What is the difference between the WhatsApp Business App and the WhatsApp Business API?

The app is free, designed for small businesses, and limited to one device. The API supports multiple users, automation, and advanced integrations, making it suitable for larger companies.

Can I use WhatsApp Business tools on both Android and iOS?

Yes. Most tools support both platforms, and many also offer web dashboards for desktop use.

Do I need a UK number to use WhatsApp Business in the UK?

No. Any phone number can be used to set up and use WhatsApp Business in the UK. If you want a dedicated business line, services like gosimless provide UK virtual numbers that can verify your account without needing a physical SIM card.

Are WhatsApp Business tools compliant with GDPR?

Reputable providers ensure compliance, but businesses must also handle customer data responsibly.

Can multiple staff manage one WhatsApp Business number?

Yes, but only through API-based tools that support multi-agent access. The standard WhatsApp Business app is restricted to one device.

Can I collect customer data or bookings without sending them to an external website?

Yes. Using WhatsApp Flows, you can build structured, interactive forms directly inside the chat. Customers can book appointments, fill out lead forms, or select service options without ever leaving the app. This reduces "drop-off" and significantly increases conversion rates compared to external links.

Can I use video to showcase products in my WhatsApp Catalog?

Absolutely. In 2026, catalogs allow up to 10 media items per product, including high-quality videos (up to 50MB). This is perfect for "how-to" demos or 360-degree views of your products, giving customers a richer shopping experience than static images alone.

Is there a way to manage out-of-stock items without deleting them?

Yes, you can use the Hide/Unhide feature in your Catalog Manager. This allows you to temporarily remove items from public view when they are unavailable and restore them with a single tap once they are back in stock, preserving all your previous product descriptions and settings.

If multiple team members share one account, how do I track who sent which message?

With the Multi-Agent / Chat Assignment feature, you can name each linked device (e.g., "Sarah - Sales" or "Support Desk 2"). Within the chat, you can see which specific agent or device sent a message, and you can "assign" incoming chats to specific team members to ensure clear accountability.

Does the "Green Tick" verification really make a difference for UK businesses?

Yes. Beyond the prestige of the Meta Verified badge, verified accounts often see higher open rates. It confirms to the customer that they are speaking with a legitimate business, which is vital for building trust before they share sensitive information or complete a payment.

Can customers pay for orders directly within the WhatsApp chat?

Yes. You can generate secure in-chat payment links or use checkout bots. In many regions, WhatsApp now supports native payments where customers can complete a transaction using their saved card or banking details without switching apps.

How do I turn my Instagram followers into WhatsApp leads automatically?

By using Click-to-WhatsApp Ads and profile buttons, you can bridge the gap. When a user clicks your ad on Instagram, it triggers a pre-filled WhatsApp message. You can then use a "Quick Reply" or an automated "Greeting" to capture their details and start the sales process instantly.

Can a chatbot handle my basic FAQs but notify me for complex sales?

Yes. This is called Intelligent AI Handoff. You can set up a bot to answer routine questions (hours, shipping rates, etc.). If the customer asks a complex question or selects "Talk to a Human," the system will instantly ping your mobile or desktop so a real person can take over with the full chat history visible.

Can I see a customer's past website orders while chatting with them?

Through CRM Integration (like HubSpot, Zoho, or Shopify), your WhatsApp Business API can "pull" customer data into the chat window. This allows your team to see the customer's purchase history, VIP status, and previous issues in real-time, enabling a much more personalized conversation.

How do I keep my personal and business accounts private on the same phone?

By using a UK virtual mobile number from gosimless, you can register your WhatsApp Business profile on a dedicated line. This prevents your personal number from being shared with customers and allows you to set "Away" hours specifically for work, ensuring your personal notifications stay separate.

Best WhatsApp Business Tools Every Company Should Try

For companies across the UK, WhatsApp has become a customer service channel, a marketing tool and a sales engine. WhatsApp Business gives brands the ability to connect with customers directly, but its native app is limited. That's where third-party WhatsApp Business tools come in.

These tools extend functionality, automate repetitive work, provide insights into customer behaviour, and make it easier for teams to collaborate. Whether you're a small start-up or a nationwide brand, the right WhatsApp Business tools can help you save time, impress customers, and grow your bottom line.

Which WhatsApp Business Tools Should a Company Use?

The best tools fall into a handful of categories: messaging platforms, customer relationship management (CRM), automation, analytics, and integration tools. Below we explore each category in detail, with examples, features, and device-specific guidance.

Messaging Platforms: Managing Conversations at Scale

For businesses receiving hundreds or even thousands of WhatsApp messages, managing them from a single mobile device is impractical. Messaging platforms allow you to centralise conversations, assign chats to team members, and keep records across Android, iOS and the web.

Examples of top messaging platforms include:

Respond.io: Designed for multi-agent teams, it integrates with WhatsApp Business API and supports assignment rules.
360dialog: A trusted WhatsApp Business API provider offering secure messaging and scalable infrastructure.

How to Use Messaging Platforms on Different Devices

Android/iOS: Download the app, connect your WhatsApp Business number, and log in to manage chats on the go.
Web: Use a browser dashboard to assign conversations, tag customers, and track response times.

Messaging platforms transform WhatsApp from a single-user app into a team-wide tool.

CRM Tools: Turning WhatsApp Chats into Customer Relationships

A conversation is only the beginning. To nurture leads and retain customers, you need CRM integration. CRM tools sync WhatsApp chats with customer profiles, so every interaction is logged and future communication can be personalised.

Popular CRM tools with WhatsApp integration include:

HubSpot with WhatsApp connector: Lets you log chats, trigger workflows, and send follow-up emails.
Zoho CRM: Offers WhatsApp Business integration for managing leads and customer queries.

Device-Specific Use

Android/iOS: Install the CRM mobile app, integrate WhatsApp, and view customer data while chatting.
Web: Log into the CRM dashboard to review communication history and create follow-up tasks.

CRMs ensure you never lose context, no matter who last messaged the customer.

Automation Tools: Saving Time with Smart Replies

Automation is critical when you receive frequent questions such as "What are your opening hours?" or "Do you deliver to my postcode?" Automation tools for WhatsApp Business can handle these routine interactions, allowing staff to focus on complex enquiries.

Top automation tools include:

Twilio WhatsApp API: Provides programmable messaging and chatbot functionality.
WATI (WhatsApp Team Inbox): Lets you create automation flows without coding.

How to Automate on Android, iOS and Web

Android/iOS: Use automation templates within WATI or similar apps to set up quick replies.
Web: Design chatbot flows via drag-and-drop interfaces, then deploy them instantly.

Automation reduces response times and creates a smoother customer experience.

Analytics Tools: Measuring Performance on WhatsApp

Without data, it's hard to know whether your WhatsApp strategy is working. Analytics tools track metrics such as response time, conversation volume, and customer satisfaction.

Recommended analytics tools include:

WhatsApp Business API Reports: Offers built-in metrics for message delivery and open rates.
Callbell: Provides analytics dashboards to measure agent performance and campaign success.

Multi-Device Use

Android/iOS: View basic analytics in your WhatsApp Business app.
Web: Access advanced dashboards from third-party providers for detailed insights.

By analysing WhatsApp activity, businesses can optimise staffing levels, improve service, and measure ROI.

Integration Tools: Connecting WhatsApp with Business Apps

No tool should exist in isolation. Integration platforms connect WhatsApp Business with systems like Shopify, WordPress, or accounting software. This streamlines workflows and reduces manual data entry.

Well-known integration tools include:

Zapier: Connects WhatsApp Business with thousands of apps.
Make (formerly Integromat): Allows complex integrations with conditional logic.

How Integrations Work Across Devices

Android/iOS: Automations run in the background while you continue using WhatsApp Business normally.
Web: Most integration platforms provide browser dashboards for setup and monitoring.

Integrations allow WhatsApp to become part of your overall digital ecosystem.

Marketing Tools: Broadcasting Messages Effectively

WhatsApp limits how broadcast messages can be sent to protect users from spam. However, marketing tools approved for WhatsApp Business API make it possible to send compliant campaigns to opted-in contacts.

Examples include:

Trengo: Lets you create WhatsApp campaigns with personalisation.
Sendinblue WhatsApp campaigns: Offers multi-channel marketing, including email and SMS.

Using Marketing Tools

Android/iOS: Access campaign reports through mobile dashboards.
Web: Design campaigns, segment audiences, and schedule broadcasts.

These tools allow you to engage customers in a personal yet scalable way.

Payment Tools: Enabling Transactions via WhatsApp

WhatsApp is testing in-app payments in selected countries, and UK businesses are beginning to adopt payment integrations. Payment tools make it possible for customers to purchase directly within a chat.

Options include:

Stripe integrations with WhatsApp checkout bots.
Razorpay (for international sellers) enabling payment links via WhatsApp.

How Customers Pay

Android/iOS: Customers receive a secure payment link directly in their WhatsApp chat.
Web: Businesses can send links via desktop dashboards while customers complete payment on mobile.

In-chat payments remove friction from the sales process and improve conversion rates.

Security Tools: Protecting Business Data on WhatsApp

With sensitive customer information often shared via chat, businesses must prioritise security. Security tools and practices help protect data and maintain trust.

Top security measures include:

Two-step verification: Built into WhatsApp Business, available on Android and iOS.
Virtual numbers from providers like gosimless: Keep your personal number private while verifying WhatsApp Business.
Data encryption services: Ensure that customer records stored outside WhatsApp remain secure.

By combining built-in features with additional tools, you can ensure compliance with data protection standards in the UK.

Collaboration Tools: Helping Teams Work Together

When multiple staff members handle WhatsApp, collaboration tools prevent chaos. They let teams assign chats, leave internal notes, and escalate issues.

Top picks include:

Freshdesk Messaging: A helpdesk platform with WhatsApp integration.
Zendesk WhatsApp integration: Lets you manage tickets directly from WhatsApp conversations.

Collaboration tools make WhatsApp a professional-grade channel rather than a one-to-one app.

How to Choose the Right WhatsApp Business Tools

With so many tools available, the best choice depends on your company's size, sector, and goals. To decide:

Define your primary objective: customer service, sales, or marketing.
Consider your team size and whether multi-agent access is required.
Check device compatibility: make sure tools support Android, iOS and web.
Review compliance with WhatsApp's Business Policy and UK data laws.
Trial before committing: most providers offer demos or free trials.

The right tools will feel intuitive, scale with your business, and integrate smoothly with your current systems.

The Power of WhatsApp Tools

WhatsApp Business has transformed how UK companies communicate with customers, but its real power is unlocked through the right tools. From messaging platforms and CRMs to automation, analytics, and secure verification with services like gosimless, these tools turn WhatsApp into a serious business channel.

Companies that invest early in WhatsApp Business tools gain faster response times, stronger customer relationships, and measurable results. If you haven't yet explored these options, now is the time to experiment and build a WhatsApp strategy that truly scales.