WhatsApp Business Strategy

Plans WhatsApp Business as a permission-based direct channel, not a conventional social platform: every message must be high-value, relevant and earn its place in the recipient's inbox, because spam destroys trust faster here than on any other channel.

Use When

• The client wants WhatsApp to be a trusted direct channel and needs its role, opt-in and opt-out rules agreed.
• WhatsApp Business needs setting up: profile, greeting and away messages, quick replies, broadcast lists, catalogue, a customer service protocol, escalation and a team rota.
• The client wants a 30-day broadcast calendar, a Status plan and ready-to-send message templates.
• Customer groups or communities on WhatsApp need rules, moderation and a clear purpose.

Do Not Use When

• playbook-sms-whatsapp-marketing for bulk SMS and WhatsApp Business API campaigns.
• playbook-chatbot-strategy for automated chat flows and bots.
• playbook-community-management for community management across several channels.
• Stop before messaging anyone who has not opted in or sending broadcasts without client authority; Uganda DPPA 2019 consent rules apply.

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