WhatsApp Commerce
WhatsApp commerce runs selling, service, and follow-up inside the app that is, in much of the world, the phone.
What WhatsApp commerce is
WhatsApp commerce is selling and serving inside WhatsApp: catalogs, order updates, support conversations, payments in supported markets, and marketing messages, run through the platform’s business tools where customers already chat.
Why WhatsApp commerce matters
In much of the world, WhatsApp is the phone: open rates and reply behavior there embarrass email, and the channel collapses the funnel, discovery, question, order, and follow-up in one thread. For stores in India, Latin America, and beyond, it’s less a channel than the storefront’s front door.
What runs through the channel
- Conversational selling: catalog shares, questions answered, carts closed in chat
- Transactional flow: confirmations, shipping updates, delivery alerts
- Care: support where screenshots and voice notes are native
- Lifecycle touches: review requests, replenishment nudges, opted-in offers
Frequently asked questions
What are the rules of WhatsApp marketing?
Opt-in and template discipline: business-initiated messages require consent and pre-approved templates, with quality ratings punishing senders people block. The channel’s intimacy is the asset; spamming it spends the asset fastest.
Where should a store start with WhatsApp commerce?
Transactional first: order and delivery updates people genuinely want build the opt-in habit and the trust. Support and review requests ride the same thread naturally; promotional broadcasts come last, carefully.