The short answer: when you go from ten conversations to a hundred, the chat list stops being enough. The WhatsApp Business app has two tools for this: labels, to mark each conversation (new, awaiting payment, paid, delivered), and broadcast lists, to send the same message to several people, one by one, without creating a group.
Labels
| What for |
Example labels |
| Knowing where each customer stands |
New, Awaiting payment, Paid, Delivered. |
| Separating types of request |
Quote, Order, Complaint, Supplier. |
| Remembering to reply |
Reply today, Waiting for customer. |
Labels are coloured and you can see, in a list, all conversations with a label. Only you see them: the customer does not know they are marked.
Broadcast lists
| 1 |
Create the list from the app’s settings and choose the contacts. Give it a name only you will see.
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| 2 |
Write the message once. Each person receives it as an individual message, without seeing the others.
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| 3 |
Only those who have you saved in their contacts receive it. Someone who has not saved your number does not receive the broadcast, and that is on purpose.
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| 4 |
There is a limit on people per list. See the current limit in the app, which may change.
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Good practice
| Do |
Avoid |
| Send only to people who asked to receive, and give a way out. |
Sending to your whole address book. Someone who did not ask can report you, and the account can be blocked. |
| Useful, rare messages (a new collection, a delivery date). |
Daily messages. |
| Write as to a person, with the name if you have it. |
Long advertising texts. |
| Use labels to choose who to send to. |
Mixing customers, suppliers and friends in the same list. |
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Consent matters more than the tool. Sending messages to people who did not ask can break WhatsApp’s rules and, in many countries, the law. See Consent for WhatsApp messages. And to send to thousands of people, the ordinary app is not the instrument: WhatsApp, e-mail or SMS.
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Want help organising your contacts and orders? Open a ticket saying how many customers you have.
Open a support ticket
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