WhatsApp Marketing

01

1. Connect WhatsApp Business

Open Channels and authorize the customer-owned WhatsApp Business account. Think Reply stores the connection against the current business workspace.

• Confirm the connected sender name and phone resource.
• If permission expires or is revoked, reconnect from Channels.
• Do not begin campaign setup until the sender shows as connected.

02

2. Sync approved templates

WhatsApp Marketing can sync templates associated with the connected WhatsApp Business account. Only approved templates should be used to initiate marketing conversations outside the service window.

• Review template name, category, language and status.
• Sync again after Meta approves a new or edited template.
• Use template variables consistently with campaign contact data.

03

3. Build an audience

Create contacts and contact lists before launching a campaign or multi-step sequence. A WhatsApp audience needs valid phone data and the appropriate customer opt-in.

• Segment by customer intent, lifecycle or campaign purpose.
• Enroll a contact list into a multi-step approved-template sequence when follow-up requires timed steps.
• Sequences can stop after a customer reply so automated outreach does not continue unnecessarily.
• Avoid uploading broad lists that have not consented to receive the outreach.
• Remove or suppress contacts who opt out.

04

4. Create the campaign

Open Campaigns, select the appropriate audience and prepare the approved template or supported channel message. Schedule only after the sender, audience and copy are verified.

• Use a clear campaign name.
• Keep variables mapped to available contact fields such as name, email or phone.
• Send a small internal test before a larger audience.

05

5. Use catalog and product messages

Connect a Meta Catalog ID, sync products and choose a product to send as a product card to a contact through the connected WhatsApp sender.

• Catalogs remain scoped to the current business.
• Sync again after product changes in the source catalog.
• Add a short supporting message when it helps the customer understand the product.

06

6. Track replies and delivery

Campaign delivery records are designed to capture sending and provider events such as delivered, read, replied or failed when the provider supplies those events. Customer replies return to Unified Inbox for team follow-up.

• Review failed deliveries before resending.
• Use reply activity as a stronger signal than send volume alone.
• Move qualified conversations into the sales workflow or assign them to an agent.

07

Recommended campaign uses

WhatsApp works best when the message has clear relevance to the customer and a direct next action.

• New collection or product launch.
• Back-in-stock alerts.
• Qualified lead follow-up.
• Order or payment reminders.
• Post-purchase support and repeat-purchase follow-up.

08

Safeguards

Think Reply provides the workflow, but the business remains responsible for consent, message content and provider policy compliance.

• Use opted-in audiences.
• Use approved templates where required.
• Respect opt-out requests promptly.
• Avoid repeated sends to unresponsive audiences.
• Review delivery, read and reply behavior before scaling a campaign.