WhatsApp as a sales channel, without losing enquiries

WhatsApp is the fastest way for customers in Spain to contact a small business, and also the easiest place to lose them. Enquiries get lost because they arrive on one person's phone, mixed with personal chats, with no shared record and no reply outside working hours. The fix is not a bigger tool on day one: it is a WhatsApp Business account, a click-to-chat link with a pre-filled message, an instant away reply and one place where every enquiry is written down. Move to the WhatsApp Business Platform (the API) when several people answer or you handle dozens of chats a day.

Why do WhatsApp enquiries get lost?

• They live on one phone. When that person is on a job, ill or on holiday, nobody else sees the messages.
• They mix with personal chats. A quote request slides down under family groups by the evening.
• There is no record. Nobody knows which enquiries were answered, which became jobs and which were forgotten.
• Nothing happens after hours. The customer who writes at 21:00 contacts two more businesses and books whoever answers first.

Click-to-chat, Business app or API: what is the difference?

• Click-to-chat link (wa.me). A link or button on your website that opens a chat with your number. It can carry a pre-filled message such as "Hi, I'd like a quote for…", which tells you where the customer came from and what they want. It costs nothing.
• WhatsApp Business app. Free. Adds a business profile, opening hours, a catalogue, labels, quick replies, a greeting message and an away message. Good for one or two people answering.
• WhatsApp Business Platform (API). For teams and automation: several people in one shared inbox, a connection to your CRM, automatic replies and reminders. Meta charges per message for templates you start; replies within 24 hours of the customer's last message are free. You use it through a provider or a custom integration.

What should a small business set up first?

1. Move business chats to WhatsApp Business on a business number, not a personal one.
2. Add a click-to-chat button to every page of your website, with a pre-filled message per service.
3. Write an away message that answers the most common question and says when you will reply.
4. Create quick replies for prices, availability and what information you need for a quote.
5. Use labels such as new, quoted, booked and lost, and review them every Friday.
6. Keep one list of enquiries, even a simple spreadsheet, with date, service, status and value.

This alone usually stops most of the losses and costs nothing but an afternoon.

When should you move to the API?

• More than one person needs to answer the same number.
• You receive more than about twenty new conversations a day.
• You want enquiries to land automatically in your CRM or booking system.
• You want automatic messages: an instant reply with a price range, appointment reminders, a review request after the job.

At that point a shared inbox and a few automations pay for themselves quickly. You can see examples on our automation page.

Do you need consent to message customers on WhatsApp?

When a customer writes to you first, replying is fine. For messages you start, such as reminders, follow-ups or offers, you need the customer's permission and a clear way to stop the messages. Keep marketing and service messages separate, and mention WhatsApp in your privacy policy if you use it to process enquiries.

FAQ

Is WhatsApp Business free?

The WhatsApp Business app is free. The WhatsApp Business Platform (API), used for shared inboxes and automation, charges per template message you send first; replies within the 24-hour window after the customer's last message are free.

Can several employees use the same WhatsApp Business number?

The Business app can be linked to a few extra devices, which works for a small team. For a real shared inbox with assignments and history, you need the WhatsApp Business Platform through a provider or a custom integration.

Should I put my WhatsApp number on my website?

Use a click-to-chat link or button rather than the bare number: it opens the chat in one tap on a phone and can include a pre-filled message. It also lets you use a short link that keeps your number less exposed to spam.