Best Practices for Quality Messaging on WhatsApp

December 7, 2022

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

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

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

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

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

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

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

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.

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.

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.

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.

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

Get in touch to find out more!

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