WhatsApp Business terms
Must-know terms to run and grow your sales on WhatsApp
A
The WhatsApp Auto Reply feature allows you to set up pre-made, automated replies and messages that are sent automatically to customers after they contact your business. Auto-reply messages are used to keep leads engaged throughout the sales funnel. Use them to reply immediately to inbound messages when all your agents are busy or unavailable.
WhatsApp automation is the process of using WhatsApp to automatically handle repetitive tasks and interactions with customers. Automation features are used to keep customers engaged, send notifications and updates, qualify leads automatically and send follow-ups. You can use WhatsApp to automate day-to-day tasks and help your team focus on closing deals.
B
WhatsApp Broadcast is a WhatsApp feature that lets you create a list of customers and send them the same message at once. It’s used to keep customer interactions personal, as the message reaches each customer privately. Use a broadcast list to send product updates, discount offers, reminders, or general announcements.
WhatsApp Bulk messaging is the action of sending the same message to a large number of customers (>1,000) at once. It’s used to reach a wide audience without writing individual messages. Send Bulk Messages on WhatsApp to promote new features, ask for feedback or announce offers. But make sure you stick to WhatsApp policies to avoid getting your number banned.
WhatsApp Business solution providers are companies authorized by Meta to help businesses use the WhatsApp Business API. They offer integrations that improve workflow and boost customer engagement. Use a business solution provider to set up chatbots and automation features that reduce your team’s workload.
C
WhatsApp CRM is referred to the integration between WhatsApp and your CRM platform that gathers customer conversations and data in one place. It stops teams from manually shifting between platforms, saves time, and reduces human error. Integrate WhatsApp with your CRM to manage, track, and personalize your customer interactions.
A WhatsApp chatbot is automated software powered by AI that uses text-based human conversation to provide an interactive experience for users on WhatsApp. It helps improve a team’s response time and keeps customers engaged. Sales teams rely on chatbots to automatically collect information from their leads throughout the sales cycle, while support teams can use it to automate day-to-day tasks and FAQs. To set up a bot on WhatsApp, you need to be on the WhatsApp Business Platform. You can code your own chatbot or use a chatbot builder.
Customer support automation on WhatsApp is becoming crucial. Businesses use WhatsApp automation features to automate routine customer service tasks like answering FAQs, collecting feedback, and assigning issues. This helps a business handle more inquiries and reduces support teams’ workload.
Businesses are now using WhatsApp for customer service more than ever. Supporting customers on WhatsApp improves response times and boosts engagement because teams automate routine customer service tasks and are able to reply to customers in real-time.
Click-to-WhatsApp ads are clickable ads that allow customers to initiate conversations with businesses on WhatsApp. They’re used to generate leads and boost engagement. Use click-to-WhatsApp ads to give your customers an easy way to contact you.
Click-to-chat links are links that take customers to a new WhatsApp conversation with a business. They provide an easy way for customers to contact you for support or as leads. Use click-to-chat links in your newsletters to allow recipients to ask you questions directly after receiving them.
WhatsApp cloud API is a cloud-based version of WhatsApp Business API that helps you integrate WhatsApp into your workflows. It’s critical for handling customer interactions without large infrastructure expenses. Use WhatsApp cloud API to send and receive messages, use templates and chatbots, and manage large volumes of conversations.
WhatsApp campaigns are targeted and strategic marketing messages businesses send to customers on WhatsApp. They can help boost conversions and increase sales because of WhatsApp’s high open rate. Send campaigns on WhatsApp to promote new features and special offers.
D
WhatsApp display name is the name that shows on your business profile. It helps customers identify your business at a glance. Use WhatsApp display name to build a brand identity and unify your business image across platforms.
E
F
WhatsApp flows is a feature that allows businesses to design interactive and automated conversation pathways for customers. It helps with customer interactions and reduces team workload. Use WhatsApp flows to guide your customers through onboarding or support questions.
G
Green tick verification (now blue) is a badge that shows your business is verified by WhatsApp. It’s important for boosting credibility and trust, and in turn, increasing engagement. Verify your WhatsApp account to contact customers without them worrying about your identity.
H
The HubSpot WhatsApp integration connects a company’s WhatsApp Business API account with HubSpot’s CRM. It allows businesses to manage their WhatsApp conversations directly from HubSpot. It helps teams keep customer data and conversations in one place. Integrate WhatsApp with your HubSpot account to record customer activity and gain context to all of their interactions.
A Hubspot-certified app is an application that has been approved by HubSpot to integrate with it and show on its marketplace. These applications help you connect your business tools and CRM, improving workflows and productivity.
I
Interactive WhatsApp messages are messages that include interactive elements like quick reply buttons or call-to-action buttons. They are used to engage users and are critical for guiding prospects through sales funnels or qualifying leads. Use interactive messages to let customers select a product type and automatically route them to a sales agent.
L
Linked devices are the multiple devices connected to your WhatsApp Business account. Connecting multiple devices improves teams’ response times, as they can manage conversations from anywhere. Link multiple devices to your WhatsApp account so that your team can handle customer interactions on computers during work hours and on phones during remote hours.
Link generator is a feature that creates unique click-to-chat links for WhatsApp. It makes it easier for prospects to initiate conversations with a business and boosts lead generation. Use a link generator to create unique links for different marketing campaigns and track which link generated the highest number of responses.
M
Message templates are customizable messages that you create to initiate conversations with your customers. It helps automate and standardize communication, saving time and increasing productivity. Use message templates to follow up with leads, collect feedback from customers, or remind customers of upcoming payments.
Messaging limits are restrictions on the number of messages your business can send to customers on WhatsApp. They ensure respectful communication with customers by preventing spamming. Always pay attention to your messaging limits to avoid getting banned on WhatsApp.
Meta business partners are companies certified by Meta to help businesses grow through marketing on platforms like WhatsApp. The certification gives you exclusive access to updates, insights, and advanced tools. Getting certified by Meta improves your credibility and puts you a step ahead of your competitors.
N
Newsletters are monthly messages sent to customers on WhatsApp to share business updates and news. They have higher delivery and open rates than emails and don’t go into spam folders, like email newsletters. Use newsletters to give customers your latest product updates and share special promotions.
O
Opt-in is a permission customers give to receive WhatsApp messages from your business. It’s important for building customer trust and protecting your business account from reports. Use opt-ins during sign-up to ask prospects whether they want to receive product updates and offers.
P
Product catalog is a WhatsApp feature that lets customers browse your products and add items to their carts directly through the app. It makes the shopping experience easier, which can boost your sales. Use product catalogs to categorize your products into groups and offer them to prospects and leads.
Pipedrive WhatsApp integration is the connection of Pipedrive’s CRM tool and WhatsApp. It allows your business to manage WhatsApp conversations and review customer data directly through Pipedrive. Integrate WhatsApp with Pipedrive to track leads through the sales funnel and reduce the chance of dropping them.
WhatsApp API pricing is the cost you pay to gain access to WhatsApp API features. It’s a per-message cost that depends on the type of WhatsApp message you send. It makes it easier for you to measure ROI from WhatsApp against other messaging channels. Use WhatsApp API pricing to plan your budget and scale accordingly.
Q
R
S
Businesses using WhatsApp for sales are relying on WhatsApp to communicate with customers and close deals with prospects, leads, and customers. It increases engagement and lead conversion rates and makes it easier to communicate directly with customers. Use WhatsApp as a sales channel to send customers personalized messages, product demos, and new feature announcements.
Setting up a sales funnel on WhatsApp helps easily guide users through the different stages of their buyer journey. Using WhatsApp for your sales funnels makes it easier to increase sales because of the platform’s high open rate.
The platform’s features enable businesses to share product details in the awareness stage, answer questions in the consideration stage, and send subscription or demo booking links in the decision stage.
T
A WhatsApp shared inbox is a tool or platform that allows multiple team members to use the same WhatsApp account to communicate with customers. Using these platforms results in better team collaboration and smoother customer handover between teams. Use a team inbox platform to assign customers to different team members at different stages of the sales funnel.
U
Unbanning a WhatsApp account is the process of regaining access to a WhatsApp account that was previously banned because of a violation. It keeps customer communications respectful. You can unban your WhatsApp account by filing a request to WhatsApp.
V
A virtual WhatsApp number is a number that isn’t tied to a SIM card or physical phone line. Instead, it uses the internet. It’s useful for separating business and professional conversations. Use a virtual WhatsApp number to handle customer support so that team members don’t use their personal numbers to contact customers.
W
WhatsApp Business app is a free application, separate from WhatsApp Messenger, that offers communication tools for small businesses. It helps you communicate with leads and reach a larger volume of prospects. Using the WhatsApp Business app, you can automate greeting and away messages and link multiple devices to your account.
WhatsApp Business API is an interface that lets you connect your WhatsApp Business account to any other software that your business uses (e.g. CRM). It’s crucial for scaling your customer communications. Using the API, you can set up a shared team inbox and allow your sales and support teams to collaborate on handling customers.
WhatsApp web allows you to use WhatsApp from a web browser. It’s more convenient for managing multiple clients at once and sharing files. Businesses with large conversation volumes usually use the web version for the convenience of using large screens and keyboards.
WhatsApp Business account is an account you create for your business to communicate with customers. It’s crucial to build a professional business image and improve credibility. You can use your WhatsApp Business account to send product updates and subscription reminders or answer customer questions.