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Order updates, reminders and quick replies can run on their own. Here is what to automate first, and what to leave to people.
WhatsApp automation works best for messages customers expect: order confirmations, delivery updates, appointment reminders, payment links and answers to common questions. Businesses outside a 24-hour customer conversation must use pre-approved template messages on the WhatsApp Business Platform. Automate the predictable messages and keep a person available for anything that needs judgement.
Order placed, booking confirmed, payment received. Customers want these instantly.
Appointments, renewals and payment due dates, sent at a sensible hour.
Shipped, out for delivery, ready for pickup. These cut down 'where is my order?' calls.
Hours, location, catalogue links and simple FAQs, with an easy way to reach a person.
The WhatsApp Business app is fine for a single phone and a small team. Once you want automation across a team or integration with your CRM, you move to the WhatsApp Business Platform, usually through an approved provider.
On the platform, free-form messages are allowed within 24 hours of the customer's last message. Outside that window you send template messages that WhatsApp has approved. Customers must also have agreed to hear from you. Respecting both keeps your number in good standing.
Messages should come from your CRM or order system, so they are accurate and logged against the customer.
Short, specific and useful. Name the order, the date or the amount.
When a customer replies, a person on your team should see it, with the history.
You can, using approved marketing templates and only to people who have opted in. Keep them infrequent and relevant, because customers can block or report you easily.
Yes. Many businesses send a quotation or invoice link on WhatsApp straight from their CRM, which is faster than email and easier for the customer to open on a phone.
Simple auto-replies do not. Connecting WhatsApp to your CRM, order system or payment flow usually does, because that is where the useful, accurate messages come from.
Usually yes, though a number can be active on either the WhatsApp app or the Business Platform, not both at once. Plan the switch so customers are not left talking to an inbox nobody reads.
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