For Australian small businesses, being where your customers are is the golden rule of marketing. With over 12 million active users in Australia, WhatsApp has shifted from a personal messaging tool to a vital business communication channel that builds trust and speeds up the sales cycle.
Setting up a WhatsApp Business profile allows you to separate your personal and professional lives while giving you access to powerful automation tools, quick replies, and a digital storefront that lives right in your customer's pocket.
Before You Begin: What You’ll Need
To ensure a smooth setup, gather these items before you start:- A Dedicated Phone Number: You cannot use the same number for a personal WhatsApp account and a Business account simultaneously. We recommend a dedicated business mobile or a VOIP landline.
- Business Details: Your official business name, ABN (for verification purposes if running ads later), and a physical address.
- High-Quality Logo: A clear square image (800 x 800 pixels works best).
- A Short Bio: A 140-character summary of what you do.
- Verification Access: You must be able to receive an SMS or a phone call on the chosen number.
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Step 1: Download the WhatsApp Business App
Open the Google Play Store (Android) or the Apple App Store (iPhone). Search for "WhatsApp Business". Screenshot Description: Look for the WhatsApp logo with a white capital "B" in the centre of the green chat bubble. Do not download the standard WhatsApp messenger app.Step 2: Accept the Terms of Service
Launch the app. Read through the Terms of Service and Privacy Policy. Tap Agree and Continue.Pro Tip: WhatsApp Business is a separate app from the one you use for friends and family. You can have both apps installed on the same phone, provided they are linked to different phone numbers.
Step 3: Register Your Business Number
Select 'Australia' from the country dropdown menu (this will automatically add the +61 country code). Enter your mobile number or landline number. Note on Landlines: Yes, you can use a local Brisbane or Australian landline! If using a landline, wait for the SMS timer to run out and select the "Call Me" option to receive your verification code via an automated voice call.Step 4: Verify Your Account
Enter the 6-digit code sent via SMS or provided via the voice call. If you don't receive it, wait 60 seconds before requesting a resend. Ensure you have a stable mobile signal or Wi-Fi connection.Step 5: Grant Permissions
The app will ask for permission to access your contacts and photos. Tap Continue and Allow. This is essential so you can message existing customers in your phone’s address book and send photos of your work or products.Step 6: Create Your Business Profile
Now it's time for the branding. You will see a screen titled "Business Profile".- Business Name: Enter your official name (e.g., "Brisbane Bayside Plumbing"). Be careful—changing this later can sometimes require a re-verification process.
- Category: Select the industry that best fits. If you can’t find an exact match, choose "Other Business".
- Profile Picture: Upload your logo. Ensure it is centred, as it will be cropped into a circle.
Step 7: Explore the Business Tools
Once the initial setup is done, tap on Settings (iOS) or the three dots (Android) and select Business Tools. This is the "engine room" of your profile. Screenshot Description: You should see a list including Business Profile, Catalogue, Greeting Message, and Away Message.Step 8: Complete Your Business Information
Tap on Business Profile. Here, you should fill in every available field to look professional to Australian consumers:- Description: Briefly explain your services (e.g., "Family-owned bakery in Ascot specialising in sourdough and local pastries").
- Address: Pin your location on the map. This helps with local SEO and helps customers find your shopfront.
- Hours: Set your opening hours. This is crucial because it triggers your "Away Messages" (see Step 10).
- Email & Website: Link directly to your site to drive traffic.
Step 9: Set Up Your Catalogue
The Catalogue is a mobile storefront. Tap Catalogue > Add new item.- Upload images of a product or service.
- Add a price (in AUD).
- Provide a link to the specific product page on your website.
This allows you to send a specific product to a customer mid-chat without them ever leaving the app.
Step 10: Configure Automation (Greeting & Away Messages)
Never leave a customer hanging.- Greeting Message: Set this to send automatically when a customer first messages you. Example: "Hi there! Thanks for contacting Local Marketing Group. How can we help you today?"
- Away Message: Set this to trigger outside of the business hours you set in Step 8. Example: "Thanks for your message. We are currently closed but will get back to you at 9:00 AM tomorrow."
Step 11: Create Quick Replies
Identify the top 3 questions you get asked (e.g., "What are your rates?" or "Where do I park?"). Go to Quick Replies, tap Add, and create a shortcut like/parking. Now, whenever you type that shortcut, the full detailed response appears instantly.
Step 12: Organise with Labels
To keep your inbox tidy, use the Labels feature. You can categorise chats as "New Customer", "Pending Payment", or "Quote Sent". This is particularly helpful for Brisbane tradies managing multiple jobs on the go.---
Common Mistakes to Avoid
- Using a Personal Photo: Unless you are a solo consultant or influencer, use your business logo. It builds immediate brand recognition.
- Ignoring Business Hours: If you don't set hours, customers might expect a response at 10:00 PM on a Sunday.
- Spamming Contacts: Only message people who have given you their number for business purposes. Australian Privacy Principles (APP) apply to how you handle customer data.
- Forgetting the Desktop App: Download the WhatsApp Business Desktop app for your Mac or PC. It makes typing long responses and sending files much faster than using a thumb on a phone screen.
Troubleshooting
- Verification Code Not Arriving: Ensure you haven't entered a '0' after the +61 code (e.g., it should be +61 4XX, not +61 04XX). Check that you aren't using a VoIP number that blocks short-code SMS.
- "Business Name Not Approved": WhatsApp has strict naming guidelines. Avoid using all caps (unless it's an acronym) or adding extra emojis to your name.
- App Crashing: Ensure your phone's operating system is up to date. WhatsApp Business requires relatively modern software to run all automation features.
Next Steps
Now that your profile is live, it’s time to let people know!- Add a WhatsApp Button to your Website: This allows mobile users to click and chat instantly.
- Update your Google Business Profile: Add your WhatsApp number as a primary contact method.
- Create a QR Code: Print a WhatsApp QR code on your business cards or shopfront window so customers can scan to start a conversation.
Need help integrating WhatsApp with your overall digital strategy? The team at Local Marketing Group can help you automate your lead generation. Contact us today to learn more.