For many South African businesses, WhatsApp is where customers already are. They use it to ask questions, request quotes and confirm orders. The right setup depends on how many messages you handle and whether you need automation.
See the options: WhatsApp Business tools.
The WhatsApp Business app
WhatsApp Business is a free app for a business number. It adds:
- a business profile with your hours, address and website
- a catalogue of products or services
- quick replies, greeting and away messages
- labels to organise chats, such as “new order” or “paid”
May suit: sole traders and small teams that handle conversations on one phone, or a few linked devices.
The WhatsApp Business Platform
Larger teams, chatbots and automated notifications (such as order updates) use the WhatsApp Business Platform, usually through a provider that offers a shared inbox. It has its own pricing and approval rules set by Meta, and these change. Check Meta’s current terms and your provider’s fees.
May suit: businesses with several agents, high message volumes, or systems that need to send updates automatically.
Managing WhatsApp alongside Facebook and Instagram
Meta Business Suite brings messages and posts for Facebook and Instagram together. May suit businesses that use all three channels.
Make it easy to message you
- Click-to-chat links: the free WhatsApp link generator turns 082 123 4567 into a
wa.me/27821234567link, with an optional pre-filled message. It formats +27 numbers for you. - QR codes: print a QR code for your counter, packaging or flyers. It has a WhatsApp option.
- Your bio: add the link to Instagram and TikTok. Our bio generator helps with the wording.
- Track campaigns: to see which campaigns bring people to your website first, use the UTM link builder.
Consent and POPIA
- Opt-in first: only message people who’ve asked to hear from you. WhatsApp’s policies require it, and spam reports can restrict your account.
- Direct marketing: POPIA restricts electronic direct marketing to people who’ve consented (or existing customers, under conditions). Every marketing message needs an easy opt-out.
- Customer data: chats contain personal information. Control who can access the business phone, and delete what you don’t need. The Information Regulator publishes guidance.
Good habits
- Set expectations with an away message: “We reply within 2 hours, 8am–5pm, Monday to Friday”.
- Use labels so orders don’t get lost.
- Move long or sensitive conversations, such as contracts and ID documents, to email or a secure system where appropriate.
General information, not legal advice. WhatsApp features, pricing and policies are set by Meta and change, so check Meta’s current terms.