Conversations,not broadcasts.
WhatsApp is where most Indian customers prefer to talk. Use it for guided, helpful, permission-aware conversations from first reply to payment.
Five habits
Reply fast
First reply within minutes where possible.
Use saved replies
Consistency without sounding robotic.
Record everything
Each chat updates your CRM or register.
Keep it human
Use names, short sentences and clear next steps.
Respect boundaries
Stop when asked. No spam, no pressure.
A five-touch WhatsApp sequence
Day 1: Welcome and one question
CUSTOMER SITUATIONCustomer is in the day 1 window of the journey.
RECOMMENDED APPROACHShort, useful, optional.
EXAMPLE COMMUNICATION (EDIT BEFORE USE)Hi [Name], thank you for contacting [Brand]. I'm [Your name]. What are you hoping to achieve? If you prefer a call, tell me a good time.INTENDED NEXT STEP
Customer replies, asks for time or opts out.
Day 2: Share a relevant offer
CUSTOMER SITUATIONCustomer is in the day 2 window of the journey.
RECOMMENDED APPROACHShort, useful, optional.
EXAMPLE COMMUNICATION (EDIT BEFORE USE)Based on what you shared, our [offer] may fit because [benefit]. Would you like details, or a short call?INTENDED NEXT STEP
Customer replies, asks for time or opts out.
Day 5: Add value, ask a question
CUSTOMER SITUATIONCustomer is in the day 5 window of the journey.
RECOMMENDED APPROACHShort, useful, optional.
EXAMPLE COMMUNICATION (EDIT BEFORE USE)Hi [Name], sharing a quick note on [their concern]. Do you have any questions I can help with?INTENDED NEXT STEP
Customer replies, asks for time or opts out.
Day 9: Offer help with decision
CUSTOMER SITUATIONCustomer is in the day 9 window of the journey.
RECOMMENDED APPROACHShort, useful, optional.
EXAMPLE COMMUNICATION (EDIT BEFORE USE)Hi [Name], if it helps, I can prepare a simple comparison or arrange a [demo / visit]. Would that be useful?INTENDED NEXT STEP
Customer replies, asks for time or opts out.
Day 14: Respectful check-in
CUSTOMER SITUATIONCustomer is in the day 14 window of the journey.
RECOMMENDED APPROACHShort, useful, optional.
EXAMPLE COMMUNICATION (EDIT BEFORE USE)Hi [Name], I wanted to check whether the timing works for you. If not, no problem at all; I can check back later. If you'd rather not receive messages, tell me and I will stop.INTENDED NEXT STEP
Customer replies, asks for time or opts out.
What not to do
Playbook reference: about 5-7 WhatsApp value follow-ups and 2-3 calls per customer across the journey. Only contact people who have enquired or consented, and honour opt-outs immediately.
Related pages
Customer Objections & Payment Frictions
Handle genuine customer concerns, from fees to payment failures, with respectful responses and clear next steps you can copy.
Referral & Customer Retention
Build repeat customers, loyalty and referrals after the first payment with a respectful, permission-aware approach.
Sales Technology & Automation
What to automate and what to keep human: CRM, offer letters, payment links, reminders and workflows for faster, kinder sales.
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