01
Give each channel a clear role
WhatsApp suits urgent, conversational and time-sensitive updates. Email supports richer education, product discovery and longer nurture sequences. The strongest journey uses both intentionally rather than sending every message on every channel.
02
Start with permission and expectations
Collect clear consent for each channel and explain what subscribers will receive. Respect opt-outs, frequency preferences and applicable privacy rules. Permission is not only compliance; it protects trust and message performance.
03
Map moments that deserve automation
Useful flows include enquiry follow-up, welcome, browse or cart recovery, order updates, post-purchase guidance, review requests and replenishment. Define the trigger, delay, message, exit condition and human handoff for every flow.
04
Measure business signals
Track delivery, replies, qualified conversations, conversions, unsubscribes and support outcomes. Channel-level clicks are useful diagnostics, but the journey should be judged by whether it helps customers and advances a meaningful business goal.
05
Connect the system
Keep consent, customer status and activity aligned across the store, CRM, email platform and WhatsApp provider. Shared data prevents contradictory messages and lets the team see the full conversation before responding.
Next step
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