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WhatsApp Business Messaging Features Guide

WhatsApp Business offers powerful messaging tools beyond simple one-on-one chats. From sending bulk messages to organizing conversations, these features help you communicate efficiently with many customers at once while keeping your inbox organized and easy to navigate.

This guide covers broadcast lists, pinning messages, status updates, search and filters, automated templates, and the difference between broadcasts and groups—everything you need to master WhatsApp Business messaging.

How to Use Broadcast Lists​

A broadcast list is a way to send the same message to multiple customers at once, but each person receives it as a separate, individual message—not a group chat. It's perfect for promotions, announcements, and bulk updates without everyone seeing each other.

Why Broadcast Lists are Powerful​

  • Personal touch: Each customer gets an individual message, not a group notification
  • Scale communication: Message 100, 1,000, or 10,000 customers instantly
  • No group chaos: Unlike group chats, customers don't see responses from others
  • Promotions: "Summer sale 50% off" reaches everyone at once
  • Announcements: "New product launch" goes to all interested customers
  • Updates: Order shipped, appointment reminder, status change
  • Privacy: Customers don't see who else received the message

Broadcast vs. Group Chat​

AspectBroadcast ListGroup Chat
VisibilityEach person sees only their copyEveryone sees all messages
ResponsesYou get individual repliesEveryone sees all replies
Recipient countHundreds or thousandsUsually 2–50 people
Use casePromotions, announcements, updatesTeam discussion, customer support
PrivacyHigh (no list visible)Low (everyone knows who's in it)
RepliesDirect to you onlyAll group members see

How to Create a Broadcast List​

Step 1: Open broadcast settings

  • Go to Chats or the main chat screen
  • Tap Settings → Broadcast lists or look for a "Broadcast" menu
  • Tap "Create new" or "New broadcast" or the "+" icon

Step 2: Name your broadcast list

  • Enter a name for the list (internal use only, customers don't see it)
  • Examples:
    • "Promotions & Sales"
    • "Regular customers"
    • "New product updates"
    • "Appointment reminders"
  • Tap "Next" or "Done"

Step 3: Add contacts to the list

  • You'll see a list of your saved contacts
  • Check the names you want to add to the broadcast
  • You can:
    • Tap individual contacts
    • Use search to find specific customers
    • Select all (if available)
  • Examples of who to add:
    • Repeat customers who've opted in
    • People who subscribed to updates
    • Clients who've made purchases
    • Anyone who messaged you (they agreed to contact by messaging)

Important: Only add people who have opted in to receive messages from you. Do NOT add random numbers or people who haven't agreed to hear from you (this violates WhatsApp policy and can get you banned).

Step 4: Confirm and save

  • Review the contacts you've added
  • Tap "Create" or "Save"
  • Your broadcast list is now ready to use

How to Send a Broadcast Message​

Step 1: Open the broadcast list

  • Go to Settings → Broadcast lists
  • Tap the broadcast list you want to send to (e.g., "Promotions & Sales")

Step 2: Write your message

  • Tap the message field at the bottom
  • Type your message:
    • Keep it concise (most people read on phones)
    • Include call-to-action ("Shop now", "Book appointment", "Learn more")
    • Use emojis sparingly (one or two for personality)
    • Avoid ALL CAPS (looks like shouting)
  • You can also:
    • Add media (image, video, document)
    • Use formatting (bold, italic, strikethrough)

Example broadcast messages:

Salon: "🎉 Summer special! All haircuts 30% off this weekend only. Book your appointment now: [link]. Offer valid Fri–Sun. Don't miss out! 💇‍♀️"

E-commerce: "New arrival alert! 🎁 Check out our latest collection of summer dresses. Free shipping on orders over ₹999. Shop now: [link]"

Fitness coach: "Feeling motivated? 💪 Limited-time offer: 5 personal training sessions for ₹3,999 (reg. ₹5,000). Valid this month only. DM to book!"

Clinic: "📅 Health reminder: Due for your annual checkup? Book your appointment today. We have evening slots available. Call or message to confirm."

Step 3: Send the message

  • Tap the send button (arrow icon)
  • The message is sent to every contact in the list individually
  • Each person receives it as a separate message from you
  • They don't see it's a broadcast

Step 4: Monitor responses

  • As customers reply, their messages come to you individually
  • You can reply to each person separately
  • Each conversation is independent

Managing Broadcast Lists​

To edit a broadcast list (add/remove contacts):

  • Go to Settings → Broadcast lists
  • Tap the list you want to edit
  • Tap "Edit" or "Manage"
  • Add or remove contacts
  • Tap "Save"

To delete a broadcast list:

  • Go to Settings → Broadcast lists
  • Long-press the list
  • Tap "Delete"
  • Confirm deletion (messages aren't deleted, just the list)

To view broadcast history:

  • Go to Settings → Broadcast lists
  • Tap a list
  • You might see a history of messages sent to that list (varies by version)

Best Practices for Broadcast Lists​

Only message opted-in customers:

  • They messaged you first (agreed to contact)
  • They signed up for updates
  • They made a purchase
  • Never add random numbers or scraped lists (violates policy)

Respect frequency:

  • 1–2 broadcasts per week is good
  • Daily broadcasts may annoy customers
  • Too many messages = people block you

Personalize where possible:

  • "Hi [name], check out..." is better than generic "Hey everyone..."
  • Use their purchase history ("Based on your recent purchase...")
  • Segment lists by interest (VIP, regular, newsletter-only)

Clear call-to-action:

  • Every broadcast should have ONE clear ask
  • "Shop now", "Book here", "Learn more"
  • Include a link or instruction

Timing matters:

  • Send during business hours (9 AM–8 PM)
  • Avoid early morning or late night
  • Consider your customer timezone

Track results:

  • Note how many people reply
  • Track which broadcasts drive sales
  • Adjust based on what works

Have an unsubscribe option:

  • Let people opt out ("Reply STOP to unsubscribe")
  • Honor opt-outs immediately
  • Keep a clean list of engaged customers only

Broadcast List Examples for Businesses​

Fashion e-commerce:

  • List 1: "Summer sale – VIP customers" (loyal buyers, get early access)
  • List 2: "Summer sale – newsletter subscribers" (general audience)
  • List 3: "Cart abandoners" (people who left items without buying)

Salon:

  • List 1: "Regular clients – appointment reminders" (confirm upcoming appointments)
  • List 2: "Past clients – special offers" (win back lapsed customers)
  • List 3: "Birthday specials" (send on their birthday month)

Fitness:

  • List 1: "Active members" (class schedules, motivation)
  • List 2: "Prospective clients" (free trial offers)
  • List 3: "Inactive members" (win-back campaigns)

How to Pin and Star Messages​

Pinning and starring messages help you keep important information or conversations easily accessible. Pin keeps messages at the top; stars save key messages for later reference.

What Pinning Does​

Pinned messages stay at the top of your chat list or a specific chat. They're useful for:

  • Important customer information ("Order #12345 shipped")
  • Key dates ("Appointment: Jan 15, 2 PM")
  • Urgent updates ("Payment method changed")
  • Reference info ("Customer prefers contact on Sundays only")

What Starring Does​

Starred messages are bookmarked for later. You can view all starred messages in one place. They're useful for:

  • Contact details to transfer to CRM
  • Order details to process later
  • Questions to follow up on
  • Important customer requests

How to Pin a Chat​

Entire Conversation

Step 1: Long-press the chat in your chat list (from Chats screen, not inside a conversation)

Step 2: Tap "Pin" from the menu that appears

Step 3: The chat moves to the top of your chat list

Result: That customer's chat is always at the top, above unpinned chats. Useful for your most important customers or active conversations.

To unpin: Long-press the pinned chat and tap "Unpin"

How to Pin a message​

Specific Message Within a Chat

Step 1: Open the chat containing the message you want to pin

Step 2: Long-press the specific message you want to pin

Step 3: Tap "Pin message" from the menu

Step 4: The message appears at the top of that chat with a pin icon (⚓)

Result: When you open that chat, you immediately see the pinned message. Useful for:

  • Order details: "Order #ABC123, delivery Jan 20"
  • Address: "Deliver to 123 Main St, Apt 4B"
  • Special instructions: "Call before delivery, no COD"

To unpin: Long-press the pinned message and tap "Unpin"

Note: You can pin multiple messages in one chat (usually up to 3–5)

How to Star a Message​

Step 1: Long-press the message you want to star

Step 2: Tap "Star message" (or ⭐ icon) from the menu

Step 3: The message is now starred (you'll see a star icon on it)

Result: The message is saved for later. You can view all starred messages in one place.

How to View All Starred Messages​

Step 1: Go to Settings → Starred messages or look for a ⭐ icon in your chat list

Step 2: You'll see all messages you've starred across all chats

Step 3: Tap any starred message to jump to that chat and location

Result: Instead of searching for important info, you can quickly access everything you starred.

Use Cases for Pinning and Starring​

Pin a chat (whole conversation):

  • Customer: Your biggest client's chat stays at the top
  • Support issue: A complaint you're actively resolving
  • Active project: A customer with an ongoing order or service

Pin a message (specific message):

  • Order details: "Order #12345, delivery address: 123 Main St"
  • Appointment: "Appointment confirmed: Jan 20, 2 PM"
  • Payment info: "Payment method: Credit card ending in 4321"
  • Special request: "No calls before 9 AM, WhatsApp only"
  • Deadline: "Project due: Friday 5 PM"

Star a message (for later reference):

  • Contact info: Customer's alternate phone number
  • Address: Delivery address for future orders
  • Preferences: "Prefers WhatsApp over calls"
  • Follow-up needed: "Call customer Jan 15 to confirm"
  • CRM data: "Referred by: John Smith" (to add to your contacts)

Pro Tips for Pinning and Starring​

  • Don't overpin: Pin only 1–3 chats max. Otherwise, pinning loses meaning
  • Pin active conversations: When a chat is resolved, unpin it to keep your list fresh
  • Star before closing: Before you close a chat, star important details you might need later
  • Review starred weekly: Go through your starred messages and clean up (delete/transfer to CRM)
  • Use pins for VIP customers: Keep your most important customers pinned
  • Star = To-do list: If you star something, act on it within 24 hours

How to Post Status Updates​

WhatsApp Business Status is like Instagram or Facebook Stories—temporary posts that disappear after 24 hours. You can share photos, text, or videos to keep customers updated on offers, news, or behind-the-scenes content.

Why Status Updates Matter for Business​

  • Visibility: Reach all your contacts at once (like broadcast, but visual)
  • Engagement: Photos and videos get more attention than text
  • Urgency: "Disappears in 24 hours" creates a sense of urgency
  • Brand awareness: Keep your business top-of-mind
  • Offers & news: Announce sales, new products, or updates
  • Personal touch: Show behind-the-scenes, team photos, or customer testimonials

Types of Status Updates​

  • Text-only: Simple announcement ("We're hiring!")
  • Photo: Product photo, promotional image, team photo
  • Video: Short clip (max 30 seconds recommended)
  • Document: Share a PDF or file

How to Post a Status Update​

Step 1: Open WhatsApp Business

  • Go to the Status tab or My status at the top of the chat list
  • Tap "Create" or "My status" or the "+" icon
  • You'll see options to capture or upload content

Step 2: Choose your content type

Camera icon: Take a photo or video right now

  • Tap to capture
  • Hold for video (release to stop)

Gallery icon: Choose an existing photo or video from your phone

  • Browse your phone's library
  • Select the image or video
  • Tap "Done"

Text icon: Create a text-only status

  • Type your message
  • Choose background color
  • Add emojis if desired

Step 3: Edit your content (optional)

After selecting, you can:

  • Add text: Tap "T" and type a caption
  • Draw: Tap pen icon and draw on the image
  • Add stickers: Tap sticker icon
  • Crop/adjust: Resize or reposition
  • Tap "Done" when satisfied

Step 4: Add privacy settings (optional)

Choose who can see this status:

  • Everyone (all your contacts)
  • My contacts (only saved contacts)
  • Custom (specific people only)
  • Tap "Send" or "Post"

Step 5: The status is now live

  • It appears at the top of chats for all your contacts
  • They see a circle around your profile photo (indicating you have a new status)
  • The status disappears after 24 hours

How to View Status Updates​

Your contacts' statuses:

  • Open WhatsApp Business
  • Go to Status tab or look at the top of chat list
  • You'll see profile photos of contacts with new statuses
  • Tap a profile to view their status updates
  • Swipe left or right to view multiple updates from one person
  • Tap the screen to pause

Your own statuses:

  • Go to My status section
  • Tap "Recent updates" to see what you've posted
  • View how many people have viewed each post

Example Status Updates for Different Businesses​

Salon:

  • 📸 Photo of a fresh haircut with caption: "New cut on Fridays! 💇‍♀️ Book your appointment now."
  • ⏰ Text status: "Limited slots left this weekend! Book by tonight. Link in bio."

E-commerce:

  • 📸 Product photo with caption: "New arrival! Summer dresses just dropped. Shop the full collection 🛍️"
  • 🎥 Short video: (30 seconds) Show the product from different angles with upbeat music.

Fitness:

  • 📸 Before/after transformation photo: "Client transformation 💪 Months of hard work pays off! You're next!"
  • ⏰ Text: "Flash sale: 3-month plan now ₹4,999 (was ₹5,999). Today only! 🔥"

Restaurant:

  • 📸 Food photo: "Today's special: Butter chicken with garlic naan. Limited quantity! Order now 🍛"
  • 🎥 Video: Chef preparing a signature dish, mouth-watering shots.

Clinic:

  • ⏰ Text: "Health tip: Drink 8 glasses of water daily for better skin! 💧"
  • 📸 Team photo: "Meet our doctors! Book your appointment with Dr. [Name] 👨‍⚕️"

Best Practices for Status Updates​

  • Post regularly: 2–4 times per week keeps you visible without spamming
  • Mix content types: Don't always post text. Vary with photos, videos, stories
  • Use high-quality images: Blurry or bad-quality photos hurt your brand
  • Keep it short: Videos under 30 seconds work best (longer ones people skip)
  • Add captions: Always caption photos and videos (helps accessibility)
  • Include call-to-action: "Shop now", "Book here", "Learn more"
  • Time it right: Post during peak hours (9 AM–8 PM) when people are active
  • Be authentic: Show real team, real products, not fake stock photos (unless transparent)
  • Avoid spam: Don't overpost or use status for every little thing
  • Track engagement: Note which statuses get views and replies; post more of what works

Pro Tips for Status Strategy​

Promotion days:

  • Monday: New product launch
  • Wednesday: Mid-week special offer
  • Friday: Weekend reminder
  • Sunday: Weekly roundup

Content themes:

  • Monday: Motivational or product
  • Tuesday: Behind-the-scenes or team
  • Wednesday: Educational or tip
  • Thursday: Customer testimonial
  • Friday: Offer or sale
  • Weekend: Fun or lifestyle

Engagement boost:

  • Ask questions: "What's your favorite product? Vote in replies!"
  • Share customer photos: "Customer spotlight: Here's [Name] with their order!"
  • Countdown: "New launch in 3 days! 🚀"
  • Limited-time: "Only 5 left! ⏰"

Chat Search and Filters​

With hundreds of chats, finding a specific message or customer quickly is essential. WhatsApp Business has powerful search and filter tools to help you locate what you need instantly.

Why Search and Filters Matter​

  • Save time: Find a customer or message in seconds instead of scrolling
  • Reduce stress: Don't lose track of important info
  • Organization: Filter by status (unread, labeled) to prioritize
  • Audit trail: Find past conversations for reference or dispute resolution
  • Customer history: Quickly review a customer's entire chat history

How to Search for Messages​

Step 1: Open WhatsApp Business

  • Go to the chat list (main screen)
  • Look for a search icon (magnifying glass 🔍) at the top

Step 2: Tap the search icon

  • A search field appears
  • Type what you're looking for

Step 3: Search by different criteria

By customer name:

  • Type the customer's name: "John"
  • Results show all chats with people named John

By message content:

  • Type a keyword: "order number"
  • Results show all messages containing that phrase
  • Example: You search "invoice" and find all messages mentioning invoices

By phone number:

  • Type or paste a number: "+919876543210"
  • Results show chats with that contact

By date (some versions):

  • Some versions let you search by date: "messages from Jan 2025"
  • Results show messages from that time period

Step 4: Tap a result

  • You jump to that chat or message
  • The message is highlighted
  • You can now read context or reply

Example Searches​

What You SearchWhat You Find
"refund"All messages mentioning refunds across all chats
"+919123456789"All chats with that specific number
"Invoice #ABC"The exact invoice message you're looking for
"delivered"All messages saying "delivered" (tracking updates)
"feedback"All customer feedback you've received
"appointment"All appointment-related messages

How to Use Filters​

Filters let you view only certain types of chats. For example, you can filter to see only:

  • Unread messages
  • Messages from a specific label
  • Chats from a date range

Step 1: Open chat list

  • You're on the main screen with all chats
  • Look for a filter icon (funnel ⊕ or "Filters" text) at the top

Step 2: Tap the filter icon

  • A menu appears with filter options
  • Depending on your version, options might include:
    • Unread: Show only chats with unread messages
    • Archived: Show only archived chats
    • Labels: Filter by label (e.g., "Payment pending", "VIP")
    • Groups: Show only group chats
    • Starred: Show only starred chats

Step 3: Select a filter

  • For example, tap "Unread"
  • Your chat list updates to show only unread chats
  • All other chats are hidden (not deleted)

Step 4: Act on filtered chats

  • You see only the chats that need attention
  • Reply to each one
  • Once handled, the chat disappears from the filtered view

Step 5: Reset filter

  • Tap the filter icon again
  • Select "All" or deselect the filter
  • All chats reappear

Common Filter Workflows​

Workflow 1: Catch up on unread messages

  1. Apply "Unread" filter
  2. See only chats with new messages
  3. Reply to each
  4. Remove filter when done

Workflow 2: Focus on VIP customers

  1. Apply "Labels" filter → "VIP"
  2. See only VIP customer chats
  3. Prioritize responses to them
  4. Reset filter

Workflow 3: Handle pending payments

  1. Apply "Labels" filter → "Payment pending"
  2. See all chats awaiting payment
  3. Send payment reminders
  4. Remove label once paid

Workflow 4: Review archived chats

  1. Apply "Archived" filter
  2. See old chats you've archived
  3. Search for a specific chat if needed
  4. Unarchive if you need to reopen conversation

Pro Tips for Search and Filters​

  • Use specific keywords: "order #" instead of just "order"
  • Combine search + labels: Filter by label, then search within that label
  • Archive old chats: Archive completed chats to keep main list clean
  • Star important messages: Then search "starred" to find key info quickly
  • Use labels effectively: Without labels, filters are less useful
  • Search before reaching out: Make sure you haven't already discussed something with a customer
  • Export important chats: Keep backups of key conversations for compliance

Automated Message Templates​

Beyond quick replies (which you tap in a chat), WhatsApp Business lets you set up automated responses for specific situations. These templates trigger automatically when certain conditions are met.

Types of Automated Templates​

  • Greeting message: Auto-reply when someone first messages you
  • Away message: Auto-reply outside business hours
  • Quick replies: Manual templates you choose to send (covered in Section 6, Profile & Settings)

The automation part is that greeting and away messages send automatically without you doing anything. This section covers using those templates effectively.

Greeting Message Automation​

A greeting message is an automated response to the first message a customer sends you.

What happens:

  • Customer messages you for the first time
  • WhatsApp automatically shows your greeting
  • They see it immediately (before you even read their message)
  • Sets the tone: "Professional, ready to help"

Template example: "Welcome to XYZ Salon! 💇‍♀️ Thanks for reaching out. We offer haircuts, coloring, treatments, and more. Check our quick replies (menu icon) for FAQs, or tell us what you need. We'll reply within 1 hour during business hours."

How to set it up: (Covered in Section 4 "How to write a greeting message")

Away Message Automation​

An away message is an automated response when someone messages you outside business hours.

What happens:

  • Customer messages you at 10 PM (you close at 8 PM)
  • WhatsApp automatically sends your away message
  • They know you're closed and when you'll reply
  • Reduces frustration from silence

Template example: "Thanks for your message! We're currently closed. We're open Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM. We'll get back to you as soon as we open. Have a great day!"

How to set it up: (Covered in Section 5 "How to set an away message")

Combining Greeting + Away Message​

When set up correctly:

  • First message from customer + outside hours = Both greeting + away message appear
  • First message + during hours = Only greeting appears
  • Follow-up message + outside hours = Only away message appears

Example:

Customer messages at 11 PM:

  • Greeting appears: "Welcome to XYZ Salon! Thanks for reaching out."
  • Away message appears: "We're closed. We'll reply in the morning."
  • Customer is satisfied (they know you're organized and will respond)

Tips for Effective Automated Templates​

Greeting message tips:

  • Keep it short: 1–3 sentences, under 100 words
  • Be specific: Tell them what you do, not just "hi"
  • Include a call-to-action: "Tell us what you need" or "Browse our quick replies"
  • Set expectations: "We'll reply within 1 hour"
  • Update seasonally: Change during holidays or special events

Away message tips:

  • Be clear about hours: "We're open 9 AM–5 PM, Mon–Fri"
  • Set response expectation: "We'll reply within 1 hour of opening"
  • Include alternatives: "For emergencies, call [number]"
  • Be warm: "We're sleeping, but we'll get back to you!"
  • Update for holidays: "We're closed Jan 26. We'll reply Jan 27."

Pro Tips for Template Automation​

  • A/B test: Try different greetings and see which gets more replies
  • Track conversions: Note which greetings lead to bookings/sales
  • Update monthly: Keep templates fresh and relevant
  • Use customer name if possible: Some systems let you personalize with first_name
  • Avoid overloading: Don't make templates too long; customers won't read
  • Test your setup: Message yourself outside hours to verify messages trigger correctly

Broadcast vs. Group Chats Difference​

This is crucial to understand because they serve different purposes and work very differently. Using the wrong one for your goal wastes time and can confuse customers.

Key Differences at a Glance​

AspectBroadcast ListGroup Chat
VisibilityEach person gets individual message; others not visibleEveryone sees all messages and participants
Recipient count1–10,000+ (scalable)Usually 2–50 people
When you usePromotions, announcements, bulk messagesTeam discussions, customer support
Replies go toOnly you (direct messages)Everyone in the group
PrivacyHigh (list is private)Low (everyone knows who else is in it)
User experienceFeels personal, individualFeels like a group chat (like WhatsApp groups)
Best for"Many people, one message each""A group of people, shared conversation"

Broadcast List: How It Works​

What happens:

  • You create a broadcast list with 100 customers
  • You send message: "50% off sale this weekend!"
  • Each of the 100 customers gets the message individually
  • They see it as a message from you, not from a group
  • If they reply, only you see the reply
  • Other customers don't know the broadcast was sent to many people

Visual example:

You → Customer 1: "50% off sale!"
You → Customer 2: "50% off sale!"
You → Customer 3: "50% off sale!"
...
You → Customer 100: "50% off sale!"

Customer 1 replies: "I'll take 2 items!"
(Only you see this reply)

Customer 2 replies: "When does it end?"
(Only you see this reply)

Best for:

  • Sending the same message to many people
  • Bulk promotions or announcements
  • Updates to opted-in customers
  • Newsletters or regular notifications

Group Chat: How It Works​

What happens:

  • You create a group with 10 team members + 5 regular customers
  • You send a message: "Special event this weekend!"
  • Everyone in the group sees the message
  • Everyone sees everyone else's responses
  • It becomes a shared conversation where all 15 people interact
  • Threads and replies are visible to everyone

Visual example:

Group: "Weekend Event"
Participants: You, 10 team members, 5 customers (15 total)

You: "Special event this weekend!"
Customer 1: "Sounds great! I'll be there!"
Team member: "I'll prep the setup"
Customer 2: "What time?"
You: "Saturday 10 AM–5 PM"
Team member: "Should we order extra supplies?"
(Everyone in the group sees all of this)

Best for:

  • Team coordination
  • Customer support (if handling with a team)
  • Event coordination with participants
  • Shared project discussions
  • Community building

When to Use Broadcast​

Not Group

Use broadcast when:

  • ✅ You want to reach many people with the same message
  • ✅ You don't want customers seeing each other
  • ✅ You're sending promotions, updates, or announcements
  • ✅ Replies should come to you only, not to a group
  • ✅ You want privacy (people don't know who else received it)

Example: You send "Summer sale 50% off" to 1,000 customers. Each thinks they got a personal message. Sales increase because it feels targeted to them.

When to Use Group chat​

Not Broadcast

Use group chat when:

  • ✅ You're coordinating with a team
  • ✅ You want shared conversation (everyone sees all messages)
  • ✅ Participants should see each other's responses
  • ✅ It's an ongoing discussion, not a one-time message
  • ✅ Group size is small (2–50 people, ideally)

Example: You create a group "Customer Support" with your team. When a customer has an issue, you add them to the group. Your team collaborates on the solution. Everyone (including the customer) sees the discussion and resolution.

Common Mistakes​

Mistake 1: Using group chat for promotions

  • ❌ You create a group with 500 customers
  • ❌ Send "50% off sale"
  • ❌ Customers see each other's responses
  • ❌ Group becomes chaotic
  • ❌ Customers get annoyed
  • ✅ Instead: Use broadcast list

Mistake 2: Using broadcast for support

  • ❌ Customer has an issue
  • ❌ You send an individual broadcast (not a true broadcast, just a regular message)
  • ❌ No follow-up conversation
  • ❌ Issue not resolved
  • ✅ Instead: Use group chat or one-on-one conversation

Mistake 3: Creating too many groups

  • ❌ You create 20 groups (one for each customer segment)
  • ❌ Hard to manage, easy to message wrong group
  • ❌ Overkill for most businesses
  • ✅ Instead: Use 1–3 broadcast lists

Practical Scenarios​

Scenario 1: E-commerce flash sale

  • Customer audience: 5,000 opted-in followers
  • Use: Broadcast list
  • Message: "Flash sale: 70% off for 2 hours only!"
  • Why: Each customer gets individual message (feels personal), no group chaos, scalable to many people

Scenario 2: Support team issue resolution

  • Participants: You, 2 team members, 1 customer
  • Use: Group chat
  • Why: Team coordinates response, customer sees team working on it, shared conversation

Scenario 3: Team meeting coordination

  • Participants: You, 5 team members
  • Use: Group chat
  • Why: Discuss meeting time, agenda, and decisions together

Scenario 4: Newsletter/regular updates

  • Recipients: 2,000 customers
  • Use: Broadcast list
  • Why: Same update to many people, no group interaction needed, scalable

Scenario 5: VIP customer loyalty group

  • Participants: You, 10 VIP customers
  • Use: Could be either:
    • Broadcast: If you just send updates ("New VIP-only collection out today!")
    • Group: If you want community ("VIP members, share your feedback!")

Messaging Features Workflow​

Here's how to use all these features together in a real business scenario:

Daily Workflow Example (Salon)​

9 AM: Open your shop

    1. Check Unread filter to see overnight messages (2 new messages)
    1. Reply to each individually

10 AM: New customer inquiry

    1. They message you for the first time
    1. Greeting message auto-appears (they see: "Welcome to XYZ Salon!")
    1. You respond with details
    1. Label the chat as "Booking"

11 AM: Your 10 AM customer texts back to confirm

  1. They reply inside the same chat
  2. You pin this message: "Appointment confirmed: Tuesday 2 PM"
  3. You label the chat as "Confirmed"

12 PM: Post a promotion

    1. You post a status update: Photo of a fresh haircut with "Summer special: Haircuts 30% off this weekend!"
    1. Contacts see it for 24 hours
    1. Some reply

1 PM: Send weekly update

    1. You create a broadcast list with 200 customers
    1. Send: "New weekend hours! Now open Sat–Sun 10 AM–6 PM. Book your appointment 🎉"
    1. Each customer gets it individually
    1. Some reply with bookings

2 PM: Handle customer complaint

    1. A customer complains: "I'm not happy with my color"
    1. You star this message (mark for priority)
    1. You create a group chat with the customer + your assistant
    1. Together, you resolve the issue
    1. Once solved, you move the chat to "Resolved" label

5 PM: Search for old customer

    1. A repeat customer messages
    1. You search: "Sarah" → Find her 3 previous appointments
    1. Review her history: "She prefers short cuts, has sensitive scalp"
    1. Personalized response based on history

6 PM: End of day

    1. Filter by "Unread" to clear all unread messages
    1. Some chats you archive (completed bookings)
    1. Some chats you pin (upcoming appointments)
    1. You're set for tomorrow

Summary: Messaging Features Checklist​

After reading this section, you should be able to:

✅ Use broadcast lists to send bulk messages to opted-in customers ✅ Pin and star messages to keep important info accessible ✅ Post status updates for promotions and engagement ✅ Search and filter chats to find customers or messages quickly ✅ Understand automated templates (greeting + away messages) ✅ Know the difference between broadcasts (one message to many) and groups (shared conversation)

These features transform WhatsApp from a simple chat app into a scalable, organized business communication tool.

What's next?​

  • Once you master messaging features, explore these related topics:
  • Catalog management: Selling products directly via WhatsApp
  • Team collaboration: Multiple people managing one WhatsApp account
  • Analytics: Understanding which messages drive results
  • Compliance: Ensuring your broadcasts follow WhatsApp policies
  • Integrations: Connecting WhatsApp to your CRM or e-commerce platform

Your WhatsApp Business is now a professional, scalable communication channel.