For a huge number of Indian businesses, the real shop counter is WhatsApp. Customers ask for prices there, send photos of what they want, place orders, confirm deliveries and complain when something goes wrong. A post on Instagram or a listing on Google often ends with "WhatsApp us", and that is where the sale actually happens.
Yet many owners still run their business from a personal WhatsApp number, mixed in with family groups and forwarded messages. Moving to WhatsApp Business, and setting it up properly, is one of the cheapest improvements a small business can make. This guide covers how.
WhatsApp vs WhatsApp Business vs the API
There are three options, and it helps to know the difference:
- WhatsApp (personal): the regular app. Fine for family, not ideal for business.
- WhatsApp Business app: a free app made for small businesses, with a business profile, catalogue, quick replies, labels, greeting and away messages. This is what most small businesses need.
- WhatsApp Business Platform (API): for larger businesses that need multiple agents, automation or integration with software. It is accessed through providers and is charged per message according to Meta's current pricing. Most small shops do not need it at the start.
This guide focuses on the free WhatsApp Business app.
Step 1: Use a dedicated business number
If possible, use a separate number for the business, ideally the same number that appears on your signboard, Google Business Profile and website. Customers then always know which number to message, and your personal chats stay separate. If you move an existing number to WhatsApp Business, your chat history can come with it; back up first.
Step 2: Complete the business profile
A complete profile makes customers more confident. Fill in:
- Business name: exactly as on your signboard and Google profile.
- Category: the closest match.
- Description: one or two lines on what you do and where.
- Address: with a map location.
- Hours: including your weekly off.
- Email and website.
- Profile photo: your logo, clear at small sizes.
Consistency with your Google listing matters for customers and for your wider online presence; see our local SEO guide.
Step 3: Set up a catalogue
The catalogue lets customers browse products or services inside WhatsApp, with photos, prices and descriptions. It saves you sending the same photos again and again.
- Add your main products or services with clear photos.
- Include prices where you can, or a price range.
- Group items into collections (for example: "Diwali gift boxes", "Wedding packages", "Summer menu").
- Keep it updated; an out-of-stock item or an old price creates frustration.
Even service businesses can use the catalogue for packages: "Bridal makeup package", "Monthly tuition, Class 10", "AC service".
Step 4: Create quick replies
Quick replies are saved messages you send with a shortcut. Write them for the questions you answer every day:
- `/timing` – opening hours and weekly off
- `/location` – address, landmark and map link
- `/price` – price list or "here is our catalogue"
- `/delivery` – delivery areas, charges and times
- `/payment` – payment options
- `/review` – your Google review link with a thank-you message
They save hours each week and make replies consistent, especially when staff share the phone.
Step 5: Use labels to track enquiries
Labels help you see where every conversation stands. Simple labels that work for most businesses:
- New enquiry
- Quote sent
- Follow up
- Order confirmed
- Delivered
- Regular customer
Once a week, look at "Follow up" and "Quote sent". Many sales are lost simply because nobody followed up.
Step 6: Greeting and away messages
- Greeting message: a short welcome when someone messages for the first time, with your catalogue link or menu.
- Away message: for after-hours messages, telling customers when you will reply.
Keep both short and friendly. Nobody wants a paragraph before they can ask their question.
Step 7: Use status like a mini shop window
WhatsApp status is seen by customers who have saved your number. It is a free way to show:
- Fresh stock and new arrivals
- Today's special or this weekend's offer
- Festival greetings and timings
- Behind-the-scenes moments
- Customer reviews (with permission)
Post a few times a week. Status works especially well in smaller towns, where many customers have saved the numbers of shops they visit.
Step 8: Broadcasts, with respect
Broadcast lists send a message to many customers individually. On the WhatsApp Business app, broadcasts only reach people who have saved your number, which is a good thing: it means they reach customers who know you.
Use broadcasts carefully:
- Only message customers who agreed to hear from you.
- Do not send daily promotions; occasional, useful updates work far better.
- Make it easy to opt out, and respect it.
- Avoid spammy forwarding chains.
Customers who feel spammed block numbers, and too many blocks or reports can lead to restrictions on your account.
Step 9: Connect WhatsApp to your other channels
WhatsApp works best as the place where conversations from everywhere else land:
- Add a WhatsApp button on your website.
- Add your WhatsApp number to your Google Business Profile and social media profiles.
- Use "WhatsApp us" as the call to action on social media posts and reels.
- Print a WhatsApp QR code on flyers, bills and packaging.
- Use click-to-WhatsApp ads when you run paid promotion.
Our guide to using social media for business growth explains how WhatsApp fits into the wider funnel.
Step 10: Reply fast, and like a person
Speed often decides who gets the order. A reply within minutes beats a perfect reply the next day. If you cannot answer in full immediately, a quick "Thank you, checking and getting back to you in 10 minutes" keeps the customer with you.
Keep the tone warm and simple, in the language the customer used. Use voice notes when they make things clearer. Never argue in chat; if a conversation turns difficult, offer a call.
Mistakes to avoid
- Using a personal number with a family photo as the business profile
- No hours or address on the profile
- Sending price lists as blurry photos of a handwritten page
- Daily promotional broadcasts
- Leaving enquiries unanswered over the weekend
- Not following up on quotes
Get help with the content
The setup is something any owner can do in an afternoon. What takes ongoing effort is good content: catalogue photos, offer creatives, festival status images and posts that bring people to your chat in the first place. ArcBig designs these as part of social media management, or one at a time, with festival creatives at ₹699 + GST and story designs at ₹299 + GST. We work with businesses in Modinagar, Hapur, Baghpat and across India.
Frequently asked questions
Is WhatsApp Business free?
The WhatsApp Business app is free to download and use. The WhatsApp Business Platform (API), used by larger businesses for automation, is charged per message according to Meta's pricing.
Can I use my existing number for WhatsApp Business?
Yes. You can move an existing number to the WhatsApp Business app. Back up your chats first, and ideally use the number that appears on your signboard and Google profile.
How do I add a catalogue on WhatsApp Business?
In the WhatsApp Business app settings, open business tools and add catalogue items with photos, prices and descriptions. Group items into collections to make browsing easier.
Can I send promotional messages to all my customers?
Use broadcast lists only for customers who have agreed to receive updates and saved your number. Send occasional, useful messages rather than daily promotions.
What are quick replies?
Saved messages you send with a shortcut, such as your timings, location or price list. They save time and keep answers consistent.