Your customers already use WhatsApp every day. The free WhatsApp Business app turns it into a simple sales and customer service tool, with a business profile, product catalog, saved replies and automatic messages. Here’s how to set it up properly.
Quick answer
- Download WhatsApp Business (a separate app from regular WhatsApp) and register your business number.
- Fill in your business profile: name, category, description, hours, address and website.
- Add your products or services to the catalog.
- Set up a greeting message, an away message and quick replies.
- Use labels to organize chats, and share your WhatsApp link or QR code.
WhatsApp vs WhatsApp Business
| Feature | WhatsApp Business | |
|---|---|---|
| Price | Free | Free |
| Business profile (hours, address, website) | No | Yes |
| Product catalog | No | Yes |
| Automatic greeting and away messages | No | Yes |
| Quick replies and labels | No | Yes |
Tip: use a separate number for the business if you can, so you can keep work and personal chats apart. If you move an existing number to WhatsApp Business, you can keep your chat history.
Step 1: Complete your business profile
Go to Settings → Business tools → Business profile and add:
- A clear logo as the profile photo
- Category (for example, “Bakery” or “Beauty, cosmetic & personal care”)
- A short description of what you sell
- Business hours, address, email and website
Step 2: Build your catalog
- Go to Business tools → Catalog.
- Tap Add new item.
- Add a photo, name, price, short description and an optional link.
- Group items into collections, such as “Cakes,” “Cupcakes” and “Gift boxes.”
When customers ask “What do you have?”, send the catalog link instead of ten separate photos. Need nicer product images? Try Canva.
Step 3: Set up automatic messages
| Message | When it’s sent | Example |
|---|---|---|
| Greeting message | When someone messages you for the first time (or after 14 days of no contact) | “Hi! Thanks for contacting Al Noor Bakery 🍰 See our menu: [catalog link]. How can we help?” |
| Away message | Outside your business hours, or always while turned on | “We’re closed now. We open at 8 AM and will reply first thing!” |
Find both under Settings → Business tools.
Step 4: Save time with quick replies
Quick replies are saved answers to common questions. Create them in Business tools → Quick replies, then type / in any chat to insert one.
/prices: your price list/location: address and map link/delivery: delivery areas, fees and times/payment: accepted payment methods/thanks: a thank-you message with a review link
Step 5: Organize chats with labels
Labels work like colored tags. Use them to track where each customer is:
- New customer
- New order
- Pending payment
- Paid
- Order complete
Long-press a chat → tap the label icon. Filter by label to see every unpaid order at once. For more detail, keep a simple CRM spreadsheet.
Step 6: Help customers find you
- Short link: go to Business tools → Short link to get a link that opens a chat with you. Add it to Instagram, your website and your email signature.
- QR code: print it on menus, receipts and shop counters. See QR codes for small business.
- Google: add your WhatsApp number to your Google Business Profile.
Golden rules
- Reply fast, ideally within an hour during business hours.
- Don’t spam. Only message people who contacted you or agreed to hear from you. Too many unwanted messages can get your number blocked.
- Keep it professional: clear prices, polite language, and confirm every order in writing.
- Back up your chats (Settings → Chats → Chat backup).
Quick summary
- WhatsApp Business is free and made for small businesses.
- Complete your profile and catalog first.
- Use greeting and away messages, quick replies and labels to save time.
- Share your WhatsApp link and QR code everywhere customers see you.
FAQ
Can I use WhatsApp Business on my computer?
Yes. Link it to WhatsApp Web or the desktop app, so you can type replies with a keyboard.
Can my staff answer messages too?
Yes. You can link extra devices so team members can reply from the same business account.
What about large companies?
Businesses with high message volumes usually use the WhatsApp Business Platform (API) through a provider instead of the app.