For many customers, sending a WhatsApp message is the most natural way to ask a business a question. WhatsApp Business is the version of the app built for that: it gives your store a business profile, a product catalogue and tools to answer quickly without mixing work and personal chats.
Personal WhatsApp vs WhatsApp Business vs the API
| Personal WhatsApp | WhatsApp Business app | WhatsApp Business Platform (API) | |
|---|---|---|---|
| For | Private use | Small and medium businesses | Larger teams, automation |
| Business profile | No | Yes | Yes |
| Catalogue | No | Yes | Yes |
| Quick replies, labels, away messages | No | Yes | Through your software |
| Multiple agents | No | A few linked devices | Many agents, shared inbox |
| Cost | Free | Free | Charged per conversation or message |
Setting up WhatsApp Business
- Download WhatsApp Business from the App Store or Google Play.
- Register with the number you want customers to use, and verify it.
- Enter your business name exactly as customers know it.
- Complete the profile: logo, category, description, address if relevant, hours, email and website.
- Set up greeting and away messages.
- Create quick replies for common questions such as delivery times, returns and sizing.
- Create labels such as "new enquiry", "awaiting payment", "shipped".
- Add products to the catalogue, or connect your catalogue through Meta's commerce tools.
Connecting it to your Shopify store
- Add a WhatsApp chat button so visitors can message you from product pages. Our free TXE WhatsApp button app does this without code and includes the product in the first message.
- Link to the store from your profile and catalogue.
- When a customer is ready to buy, send a product link or a draft order invoice so payment happens in Shopify's checkout. See taking orders on WhatsApp.
Good practice
- Reply quickly, and show your hours.
- Never ask for card details in a chat.
- Only send promotional messages to people who agreed to receive them.
- Keep the catalogue up to date, or link to the store for current prices and stock.
When to move to the API
Consider the Business Platform when several people need to handle chats at once, you want automated order and shipping notifications on WhatsApp, or you want chats inside a helpdesk with order data. See our live chat guide or our integration service.
Frequently asked questions
Is WhatsApp Business free?
The WhatsApp Business app is free to download and use. The WhatsApp Business Platform (API), used by larger teams and automated messaging, charges per conversation or message through Meta or a provider.
Can I use the same number as my personal WhatsApp?
You can move a number from personal WhatsApp to WhatsApp Business, but one number can only be active on one of them. Many businesses use a separate number for the store.
What is the verified badge?
Meta offers verification options for businesses, which can show a badge on the profile. Eligibility and requirements vary, so check WhatsApp's current business verification options.
Author
Uğur KeskinFounder @ShopiuzmanFounder of Shopiuzman. He builds, migrates and grows Shopify stores for brands in Türkiye, Europe and the US, and leads the development of our apps on the Shopify App Store.
