WhatsApp Business6 min read
Follow up and broadcast responsibly
Use permission, relevance and restraint to protect customer trust.
What you will leave with
- Give every conversation a clear next action
- Keep important records outside chat
- Use templates as a starting point, then personalise
Step 01
Set the expectation
Make it easy for a customer to know who they are speaking with and when to expect a reply.
- Complete profile
- Business hours
- Clear offer and service area
- Useful greeting or away message
Step 02
Move the conversation forward
Ask only for the details needed for the next decision.
- Customer need
- Price or quotation
- Timing and location
- Payment and delivery confirmation
Step 03
Record the outcome
Chat is communication, not a complete operating system.
- Quotation or invoice
- Order details
- Payment status
- Delivery and follow-up date
Take the next practical step.
Use this guide as a decision aid, then record the action, owner and date that move the work forward.