WhatsApp is the go-to messaging app for billions of people worldwide. It’s simple, reliable, and perfect for personal communication. From sending texts and multimedia to making voice and video calls, it’s a staple in everyday life.
WhatsApp Business is a messaging app specifically designed for businesses. It offers features that help companies connect with customers, showcase products, and automate responses.
WhatsApp Business is ideal for small businesses looking to improve customer communication. You can use it via the mobile app, web browser, or desktop app. Getting started with the WhatsApp Business app is quick and straightforward; here’s how to set it up for your brand.
WhatsApp Business enables personalized, two-way communication with customers.
For businesses looking to take engagement to the next level, charles offers AI-powered chatbots and 24/7 automated support. With intelligent product recommendations and conversational flows, charles ensures every customer interaction feels personal and efficient.
The platform’s product catalog feature enables businesses to showcase their offerings directly within the app.
To fully automate and scale CRM & shop efforts, charles integrates seamlessly with most tools. This enables businesses to create data-driven workflows, manage campaigns, and deliver personalized experiences at scale; all from one centralized platform.
Every integration you need, powering seamless cross-channel marketing without data silos.
WhatsApp Business simplifies customer support with quick replies and templates for frequently asked questions. It’s ideal for small-scale operations, but scaling support requires more advanced tools.
charles helps businesses handle high volumes of inquiries efficiently by offering AI-powered FAQ agents and advanced ticketing systems. These features ensure faster response times while maintaining a personalized touch for every customer. Additionally, charles integrates with other tools like Klaviyo, ensuring that contact data is synced seamlessly across platforms. This eliminates data silos and allows businesses to manage customer interactions holistically.
WhatsApp Business provides basic analytics, such as message delivery and read rates, to help businesses track performance.
For deeper insights into customer behavior, charles provides robust analytics and advanced segmentation tools.
By unifying customer data and offering actionable insights, charles helps businesses optimize their marketing strategies and drive better results.
For example, charles offers advanced analytics for click-to-WhatsApp ads, allowing businesses to track ad performance and conversion rates directly within the platform. This ensures that marketing efforts are not only measurable but also highly effective.
Yes, the WhatsApp Business catalog is completely free to use. Businesses can upload and showcase their products or services directly within the app without any additional charges. However, if you use the WhatsApp Business API or integrate with third-party tools for advanced features, there may be associated costs depending on the service provider.
To view a business catalog on WhatsApp:
If the business has set up a catalog, you’ll see a list of items with descriptions, prices, and images. You can tap on an item to learn more or inquire directly with the business.
For medium and large businesses, the WhatsApp Business API offers advanced capabilities that go beyond the standard app.
The API is ideal for enterprises looking to deliver exceptional customer experiences while maintaining operational efficiency.
📌 New pricing effective July 1, 2025 — read our WhatsApp pricing guide to see how it impacts your business.
With the WhatsApp Business API, companies can capture leads directly through chat-based interactions. Instead of relying on long forms or delayed follow-ups, AI-powered agents qualify leads in real time, guiding potential customers smoothly through the sales process. This not only increases conversion rates but also creates a more engaging customer experience on WhatsApp.
The WhatsApp Business API also makes referral marketing highly effective. Brands can send personalized referral codes directly in chat, gain GDPR-compliant opt-ins, and even retarget customers who haven’t used their codes yet.
By combining conversational AI with referral campaigns, businesses can drive new customer acquisition while maintaining a seamless, personal connection through WhatsApp.
Recover abandoned carts with high-converting WhatsApp campaigns.
Two automations consistently move the needle: abandoned cart recovery that reminds shoppers to complete purchases, and back-in-stock alerts that instantly notify subscribers when favorites return, creating urgency and capturing intent the moment inventory is available. In short, effective WhatsApp retargeting and re-engagement requires API-level integrations to personalize at scale, automate intelligently, and convert more of the demand you already have.
Loyalty doesn’t happen overnight; it’s the result of consistent, meaningful communication that makes customers feel valued beyond the initial purchase.
WhatsApp is the perfect channel to nurture this relationship, as it combines reach, intimacy, and personalization in a way few other platforms can. By sharing exclusive offers, updates, and promotions directly in chat, brands create a VIP experience that keeps customers engaged and coming back.
With the WhatsApp Business API, this loyalty-building can be taken to the next level. Automated birthday campaigns let you celebrate each customer personally, sending tailored greetings along with a special offer or gift, making the interaction feel both personal and rewarding.
On the service side, AI-powered WhatsApp agents can answer customer questions instantly by drawing from your knowledge base, ensuring accurate responses every time, while features like user intent guarantee conversations remain secure and aligned with your brand voice.
This blend of personalized marketing and reliable service builds trust, strengthens brand affinity, and turns one-time buyers into long-term advocates.
When deciding between WhatsApp Business and WhatsApp Business + software, consider the following factors:
For businesses looking to scale, transitioning to the WhatsApp Business API with tools like charles is a strategic move.
charles is a conversational AI and CRM platform that helps brands unlock the full potential of WhatsApp and two-way communication.
🤝 By leveraging charles, businesses can unlock the full potential of WhatsApp Business, driving engagement, retention, and sales.
Almost everyone uses WhatsApp, but for businesses, the WhatsApp Business app is only the first step towards more effective, conversational marketing.
It allows companies to connect with customers in a familiar space, but its features remain limited.
To truly unlock the potential of conversational marketing on WhatsApp, brands need the advanced capabilities of the WhatsApp Business API combined with a platform like charles.
With charles, businesses can go beyond basic messaging and transform WhatsApp into a performance marketing channel: automating abandoned cart recovery, sending personalized broadcasts, running referral campaigns, and delivering data-driven insights. This evolution turns WhatsApp into more than just a communication tool; it becomes a measurable, scalable channel for customer acquisition, retention, and long-term loyalty.
If your brand is ready to take the next step, charles offers everything you need to attract, convert, and retain customers through truly conversational marketing on WhatsApp.