Order and booking updates
Confirmations, dispatch notes and slot confirmations, welcomed because the person asked for the thing itself.
We set WhatsApp up as a permission channel: lists people chose to join, templates approved ahead of time, and sending windows that respect whoever is reading. Quality gets protected before volume.
WhatsApp is somebody's personal inbox, sitting between their family group and their bank alerts. That is precisely why it works and precisely why it punishes carelessness. A message people asked for is read within minutes. A message they never asked for gets reported, and enough reports change how your number is treated by everyone.
So the permission comes first. That means an obvious way to join, a record of who joined and when, a visible way to leave, and a business profile showing a real company behind the number. Anything you send repeatedly is written up and submitted for approval while the campaign is still being planned, not on the evening it runs.
After that, the discipline is restraint. Fewer sends, better split by who cares, at hours nobody resents. Reporting covers delivery, reads, replies and exits, and the exit figure is the number we read before any of the others.
Every WhatsApp engagement covers these six parts, whether your list is small or already large.
Ways for people to join deliberately: a website box, a keyword reply, a counter QR code, a checkout tick.
Name, category, address, hours, website and catalogue completed so the number clearly belongs to a company.
Everything you send repeatedly, drafted and submitted for approval long before a campaign date arrives.
Sends split by what somebody bought, asked about or attended, rather than one message fired at everybody.
Greeting, away and menu replies, so a message arriving at midnight still gets an answer in seconds.
Delivered, read, replied and opted out, per campaign, with the opt-out figure printed first of all.
Confirmations, dispatch notes and slot confirmations, welcomed because the person asked for the thing itself.
Invitations, agenda changes and entry instructions for people already registered for something.
Seasonal and clearance messages sent only to the segment likely to care about that category.
A browsable list inside the app, so a chat can end in an order without anyone leaving the app.
Due dates for servicing, renewals and follow-up visits, timed early enough to still be useful.
One short question after a delivery or a visit, kept to a single message so it never feels like an interrogation.
A number staffed during known hours, with automated replies covering every hour outside them.
Careful, infrequent contact with people who joined a long time ago and have gone quiet since.
WhatsApp rewards permission and punishes volume, in that order. Every rule below comes from a single fact: the person reading has a block button, and pressing it is easier than replying to you.
A WhatsApp list is worth exactly what its consent is worth. Collect numbers where somebody is genuinely choosing: a tick box on an enquiry form that is not pre-ticked, a keyword they message you first, a code on a counter card, a checkout option explaining what they will receive. Record when and where each consent happened, because if anybody ever asks, that record is your entire answer. Our website team can wire the opt-in in properly, so consent is stored against the enquiry instead of noted in a register nobody can find.
Buying numbers is the opposite of all this. Those people do not know you, a share of them will report the message, and the harm attaches to your number rather than to whoever sold the list.
Not every message is the same kind of message. Broadly, a reply inside a live conversation behaves differently from anything you begin yourself, and anything you begin is expected to follow a format that was approved beforehand. Rules differ between providers and change over time, so read the grid below as the shape of the thinking rather than a rulebook.
| What you want to send | Did the person ask for it? | Normally needs an approved template? | When it may reasonably go |
|---|---|---|---|
| Reply in an open conversation | Yes, they wrote first | No | While that conversation is still live |
| Order or booking update | Yes, implied by the purchase | Yes | As the status genuinely changes |
| Renewal or service reminder | Yes, if taken at booking | Yes | Early enough to still be useful |
| Offer to an opted-in list | Yes, given at sign-up | Yes | Waking hours, and seldom |
| Offer to a purchased list | No | Not the real problem here | Never |
| Contacting a long-quiet number | Once, a long time ago | Yes | Only with an exit inside the same message |
Anything you send repeatedly generally has to be submitted and cleared before it can go out. Clearance is neither instant nor guaranteed, so templates belong in the planning stage rather than the night before. Keep each one short, put the point in the opening line, and drop the shouting punctuation that makes an honest message look like spam. Write versions in the languages your customers really use, since a proper Marathi message usually lands better than an English one that reads like a translation. Where a name or number is inserted, test the fallback wording so a missing detail never leaves a gap on screen.
Quality here is judged by the people receiving your messages. Blocks and reports pile up against the sending number, and once enough have arrived, delivery is slowed and then limited. The cruel part is that the harm does not stay with the bad campaign. It stays with the number, which is also the number carrying your order updates and support chats. That is why we send less than clients expect at the start, split the list before every broadcast, and read the exit figures after each one. Repairing a restricted number is slow. Avoiding the damage is simple.
Delivery and read counts flatter you here and reveal very little, because nearly everything gets opened. The figures worth watching are replies, clicks, opt-outs and blocks. A jump in exits after a send is feedback about that send. A quiet fall in replies from a list that used to answer says the same thing more slowly. Public posting, monthly calendars and paid campaigns are a separate discipline, handled through our social media work, where people choose to come and look. Here they have let you into a private inbox, which is a smaller permission and a stricter one. A garage in Wakad sending one genuinely useful reminder each month will out-earn a weekly blast without fail. Set the frequency from what the list tolerates, then revisit that judgement every quarter.
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WhatsApp marketing cost is driven by list size, how often you send and which sending platform you use, because providers price messaging separately from our work. Setup, template drafting, automation, segmentation and the number of languages you need all add effort. We quote our part itemised and keep the sending charges on their own line, so you always see which is which.
Yes, permission is the entire basis of this channel. People should join deliberately through a form, a keyword, a code or a checkout option that says what they will receive, and the date and source of each consent should be stored. A purchased list is not permission. It produces blocks and reports, and those attach to your number rather than the seller's.
A template is a pre-written message used for anything you begin rather than reply to. Providers review these before they can be used, which is why they are drafted during planning instead of on the day. Clearance takes time and is not automatic, so allow for a resubmission. Keep the wording short, useful and free of the punctuation that reads as spam.
Less often than instinct suggests, and only to a segment that cares. One relevant message every few weeks usually out-performs a weekly send to the whole list, because the second habit teaches people to mute or leave. Split the list by what somebody bought, asked about or attended, then let the segment decide the frequency rather than a slot in your calendar.
Reports and blocks count against your number and change how your messages are delivered. Enough of them and sending gets limited, which also damages the order updates and support chats travelling through the same number. Recovery is slow and largely out of your hands. That is why we segment before every broadcast, keep an exit inside the message, and watch the figures afterwards.
Yes, and this is usually where it earns the most. A greeting reply, an away message and a small menu mean somebody writing at midnight still gets a response, and a catalogue inside the chat lets a conversation finish as an order. We set up the profile, the automatic replies and a simple routine for who answers during staffed hours.
Messages you begin are treated differently from messages you send in reply. A reply inside a live conversation is straightforward; anything you start yourself is generally expected to use a cleared template and to reach somebody who opted in. Rules differ between providers and shift over time, so we confirm the current position before a campaign rather than trusting last year's understanding.
Pune · PCMC
Pune · PCMC
Outdoor · Exhibitions · PrintPlanning events in Pune since 2013 — 500+ events for 100+ brands across 30+ cities. Read what clients say on Trustpilot, or find our Anand Nagar office on Google Maps.
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