How to Set Up WhatsApp Business for Your Company

In Australia, where mobile usage is among the highest in the world, meeting your customers where they already spend their time is no longer optional—it’s a competitive advantage. WhatsApp Business allows you to create a professional presence on the world’s most popular messaging app, making it easier for Brisbane locals to book services, ask questions, and engage with your brand in real-time.

Why WhatsApp Business Matters for Your Local Business

Unlike the standard WhatsApp app used for personal chats, the Business version is built specifically for small to medium enterprises. It provides tools to automate responses, showcase your products, and provide a level of professional legitimacy that a standard mobile number cannot. For a local plumber, cafe, or boutique, this means faster lead conversion and improved customer satisfaction.

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Prerequisites: What You’ll Need Before Starting

Before you dive in, ensure you have the following ready:

• A Dedicated Phone Number: You cannot use the same number for both personal WhatsApp and WhatsApp Business simultaneously. We recommend using a dedicated business mobile or your existing Australian landline (yes, landlines work!).
• A Smartphone: An Android or iPhone with a functioning camera.
• Business Details: Your ABN (optional but good for verification), business address, website URL, and a high-resolution logo.
• Internet Connection: A stable Wi-Fi or 4G/5G connection.

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Step 1: Download the WhatsApp Business App

Head to the Google Play Store or Apple App Store and search for "WhatsApp Business".

Download and install the app. If you already have the personal version of WhatsApp, don't worry—the two apps can live side-by-side on the same phone, provided they are linked to different phone numbers.

Step 2: Accept Terms and Verify Your Number

Open the app and tap Agree and Continue. The app will then ask for permission to access your contacts and photos; tap Continue and Allow to ensure the app functions correctly.

Now, enter your business phone number.

• If using a mobile: You will receive a 6-digit verification code via SMS.
• If using a landline: Wait for the SMS timer to run out and select the 'Call Me' option. An automated voice will call your office landline and dictate the code.

Step 3: Create Your Business Profile

This is your digital storefront. You will be prompted to enter:

• Business Name: Use your official trading name. Note: Once set, changing this can sometimes require a review process, so double-check your spelling.
• Category: Choose the most relevant industry (e.g., "Automotive Service", "Restaurant", or "Professional Services").
• Profile Picture: Upload your company logo. Ensure it is clear and centred, as it will be cropped into a circle.

Step 4: Complete Your Business Information

Tap on Settings > Business Tools > Business Profile. Here, you should fill out every available field to build trust with local customers:

• Description: Briefly explain what you do. Mention your service area (e.g., "Serving the Greater Brisbane area and Moreton Bay").
• Address: Enter your physical location. You can also 'Set location on map' to help customers find your shopfront.
• Hours: Set your opening hours. This is crucial as it triggers your 'Away Messages' (see Step 7).
• Email & Website: Link these directly to your primary contact points.

Step 5: Set Up a Product Catalogue

One of the best features for Australian retailers or service providers is the Catalogue. This allows customers to browse your offerings without leaving the app.

• Go to Business Tools > Catalogue.
• Tap Add new item.
• Upload images, add a price (in AUD), and provide a description.
• You can even link a specific product page from your website.

Step 6: Configure Greeting Messages

First impressions count. A Greeting Message automatically sends a reply to anyone who messages you for the first time or after 14 days of inactivity.

• Go to Business Tools > Greeting message.
• Toggle it on.
• Edit the message to something friendly: "Hi there! Thanks for contacting [Business Name]. How can we help you today?"

Step 7: Set Up Away Messages

Don't leave your customers hanging after hours.

• Go to Business Tools > Away message.
• Toggle it on.
• Set the schedule to 'Outside of business hours' (this uses the hours you set in Step 4).
• Craft a message like: "Thanks for reaching out! We are currently closed but will get back to you as soon as we're back in the office at 9:00 AM tomorrow."

Step 8: Use 'Quick Replies' for Efficiency

If you find yourself typing the same answers to questions like "What are your bank details?" or "Where do I park?", Quick Replies are a lifesaver.

• Go to Business Tools > Quick replies.
• Tap Add (+).
• Set a keyboard shortcut (e.g., /parking).
• Type the full message. Now, when you type / in a chat, you can instantly select the full response.

Step 9: Organise with Labels

As your leads grow, you'll need to stay organised. WhatsApp Business allows you to label chats.

• Tap and hold a conversation.
• Select the Label icon.
• Create labels like "New Lead", "Invoice Pending", or "Quote Sent".

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Common Mistakes to Avoid

• Using a Personal Number: Avoid using your personal number if you want a work-life balance. Once customers have your WhatsApp, they may call at any hour. Use a secondary SIM or a landline.
• Neglecting the Desktop App: Download 'WhatsApp Desktop' for your PC or Mac. It is much faster to type responses and send PDF quotes using a keyboard and mouse than a thumb on a screen.
• Spamming Customers: Only message people who have messaged you first or opted in. WhatsApp has strict anti-spam policies and can ban your business number if users report you.

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Troubleshooting Common Issues

• I didn't get my verification code: Ensure you have entered the number in international format (+61 for Australia) and removed the leading '0' from your area code or mobile number. (e.g., +61 412 345 678).
• My 'Away Message' isn't sending: Check that your 'Business Hours' are correctly set in the profile section and that your phone has an active internet connection.
• Can't see contacts: Go to your phone's privacy settings and ensure WhatsApp Business has permission to access your Contacts.

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Next Steps

Now that your WhatsApp Business account is live, it’s time to let people know!

• Add a WhatsApp Button to your website: This allows mobile users to start a chat with one click.
• Update your Google Business Profile: Add your WhatsApp number to your contact details.
• Link to Facebook and Instagram: You can sync your WhatsApp Business account with your Meta Business Suite to run ads that click-to-WhatsApp.

If you need help integrating WhatsApp into your broader digital marketing strategy or setting up automated lead capture, the team at Local Marketing Group is here to help. Contact us today to book a strategy session.