WhatsApp Business
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WhatsApp is already the messaging tool of most of your customers. Moving to WhatsApp Business is not about changing tools: it is about making this channel presentable, organised and able to convert without losing enquiries. ## A sales channel, not just a service channel Many Moroccan companies close their sales in the conversation: you send a photo, a price, answer a question, confirm a delivery. Structuring this journey (catalogue, replies, response times, follow-up) turns scattered conversations into a sales process. ## The volume trap WhatsApp protects its users from spam. Bulk sends, repetitive messages or a high block rate limit or even stop sending. The rule is simple: write to people who have contacted you or opted in, with useful content. ## The team must share a single history Without a shared tool, each phone keeps a portion of the customers. A shared spreadsheet or a light CRM is enough to find conversations, quotes and follow-ups again, and to stop losing an order when the person in charge changes.When this guide is for you
- Your customers order or ask questions on WhatsApp from a personal account
- You lose enquiries because several people reply from the same phone
- You want to present your products with a catalogue without opening an online shop
- You receive many repetitive questions (prices, opening hours, delivery, availability)
- You want to follow up on abandoned carts and inactive customers on the channel they already use
Step by step
- Choosing between the app and the API — The WhatsApp Business app is enough for a small team and moderate volume. The WhatsApp Business API, through an official provider, becomes useful as soon as several agents reply, automation is needed, or WhatsApp must be connected to a website and a CRM.
- Setting up the profile and catalogue — Fill in the business profile (name, address, opening hours, website), then build the catalogue with clean photos, prices, descriptions and links. It is often the first mobile shopfront the customer sees.
- Preparing replies and labels — Write quick replies for frequent questions, absence and welcome messages, then organise contacts with labels: new, quote sent, awaiting payment, delivered.
- Connecting entry points — Put a clickable WhatsApp link on the website, product pages, Google Business Profile and social media. Each entry point deserves a precise welcome message about the expected enquiry.
- Tracking and follow-up — Record important conversations in a CRM or tracking sheet, follow up on unanswered quotes and inactive customers with a useful message rather than a generic promotion.
- Avoiding number blocks — Follow the rules: no bulk sending to contacts who have not opted in, useful and short messages, a clear option to unsubscribe. A blocked number costs weeks of recovery.
What it costs (in MAD)
| Service | Indicative price | Good to know |
|---|---|---|
| WhatsApp Business app | 0 MAD (≈ 0 €) | Free, installed on a smartphone |
| Catalogue and reply design | 2,000 – 6,000 MAD (≈ 180 – 550 €) | Photos, product sheets and copy |
| WhatsApp Business API integration | 5,000 – 25,000 MAD (≈ 450 – 2,300 €) | Official account, connection to website and CRM |
| Automated messages and chatbot | 4,000 – 15,000 MAD (≈ 370 – 1,400 €) | Replies, qualification and routing |
| Annual subscription to a sending tool | 1,500 – 12,000 MAD per year (≈ 140 – 1,100 €) | Depending on the number of conversations |
| Team training | 2,000 – 6,000 MAD (≈ 180 – 550 €) | Tone, response times and labels |
| Follow-up campaigns | 1,500 – 8,000 MAD per campaign (≈ 140 – 730 €) | Preparation and copywriting included |
Indicative ranges for the Moroccan market in 2026, excluding tax. Prices vary with scope and provider.
Mistakes to avoid
- Replying from a personal number, with no business profile or catalogue
- Leaving messages unanswered for hours: the customer orders elsewhere
- Sending mass promotional messages to contacts who never opted in
- Using several phones without shared tracking, which loses customer history
- Forgetting to follow up on quotes and abandoned carts
Frequently asked questions
Should I move to the WhatsApp Business API?
Not at first. The app is enough while one or two people handle conversations. The API becomes useful when several agents must reply, when automation is needed, or when WhatsApp must be connected to the website and CRM.
Can I keep my current number?
Yes. A personal number can be migrated to WhatsApp Business, and a dedicated business number is often better so it can be shared with the team.
Is it free?
The app is free. The API goes through an official provider and is billed according to the number of conversations; messages started by the customer are usually the cheapest.
How do I avoid getting the number blocked?
Send only to contacts who have agreed to receive messages, keep messages useful and short, offer a simple way out and avoid cold bulk sending.
Can WhatsApp replace an online shop?
For a small volume, yes: the catalogue and the conversation are often enough. Beyond that, a shop is better for ordering and payment, with WhatsApp for questions and service.
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