WhatsApp Business is a free app from Meta that gives your trade business its own WhatsApp profile, separate from your personal one. Set up a proper profile, use quick replies and an away message, and put your chat link and QR code everywhere customers find you. When you need replies and bookings handled for you, you need a tool built on the WhatsApp Business Platform.
What is WhatsApp Business?
There are two things with similar names:
- The WhatsApp Business app is a free app for small businesses. You install it on your phone with your business number, and you reply to customers yourself.
- The WhatsApp Business Platform is what software like Conversiq uses to send and receive messages for a business automatically, under the business's own name.
Most tradies start with the app. It's a big step up from texting from your personal WhatsApp, because customers see a business profile instead of your private one.
What should go in your business profile?
Your profile is the first thing a new customer sees, so fill in everything:
- Business name exactly as it appears on your van and invoices.
- Logo as the profile picture, not a photo of you on the tools.
- Category, such as plumber or electrician.
- Description of what you do and the areas you cover.
- Hours, website and email so customers don't have to ask.
How do quick replies, greetings and away messages help?
The app has a few built-in tools that save you typing on site:
- Quick replies are saved answers you send with a shortcut, like your call-out fee or the details you need for a quote.
- A greeting message goes to new customers when they first message you.
- An away message goes out when you're outside your hours, so people know when you'll reply.
- Labels help you sort chats into new enquiries, quoted, booked and paid.
Tip: An away message tells people you'll get back to them. It doesn't answer their question or book the job, so busy customers may still ring someone else.
How do customers start a chat with you?
WhatsApp gives every business a short chat link and a QR code. Tapping the link or scanning the code opens a chat with your business, without the customer needing to save your number first.
- Put the link on your website, Google Business Profile and email signature.
- Print the QR code on business cards, vehicle signage, site boards, quotes and invoices.
What do Meta's rules allow?
Meta has rules for how businesses use WhatsApp. The main ones to know:
- Customers should start the conversation, or opt in. Don't message people who haven't contacted you or agreed to hear from you.
- No bought lists and no bulk spam. Accounts that are reported or blocked by lots of people can be restricted.
- On the Business Platform, there's a 24-hour window. After a customer messages you, a business can reply freely for 24 hours. After that, it can only send pre-approved message templates.
New Zealand law also applies on top of Meta's rules. Read our guide to texting customers in NZ.
Where does the app run out?
The WhatsApp Business app is great for staying organised, but you still have to do the replying. When you're under a house or up a ladder, messages wait just like phone calls do. It also can't follow up a missed call on its own.
That's the gap Conversiq fills. It uses the WhatsApp Business Platform to message callers you missed, under your business name, then answers their questions and books the job. See how missed call text back works.
Does every customer use WhatsApp?
No. Plenty of New Zealanders use it every day, and plenty don't. Before you rely on WhatsApp for every enquiry, think about who your customers are, and keep your phone number front and centre too.
