WhatsApp marketing for MSMEs: complete setup guide

WhatsApp is already where most of your customers are talking to you — the question is whether it's a structured channel or a chaotic inbox where leads quietly disappear.

Step 1: Move to WhatsApp Business (or the API)

The free WhatsApp Business app works for very small volumes. Once you're handling dozens of enquiries a day across multiple staff members, the WhatsApp Business API (accessed through a provider) lets you add automation, multiple agents, and proper tracking.

Step 2: Set up your catalog

A WhatsApp catalog lets customers browse products or services directly in the chat, without needing to leave the app or wait for you to send photos one by one.

Step 3: Automate the first reply

An instant auto-reply confirming you've received the message — with expected response time — measurably reduces drop-off, even before a human responds.

Step 4: Use broadcast lists, not groups

Broadcast lists let you message many customers at once (offers, restocks, reminders) while each customer only sees it as a private message — never a group where everyone can see each other's numbers.

Step 5: Track every lead, don't rely on memory

The single biggest leak in WhatsApp-based sales is forgotten follow-up. Even a simple shared spreadsheet logging every enquiry and its status beats relying on chat history alone — a proper CRM integration is the next step up.

Dolomite's WhatsApp Marketing & Automation service sets up all five steps for you, connected to the same lead-tracking system as your website and ads — so nothing falls through the cracks.