WhatsApp Business for car dealers: what is allowed and what isn't
If a buyer messages you themselves, you may reply freely for 24 hours. After that, or if you start the conversation, you may only send a template WhatsApp has approved in advance, and only to people who gave consent.
App or platform
The free WhatsApp Business app on one phone works for one or two people. If you want several salespeople on one number, or a system that answers, you need the WhatsApp Business Platform. The rules on this page apply there.
What is allowed when
| Situation | Wat mag |
|---|---|
| A buyer messages you and you reply within 24 hours | A free-form message, as often as needed |
| The buyer hasn't replied for more than 24 hours | Only a template WhatsApp has approved in advance |
| You start the conversation | Only with the buyer's consent and an approved template |
| Promotions to your whole customer list | Only with consent and marketing templates, and anyone who opts out gets nothing more |
What this means for follow-up
A buyer who goes quiet can still be reached after 24 hours with a template. Lots of messages in a row usually backfire: buyers block or report your number, and the quality rating WhatsApp gives your number drops.
- Use one business number for the whole company, not a salesperson's private phone.
- Reply within the 24-hour window, then anything goes.
- Get your templates approved in advance: a follow-up, a confirmation and a reminder.
- Follow up once and stop after that.
How Helvaro does it
Helvaro replies within the 24-hour window. If a buyer doesn't reply to the first message, it sends one follow-up after at least a day using an approved template. If that template isn't there, it sends nothing.
This is not legal advice. WhatsApp changes its rules regularly; check Meta's current terms.
Try it on your own enquiries.
14 days free, no card details needed. You see for yourself what comes in and what happens to it.
Try Helvaro for free