WhatsApp & SMS Marketing with 98% Open Rates

Yes — when done correctly. In the UK, marketing messages sent via WhatsApp and SMS must comply with UK GDPR and PECR (Privacy and Electronic Communications Regulations). The key requirements are: you must have explicit prior consent from recipients before sending marketing messages (a soft opt-in may apply for existing customers in some circumstances), you must clearly identify who is sending the message, and you must provide a simple way to opt out that is honoured immediately. We build our programmes with compliance as a non-negotiable foundation — consent capture, suppression list management and preference centres are standard.

The WhatsApp Business App is a free mobile app suitable for very small businesses managing a handful of conversations manually. The WhatsApp Business API is a powerful enterprise solution that enables businesses to send messages at scale, build automated conversational flows, integrate with CRM and e-commerce platforms, use multiple agents on one number, and send rich media messages with buttons and quick replies. The API requires setup through an approved Business Solution Provider (BSP) — which we handle on your behalf.

We design the opt-in journey as part of every programme setup. Compliant opt-in channels include: website pop-ups and forms with clear consent language, checkout opt-in tick boxes (not pre-ticked), in-store QR codes linking to a sign-up page, social media lead ads with consent, and keyword-based SMS opt-in campaigns. We never purchase lists and never use pre-existing contacts without verified consent. We also build preference centres so subscribers can manage what types of messages they receive — which reduces opt-outs and keeps your list engaged.

Less is more with direct messaging. Because WhatsApp and SMS are highly personal channels, over-messaging is the fastest route to opt-outs and brand damage. For promotional broadcasts, we typically recommend 2–4 messages per month at most. Transactional and service messages (order updates, appointment reminders) are sent as needed and have different rules — recipients generally welcome these. We monitor opt-out rates closely and will recommend reducing frequency if they rise above healthy thresholds.

WhatsApp and email serve different purposes and work best together rather than as replacements. Email excels at longer-form content, detailed offers, newsletters and complex automation sequences. WhatsApp is ideal for urgent, time-sensitive messages, conversational interactions, appointment reminders and high-priority promotions. The two channels complement each other: email nurtures over time, WhatsApp delivers with immediacy. Our most successful clients use both as part of a coordinated multi-channel messaging strategy.

This depends on how you want to handle it. Options include: automated chatbot responses that handle common queries and route more complex ones to a human agent; a customer service team managing replies manually via a shared inbox; or a hybrid approach where the bot handles first contact and humans take over for complex conversations. We design the response flow during setup to match your team's capacity and customer expectations. For businesses without dedicated customer service resource, we can also provide managed inbox support as an add-on service.