Platforms & How-To

WhatsApp Business App Guide for Shops in India: Set Up Catalogue, Quick Replies and Labels

By Motu Patlu Ads · Published 8 October 2026 · 6 min read

Many shop owners still use normal WhatsApp for business. Chats get mixed with family messages, the same price question is typed fifty times, and nobody remembers which customer wanted what. The WhatsApp Business app is built to fix exactly these problems.

This guide takes you through the setup in the order that makes sense for a shop: profile first, then catalogue, then replies and labels, then broadcast habits. You can do the basic setup in one evening.

What is the difference between WhatsApp and WhatsApp Business?

WhatsApp Business is a separate app from normal WhatsApp, designed for small businesses. It lets you show a business profile, a product catalogue and tools such as quick replies, labels and automatic messages. Customers still chat with you the same familiar way.

A good idea is to use a separate number just for the shop, so personal and business chats stay apart. Check the app itself for how to move or register a number, and for the features available on your phone, because apps get updated.

How do I set up my business profile?

Your profile is your digital visiting card. Customers often open it before they decide to visit. Fill every field properly.

1. Install the WhatsApp Business app and register your shop number.
2. Add your shop name exactly as it appears on your board, so people recognise it.
3. Choose the business category that fits best, for example grocery, clothing or electronics.
4. Add a clear profile photo: your logo, or a clean photo of the shop front.
5. Write a short description: what you sell, who you serve, and your area.
6. Add your address and a map location if the app offers it, plus opening hours.
7. Add your website or Instagram/Facebook page if you have one.

Tip: Open your own profile from another phone to check how it looks to a customer.

How do I make a product catalogue?

A catalogue lets customers browse items inside WhatsApp, without you sending twenty photos one by one. Add your best-selling and most-asked items first. You do not need to add everything.

For each item, upload a clear photo, a simple name, a price if you want to show it, and a short description. Use plain daylight and a clean background. If prices change daily, as in vegetables or gold, you may prefer to share the price in the chat or on your Status instead.

• Group items into collections such as "New arrivals", "Under Rs. 500" or "Festival gifts".
• Use the same naming style for every item, for example "Cotton Kurti - Blue - M, L, XL".
• Remove or mark items that are out of stock so you do not disappoint customers.
• Share a single item or the whole catalogue link in a chat when someone asks.

What are quick replies and which ones should I create?

Quick replies are saved messages that you can open by typing a short shortcut. They are the biggest time saver for a busy counter. Create a handful for questions you answer every day.

• /address - "Namaste! Hum [Area], [Landmark] par hain. Map link: [link]. Time: 9 am to 9 pm."
• /delivery - "Home delivery [area] mein available hai. Order ke baad [time] mein pahunch jaata hai."
• /pay - "Aap UPI, card ya cash se pay kar sakte hain. UPI number: [number]."
• /offer - "Is hafte ka offer: [offer]. Last date: [date]."
• /thanks - "Shukriya! Aapka order ready hai. Kuch aur chahiye to batayiye."
• /hours - "Hum subah 9 baje se raat 9 baje tak khule hain. Sunday [open/closed]."

Tip: Keep each quick reply short and friendly, and edit it a little before sending so it never feels like a robot.

How can labels help me organise customers?

Labels are coloured tags you attach to chats. Think of them as your digital register. A simple set for a shop could be:

At the end of each day, open the "New enquiry" label and follow up with anyone you have not answered. This one habit can stop good leads from getting lost.

• New enquiry - someone asked but has not decided.
• Order placed - waiting for packing or payment.
• Payment pending - needs a gentle reminder.
• Delivered - finished; good for asking for a review.
• Regular customer - people you can message about special offers.

What should my greeting and away messages say?

A greeting message is sent automatically when a new customer messages you or when the chat has been quiet for some time. An away message is sent when you are closed or busy. Both tell the customer that they have been heard.

• Greeting: "Namaste! [Shop Name] mein aapka swagat hai. Aap kya dhundh rahe hain? Hum jaldi reply karenge."
• Away: "Hum abhi band hain. Subah 9 baje se phir khulenge. Aapka message mil gaya hai, hum subah sabse pehle reply karenge."

Tip: Never promise a reply time that you cannot keep; "as soon as we open" is safer than "in 5 minutes".

How do I use broadcast lists without annoying people?

A broadcast list sends one message to many contacts at once, but each person receives it as a private message. Customers generally need to have your number saved to receive it, which is why you should ask people to save your number at billing.

Use broadcast only for things people want: a new offer, a festival timing change, a stock arrival, a pickup reminder. Once or twice a week is plenty for most shops. If someone asks to stop, remove them politely and quickly.

• Create separate lists, for example "Regular customers", "Festival buyers" and "Wholesale".
• Add only people who have contacted you or bought from you.
• Write the person's name in the message when you can, since personal messages feel warmer.

Which message should I send for a new offer?

Here is a sample broadcast message you can copy. Notice that it is short, has one offer and one action.

Add a short video or photo. A 15 to 20 second vertical video made with a tool such as Motu Patlu Ads or your own phone often explains an offer faster than text. Read more about daily visibility in our WhatsApp Status guide.

• "Namaste! [Shop Name] se ek khaas offer. [Product] par [offer] sirf [date] tak. Dekhne ke liye reply karein YES, ya seedha shop aayiye. Address: [location]."

WhatsApp Business setup checklist

1. Use a separate number for the shop.
2. Complete the profile: name, category, description, address, hours.
3. Add 15 to 20 best items to the catalogue with clear photos (add more later).
4. Create 5 to 6 quick replies.
5. Create labels for enquiry, order, payment and delivered.
6. Turn on greeting and away messages.
7. Print your number and a QR or chat link on bills, bags and the shop board.
8. Plan one broadcast message per week, and one Status post per day.

Tip: Ready to make the offer video? You can create a shop video ad in a few steps and send it straight to your customers.

Frequently asked questions