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To set up WhatsApp Business for customer inquiries, install the free-to-download app, verify a phone number, complete a useful business profile, and configure greeting and away messages. You can add a catalog for customers to browse and link additional devices if more than one person needs to respond. Menu names can vary by app version and platform; if a path differs, update the app and look for the equivalent setting.
Before you set up WhatsApp Business
WhatsApp Business is a separate app for Android and iPhone. You need a phone number you can verify. The same number cannot be active in WhatsApp Messenger and WhatsApp Business at the same time. If you already use that number in Messenger, WhatsApp says you can migrate the account, including its chat history and media. Review the terms and any regional privacy policy shown during setup before continuing. WhatsApp Business overview · WhatsApp Business app download and setup
How do I set up WhatsApp Business for my small business?
- Choose the number and app. Decide whether to move an existing Messenger account or register a different number. Download WhatsApp Business from your device’s app store.
- Verify the number. Open the app, accept its terms, and follow the prompts to verify the phone number. If you are moving an existing account, follow the migration instructions in the app.
- Create the profile. Follow the in-app profile flow. WhatsApp’s setup instructions include a business name, up to three categories, business hours, and a profile photo. Address, website, and description fields may also be available and can be added later.
- Check the public details. Make sure the name and contact information are accurate before customers rely on them. Screens and labels can differ between iPhone and Android and may change after an update. See WhatsApp’s setup instructions
What should I put in my business profile?
Use the profile to answer the questions a new customer is likely to ask before sending a message. WhatsApp’s business profile guidance covers details such as name, category, description, hours, contact information, and website. Add an address only if it is appropriate for your business; if you serve customers at their locations or online, use suitable service-area details instead of suggesting that visitors can come to an office that does not receive them.
- Name and category: Use the name customers recognize and the most relevant category or categories.
- Description: Briefly explain what you offer and who you serve.
- Hours: Keep these aligned with the times you actually monitor inquiries. They can inform customers and support after-hours message scheduling.
- Contact details: Add an email, website, address, or service information where relevant and accurate.
- Profile photo: Choose an image that customers can recognize, such as your business logo.
WhatsApp recommends keeping business profile information complete and accurate so customers can find basic details, including hours. About your business profile · How to edit your business profile
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How can I automatically reply to customers on WhatsApp Business?
WhatsApp Business offers greeting messages for certain new or returning conversations and away messages for times you are unavailable. They are useful for setting expectations, but they do not replace a person answering the customer’s question.
Set a greeting message
- In WhatsApp Business, open Tools > Greeting message.
- Turn on the greeting message and edit its text.
- Choose who should receive it, then save.
WhatsApp says the greeting is sent to customers who message you for the first time or after 14 days of inactivity in the chat. The device needs an active internet connection to send it. Greeting messages are automatically disabled if Meta Business Agent is connected. How to use greeting messages
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Example: “Hi, thanks for contacting Northside Repairs. Please tell us what needs fixing and your town. We’ll review your message during our business hours.” Use your real business name and do not promise a response time you cannot meet.
Set an away message and schedule
- Open Tools > Away message and turn it on.
- Edit the message and choose a schedule: always, a custom period, or outside business hours.
- Choose the recipients and save.
The outside-business-hours option is available only after business hours have been set in the profile. Your device needs an active internet connection to send away messages. How to use away messages
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Example: “Thanks for your message. We’re currently away and will respond during our next listed business hours. If this is about an existing booking, include your booking reference.” Make sure the stated response window matches the hours and coverage you can provide.
Should I add a catalog?
A catalog can help customers browse products or services without asking for every basic detail in a chat. In WhatsApp Business, open Tools > Catalog, add an item, upload its media, and enter its name and country of origin. Price, description, website link, and item code are optional fields in WhatsApp’s instructions.
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WhatsApp reviews catalog items and media; customers cannot see an item until it is approved. Do not tell customers an item will appear immediately after submission, and keep listings current so the information they see is still valid. How to create and maintain a catalog
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.When should I link other devices?
Linked devices can help when you need to answer inquiries from a web browser, desktop, or tablet, or when your response workflow involves more than one device. To link one, use Linked devices > Link a device in the app and follow the QR-code flow on the other device.
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WhatsApp’s Help Center says the standard app supports up to four linked devices without keeping the primary phone connected. The primary phone must log in every 14 days to keep linked devices connected. The Help Center also describes an option for up to ten devices with Meta Verified; that is subscription-dependent, and availability and terms may vary by account and region. How to link a device with QR code on the WhatsApp Business app
Choose a setup that fits your inquiry workflow
The WhatsApp Business app is a practical starting point for a small business setting up a profile and handling customer conversations. WhatsApp points businesses seeking an enhanced business experience toward the WhatsApp Business Platform, but the information cited here does not establish its current technical requirements, pricing, or eligibility. Avoid choosing a platform based on assumptions about those details; check WhatsApp’s current information for your business and region.
Quick Recap
- One person handling inquiries: Start with one verified number, a complete profile, and messages that reflect your actual availability.
- Several people or devices involved: Consider whether linked devices are sufficient for your workflow and whether a subscription-dependent option is available to you.
- Customers need to compare offerings: Add a catalog and allow time for review before directing customers to its listings.
- You need work and personal conversations separated: Decide whether a separate business number is worth managing. WhatsApp’s setup guidance does not require buying a separate phone or prescribe a device model.
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
