For many customers, WhatsApp is the easiest way to ask a question. A button on your website lowers the barrier to getting in touch. But a bare button often produces messages like “Hi” or “Price?” with no idea which product or page they came from, and busy days mean some never get a reply.
Here’s how to set it up so enquiries arrive with context and get handled.
1. Use a proper click-to-chat link
WhatsApp’s official link format opens a chat with your number on both phones and computers: https://wa.me/923001234567 (country code, no plus sign, no leading zero). Use your WhatsApp Business number, not a personal one.
2. Prefill the message with context
You can add a ready-written message to the link, so the customer only taps send:
https://wa.me/923001234567?text=Hi%2C%20I%27m%20interested%20in%20the%20blue%20kurta%20(size%20M)
- On product pages, include the product name and selected option.
- On service pages, include which service they’re asking about.
- Keep it short and editable; it’s a starting point, not a script.
3. Put the button where questions happen
A floating button everywhere is fine, but the most useful placements are next to the add-to-cart button, on pricing or service pages, and on the contact page. Make sure a floating button never covers the main button or menu on a phone.
4. Set expectations
A short line near the button, like “Usually replies within working hours”, tells people what to expect and reduces repeat messages. Only promise what you can actually keep.
5. Use WhatsApp Business features
- Greeting message for first-time contacts.
- Away message outside your hours.
- Quick replies for prices, delivery times and payment details.
- Labels (new enquiry, quoted, paid, delivered) so nothing gets forgotten.
- Catalogue for your main products.
6. Don’t make WhatsApp the only option
Some people prefer a form or email, especially businesses. Keep a simple contact form for detailed requests, and make sure form submissions actually reach an inbox someone checks. Test it.
7. Track which pages bring enquiries
Set up a click event on the WhatsApp button in your analytics, with the page it was clicked from. Over a few weeks you’ll see which products and pages create conversations, and which get none.
8. Have a reply routine
The technical part is easy; the routine is what matters. Decide who answers, when, and how follow-ups happen. A label for “quoted, waiting” and a quick daily check stops warm leads going cold.
Checklist
- Business number with a correct wa.me link.
- Prefilled messages with page or product context.
- Buttons near the decision points, not covering anything.
- Greeting, away and quick replies set up.
- Click tracking in analytics.
- A daily reply and follow-up routine.
If you’d like WhatsApp and your contact forms set up properly, with enquiries landing where your team works, get in touch.