Intermediate level · Module 4: WhatsApp Business and Email Marketing · Lesson 1 of 3
WhatsApp Business for Sales and Service
Use WhatsApp Business features to sell and serve customers efficiently.
In this lesson you will
- Create a catalogue, labels and quick replies
- Plan broadcasts that customers welcome
Key concepts
cataloguelabelsquick repliesbroadcast list (opt-in)
The lesson
WhatsApp Business adds a business profile, catalogue, quick replies, labels and greeting messages to WhatsApp. For many South Sudanese businesses it is the main sales channel.
A catalogue shows products with photos, prices and descriptions, so customers can browse without asking for a price list. Quick replies answer common questions — delivery areas, payment methods — consistently and fast.
Broadcast lists send messages only to contacts who have saved your number, which is a built-in form of consent. Send useful messages, not daily adverts, or people will block the number.
Step by step
- Complete the business profile.
- Add five products to the catalogue.
- Create three quick replies and labels for order status.
- Plan a two-week broadcast schedule.
A Juba bakery moves orders to WhatsApp Business
A composite, illustrative case showing how a catalogue, quick replies and consent-based broadcasts work together.
Context
A small bakery in Juba (a composite example based on common situations) took orders by phone call and personal WhatsApp. The owner answered every message alone, often late at night.
Challenge
Customers repeatedly asked for prices and delivery areas, orders were forgotten, and the owner's personal and business messages were mixed up.
What they did
- Moved to a WhatsApp Business account on a dedicated number, with a profile showing hours, location and delivery areas.
- Built a catalogue of eight products with photos and prices.
- Created quick replies for prices, delivery and mobile-money payment, and labels for New order, Paid and Delivered.
- Invited existing customers to save the number and opt in to a weekly 'fresh today' broadcast — no messages to people who had not agreed.
Results
- Repeated price questions fell because customers browsed the catalogue first.
- Labels made it easy to see unpaid and undelivered orders each morning.
- The weekly broadcast became the main source of repeat orders, while opt-outs stayed low because messages were useful and infrequent.
Lessons for your own work
- Set up the channel before promoting it: the profile and catalogue must be complete first.
- Consent protects the business — unwanted broadcasts lead to blocks and reports.
- Track orders with labels or a simple sheet, so growth does not create chaos.
Practice activity
Set up a WhatsApp Business catalogue with five products and three quick replies, and write a two-week broadcast plan.
Expected result: A working catalogue and a respectful broadcast plan.
Check your understanding
-
Who receives a WhatsApp broadcast message?
Show answer
Only contacts on the list who have saved the business's number.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.