chats apart, a second SIM just for the business is a good idea.
Step 2: Set up your business profile
Open the app and go to Settings, then your business profile (the path can be called “Business tools” or “Tools” in newer versions). Fill in:
- Business name: the same as on your board.
- Category: for example “Grocery store”, “Medical and health” or “Education”.
- Description: 2 or 3 lines about what you do and where.
- Address: with landmark and PIN code.
- Business hours: these are also used by the away message later.
- Email and website: if you have them.
- Profile photo: your logo or a clear photo of your shop board.
A complete profile builds trust. A customer who sees a proper name, address and hours is more likely to order than one who sees a blank profile.
Step 3: Add a catalogue
The catalogue is like a small menu card inside WhatsApp. Customers can browse it and send you an item in the chat.
WhatsApp’s help page says each item needs a name and at least one image, and you can add a price, a description and a product code. Some versions also ask for country of origin.
What to put in
- Kirana or general store: your top 20 to 30 items, or combo packs like “Monthly ration kit”.
- Salon: services like haircut, facial, bridal package, with starting prices.
- Clinic: consultation types and timings, not medicines.
- Coaching class: batches, subjects and fees.
Tips
- Use clear photos taken in daylight on a plain background.
- Keep names short and clear.
- Update prices when they change. A wrong price in the catalogue causes arguments.
Step 4: Create quick replies
Quick replies are saved answers you send in two taps. You type a slash “/” in the chat and choose the reply. WhatsApp’s help page says you can save up to 50 quick replies.
Good quick replies for a small business:
- /hours: “We are open 9 am to 9 pm, Monday to Saturday. Sunday 10 am to 2 pm.”
- /location: your address, landmark and Google Maps link.
- /upi: your UPI ID or a line saying “Scan the QR at the counter”.
- /delivery: “Free home delivery above ₹500 within 3 km. Orders before 6 pm are delivered the same day.”
- /thanks: a short thank-you message after an order.
Ask yourself: which question do I answer ten times a day? Make that a quick reply.
Step 5: Turn on greeting and away messages
Greeting message
This goes automatically to a customer who messages you for the first time, or after a long gap. WhatsApp’s help page says the gap is 14 days. Keep it short:
“Namaste, thank you for messaging Shree Ganesh Kirana. Please send your list and we will reply with the total in a few minutes.”
Away message
This goes out when you are closed or busy. You can send it always, on a custom schedule, or outside your business hours (this last option needs your hours in the profile). Example:
“We are closed now. We open at 9 am and will reply to you first thing in the morning.”
Step 6: Use labels to stay organised
Labels are coloured tags you put on chats. The app comes with a few, like “New customer”, “New order”, “Pending payment”, “Paid” and “Order complete”, and you can make your own.
A simple system for a shop:
- New order: when someone sends a list.
- Pending payment: order sent, money not received.
- Paid: money received.
- Regular customer: your loyal buyers.
At the end of the day, open the “Pending payment” label and follow up. Nothing slips through.
Step 7: Broadcast lists, used the right way
A broadcast list lets you send one message to many contacts at once. Each person receives it as a normal personal message from you, and replies come only to you.
Two rules to remember:
- Only people who have saved your number in their phone will receive a broadcast. WhatsApp’s help page says this clearly. So ask customers to save your number, for example with a small board at the counter: “Save our number for offers and order updates.”
- A list can hold up to 256 contacts.
Send broadcasts only to people who want them, such as festival offers, new stock or holiday timings. Once or twice a week is plenty. If people keep blocking or reporting you, WhatsApp can limit your account.
WhatsApp also has a separate paid “business broadcasts” feature in some countries. Whether it is available to you, and its price, can change, so check in your app.
Step 8: Share your WhatsApp link
Put your WhatsApp number everywhere customers look:
- On your shop board, visiting cards and bills.
- On your Google Business Profile.
- On your Instagram and Facebook page.
- As a QR code at the counter. The app can make a short link and QR code for your business, look for it in the business tools or settings.
A simple daily routine
- Morning: reply to messages that came in overnight.
- During the day: use quick replies and labels as orders come in.
- Evening: check “Pending payment” and “New order” labels and clear them.
- Once a week: update the catalogue and send one useful broadcast.
Need a hand?
Musafir Infotech can set up your WhatsApp Business profile, catalogue, quick replies and automation as part of our digital marketing service.