Updated 5 October 2026 · EcommFusion
Choose one useful business workflow
Start with a clear task: answering common enquiries, confirming an appointment, sharing an order update or following up on an interested lead. Decide who owns the conversation and what the customer should be able to do next.
Use the right product
The WhatsApp Business app can support a small team’s manual conversations. Integrations and automated business workflows may need the official Business Platform and a suitable provider. Choose based on the process, volume and team requirements, then check current provider pricing.
Get permission and respect preferences
The current WhatsApp Business Messaging Policy requires the recipient’s contact details and opt-in permission for subsequent business messages. Honour requests to stop. Keep a record of how the person agreed to receive the relevant communications.
Plan templates and the service window
On the Business Platform, business-initiated conversations require approved templates. Free-form replies are allowed within the 24-hour customer service window opened or reset by a user message; outside it, use approved templates. Check the current platform policy before launching a flow.
Keep a human route available
Automation should make the next step easier. Give the customer a clear way to reach a person when the answer is uncertain or the request needs judgement. An AI assistant should use approved business information and an explicit fallback.
Measure your own results
- Lead response time and unanswered conversations.
- Qualified enquiries and the next action assigned.
- Customer opt-outs and complaints.
- Platform/API cost and staff time per useful conversation.
Use your own data rather than generic open-rate, recovery-rate or sales benchmarks. A small pilot can show whether the process is useful before you expand it.
Budget for setup and usage
Separate implementation work from messaging/API usage, provider subscriptions, hosting and ongoing support. EcommFusion workflow setup starts at ₹15,000; a scoped AI chatbot starts at ₹20,000 setup plus ₹5,000/month, with third-party costs extra.
Policy source: WhatsApp Business Messaging Policy, reviewed 5 October 2026.