# WhatsApp Business: How to Acquire and Keep Customers

URL: https://socialboostexpert.com/blog/whatsapp-business-how-to-acquire-and-keep-customers
Updated: 2026-11-02

> How to set up WhatsApp Business, how to attract new customers to you (QR code, link, ads), and which consent and commercial communication rules to observe.

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## WhatsApp Business: How to Grow Your Customer Base Step by Step
A practical guide for small businesses and sole traders: setting up your profile and catalogue, entry points for new customers, bulk messages with consent, and rules worth knowing.
The Social Boost editorial team · Published November 2, 2026 · Last reviewed November 2, 2026 · 7 min read
### In short
- Your customer base on WhatsApp Business grows mainly when people start writing to you on their own, via a QR code, link, button on Facebook or Instagram, or an advertisement.
- Your business profile, catalogue, greeting and away messages, and quick replies are free in the app, and it is advisable to set them up before you start bringing in customers.
- According to WhatsApp's rules, you may only message people who have given you their number and consent, and you must respect every request to stop receiving messages.
- In the Czech Republic, commercial communications by electronic means are also governed by Act No. 480/2004 Coll., which requires prior consent or an exemption for existing customers.
- The number of contacts on WhatsApp cannot meaningfully be inflated; a quality list is built through honest communication and good service.
Your customer base on WhatsApp Business grows mainly when people start writing to you on their own. First set up your business profile, catalogue and automatic replies, then place the QR code and chat link everywhere your customers encounter you, and send messages only to those who have consented to them. Fast and helpful communication can then help generate recommendations.
### What is WhatsApp Business and who is it suitable for?
WhatsApp Business is a separate WhatsApp app for companies that adds a business profile, catalogue, automated messages and labels to regular chat. It suits sole traders, cafés, salons, craftspeople, e-shops and small shops where customers want to quickly find out something, place an order or arrange an appointment.
According to the official FAQ, there are two variants (as of November 2026):
Option Who it is for Price What it does
WhatsApp Business app small businesses, a single device as a starting point Free profile, catalog, automated messages, limited integration with other tools
WhatsApp Business Platform medium and large businesses paid per message high-volume communication, integration with business systems
You can find an overview of both options in the Frequently Asked Questions about WhatsApp Business
. Prices and terms of the platform change, so always verify them directly with WhatsApp. For most small businesses, the app is sufficient.
### How do you set up your profile so that customers can shop directly from it?
A well-completed profile and catalog answer most questions before the customer asks them. According to the overview of WhatsApp Business features
the app offers the following tools (status as of November 2026):
- Business profile with a logo, business description, opening hours and a website.
- Catalog of products and services that you can group into collections; from it, customers can select items via the cart and send them in a single message.
- Welcome message , which is sent automatically to a new customer when they first message you.
- Away message outside working hours, which tells them when you will get back to them.
- Quick replies , i.e. shortcuts for messages you send frequently (price list, address, delivery terms).
- Labels for sorting conversations, for example “new order”, “awaiting payment”, “resolved”.
- Multiple devices : additional devices can be linked to the account, so more members of the team can respond to messages. Please check the current limit directly in the app.
#### Setup procedure step by step
- Download the WhatsApp Business app from Google Play or the App Store and register your business number. If you are switching from regular WhatsApp, back up your chats in advance.
- Enter your business name, category, logo, description, address, opening hours and website.
- Add your best-selling products or services to the catalogue with a clear photo, description and price.
- Set a welcome message (a short thank-you and what the customer can expect from you) and an away message.
- Prepare 5–10 quick replies to the most frequent questions.
- Create labels according to how orders or jobs proceed in your business.
### How do you attract new customers?
New contacts arrive through so-called entry points, meaning places from which a chat with your business can be opened with one tap. WhatsApp counts among them QR codes, short links, buttons on your Facebook Page and Instagram profile, and shops on Facebook and Instagram (status as of November 2026).
- QR code on a shop window, counter, receipt, business card, packaging or leaflet. It works mainly for physical premises and events.
- Short link on your website, in your email signature, in order confirmations and in the bio of your social media profiles.
- Button on Facebook and Instagram , so that people who follow you there can message you directly on WhatsApp. How to set up your business profile on Facebook is described in the article about professional mode on Facebook
.
- Catalogue links : you can share the entire catalogue or a specific item on WhatsApp, Facebook and Instagram.
#### Click-to-WhatsApp ads
A Click-to-WhatsApp ad is a paid ad on Facebook or Instagram that opens a chat with your business when clicked. According to the WhatsApp Business page about these ads
they appear, for example, in Channels, Stories and Marketplace, and you create them in Meta Ads Manager or from a Facebook Page (status as of November 2026).
It suits businesses that have a clear offer and someone who replies to messages quickly. The ad itself does not guarantee sales: if you reply to an enquiry two days later, the contact is usually lost. Start with a small budget and track how many conversations end in an order.
### How do I write to customers without it being spam?
You may send messages only to people who have given you their number and consent, and you must respect every request to stop. This is set out in the WhatsApp Business Policy
, which also prohibit messages that mislead, deceive or overwhelm people. Based on user feedback, WhatsApp may limit how many messages a business can send (status as of November 2026).
The app offers business broadcast messages (broadcasts): individual private messages sent to several people at once, with the option to schedule sending and add buttons such as Book, Order or Call. This is exactly where consent matters most.
- Obtain consent openly: a checkbox at checkout, a question in the chat (“May we send you news here?”), a sign at the QR code explaining what you will send.
- WhatsApp rules recommend that consent also covers the types of messages, for example order status, offers or product recommendations.
- In every message, offer a simple way to unsubscribe, for example by replying “STOP”, and remove unsubscribed contacts immediately.
- Send less and make it more useful: a new offer, an available slot, a booking reminder. A plan will help you put together an article about content plan for social media
.
#### What does Czech law say?
Commercial communications sent by electronic means are governed by zákon č. 480/2004 Sb., o některých službách informační společnosti
. Under § 7, electronic contact for commercial communications may be used only with people who have given prior consent. An exception applies to your own customers from whom you obtained the contact details during a sale: you may offer them your similar products, provided that every message contains a clear and simple option to decline further messages.
This is general information, not legal advice. Please check with a specialist how the law applies to your situation, including personal data protection.
### How do you turn one-off enquiries into loyal customers?
A loyal customer base is built mainly on speed, a personal tone and reliability. WhatsApp is a private space for the customer, so it becomes more apparent here than elsewhere whether you treat them as a human being.
- Set a response time and stick to it. Outside working hours, an away message speaks for you.
- Follow up : after an order is fulfilled, ask whether everything is in order, and use a label to mark satisfied customers.
- Use the Status (status) for short updates, similar to Stories on Instagram.
- Measure : how many new conversations arrived each week, from where (QR code, website, advertising), and how many of them ended in a purchase. If you cannot identify the source, ask the customer where they found you and record it with a label.
- Connect channels : anyone who finds you on Instagram can complete a purchase on WhatsApp. A link to the chat therefore belongs in the bio of every profile.
### When paid promotion makes sense and when it does not?
There is no point in artificially inflating WhatsApp contacts: messages may be sent only to people who have consented, and only those who genuinely want to hear from you have value. Paid promotion may therefore be better used to support profiles on Facebook or Instagram, from which people come to WhatsApp. A followers package for Facebook
or Instagram
can give a new profile with good content an initial social proof, i.e. the impression that someone already follows the profile. However, it does not guarantee audience interest, messages or sales, and it cannot replace content or fast communication. Moreover, it may worsen the ratio of interactions to followers.
Meta's Rules on spam
prohibit buying, selling and exchanging interactions, such as likes, shares, views or follows, so restrictions on reach or on the account cannot be ruled out. This is also pointed out in terms and conditions
in Art. 3.3. If the profile already has a warning or restrictions, or you expect the number of followers alone to bring orders, do not buy promotion. If you want to support your own work on the profile, you will find the current offer in price list
.
### Frequently asked questions
#### Is WhatsApp Business free?
Yes. According to the official WhatsApp Business website, the app for small businesses is free to download and use, but offers only limited customisation and integration with other tools. The WhatsApp Business Platform for medium and large companies is paid, with charges per message depending on category. Please check the current terms (as of November 2026) on the WhatsApp Business website.
#### Can I send a bulk message to all the contacts in my phone?
No, not without consent. WhatsApp's rules for businesses state that you may only contact people who have given you their number and also consented to receive messages. For commercial communications, Act No. 480/2004 Coll. also applies in the Czech Republic, which requires prior consent or an exemption for your own customers with the option to refuse messages at any time. This is not legal advice; please check your specific situation with an expert.
#### How do I get my first customers on WhatsApp Business?
The simplest approach is to place the link or QR code where people already know you: on your website, in your email signature, on receipts, in your shop window, on flyers, and in your Facebook and Instagram profiles. On your Facebook Page and Instagram profile, you can add a button for messaging on WhatsApp. If you have an advertising budget, Meta offers ads that open a chat with your business when clicked.
#### Can I convert my personal WhatsApp into a business account?
Yes. According to the WhatsApp Business page on getting started, account information can be transferred from regular WhatsApp to the WhatsApp Business app. Before converting, back up your chats and consider whether you want private and business communication on a single number. Many entrepreneurs choose a separate number for their business to separate work and privacy.
#### On how many devices can WhatsApp Business run?
Besides the main phone, further devices such as a computer or colleagues' phones can be linked to a WhatsApp Business account. This is useful when more than one team member responds to messages or when you want to write from a computer. Official WhatsApp materials cite different figures and limits change, so please check the current number of linkable devices directly in the app under Linked Devices or in the WhatsApp Help Center.
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### Sources
- WhatsApp Business App Features – WhatsApp Business
(checked November 2, 2026)
- Business Policy | WhatsApp for Business – WhatsApp
(checked November 2, 2026)
- Ads that click to WhatsApp | Start new customer conversations – WhatsApp Business
(checked November 2, 2026)
- WhatsApp Business FAQs – WhatsApp Business
(checked November 2, 2026)
- Zákon č. 480/2004 Sb., o některých službách informační společnosti – Zákony pro lidi
(checked November 2, 2026)
- Spam | Transparency Center – Meta
(checked November 2, 2026)
Prepared by our editorial team with AI assistance and checked against the sources above. Platform rules change: always check the current wording at the source. This article was translated with AI assistance. The sources are in their original language.
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