WhatsApp Business features: latest updates

WhatsApp Business is a communication platform designed for small businesses to interact with their customers. As of June 2023, the monthly active users (MAU) of WhatsApp Business has reached over 200 million, a big increase over the span of three years with just 50 million MAU.

With the growth of the monthly users, Meta has witnessed the potential of the app to grow revenues and has decided to upgrade the WhatsApp Business features so that businesses can enjoy the free WhatsApp application with more functions and reach out to a wider audience. 

3 WhatsApp paid business messaging features

New WhatsApp paid chat features #1: WhatsApp marketing messages 

Image from WhatsApp

In the past, personalized WhatsApp messages were a feature that was only available on the WhatsApp Business API solution. Now, your business can automate personalized messages to their customers, also known as WhatsApp marketing messages using this new WhatsApp paid feature on the WhatsApp Business App. You would be charged per message that is delivered within five days of sending it. This new WhatsApp Business feature also allows you to check the performance of your message by looking at the number of customers who have read and replied to your messages. However, the results from recipients who have turned off their read receipts won’t be reflected. 

With marketing messages as one of the new WhatsApp paid features, businesses would be able to send out messages that are personal to each customer by tailoring them according to the customer details such as names and birthdays. You can also create these customer lists by labeling them based on the context in which the leads were collected or the importance of the clients. For example, you can create a list with just VIP customers or customers who have recently messaged you. 

Moreover, you can encourage customer engagement with this WhatsApp Business account feature. For instance, you can entice new customers by sending a message that is meant only for them and include a special discount code with a purchase button. You can even schedule the timing to send out these messages, targeting the moments your customers are active online.

This WhatsApp improvement would be a valuable addition for businesses looking to enhance their messaging strategy and drive growth in a more efficient and customer-centric way, all without spending too much.

Here’s how WhatsApp marketing messages work:

Create a message

You can choose to add a photo or video to your message as an option. 

1. Go to "Marketing messages" > "Try it now."

2. Tap the plus sign and choose an image: 

• Select an image from your device.

• Use an update from the previous status.

• Upload directly by using your camera.

1. Insert the chosen image into your message and click "Next step."

2. Add text to your message and customize it, e.g., using the receiver's name.

3. Tap "Next" when you're finished with your message.

4. Select your message's audience using smart lists or labels, and tap "Done" when finished.

5. Review and schedule the message for later or send it immediately.

To add a payment method

1. Enter your email address and receive a six-digit code.

2. Enter the code, select your country or region, currency, and time zone, and tap "Next."

3. Add a payment method and save it.

4. Provide required payment information, such as email or business address.

5. Review the estimated total and add the payment method.

You will have to tap "Send now" or "Send as scheduled" for the message creation to be completed. In case a message is undelivered, you don’t have to worry as your funds will be credited back to your account.

Limitations of WhatsApp marketing messages

• Sending limits: 250 messages within the first 24 hours, up to 1000 messages within the last 30 days, and a maximum of 500 messages at a time. 

• Ensure compliance: Similar to broadcasting messages, you will have to comply with WhatsApp Business Terms of Service and get customers’ opt-ins to avoid being reported as spam. 

• Pricing: This feature is still in the testing phase so the pricing details have yet to be disclosed. 

• Area of availability: Limited to certain regions and users. 

Discover the best methods to request opt-ins to avoid getting reported as spam or being banned by WhatsApp

New WhatsApp paid chat features #2: WhatsApp web page

Creating a WhatsApp web page helps strengthen your business’s online presence and credibility. By using the WhatsApp Business App, you will only have access to the basic features of the WhatsApp Business profile which contains just your business name and profile picture, and an address link with your phone number. 

However, on the WhatsApp Business Premium, you can access the WhatsApp paid features that will allow your business to:

• Create a WhatsApp web page that contains your business name, profile picture, business hours, address, website, catalog, and more.

• Customize an address link that is unique yet easily remembered by customers.

The WhatsApp web page is easy to manage and makes your business more discoverable. As your professional web page displays information from your business profile and catalog, whenever you amend or update the information, your web page will automatically be updated too. 

New WhatsApp paid chat features #3: WhatsApp login on 10 devices

Customers always expect fast responses from businesses. To achieve that, businesses will have to link their WhatsApp Business accounts to other devices so that their customer agents can handle the inquiries immediately. However, with the free WhatsApp Business App, you are only allowed to link up to 4 devices at a time. If your customer support team consists of more than 4 people, then you should consider subscribing to the WhatsApp Business Premium plan that has upgraded functions.

On WhatsApp Business Premium, you can experience these WhatsApp paid chat features:

• Link up to 10 devices: More agents can answer simultaneously which is helpful during campaign or promotion periods when customers come flooding your WhatsApp chat.

• Name your linked devices: You can name the device with the agent’s name and change it anytime you want.

• Assign chat to agents: As different customers come with different inquiries, you can assign those chats according to the expertise of your agents.

• See which device or agent sent a message: Aside from the device information such as the type of device, the location, and the last time it was in use, you can also see who replied to the customer using which device. 

However, do take note that these chat features may have yet to reach your region. Remember to always check their official web page to find out when it will be available for you.