WhatsApp is where Kenyan buyers live — 97% of smartphone users have it. But most small businesses use personal WhatsApp, missing the profile, catalog and automation tools that turn casual chats into sales. This guide sets up Business in one afternoon, free.
1) Business profile (5 min)
- → Download WhatsApp Business (separate from regular WhatsApp — same number works).
- → Profile photo = your logo. Cover photo = your best product or shopfront. People judge trust in 2 seconds.
- → Business name: exact brand name, not a tagline. Category: pick the most specific one (e.g. "Clothing shop" not "Clothing store").
- → Description: what you sell + where + delivery. Example: "Handmade leather bags in Nairobi CBD. Delivery countrywide via Fargo. M-Pesa & cards."
- → Address: use Google Maps pin, not just "Nairobi". Hours: exact, including lunch break if you close. Empty profile = no trust.
- → Catalog: add top 10 products with photos, names, prices, short descriptions. This is your shop window — treat it like a physical display.
2) Greeting + away messages
Settings → Business Tools → Greeting/Away. These auto-reply when someone messages you for the first time or after hours.
Greeting message
Hi! Thanks for reaching [Biz]. We reply in minutes, 8am–7pm daily. Tell me what you need — price, size, delivery? I'll sort you fast.
Away message
Hey! We're offline 7pm–8am but your message is saved — first thing at 8am. For urgent orders, call [phone]. Asante!
Tip: greeting fires once per contact, not every message. Away fires only during your set off-hours.
3) Quick replies + labels
Settings → Business Tools → Quick Replies. Set up shortcuts for your most common answers — saves 5+ min per enquiry:
Labels: New · Quoted · Paid · Shipped · VIP — label every chat, filter daily, never lose a lead. Move "New" → "Quoted" after replying, → "Paid" after M-Pesa screenshot, → "Shipped" after dispatch.
4) Click-to-chat links
A click-to-chat link opens a WhatsApp chat with your number and a pre-filled message. Put it on your website, Instagram bio, Google Business Profile, flyers, and receipts. Pattern:
Why pre-filled? It removes the "what do I say?" friction. Messages with context convert 3x higher than "Hi". Put YOUR number (with country code, no + or spaces) and a message that matches what the person is likely looking for.
5) Broadcast lists vs groups
Use broadcast lists, not groups. Broadcasts send to each person individually (they don't see other recipients), and replies come to you privately. Groups create noise and lose messages. Create lists by segment: "New customers", "VIPs", "Nairobi", "Mombasa". Send max 2x/week — daily broadcasts get blocked.
Where Orbit fits
DIY above in an afternoon, or WhatsApp Responder 27,999: we do profile + catalog + labels + quick replies + site buttons + click-to-chat in one go. Set mine up →