How to prepare a WhatsApp broadcast for business customers in India

What counts as a WhatsApp broadcast?

For businesses, a broadcast is one outbound campaign delivered to many relevant recipients through a business messaging setup. It is different from an individual service conversation. The WhatsApp Business Platform has rules for initiating customer conversations and using approved message templates.

A customer appearing in your CRM, importing a spreadsheet or previously buying a product does not automatically mean that marketing outreach is permitted. Document a suitable opt-in and make the purpose of the messages clear.

1. Build the right audience

Start with why the customer should receive the update. Examples include a requested event reminder or an opted-in product announcement. Narrow the audience with contact lists and segments, then exclude people who opted out or whose consent does not cover that purpose.

• Identify the communication purpose and message category.
• Verify that recipients have provided the required permission.
• Check duplicate numbers, country codes, exclusions and opted-out contacts.
• Prepare a way to handle incoming replies and stop requests.

Related product workflow: Explore whatsapp broadcast guide in UnifyDesk

2. Check your WhatsApp Business Platform setup

Use a company-authorized business account and phone number. Confirm the number, account permissions, quality and messaging limits before planning volume. A draft or a connected account is not proof that production sending is enabled.

Outside the applicable customer service conversation window, business-initiated messages generally require approved templates. Categories, pricing and eligibility can change, so confirm current requirements in Meta's official WhatsApp Business Platform documentation.

3. Review a template and run a small test

Write a specific, recognizable message, avoid misleading urgency and check every template variable. Verify links, language, personalization and opt-out handling. Test on a small permitted audience first, particularly when using a new sender or changing your campaign process.

• Confirm template approval for the intended category and language.
• Preview example recipient values and destination links.
• Test delivery and replies before selecting a larger audience.
• Do not equate provider acceptance with final message delivery.

4. Measure what happened

Separate queued, accepted, sent, delivered, read and failed states according to what the provider actually reports. Investigate invalid recipients, blocked numbers and template problems instead of repeatedly retrying everyone.

UnifyDesk is developing WhatsApp broadcast planning around contact audiences, consent and provider readiness. Its public WhatsApp integration is not yet generally available; the product tour uses sample data.

Frequently asked questions