Whatsapp Business features every brand should use in 2025

1. Quick replies

Quick replies are saved, reusable messages that contain answers to your most asked questions. For example, for an eCommerce business, quick replies can be:

• Order status: “Thank you for reaching out! Please share your order number so we can assist you with tracking.”
• Product inquiry: “Hello! We’re glad to help. Could we know the specifics of the product you are interested in?”
• Refunds/returns: “We’re sorry to hear you are not satisfied with the product. Please share your order number and the reason for your cancellation. We will share the process details with you shortly.”

How-to: Business tools -> Quick replies -> “+” and enter your message -> set a shortcut -> save.

2. Catalogs

This business-friendly feature helps you showcase your products to your customers right inside WhatsApp. When they click on your business profile, they will see a “Catalog” option or a list of products displayed in the business profile.

From here, they can directly purchase items using the “+” button. You can share payment links on the chat or integrate a payment option into WhatsApp for seamless transactions.

How-to: Three-dots-menu -> Settings -> Business Tools -> Catalog -> “Add new item” -> “+” to add items -> Gallery to add photos -> add Name, details, price, etc. to items -> Save.

3. Payments

This is one of the most crucial features that WhatsApp Business offers. WhatsApp Pay is a feature that lets you accept payments for products and services on the chat platform itself. These payments are processed by Ceilo and are powered by Facebook Pay. Currently, this feature is only available to users in India, Singapore and Brazil.

How-to: Three-dots-menu -> Payments -> Select “Add payment method” -> Choose your bank -> Verify your phone number -> Link your bank account.

Pro Tip: If WhatsApp Pay isn't available in your country, you can still accept payments by sharing secure payment links within chats. Redirect customers to your website’s checkout page or a trusted payment gateway, ensuring a smooth purchasing experience while keeping the conversation within WhatsApp.

4. Contact labels

Contact labels help businesses categorize customers based on key factors like customer status, queries, issues, and payment status. This structured approach isn't just about organization—it directly impacts business performance.

By streamlining workflows and ensuring the right agents handle the right conversations, businesses can accelerate response times, improve resolution efficiency, and enhance customer satisfaction.

Here are a few examples:

• VIP: Use this label for your high-end, frequent customers.
• Suppliers: Use this label to separate your contacts from customers.
• Follow-up: Use this label to segregate customers who require nurturing for a sale.
• New customer: Use this label to separate your newly acquired customers from others.

How to: Three-dot-menu -> “+” add new label -> choose color and emoji for the label. To apply it to chats, select chat -> tap “Label” -> select label -> save.

5. Away messages

The Away message feature allows you to send availability updates to your customers during the off-hours/days or when your executives or business is unavailable for a conversation. These messages are a courteous communication that keep your customers in the loop about your operational hours and availability.

For example, if your business is set to be shut for 2 days due to a relocation task, when a customer messages you on WhatsApp, your Away message can be: “Hello, [Name]! Thank you for your message. Please note that our business is relocating to a new office, and will remain unavailable until [Day, date, time]. We appreciate your communication and will get back to you on [Day, date].”

How-to: Three-dots-menu -> Business Tools -> tap “Away Message” -> Toggle “Send away message” -> Customize the text -> tap “Schedule” -> choose recipients -> save.

Also Read: How to Schedule WhatsApp Messages? - A Step by Step Guide

6. Interactive messages

Interactive messages allow your customers to interact with your chats to reply. For example, you can share an event promo message on WhatsApp with a button to register for it – this is an interactive message.

How-to: To set up interactive messages, you need a WhatsApp Business API, a WhatsApp Business account, and a messaging platform like Gallabox.

7. Message statistics

WhatsApp Business account offers you some basic messaging statistics that help you understand how many users are interacting with you on chat. You can track metrics like number of messages sent and number of messages read.

These metrics help you understand message delivery effectiveness, customer engagement tracking, and monitoring campaign success. This way, you can refine your messaging strategy, improve response rates, and optimize future campaigns for better customer engagement and business growth.

How-to: Three-dots-menu -> Settings -> expand Business Settings -> Statistics.

8. Business profile

WhatsApp requires you to create a business profile to help your customers understand your brand, offerings, operational hours, and contact information. This section can either be basic as offered by the WhatsApp Business app, or as comprehensive as you need through an API.

How-to: Three-dots-menu -> Business settings -> Profile -> Enter all the details in the fields presented.

Step 1: Download and launch the WhatsApp Business app

The app is available on the Google Play Store and App Store for free. It takes a few easy clicks to download it to your phone or laptop. Once the app is downloaded, click on the app’s icon to launch it. Agree to the terms of service once you are done reading them, and continue.

Step 2: Register

Begin the registration process by clicking on the suitable country code and entering your phone number. Check the number you have entered and click “Ok.” You will be prompted to confirm a CAPTCHA – complete the process and tap “next.”

WhatsApp will now verify your phone number to authenticate your business and prevent fraud. Once you receive the code/call for verification, enter the details and tap “Done.”

Step 3: Allow access

Give WhatsApp Business access to your phone’s address book to quickly add contacts. You can also permit the app to access photos, videos, and other documents on your device.

Step 4: Restore

If you have used WhatsApp Business previously and need to import your data from that account, you can do that from a Google Drive Backup. You can also move your WhatsApp Messenger information to your WhatsApp Business account easily.

Step 5: Business profile

Fill in your business name, category, and description, and upload a logo or a picture of your office for your profile picture. This completes your business account setup on WhatsApp. You can now start sending messages to your customers.

What kind of businesses can use WhatsApp Business?

WhatsApp is suitable for all kinds of businesses, including startups, small businesses, growing businesses, and large enterprises. 

It allows small businesses to engage with customers one-on-one and offers broadcast capabilities for larger businesses. Additionally, conversations can be personalized at scale.

Can I use WhatsApp Business for customer support?

Using WhatsApp Business APIs, you can integrate AI-powered chatbots for customer service. This helps you set up self-driven, natural conversations with customers at scale, control message volumes, and manage them effectively.

Is WhatsApp Business free?

Yes, you can download and use the WhatsApp Business app for free. However, using the WhatsApp Business platform or API to access advanced services can incur extra fees.