How to Set Up WhatsApp Business So Enquiries Turn Into Consultations

For many Nigerian clients, the first contact with a professional is not a form or an email. It is a WhatsApp message: "Good afternoon, please how much is consultation?"

If that message lands on your personal WhatsApp, between family groups and status updates, it is easy to miss or answer late. WhatsApp Business is a free app with tools that help you look organised from the very first message. Here is how to set it up.

1. Use a separate number for your practice

Keep personal and professional chats apart. A separate business line means a staff member can help manage messages, and clients never see your personal status updates. For doctors, MDCN guidance advises against using personal social media accounts for patient consultations.

2. Complete your business profile

Fill in your business name, category, description, address, opening hours, email and website. Use exactly the same business name as on your Google Business Profile and signboard, so clients know they have the right practice.

3. Set up a greeting message

A greeting message is sent automatically when someone messages you for the first time. Keep it short and tell people what happens next. For example:

"Good day, and thank you for contacting [Practice Name]. Please share your name and a short summary of how we can help. We reply between 8am and 5pm, Monday to Friday."

Ask for a short summary only. Lawyers should not invite full case details over chat before engagement, and clinics should not ask for detailed symptoms before a proper consultation.

4. Set up an away message

Messages that arrive at night or on weekends should not go unanswered. An away message tells people you have received their message and when to expect a reply.

5. Save quick replies for common questions

Most enquiries ask the same few things: consultation fee, location, what to bring and how to book. Save each answer as a quick reply so you or your staff can send it in seconds by typing "/" in the chat.

6. Use labels to track every enquiry

Labels let you sort chats by stage. A simple set works for most practices: New enquiry, Consultation booked, Awaiting payment, Active client, Follow up. At the end of each day, check the "Follow up" label so no one slips through.

7. Share your WhatsApp link everywhere

WhatsApp Business lets you create a short link and a QR code that open a chat with you. Add them to your Instagram bio, Google Business Profile, website, email signature and business cards.

8. Protect client information

Under the Nigeria Data Protection Act 2023, you must handle client data lawfully, and health information is sensitive personal data that needs explicit consent. In practice:

• Collect only what you need over chat.
• Never forward client chats or post screenshots without written consent.
• Lock the business phone and limit who can access it.
• Move detailed or sensitive discussions to a consultation.

Do this today

• Install WhatsApp Business on a dedicated practice number.
• Fill in every field of your business profile.
• Write and switch on your greeting and away messages.
• Save five quick replies for your most common questions.

Our WhatsApp Business Setup and Message Scripts guide gives you a setup checklist, a quick replies and labels plan, and 28 ready-to-use message scripts, with versions for lawyers, clinics, coaches and consultants.