From first message to sale: a WhatsApp sales process for small businesses

Many Sri Lankan businesses already sell on WhatsApp. What usually goes wrong isn’t the product, it’s the process: slow replies, lost chats and no follow-up. Here is a simple process you can set up in WhatsRay.

1. Capture the chat

Make it one tap to message you: short links and QR codes on posts and print, a WhatsApp button on your website, and Click-to-WhatsApp ads on Facebook and Instagram. Chats from ads are marked in the inbox so your team answers them first.

2. Answer straight away

A welcome message greets new customers. A flow with buttons, such as “Price list”, “Delivery” and “Talk to us”, answers the common questions. Outside business hours, the away message tells customers when you’ll reply.

3. Qualify and route

Use keywords and button choices to work out what the customer needs, then assign the chat to the right person. Label it, for example “Wholesale” or “Hot lead”, and use a Notify Team step to email or WhatsApp your sales team about important leads.

4. Close the sale

Send the price list, product photos, a link button to your payment or booking page, and your bank details from saved replies. Notes keep track of what the customer asked for.

5. Follow up the right way

If the customer goes quiet for 24 hours, WhatsApp only allows approved templates. Use a utility template for order updates and a marketing template for offers, and send campaigns only to customers who opted in.

Write the process down, set it up once, and every new team member follows the same steps.