Best Practices for Getting the Most Out of WhatsApp

Tilak Raj Updated by Tilak Raj

Congratulations on choosing Wati to power your communications! To ensure you get the most out of this powerful tool, we’ve put together a list of best practices to help you optimize your strategy and engage your audience effectively.

  1. Use Templates Thoughtfully - WhatsApp requires that message templates (e.g., notifications, and reminders) be preapproved. Make sure to-
    1. Keep templates concise and focused on key information.
    2. Personalize with placeholders for customer names, order details, etc., for a tailored experience.
    3. Always respect WhatsApp’s guidelines: promotional messages should follow the rules for template approval.
  2. Respect Message Frequency & Limits
    1. Messaging tiers: WhatsApp has tiered messaging limits that affect how many unique users you can message within 24 hours. As you build your reputation with WhatsApp, your tier increases.
    2. Higher tiers unlock over time as you maintain high-quality, trusted communications.
    3. Prioritise relevance and timing over frequency.
    4. Schedule reminders or alerts for important updates such as order status or upcoming events.
    5. Follow WhatsApp’s messaging windows: You can respond freely within 24 hours of a customer’s last message, but after that, messages can only be sent using preapproved templates.
  3. Always Offer OptOut Options - Respect user preferences by allowing them to unsubscribe from messages easily.
    1. Include an opt-out message such as "Reply 'STOP' to unsubscribe" in nontransactional messages.
    2. Make the opt-out process smooth to comply with WhatsApp’s policies and ensure user satisfaction.
  4. Optimize for Conversations, Not Just Notifications - While WhatsApp APIs are great for sending alerts and updates, their real strength lies in enabling two-way conversations.
    1. Engage customers by encouraging replies to your notifications, such as asking for feedback or clarifications.
    2. Use WhatsApp to facilitate real-time customer support, answering queries directly and reducing resolution times.
  5. Use Rich Media to Enhance Communication - WhatsApp’s API allows for rich media like images, videos, documents, and location sharing. Leverage this to:
    1. Send product catalogues or brochures directly to customers.
    2. Share order receipts, tickets, or promotional material.
    3. Use WhatsApp Carousels to showcase multiple products or service offerings in one interactive message.
  6. Measure and Optimize Your Campaigns - Track performance through analytics to continually improve your messaging strategy
    1. Use Wati’s analytics to monitor delivery, read rates, and response times.
    2. Test different message formats and templates to see what resonates best with your audience.

By following these best practices and being mindful of WhatsApp’s messaging limits, you’ll not only stay compliant with WhatsApp’s policies but also build strong, trust-based relationships with your customers.

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