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Guides / Using WhatsApp for business
Using WhatsApp for business: a guide for UK firms.
Clients love WhatsApp because it's quick. Here's how to use it professionally without relying on one person's phone.
5 min read · Kesslan guides
Why clients prefer it
WhatsApp is where many clients already are. It's quick to send a photo, a document or a quick question, and replies feel personal. For some firms it now brings in as many enquiries as email.
The problem with one phone
When WhatsApp lives on one person's phone, nobody else can reply when they're busy or away, there's no record against the client, and messages can be lost when a phone is replaced. It's also hard to show what was agreed if there's ever a dispute.
Good habits
Simple rules that make WhatsApp work for a whole team.
Share the workload
Connect it to a shared inbox so the team can reply and hand over conversations.
Keep a record
Save conversations against the client, alongside emails and notes.
Set reply expectations
An automatic greeting with your hours and when to expect a reply.
Use templates
Consistent answers for common questions, with the client's name filled in.
Mind personal data
Only collect what you need and keep it somewhere secure, in line with UK GDPR.
How Kesslan helps
Kesslan brings WhatsApp Business into your shared inbox alongside email and social, saves every message to the client's record and lets Kess draft replies and follow-ups.
Keep exploring
WhatsApp CRMRun WhatsApp Business from a CRM your whole team can use. Shared conversations, client history, follow-ups and AI-drafted replies, set up for you.Shared inboxBring email, WhatsApp, Instagram, Facebook and website enquiries into one shared inbox. Assign, reply and track every conversation against the right contact.What is a CRMWhat a CRM is, what it does, and how to tell whether your firm needs one, explained in plain English for UK businesses.AutomationsAutomate the follow-ups, reminders and hand-offs that eat your team's day. Kesslan's automations are set up for you and stop the moment a client replies.
Try Kesslan free for 14 days.
Answer a few questions and Kess sets up a workspace shaped to your firm in under a minute. Nothing is charged for 14 days.