How to Use WhatsApp Business for Sales and Customer Support
How to use WhatsApp Business for sales and customer support with one assistant, your catalog, and replies from a single inbox.
WhatsApp Business customer support fails when the only system is a phone in one person’s pocket. Buyers ask if an item is in stock, where an order is, and whether you can deliver tomorrow. Those are sales and support in the same thread. Here is how to answer them without living inside the WhatsApp app.
1. Connect WhatsApp Business to your assistant
Link the WhatsApp Business account customers already use. Zorachat puts that channel on the same assistant as your website, so product facts and policies are shared. You still reply as your business. Customers stay in WhatsApp.
2. Teach it the answers you would give at the counter
Write down hours, delivery, returns, and what you refuse to guess. Add the products you are willing to recommend, with real prices and variants. If a policy is not written down, leave that question for a person. A confident wrong delivery date costs more than a handoff.
3. Sell inside the chat, then check out on your site
When someone asks for a color or a size, the assistant can describe the option and send a catalog card. The customer pays on your website, through your usual processor. WhatsApp is the storefront. Your site is the checkout. See Meta catalog sync and the guide to selling on WhatsApp, Instagram, and Facebook.
4. Take over the threads that need you
A damaged delivery, a discount, or a made-to-order request should reach you with the history intact. Join from Live Agent on the web or your phone. You should not have to ask for the order number again. Handoff is the same motion you will use on Instagram and Facebook later.
5. Read WhatsApp in the unified inbox
New WhatsApp threads show up next to Instagram, Facebook, and the website in the unified inbox. That is what stops the “only one person has the phone” problem.
Frequently asked questions
Can WhatsApp Business handle both sales and support?
Yes, when both are the same conversation. Stock, delivery, and “do you have this in navy?” can be answered from one catalog and one policy set. A person joins when the answer needs judgment.
Where does the customer pay?
On your website. Zorachat and Meta do not hold the sale. The chat recommends the product and sends the buyer to your checkout.
Add WhatsApp after the answers are true
Connect the channel once the assistant can handle the ten questions you hear every week. Then leave it on after you close, using after-hours WhatsApp support. Start with the assistant if the knowledge is not in place yet.
