The WhatsApp Business app is a free app for small businesses that adds a business profile, a product catalogue, automatic greeting and away messages, quick replies and chat labels to WhatsApp. Set these up properly and you will answer customers faster, lose fewer orders and look more professional.
WhatsApp Business app or normal WhatsApp?
Use the Business app for any number customers contact. Meta describes it as giving you a business profile, ways to showcase products, and greeting and away messages, plus sales tools to share items and prices (WhatsApp Business). You can move your existing number to it without losing chats.
12 features and how to use them
1. Business profile
Add your logo, a short description, address, hours, email and website. Customers check it before they trust you.
2. Catalogue
Add your products or services with photos and prices. Customers can browse and send you an item instead of asking "price?".
3. Greeting message
Sent automatically when someone messages you for the first time. Keep it short and ask one useful question, for example which product they are interested in.
4. Away message
Sent outside your hours. Say when you will reply, and link to your catalogue or website so they can keep browsing.
5. Quick replies
Save answers to common questions (prices, delivery, bank details, location) and send them with a shortcut. This alone can save an hour a day.
6. Labels
Tag chats as New order, Paid, Delivered or Follow up. It turns your chat list into a simple order tracker.
7. Short link and QR code
Share your wa.me link and QR code on your website, packaging and posts so customers can start a chat in one tap.
8. Broadcast lists
Send updates to customers who have saved your number. Use them sparingly; too many promotions get you blocked or reported.
9. Status
Post new arrivals and offers to Status. Customers who view it are often your warmest buyers.
10. Click-to-WhatsApp ads
Run Facebook and Instagram ads that open a chat with you. See our Facebook ads guide for what they cost in practice.
11. Linked devices
Use WhatsApp on a computer as well as your phone, which makes typing long replies and sending files easier.
12. Pinned and starred messages
Star important messages like payment slips and addresses so you can find them later.
When the app is no longer enough
The app is built for one person, or a small team, replying by hand. Consider the WhatsApp Business Platform (often called the API) when you get many messages a day, need several staff on one number, want automatic order or booking updates, or want an AI assistant to reply. Our WhatsApp Business API guide explains the costs and setup.
Rules to stay safe
- Never use unofficial bulk-sending tools. They get numbers banned.
- Only message people who contacted you or agreed to hear from you.
- Respect "stop" requests immediately.
Ready-to-use quick replies
| Shortcut | Message |
|---|---|
| /price | Thank you for asking! The price is LKR ___, including ___. Shall I reserve one for you? |
| /delivery | We deliver island-wide in 2 to 4 working days. Delivery is LKR ___. Cash on delivery is available. |
| /bank | You can pay to: Bank ___, Branch ___, Account name ___, Account number ___. Please send the slip here. |
| /location | We are at ___. Here is the map: ___. Open ___ to ___. |
| /thanks | Thank you for your order! If you are happy with it, a review here would help us a lot: ___ |
A simple label system
- New enquiry: asked a question, no order yet
- Waiting payment: order confirmed, payment pending
- Paid: payment received, to be packed
- Sent: handed to courier, tracking shared
- Follow up: interested but not ready; message again in a few days
How Halcent can help
Halcent sets up WhatsApp AI assistants on the official WhatsApp Business Platform. The assistant answers questions in English and Sinhala, takes orders and booking requests, and hands the chat to you when a person is needed. Plans start from LKR 45,000 plus LKR 8,000 a month.
Frequently asked questions
Is the WhatsApp Business app free?
Yes, the app is free to download and use. Costs only apply on the WhatsApp Business Platform, where Meta charges for certain template messages.
Can I use WhatsApp Business and WhatsApp on the same phone?
Yes, with two different phone numbers. Each number can only be on one WhatsApp product at a time.
How many messages can I broadcast on WhatsApp Business?
Broadcast lists reach only contacts who have saved your number. For larger, approved bulk messages, businesses use the WhatsApp Business Platform with message templates.