16 min read

WhatsApp Business: How to Use Guide

WhatsApp Business is a transformative tool for businesses seeking to deepen customer engagement and streamline their communication processes. 

Its user-friendly interface and powerful features tailored for business use bridge the gap between companies and their customers, offering a platform for personalized, secure, and efficient interactions. 

Let’s see how WhatsApp Business works and create a WhatsApp AI chatbot.

What is WhatsApp Business?

WhatsApp Business is a specialized version of the popular WhatsApp messaging app designed specifically for small and medium-sized enterprises (SMEs). 

This platform serves as a conduit for businesses to communicate seamlessly with their customers, providing a suite of tools tailored to professional messaging needs. 

The core of WhatsApp Business revolves around its unique features, which enhance customer interaction and streamline business communication processes.

WhatsApp vs. WhatsApp Business

difference table for WhatsApp and WhatsApp Business on a green background

While WhatsApp remains a ubiquitous messaging app for personal use, WhatsApp Business emerges as its business-centric counterpart, designed to bridge the gap between companies and their customers. 

The key difference lies in their intended audience and functionality. WhatsApp caters to individual users with features focused on personal communication, like text messaging, voice, and video calls. 

On the other hand, WhatsApp Business is tailored for businesses and is equipped with tools that facilitate professional communication, customer service, and marketing.

WhatsApp Business stands out with its unique features, such as a business profile that provides essential business information to customers, automated messages that ensure prompt responses, catalog features that allow businesses to showcase their products or services, and labels for chat organization. 

These functionalities are not available in the standard WhatsApp version, making WhatsApp Business an indispensable tool for businesses aiming to enhance customer engagement and support.

WhatsApp Business: SMS with Added Power

WhatsApp Business revolutionizes traditional SMS communication by integrating the immediacy and simplicity of texting with advanced features that empower businesses to connect with their audience more effectively. 

Unlike standard SMS, WhatsApp Business offers a rich communication medium where businesses can send text, images, videos, documents, and even product catalogs directly to their customers' phones.

Moreover, WhatsApp Business transcends the limitations of SMS by providing interactive messaging features, such as quick replies and call-to-action buttons, enhancing the interactivity of customer conversations. The platform also supports end-to-end encryption, ensuring that all communications remain secure and private.

By combining the straightforwardness of SMS with the robust capabilities of a modern messaging app, WhatsApp Business offers businesses a powerful tool to improve customer service, streamline communication processes, and build stronger relationships with their audience, all while maintaining the personal touch of direct messaging.

WhatsApp Business Features

WhatsApp Business is designed to enhance the way businesses interact with their customers by offering a suite of features tailored for efficient and effective communication. Here's an in-depth look at the key features that WhatsApp Business provides:

1. Creating Your Company Profile

A detailed company profile on WhatsApp Business allows businesses to share crucial information like business name, location, contact details, and a brief description. This transparency helps customers learn more about your business, fostering trust and credibility.

2. Set up Automatic Replies

Automatic replies in WhatsApp Business, such as greeting messages for new contacts and away messages when you're not available, ensure that customer inquiries are acknowledged promptly, improving the overall customer experience.

3. Managing Chats Efficiently

With WhatsApp Business, organizing chats is simplified through features like chat labels, which help categorize conversations for easy tracking and follow-up, ensuring no customer query is missed.

4. Showcasing the Product Catalog

The product catalog feature allows businesses to display their products or services directly within WhatsApp, offering customers a convenient way to browse and inquire without leaving the chat interface.

5. Use of Bulk Messages and Message Templates

Bulk messaging and customizable message templates enable businesses to send updates, notifications, or promotions to multiple customers simultaneously, saving time and maintaining consistency in communication.

the visualization of bulking messages and categorizing with a scenic image

6. Organizing and Managing Chats with Labels

Labels are a powerful organizational tool in WhatsApp Business that allows businesses to categorize chats based on stages, inquiries, or priority, making chat management more streamlined and efficient.

7. Amplifying Your Business Visibility

WhatsApp Business enhances your business's visibility by making it easier for customers to find and contact you directly through the app, increasing the chances of engagement and transactions.

8. Integrating with Facebook Shop

Integration with Facebook Shop enables businesses to link their product catalog on WhatsApp Business, allowing for a seamless shopping experience across both platforms and increasing sales opportunities with AI chatbots.

9. WhatsApp Payments: How They Work

WhatsApp Payments facilitate in-chat transactions, enabling customers to make purchases directly within WhatsApp, simplifying the buying process and enhancing customer convenience.

the page of WhatsApp Payments

10. Connecting with WhatsApp Business Directory

The WhatsApp Business Directory allows customers to discover businesses within the app, making it easier for them to connect with local services and shops, broadening your reach to potential customers.

11. Interactive Messages and Reply Buttons

Interactive messages and reply buttons in WhatsApp Business encourage customer engagement by making conversations more dynamic and straightforward, leading to better communication and customer satisfaction.

By leveraging these features, businesses can not only improve their customer service and engagement but also optimize their marketing efforts, leading to increased customer loyalty and sales.

How to Create a WhatsApp AI Chatbot

Step 1: Register or Sign In

Start by creating a free account on LiveChatAI if you're new, available on their homepage. Existing users can simply sign in to access their control panel.

the sign in page of LiveChatAI

Step 2: Initiate Your AI Chatbot

Upon logging in, you're prompted to initiate the creation of your WhatsApp AI chatbot. This chatbot will act as the core of your WhatsApp messaging automation.

Enhance your chatbot's understanding by incorporating relevant information sources. Tailor it to your needs by training it with company-specific data.

the step of adding a website as data source of LiveChatAI

Step 3: Configure WhatsApp Integration

Head over to the "Embed & Integrate" section in your LiveChatAI panel and choose "Add WhatsApp" from the options.

Use the webhook given to you in the Callback URL field of your Meta for Developers profile.

Secure the Verify Token, a distinct token for your setup, and input it in the WhatsApp > Configuration area after editing.

the Adding WhatsApp tab under the Embed & Integrate section

Input your Phone Number and Phone Number ID, as provided by Meta for Developers, in the respective fields.

For the Token, transfer the Access Token from Meta for Developers into the LiveChatAI integration field.

Step 4: Finalize and Implement Your WhatsApp Chatbot

Tailor your WhatsApp AI chatbot's features and content to align with your brand and chatbot objectives.

After adjusting your settings, save your configurations, and your chatbot is prepared to be integrated into your website.

By adhering to these streamlined instructions, creating a WhatsApp chatbot example for your enterprise via LiveChatAI becomes straightforward, offering an efficient channel for enhanced customer communication.

For detailed guidance, refer to the LiveChatAI and WhatsApp integration manual.

How Can WhatsApp Business Be Beneficial for Better Customer Engagement?

WhatsApp Business empowers businesses to elevate their customer engagement strategies by offering tools that enhance interaction and personalize the customer experience. Here's how you can leverage WhatsApp Business for improved engagement:

→ Quick Replies: Streamline Your Responses

Quick Replies feature allows businesses to save and reuse messages for frequently asked questions, ensuring rapid and consistent responses. This efficiency not only saves time but also improves customer satisfaction by providing instant information. You can check how to improve response quality if you consider having an AI chatbot.

→ Automated Greetings and Away Messages

Automated greetings welcome customers when they initiate a chat, setting a friendly tone for the conversation. Away messages inform customers of your availability, managing their expectations and maintaining a line of communication even when you're not immediately available. You can see AI chatbot welcome messages examples to take an idea.

→ Multimedia Content: Enhancing Communication

WhatsApp Business enables the sharing of multimedia content such as images, videos, and documents. This enriches communication, allowing businesses to provide detailed product demonstrations, instructional content, or visual aids that enhance understanding and engagement.

→ Two-way Communication for Better Engagement

Encouraging two-way communication is at the heart of WhatsApp Business. By facilitating open and interactive conversations, businesses can gather valuable feedback, understand customer needs better, and build a more personal connection with their audience.

→ Enhancing Security and Privacy with WhatsApp Business

With end-to-end encryption, WhatsApp Business ensures that all messages remain secure and private, reinforcing customer trust. This commitment to security and privacy is crucial for maintaining customer confidence and fostering a safe communication environment.

By integrating these features into your customer engagement strategy, WhatsApp Business can help you create more meaningful interactions, foster loyalty, and ultimately drive business growth.

How to Use WhatsApp Business to Improve Your Marketing Campaigns

WhatsApp Business offers an array of features that can significantly enhance marketing efforts, allowing for personalized and direct communication with your audience. Here's how to utilize these features to boost your marketing campaigns:

Use Broadcast Messages for Wider Reach

Broadcast messages enable you to send a message to multiple contacts at once, making it an ideal tool for announcing new products, special offers, or important updates. This feature ensures your message reaches a broad audience while maintaining a personal touch, as each recipient receives the message individually.

Create Customer Support Chats for Better Service

Establishing dedicated customer support chats through WhatsApp Business can significantly enhance the customer experience. By providing real-time assistance, answering queries, and resolving issues promptly, you create a positive impression that can translate into higher customer satisfaction and increased brand loyalty.

the representation of WhatsApp Business and customer service representative

Performance Analysis: Essential Metrics to Consider

To optimize your WhatsApp Business marketing campaigns, it's crucial to analyze performance metrics such as message delivery, read rates, and response rates. These insights can help you understand your audience's engagement level, refine your messaging strategy, and ensure your campaigns achieve the desired impact.

By strategically leveraging broadcast messages, dedicated support chats, and data-driven performance analysis, WhatsApp Business can become a powerful tool in your marketing arsenal, driving engagement and fostering closer connections with your audience.

The Pros and Cons of Using WhatsApp Business

WhatsApp Business has become popular for businesses looking to enhance their customer communication and engagement strategies.

Pros Cons
Wide reach offers global connectivity. Scalability can be complex and costly for larger businesses.
Facilitates direct, personal customer communication. Broadcast messages suffer from limited reach.
Cost-effective solution for small businesses. Risk of overuse leading to customer dissatisfaction.
Automation and labels improve response time. Compliance and privacy issues need careful navigation.
Supports multimedia for an enriched customer experience. Requires active Internet connection for both parties.
End-to-end encryption builds customer trust.

Like any tool, it comes with its own set of advantages and disadvantages:

Pros of WhatsApp Business

1. Wide Reach: With over two billion users worldwide, WhatsApp offers a vast audience, making it easier for businesses to connect with customers globally.

2. Direct Communication: WhatsApp Business facilitates direct and personal communication with customers, allowing for tailored conversations and a higher level of engagement.

3. Cost-Effective: The app is free to download and use for small businesses, offering an economical customer service and marketing solution.

4. Automation and Organization: Features like automated messages, quick replies, and chat labels help streamline customer communication and improve response times.

5. Multimedia Support: Businesses can enhance their messages with images, videos, PDFs, and more, providing a richer and more informative customer experience.

6. Security: End-to-end encryption ensures that all communications are secure, building customer trust.

Cons of WhatsApp Business

1. Scalability Concerns: While the basic WhatsApp Business app is great for small businesses, larger enterprises might need the WhatsApp Business API, which can involve additional costs and complexities.

2. Limited Broadcast Message Reach: Broadcast messages are only delivered to customers who have saved your number and engaged with you in the past, which can limit the reach of your campaigns.

3. Risk of Overuse: Without proper management, there's a risk of spamming customers with too many messages, leading to dissatisfaction and opt-outs.

4. Compliance and Privacy Issues: Businesses must navigate various data protection and privacy laws, which can vary by country, to ensure compliance when communicating with customers.

5. Dependency on Internet Connection: Both the business and the customer need an active Internet connection to send and receive messages, which can be a limitation in areas with poor connectivity.

Incorporating WhatsApp Business into your communication strategy requires a balanced approach, considering both its strengths and limitations to engage with your customers and drive your business goals effectively.


In summary, WhatsApp Business offers valuable opportunities for enhancing customer engagement and communication efficiency. 

While its broad reach and rich features are advantageous, businesses must also consider its scalability and compliance challenges. 

By wisely balancing personalized communication with customer preferences, businesses can leverage WhatsApp Business to strengthen relationships and drive growth in the digital landscape.

Frequently Asked Questions

How does WhatsApp Business handle customer data privacy?

WhatsApp Business complies with data protection laws applicable in the regions it operates. All messages are end-to-end encrypted, ensuring that only the sender and the receiver can read them.

Can I use WhatsApp Business for mass messaging?

WhatsApp Business is primarily designed for engaging with customers on a personal level rather than mass messaging. However, the app allows you to broadcast messages to multiple contacts who have saved your number and agreed to receive messages from you.

Is WhatsApp Business free to use?

The WhatsApp Business app is free for small businesses to download and use. However, businesses using the WhatsApp Business API may incur charges based on the number of messages sent.

What is the Difference between WhatsApp Business and WhatsApp Business API?

WhatsApp Business is an app designed for small businesses to manage customer interactions with tools like automated messages and catalogs. WhatsApp Business API, on the other hand, is intended for larger businesses, offering advanced features that allow for integration with customer service software and supports large-scale communication needs.

For further reading, you might be interested in the following:

I’m Perihan, one of the incredible Content Marketing Specialists of LiveChatAI and Popupsmart. I have a deep passion for exploring the exciting world of marketing. You might have come across my work as the author of various blog posts on the Popupsmart Blog, seen me in supporting roles in our social media videos, or found me engrossed in constant knowledge-seeking 🤩 I’m always fond of new topics to discuss my creativity, expertise, and enthusiasm to make a difference and evolve.