Successful business interactions happen on WhatsApp when people have positive experiences.

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The messages you send need to be planned, timely and useful.

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Here are some best practices to help your business to deliver high quality conversations on WhatsApp:

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1 - WhatsApp requires businesses to get opt-in from customers before initiating a conversation, which can be obtained both on and off WhatsApp

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2 - Clearly communicate the value of receiving important updates on WhatsApp. Make the messages highly personalised and useful for the users

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3 - Be explicit about what types of messages a customer is opting-in to and honour those customer choices.

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4 - Regularly monitor your quality metrics. Be mindful of customer preferences and update communications strategy accordingly, such as message frequency, contacts list etc.

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5 - Provide instructions for how to opt-out of receiving specific messages at the end of the template. For example, include a reply with ‘STOP’ statement to unsubscribe. If you receive a STOP response you will not be able to send that user a message again unless they message back into that business number. This process is completely automated for you.

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6 - Honour customer requests by ensuring opted-out users don’t receive messages from any phone numbers from your business to mitigate risk of customers blocking or reporting your business.

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Remember, WhatsApp’s systems constantly monitor user sentiment and feedback shared with them. If a business’s phone number has a low quality rating for an extended period of time, the phone number is flagged and could be rate limited.

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If a message template a business sends results in a high enough rate of people blocking or reporting the business, WhatsApp will pause the template from being sent to more customers until it is updated.

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Stitch can help you with any template messages you wish to send.

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Get in touch to find out more!

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