For many Pakistani customers, WhatsApp is where the buying journey starts. They see a product on Instagram, tap through and ask “price?” in a chat. If those chats are messy, you lose sales. This guide shows you how to set up the WhatsApp Business app, sell from a catalog and stay organised with labels and quick replies. It also explains when to move to the WhatsApp Business Platform. Features were checked against WhatsApp’s and Meta’s official pages in October 2026.
The app or the platform: know the difference
- The WhatsApp Business app is free to download and works on your phone, with extra linked devices. It suits founders and small teams answering chats by hand.
- The WhatsApp Business Platform, built around the Cloud API, is for businesses that connect WhatsApp to their own software. Meta’s documentation says it is intended for developers, requires a business portfolio and uses per-message pricing.
Most startups should begin with the app and move to the platform only when the signs later in this guide appear.
Set up the app properly
- Use a dedicated number. Get a SIM for the business that you will keep for years. Changing numbers later means losing chats and confusing customers.
- Complete your business profile. WhatsApp describes the profile as a virtual storefront that shows your logo, business description, opening hours and website. Fill in every field.
- Link devices for your team. As of October 2026, WhatsApp’s App Store listing says an account can link five devices, or up to ten with Meta Verified. That lets more than one person answer chats.
- Decide on Meta Verified. It is a paid subscription. WhatsApp lists a verified badge, protection against impersonation, priority support and more linked devices among its benefits. It is worth considering if fake accounts are copying your brand.
- Add free entry points. WhatsApp offers QR codes, short links and action buttons for your Facebook Page and Instagram profile. Print the QR code on packaging, delivery slips and your shop counter.
Build a catalog customers can order from
WhatsApp calls the catalog a mobile storefront that groups your products or services into collections. Each item can show photos, a price, a description and a product code.
Two related features make ordering easier:
- Catalog links let you share the full catalog, or a single item, on WhatsApp, Facebook and Instagram.
- Cart lets customers pick several catalog items and send them to you as one message.
Practical tips:
- Show prices in PKR and say in the description whether delivery charges apply.
- Mention cash on delivery or advance payment clearly, so customers do not need to ask.
- Group items into collections customers think in, for example “New arrivals”, “Gift sets” or “Under PKR 3,000”.
- Remove sold-out items the same day. Nothing annoys a customer more than ordering something you no longer have.
- Follow Meta’s commerce rules. Meta’s developer documentation says catalog items on the platform are reviewed automatically and flagged items are rejected, so avoid restricted products.
Stay organised with labels
Labels let you organise and filter conversations so you can find chats that need attention. Create a set that matches your sales stages, for example:
- New inquiry
- Price sent
- Awaiting payment
- Paid
- Dispatched
- Delivered
- Complaint
- Follow up
Then build a routine. Every afternoon, filter “Awaiting payment” and send polite reminders. Every Monday, filter “Follow up” and reach out to customers who went quiet. Once a week, read the “Complaint” chats to spot patterns you can fix.
Save time with quick replies, greeting and away messages
Quick replies
Quick replies are saved shortcuts for messages you send often. Good candidates:
- Your price list or a link to the catalog.
- Delivery charges and delivery times by city.
- Payment details for bank transfer, Raast or your mobile wallet.
- Your exchange and return policy.
- An order confirmation template.
- Your shop location and hours.
Greeting message
A greeting message is sent automatically to new customers when they first message you. Keep it short and useful, in the language your customers use. For example: “Assalam o Alaikum, thanks for contacting us. Tap the catalog to see prices, or tell us what you are looking for and we will reply shortly.”
Away message
An away message replies automatically outside your business hours. State your hours and when you will reply, for example: “We are closed now. Our team replies from 10 am to 8 pm, Monday to Saturday. Leave your question and we will answer first thing.”
Automated messages should set expectations, not replace real answers. Reply personally as soon as you can.
A simple order workflow
- Confirm each order in one message: items, total in PKR, delivery address, delivery charge and payment method.
- For advance payments, share your account details or a payment link from your payment provider.
- Check that the money has actually arrived in your bank or wallet app before you dispatch. A screenshot alone is not proof.
- Label the chat at each stage so anyone on the team can see its status.
For promotions, WhatsApp lists Broadcast for sending offers to many customers at once. A newer feature, Business Broadcasts, is limited to eligible users in selected countries, so check whether it appears in your app. Only message people who have agreed to hear from you.
When to move to the API
Consider the WhatsApp Business Platform when:
- More people need to answer chats than the app allows.
- You want WhatsApp connected to your CRM, help desk or order system.
- You need automatic order updates, delivery notifications or one-time passwords at scale.
- You want a chatbot to handle common questions before a human steps in.
What changes on the platform
- Templates and opt-in. Messages you start must use templates, which generally need approval, and customers must opt in to hear from you.
- The 24-hour window. When a customer messages you, a 24-hour customer service window opens. Inside it you can send normal replies. Outside it, you can only send templates.
- Pricing. As of October 2026, Meta charges per delivered message, based on the message category (marketing, utility, authentication or service) and the recipient’s country code. Meta’s pricing page says service messages are charged after a free tier of 1,000 per month for each business phone number, and that Pakistan has its own rates on the rate card. Chats that start from a click-to-WhatsApp ad open a free window of up to seven days for most message types.
- Keeping the app. Meta’s coexistence option lets you connect your existing app number to the Cloud API and keep using the app, through a Meta solution partner or tech provider. Some app features change after you connect. For example, existing broadcast lists become read-only.
Your WhatsApp Business checklist
- Use a dedicated business number and complete every profile field.
- Build a catalog with PKR prices, clear delivery terms and collections.
- Create labels for each sales stage and filter them daily.
- Save quick replies for prices, delivery, payment and returns.
- Turn on greeting and away messages with your real hours.
- Verify payments in your bank or wallet before dispatch.
- Review the API options when chat volume or integration needs outgrow the app.
Sources and further reading
- WhatsApp Business app features (WhatsApp)
- WhatsApp Business on the App Store (WhatsApp Inc.)
- Introducing catalogs for small businesses (WhatsApp blog)
- WhatsApp Business Platform overview (Meta for Developers)
- Pricing on the WhatsApp Business Platform (Meta for Developers)
- Onboarding WhatsApp Business app users, also called coexistence (Meta for Developers)
- Catalogs overview (Meta for Developers)
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