Messengers for business: how to sell and support customers on WhatsApp, Telegram and more
Which messenger your business should use, the links that open a chat in one tap, and the habits that turn customer chats into orders.
Por Max · Founder of mssg.me and Stick
· 5 min de leitura
Este artigo está disponível apenas em inglês.
The short answer
Use the messenger your customers already open every day, and make it one tap to reach you there. In much of Europe, Latin America, India and Africa that's WhatsApp; in parts of Eastern Europe and Asia it's Telegram, Viber or LINE; Instagram DMs and Facebook Messenger matter wherever customers find you through Meta's apps. Offer two or three, put click-to-chat links everywhere customers see you, and reply fast.
People already spend their day in messaging apps. Writing to a shop the same way they write to a friend is easier than calling, faster than email and less awkward than a contact form, and the conversation stays in their pocket with the whole history attached. For a small business, that makes a messenger the shortest route from "I'm interested" to "I'll take it".
What businesses use messengers for
- Taking orders. A customer sends a photo or a product name, you confirm the price and delivery, and the order is done in a few messages.
- Answering questions before a purchase. Sizes, materials, availability, delivery times. Fast answers here decide most sales.
- Bookings. Hairdressers, tutors, repair shops and clinics confirm and reschedule appointments in chat.
- Support after the sale. Tracking numbers, returns and "how do I use this?" go faster in a chat than through a support form.
- Updates. Channels and broadcast lists keep regular customers informed about new stock, offers and opening hours, but only people who asked to hear from you.
Which messenger should a business use?
The honest answer is the one your customers use. Here's where each one is strongest and what it offers businesses:
| Messenger | Where it's strongest | Built-in business features |
|---|---|---|
| Most of Europe, Latin America, India, Africa | The free WhatsApp Business app: catalog, quick replies, greeting and away messages, labels, short links and QR codes. The paid WhatsApp Business Platform adds automation and team inboxes. | |
| Telegram | Eastern Europe, Central Asia, parts of the Middle East | Public usernames, channels with unlimited subscribers, bots, and Telegram Business tools (opening hours, greeting messages, quick replies) for Premium users. |
| Viber | Ukraine, the Balkans, the Philippines, Myanmar | Communities and channels, plus paid Viber for Business messaging. |
| Instagram DMs and Facebook Messenger | Wherever customers discover you on Instagram or Facebook | Saved replies, automated FAQs and ad replies through Meta Business Suite. |
| LINE | Japan, Thailand, Taiwan | LINE Official Account with broadcasts and rich menus. |
Many businesses end up with two: WhatsApp plus whichever app dominates locally, or a messenger plus Instagram DMs. Asking new customers "Where would you like us to message you?" for a month tells you more than any market report.
Links that open a chat in one tap
Every major messenger has a link format that opens a conversation with you directly. Put these behind buttons on your website, in your Instagram bio, in email signatures and on QR codes.
| Messenger | Link format |
|---|---|
https://wa.me/14155550123 (full number, digits only) | |
| Telegram | https://t.me/yourusername |
| Viber | viber://chat?number=%2B14155550123 (opens the Viber app) |
| Facebook Messenger | https://m.me/yourpage |
| Instagram DM | https://ig.me/m/yourusername |
| LINE | https://line.me/R/ti/p/@yourid |
WhatsApp links can also carry a pre-filled message. Our step-by-step guide on how to create a WhatsApp link covers the format, QR codes and common mistakes.
Let customers choose: one link for every messenger
If you offer more than one messenger, don't make customers figure out which one you prefer. Give them a page with a button for each and let them tap the app they already use.
That's what mssg.me started as: a single link that holds your WhatsApp, Telegram, Viber and Facebook Messenger, so a customer who lives in Telegram and one who lives in WhatsApp both reach you in two taps. Today the same page can also show your links, prices and products, take orders with a shopping cart on paid plans, and comes with a QR code for print. You put that one link in your Instagram bio, on your website and on your packaging. Our guide to mssg.me shows every feature with screenshots.
Habits that turn chats into orders
- Answer within minutes during business hours. The first business to reply often gets the sale. Turn on a greeting message and an away message with your hours so nobody waits in silence.
- Save replies for the questions you get every day. Prices, delivery, sizes, payment methods. Quick replies in WhatsApp Business and Telegram Business make this one tap.
- Move every conversation one step forward. End each reply with a question or a next step: "Which color would you like?", "Shall I reserve it until Friday?"
- Send a photo or a link, not a paragraph. A picture of the item or a link to the product page answers most questions faster than a description.
- Follow up once. If someone went quiet after asking for a price, one friendly message a day or two later recovers a surprising number of orders. More than one is pestering.
- Ask before you broadcast. Send offers only to people who agreed to receive them. Unwanted messages get you blocked and reported, and WhatsApp limits accounts that collect too many reports.
Mistakes to avoid
- Running the business from a personal number. Use a separate number with WhatsApp Business, so you can set business hours, a profile and a catalog, and hand the phone to someone else when you need to.
- Making customers switch apps. "Please message us on Telegram" loses the customers who don't have Telegram.
- Hiding the contact link. If customers have to scroll through your site to find a way to write to you, many won't.
- Treating chat like email. Long, formal messages read badly on a phone. Short sentences, one question at a time.
Perguntas frequentes
Which messaging app is best for business?
The one your customers already use. WhatsApp is the default in much of Europe, Latin America, India and Africa; Telegram, Viber and LINE are strong in parts of Eastern Europe and Asia. Many businesses offer two or three and let customers choose.
Is WhatsApp Business free?
The WhatsApp Business app is free to download and use. Messaging at scale through the WhatsApp Business Platform (the API) is paid, with prices set by Meta that vary by country and message type.
How do I let customers message me from Instagram?
Add a click-to-chat link, such as your wa.me link or a page with all your messengers, to your Instagram bio, and add a link sticker to Stories where you want people to write to you.
Can I use one link for WhatsApp, Telegram and Viber?
Yes. A contact page such as mssg.me shows a button for each messenger behind a single link, so every customer opens the chat in the app they already use.
O mssg.me e o Stick são feitos pela mesma equipe. Recomendamos o que melhor se encaixa no que você precisa e deixamos isso claro.
Sobre o autor
Founder of mssg.me and Stick
Max is the founder of mssg.me, the mobile website builder people have used to create more than 100,000 websites and a Google for Startups Ukraine Support Fund recipient, and of Stick, a link in bio builder for creators. He writes about link in bio pages, messenger links and selling on social media.