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WhatsApp ads and WhatsApp links are very effective click-to-chat formats for quickly directing more users to your messaging service. We explain how the different features work, how you can set them up, and show you examples.
By communicating with customers quickly and easily on WhatsApp, companies can build a very direct and valuable relationship with their customers. But the problem for many companies is: How do (potential) customers find our WhatsApp service in the first place?
Although it's now possible to search for companies in WhatsApp's "Business Directory", the feature is still not available in all countries, and many users are not even aware that the feature exists yet. It's also not the most intuitive way to try to find a company's WhatsApp information when surfing the web.
Companies must therefore increasingly draw attention to their WhatsApp service "from the outside". Click-to-chat options such as WhatsApp ads or WhatsApp links are perfect for this! Because, with them, users can get directly into the WhatsApp chat with just one click. In this guide, we'll show you how this works, what specifics you should be aware of, and how other companies do it.
💡Create your WhatsApp chat link now for free with our WhatsApp chat link generator
What's WhatsApp click-to-chat?
Messaging apps are the perfect channel for communicating with customers directly, personally, and without algorithms. WhatsApp, in particular, is one of the most popular messenger apps in the world and therefore especially exciting for companies. But WhatsApp has two specific downsides for businesses:
1. WhatsApp users can’t search for businesses on the app (at least not in all markets). 2. Advertising within the app itself isn’t allowed.
This makes it more difficult for businesses to attract customers to their WhatsApp account, but click-to-chat provides a solution. Click-to-chat means that you can direct users to a WhatsApp chat with a single click. Here's how it works:
"WhatsApp’s click-to-chat feature allows you to start chatting with someone, even if you don’t have their phone number saved in your contact list. As long as their WhatsApp account is active, and you know their number, you can create a link and start chatting with them at any time. Once you click the link, the chat will open automatically."
So, you create a link that leads a person directly into a WhatsApp chat with your company, either in the app itself or on WhatsApp Web. This can be achieved through ads via Facebook and Instagram (click-to-WhatsApp ads), or through WhatsApp links or QR-codes.
What are the benefits of click-to-chat?
Click-to-chat makes it simpler and more convenient for users to contact you via WhatsApp. All it takes is one single click, and a chat opens up between you two. Without this hack, customers would need to find your WhatsApp number, save it to their contacts, and only then would they be able to contact you, but this takes a certain amount of time and effort. Not every customer is willing to put in this type of work.
That’s where click-to-chat significantly simplifies the communication process with your company and elevates the customer experience for your client base. Also: the easier you are to contact, the more people’s interest will be piqued, leading to your company gaining a wider audience.
It’s very important to distinguish between actual WhatsApp links and click via WhatsApp advertisements (click-to-WhatsApp ads) when using click-to-chat.
The advantage of click-to-chat ads is that you have a prominent ad space for your company, which means that you can solidify your company’s branding as well as gain more awareness, leading to a wider audience reach.
However, you can basically post WhatsApp chat links anywhere, on any site. This could be a pop-up or a widget on your own website, a brochure, or poster with a QR-code, and even a Google advertisement, a newsletter link, or your own e-mail signature.
How to create a WhatsApp link
The only requirement you need to meet before you can create a click-to-WhatsApp link is that you have a business account on WhatsApp. You can get this type of account either through the WhatsApp Business App (free download from the App Store and Play Store) or through the WhatsApp Business Platform (API).
Attention: For most companies, the free WhatsApp Business app is NOT the best option!
The following steps illustrate how you can set up a click-to-WhatsApp link.
Option 1: Use a Wa.Me link generator
The easiest way is to use a WhatsApp link generator to automatically set up your click-to-WhatsApp.
Sinch Engage, for example offers a free tool where you only have to type in your number and an (optional) welcome message, and can generate a link in seconds.
💡Create your WhatsApp chat link now for free with our WhatsApp chat link generator
Option 2: Use the Wa.Me link template
You can also use the Wa.Me link template:„https://wa.me/<number>“. Enter your entire phone number in the international format in the <number> placeholder.
Correct formatting for an Indian number (0091 oder +91) in this case would be: "https://wa.me/91175XXX3333" without any spaces, symbols and no zeros in the area codes.
Incorrect formatting would be: https://wa.me/+0091-(175)XXX3333.
💡Tip: If you don’t want to post your phone number publicly in the link, use a link shortener.
- Next up, you create an automated message, which will be shown to users in a chat typing field.
Use this format to create the message: "https://wa.me/whatsappphonenumber/?text=urlcodetext".
Example: https://wa.me/91XXXXXXXXXX?text=Hi!%20I%20have%20a%20question%20about%20your%20software
- After clicking on the link, you’ll be shown a list of contacts you can forward your message to.
You can place this link behind any sort of online advertising, or use the link on your online touchpoints.
Click-to-WhatsApp ads: How click-to-WhatsApp ads work
On Facebook and Instagram, you can add a „send message“ button to your click-to-WhatsApp ads, which opens a direct message chat in WhatsApp upon clicking. This is how clients can open a chat with your company directly after clicking that button.
Aside from the call-to-action button, these ads don’t differ very much from other advertisements you could put out on Facebook or Instagram. In these ads, the call-to-action button reads „send message“. Upon clicking, instead of opening up a landing page for your company’s website, a WhatsApp chat opens up in the messaging app itself or in the Web browser version.
Booking advertisements: Creating click-to-WhatsApp ads via ad manager
A prerequisite to running click-to-WhatsApp ads is having a WhatsApp business account. Connecting your WhatsApp account to your Facebook profile and Instagram account will then activate the automatic click-to-chat function. You also have to be your company website’s administrator.
Then, proceed to follow these next steps to create an advertisement in the ad manager.
- Head to ad settings.
- Select your advertisement goal. You can choose between „reach“, „brand awareness“, interaction“ and „video impressions“.
- Decide on your target audience, ad placements, and scheduling.
- Click on „add website URL“ after heading to „links“.
- Add the URL of your company website.
- Choose „send WhatsApp message“ under the „call to action“ options.
- Pick out the website tied to your WhatsApp account in the drop-down menu.
- Select „confirm“, to publish the advertisement.
Creating an ad on the WhatsApp Business App
In June 2023, Meta updated their WhatsApp ad process. Now, businesses can create WhatsApp Business ads directly in the Business App, without needing a Facebook profile. With this version, you don't have as many options, though.
When creating ads, what should I pay special attention to?
Many users may not be accustomed to having a WhatsApp chat open instantly upon clicking on a Facebook or Instagram ad. This can lead to high cancelation rates as well as bad interest to profit conversion rates.
Best practice click-to-WhatsApp ads
- Due to this, make sure to very obviously show that upon clicking, WhatsApp will open (for example, through chat icons or the WhatsApp chat button)
- Explain how this method of communication benefits your customers („We’ll answer your questions on WhatsApp
- Avoid using phrasing such as „Ask the chatbot!“, and instead say „Contact us for your personal consultation!“
What happens after the click?
When customizing your ad, you can decide what happens after the very first click.
The most ideal solution would be a WhatsApp chatbot that jumps into action immediately, engaging users in a conversation right away. Please keep in mind that you can only do this if you are using the WhatsApp Business API. Chatbots integration is not possible on the WhatsApp Business App!
You also have the option to create an automated message to send to users when first designing your advertisement in the ad manager. This means that users automatically send you a specific message that you select in advance.
Especially if this answer is connected to a specific advertisement campaign or a certain sale, you have a lot of opportunities. For example, it’s easier to track, where exactly your potential clients are coming from, as well as A-B-Testing, which can help you figure out with what types of replies you can achieve better conversion rates.
Another option would be to tackle some of the most frequently asked questions in the very first message. The easiest way to do this is through the reply buttons, which you can use to link to an FAQ-Website, where these questions will be answered. Through this automated message, you can answer the most frequently asked questions within the very first messaging interaction, delivering most of the important information about your business to your customer.
If you work with a WhatsApp Business Solution Provider such as Sinch Engage to access the API, you can not only set up WhatsApp campaigns on the platform, but also add a chatbot. You can build a drag-and-drop chatbot yourself in less than five minutes (no IT help needed!).
🚀Try Sinch Engage now for 14 days free of charge (no credit card needed)!
With Sinch Engage, you can scale your marketing campaigns on messaging apps easier and faster.
Do click-to-WhatsApp ads increase the messaging pricing on WhatsApp?
No! When you guide users to your WhatsApp chat through a click-to-chat ad, you don't pay for the first message(s) you send, you only pay for the ad cost. You also get more time to answer for free. With click-to-chat ads, businesses get 72 hours to send messages to users free of cost!
Especially when running specific campaigns, the click-to-WhatsApp ads can be a cost-effective way for WhatsApp marketing!
What can you use click-to-WhatsApp for?
You can use click-to-WhatsApp in different ways, from lead generation through opt-ins to promotions to marketing notifications to chatbot interactions.
Lead generation
The more communication channels you have to offer to potential clients, the more people are able to contact you. Since messaging apps such as WhatsApp are gaining more and more popularity with customers, you can use these popular channels to generate more leads, even from other social media channels!
The Indian fashion brand Trendzzz, for example, cleverly links their Facebook posts to click-to-WhatsApp links where people can ask more questions about a product.
In the chat, Trendzzz also set up an automated chat message that shows them from what post the user joined the chat!
And: you're also meeting your customers on the channels where they want to talk to you, as Rahul Malhotra from the Brigade Group (Orion Malls) experienced.
Opt-in for marketing notifications
WhatsApp's one-to-many broadcast messages provide a constant way to reach out to your customers to send product updates, special deals, or just useful messages you want to send out to your customers. In order to be able to send push notifications on WhatsApp, you need the customers’ consent, via opt-in.
Chatbot interactions
Click-to-chat can obviously also lead directly to a WhatsApp template or chatbot interaction. This could be an automated greeting message, a reminder of your daily opening hours, an FAQ link, reply buttons, and many more. Through these automations, users can immediately get assistance or will at least know when they can expect a reply from your company.
You can also integrate links to your website in the first click-to-chat message, which gives users more opportunities to get to know what exactly your company has to offer, which is a very practical feature.
However, you only have access to this specific method via messaging platform that is connected to the WhatsApp Business API.
Online advertisements
As mentioned before, click-to-chat ads can be integrated on platforms such as Instagram, Facebook, but also as Google ads, and other online advertising channels, which, can also increase the visibility of your WhatsApp account.
Best practice: Here’s how companies use click-to-chat on WhatsApp
Altitude Adventure Holidays: personalized travel experience through WhatsApp chat
The Indian travel agency Altitude Adventure Holidays organizes highly-personalized adventure trips. And this starts with the first consultation when travelers are taking a first look at the different offers.
With a very prominent click-to-WhatsApp icon, users can jump straight into the chat to get a personal consultation. Including the click-to-chat option on the website makes sense for Altitude Adventure Holidays, as this is the largest touchpoint that customers have with their brand, and where they would typically have a question.
Through an automated answer in the click-to-chat, the agents also get more information about where users are coming from to be able to assist the customers better.
Gym chains wellyou and FitnessLoft: 50 percent more members
High cancelation rates are common for gym memberships. That's why gaining new members is so important for the industry! One of the hurdles in gaining new members is that people take some time to join a (new) gym. So lead generation has to work through constant re-engagement.
Using ads for this is pricy and doesn't exactly build a personal relationships that customers are looking for in a gym. After all, feeling comfortable is very important for gym members!
This is exactly why fitness studios benefit from WhatsApp as a mode of communication, since potential clients can ask questions, talk about their concerns, and once you have started a chat, it's super easy to re-engage the user again. But how do gyms get in contact with these users over WhatsApp? Via click-to-chat, of course!
Gym chains wellyou and FitnessLoft have doubled their member count using the messaging app after integrating click-to-WhatsApp links on their online pages. Marketing expert Tim Horst supported the gyms together with Sinch Engage in this process.
Orion Mall: Double visitor numbers through WhatsApp chats
At Orion Mall, one of Bangalore's largest shopping centers, the revenue depends highly on the number of shoppers. In order to get more visitors to the mall, Orion Mall implemented a WhatsApp service to provide more information about hours, offers, and events at the mall.
The marketing team promoted the WhatsApp chat through click-to-chat links on social media, but also with QR codes at their mall.
This proved highly successful. With the WhatsApp chats, the shopping center was able to double their visitor numbers.
Get started with click-to-WhatsApp
The easiest way to combine click-to-chat with WhatsApp as well as important company tools such as CRM systems or sales tools, is to use professional messaging platforms such as Sinch Engage. With the ready-to-go solution Sinch Engage, you don’t need any coding skills, and 100% data privacy is also guaranteed. You can simply get started with WhatsApp and other messaging apps right away!
🚀 With Sinch Engage, you can get more out of WhatsApp for your business!
Get more out of messaging apps for your business, with Sinch Engage, your all-in-one messaging platform for marketing, sales, and customer service.
