Left in the cart?Keep theconversation going.

WhatsApp marketing uses direct conversations to introduce offers and products to customers. Start with a clear audience and offer, send your message, then respond to the questions it brings in. The goal is to turn interest into a useful conversation that helps someone decide what to buy.

The WhatsApp Business App lets you handle everyday customer conversations and a product catalog in the app. The WhatsApp Business API connects messaging to your ecommerce platform, CRM and team software. That connection supports automated notifications and more involved campaign workflows.

Sending unsolicited messages or messages considered spam through the WhatsApp Business App can lead to your number being restricted or your account being banned. In particular, sending through unofficial bulk messaging tools carries this risk. The WhatsApp Business API is WhatsApp’s official infrastructure for regular campaigns and automated notifications. It lets you reach customers who have opted in using approved message templates, and manage campaigns, cart reminders and order notifications at a larger scale. Using the API does not guarantee protection against restrictions. Customer permission, appropriate content and WhatsApp’s messaging rules still apply. If a customer says they no longer want to receive messages, you must stop sending them.

When campaign messages are sent as individual conversations, recipients cannot see each other. This does not create a WhatsApp group. Each customer’s reply comes back to their private conversation with your business.

Yes. WhatsApp requires recipients to share their contact details and opt in to messages from your business. A previous purchase alone is not campaign permission. Keep a record of how and when permission was given, and stop sending messages when someone opts out.

A message template is a preapproved format for business-initiated conversations. Prepare the message and its variable fields for review. Starting a conversation through the WhatsApp Business Platform requires an approved template; approval does not replace the customer’s permission.

Each customer message restarts a 24-hour response window. You can reply without a template during that window. Once it closes, you need an approved message template to contact the customer again.

Discounts, new product announcements and invitations to shop are marketing messages. Updates about an existing transaction, such as an order confirmation or delivery status, may qualify as utility messages. The content and purpose determine the category. Adding a promotion to an order update needs separate consideration.

You can introduce a collection, share a product offer, reward loyalty or invite a past customer to return. We recommend building each campaign around one audience and one clear offer. Give people a reason to care that fits their interests, rather than sending the same message to everyone.

Automations send a relevant message after something happens in your store. A cart reminder invites someone back to an unfinished purchase; a stock reminder tells them a product is available again. Order, shipping and delivery updates keep them informed. Your store data needs to be connected for these events to trigger messages.

Start with purchase history from your own store and preferences customers have shared. Create separate messages for first-time buyers, repeat customers or people interested in a particular category. For example, suggest something that complements a recent purchase rather than announcing a discount on the item they just bought.

Identify your brand, put the benefit first and ask for one clear action. For example: “Hi Emma, our new linen collection is here. Would you like to take a look?” Keep the destination of any link clear, and explain any conditions attached to the offer.

There is no single frequency or sending time that works for every business. We recommend starting with a small audience and reviewing replies, sales and opt-outs together. Avoid late-night messages and repeated reminders. Adjust the schedule to customer expectations and whether you have something new to offer.

Contact people who expect your messages, with content that matches their permission. Avoid purchased number lists and persistent repeat messages, and act promptly on opt-outs. WhatsApp can restrict access for policy violations. No sending method can guarantee that an account will never be restricted.

The conversation continues in the same WhatsApp chat. Customers can ask about products, sizes or delivery, and your team or a configured assistant can respond. Decide who will handle replies before launching a campaign so interested customers are not left waiting. AI is optional.

Look beyond the number of messages sent. Review deliveries, reads where available, link clicks, replies and resulting orders together. Campaign-specific links or discount codes can help with tracking. Watch opt-outs too: a high read rate alone does not show whether a campaign generated profitable sales.

Budget separately for your software subscription, your provider’s sending fees and Meta’s messaging charges. Meta’s charges depend on factors such as the recipient’s market and the message category. Include all of these items, alongside your expected message volume, when estimating a campaign budget.