In this article · 9 sections
- Set up WhatsApp Business properly
- Response time targets
- Quick reply templates you can adapt
- Greeting
- Asking for details
- Quote
- Confirmation
- Follow-up
- Complaint acknowledgement
- Etiquette that builds trust
- Handling complaints
- Team handling
- Measure your WhatsApp performance
- Frequently Asked Questions
- Should I use the same number for personal and business WhatsApp?
- Can I automate WhatsApp replies?
- How do I avoid getting my number banned?
- Should prices be shared on WhatsApp?
- Improve your customer communication
In India, a large share of enquiries now arrive on WhatsApp — from website buttons, Google Maps, ads and customers who saved your number. WhatsApp has effectively become the front desk of many businesses. Customers expect fast, clear and polite replies. A business that replies in five minutes with useful information often wins the sale over a competitor who replies after five hours.
Set up WhatsApp Business properly
- Business profile: name, category, description, address, hours, website and email.
- Greeting message: sent automatically to new chats.
- Away message: outside working hours, with when you'll reply.
- Quick replies: saved answers you insert with a shortcut (type "/").
- Labels: New enquiry, Quoted, Confirmed, Payment pending, Complaint, VIP.
- Catalogue: products or services with photos and prices.
Larger teams may need the WhatsApp Business Platform (API) for multiple agents and automation. See App vs API.
Response time targets
| Situation | Target |
|---|---|
| New enquiry during working hours | Within 5–15 minutes |
| Urgent services (taxi, repairs, medical appointments) | As fast as possible — minutes |
| Complaints | Acknowledge immediately; resolve or update within the day |
| Outside hours | Away message with expected reply time |
Even if you need time to prepare a quote, send a quick acknowledgement: "Thanks! Checking availability — will reply in 10 minutes."
Quick reply templates you can adapt
Greeting
"Namaste! Thank you for contacting [Business]. How can we help you today? For a quick quote, please share [key details]."
Asking for details
"To give you the exact price, please share: 1) pickup city 2) drop city 3) date and time 4) number of passengers."
Quote
"Here's your quote for [service]: ₹[amount]. Includes: [inclusions]. Not included: [exclusions]. Reply YES to confirm and we'll send booking details."
Confirmation
"Your booking is confirmed for [date, time]. [Key details]. For any change, message here or call [number]. Thank you!"
Follow-up
"Hi [Name], just checking if you had any questions about the quote we sent. Happy to help."
Complaint acknowledgement
"We're sorry about this, [Name]. Thank you for telling us. I'm checking with our team now and will update you by [time]."
Etiquette that builds trust
- Use the customer's name and correct language — Hindi, Punjabi or English as they write.
- Keep messages clear and structured; use numbered points for details.
- Avoid long voice notes for quotes — written details are easier to refer to.
- Don't send repeated "Hello?" messages if the customer goes quiet; one polite follow-up is enough.
- Never forward a customer's details or chats to others without consent.
- Don't add customers to broadcast lists or groups without their permission.
- Stay professional even if the customer is rude.
Handling complaints
- Acknowledge quickly and apologise for the experience.
- Ask for details and photos if relevant.
- Give a clear time for an update.
- Resolve, then confirm the customer is satisfied.
- Learn: record the cause to prevent repeats.
A well-handled complaint often turns into a loyal customer — and prevents a negative Google review. See replying to negative reviews.
Team handling
- Decide who answers WhatsApp during which hours.
- Use labels so nothing falls through the cracks.
- Log every enquiry in your lead sheet or CRM. See simple CRMs.
- Review unanswered chats every evening.
Measure your WhatsApp performance
Once a month, check how many new chats you received, average first-response time, how many became customers, and common questions you could answer with a quick reply or website FAQ. Small improvements in response speed often bring noticeably more bookings.
Frequently Asked Questions
Should I use the same number for personal and business WhatsApp?
Separate numbers are better for professionalism, privacy and team access.
Can I automate WhatsApp replies?
Greeting and away messages are built in. Advanced automation and chatbots need the WhatsApp Business Platform.
How do I avoid getting my number banned?
Don't spam, don't message people who haven't contacted you or agreed, and respect blocks and opt-outs.
Should prices be shared on WhatsApp?
Yes, clearly in text, with inclusions and exclusions to avoid disputes.
Improve your customer communication
Joboo Web sets up WhatsApp Business, website integration and lead tracking. See digital marketing or contact us.