BlogMessaging
WhatsApp Business messaging: when it fits
By Micah Ondiwa, Senior Software Engineer 1 min read
WhatsApp is where many customers already chat. Business messaging needs approved templates, opt-in and a plan for replies.
Many customers prefer WhatsApp to calls or email. Businesses can use it for notifications and conversations, with some rules.
What it suits
- Order and booking updates.
- Customer service conversations.
- Sending documents such as receipts or tickets.
How business messaging works
Messages started by the business generally use pre-approved templates, while customers can start conversations freely. Users must opt in to receive messages.
Plan the replies
Customers will reply. Decide who answers, during what hours, and how conversations are recorded.
Integrate with systems
Connect messaging to your booking or order system so notifications are automatic and conversations are linked to customer records.
Keep SMS as a fallback
Not every customer uses WhatsApp; critical messages may still need SMS.
See our messaging integration services.
About the author
Micah Ondiwa
Senior Software Engineer
Micah Ondiwa writes about software engineering — application architecture, APIs and integration, data and AI-assisted development, and reliable delivery.