When someone taps your WhatsApp link from Instagram, Google or your website, your business profile is your shop window. A complete, clear profile builds trust before you've typed a word. Here are ten best practices, in order of how quickly they pay off.
1. Use your logo or a clear shopfront photo
Pick an image that is recognisable at a tiny size: a simple logo, or a clean photo of your shop or work. Use the same image as your Instagram so customers know they've found the right business.
2. Use your real business name
Use the name customers know you by, exactly as it appears on your signage and Instagram. Avoid adding keywords or emojis to the name.
3. Write a description that answers "what, where, who"
In one or two sentences, say what you do, where you are and who you serve. For example: "Nail salon in Clapham specialising in gel, acrylics and nail art. Walk-ins welcome, bookings recommended."
4. Fill in every business detail
- Business category
- Full address, with a map pin if you have a physical location
- Opening hours, kept up to date for holidays
- Website or booking link
- Email address
5. Add a catalogue of your services
The catalogue lets customers browse services or products with photos and prices inside WhatsApp. Even a handful of your most popular services with clear prices cuts down on "how much?" messages.
6. Set up a greeting message
A greeting message welcomes new customers automatically. Keep it short, friendly and useful, and point them to the most common next step, such as your booking link or price list.
7. Use away messages, but know their limits
An away message tells customers when you'll reply. It's better than silence, but it doesn't answer their question, so many customers keep messaging other businesses. If out-of-hours enquiries matter to you, consider an assistant that actually answers them.
8. Save quick replies for common questions
Quick replies let you send saved answers with a shortcut. Save your price list, directions, deposit policy and aftercare advice so you're not retyping them every day.
9. Organise chats with labels
Labels such as "New enquiry", "Booked", "Paid" and "Follow up" help you see at a glance who needs a reply. It matters more as your volume grows.
10. Reply fast, because speed is the real best practice
A perfect profile doesn't help if replies take hours. Customers often message several businesses at once and book with whoever answers first. The businesses that win on WhatsApp are the ones that reply within minutes, including evenings and weekends.
When quick replies are no longer enough
Once you're answering the same questions dozens of times a day, it may be time to automate. MessyChat connects to WhatsApp and Instagram and answers every message instantly using your own services, prices and hours, sorting conversations into bookings, enquiries and complaints. Note that MessyChat uses the WhatsApp Business Platform, so the number you connect moves from the phone app to MessyChat's inbox. There's a 7-day free trial with no card required.
Frequently asked questions
What should a WhatsApp Business profile include?
A clear logo or photo, your real business name, a short description of what you do and where, category, address, opening hours, website or booking link, email, and ideally a catalogue with prices.
What is a good WhatsApp Business greeting message?
A short, friendly welcome that points customers to the next step, such as your price list or booking link.
How quickly should a business reply on WhatsApp?
Within minutes if possible. Customers often message several businesses at once and book with whoever replies first.