About the WhatsApp Business search
Note:This feature is currently only available to users in Brazil, Colombia, Mexico, Indonesia, and the UK.
WhatsApp Business search offers businesses an opportunity to be found on WhatsApp. This feature lets WhatsApp users search for businesses and start a conversation without leaving WhatsApp.
The feature displays all businesses that have not opted out of being ‘listed’ in business search results. In selected markets, all eligible businesses (Official Business Accounts and Verified Business Accounts) were automatically set to a “listed” status prior to launch.
Note: In Brazil, business search results will only include businesses (Official Businesses Accounts and Verified Business Accounts) that chose to opt-in.
Opting out of search functionality
Businesses can remove their numbers from business search at any time via the WhatsApp Business Manager of the Meta Business Suite. It is also possible for businesses to re-list themselves from the same location.
Businesses will need to allow 30 minutes for their visibility to be adjusted in the phones of our users.
Business accounts registered outside Brazil, Colombia, Mexico, Indonesia, and the UK will not be visible to users.
If your number was opted in prior to launch, it is possible that you will be contacted by customers who found you via the Businesses Search Feature. If you opened the conversation window by replying to a user initiated-message, the window will be charged at the same rate as other user-initiated-conversation.
Understanding search rankings
Search results will match in full or in part the text the user has entered. The results displayed will only show businesses registered in your country. For example, if a user’s phone number starts with +44, then they will only see results with that country code.
Search rankings are impacted by various signals, like business name.
Note: Accounts with duplicate display names cannot be set to ‘visible’ until unique display names have been created. This can be managed via the WhatsApp Business Manager.
Global business accounts aren’t included in this launch.
WhatsApp Business search’s popular businesses category will highlight up to 25 verified businesses for users to discover. To be featured in this category, your business must be highly responsive to user messages. Your business must also have received the most messages through business search in your country in the last seven days.
Note: The popular businesses category is not currently available in the UK.
Understanding the pricing model
The WhatsApp Business Platform is priced per conversation. There are two rates, one for user-initiated and one for business-initiated conversations. User-initiated conversations are only charged once you reply to the user, and standard pricing will apply. More details on the WhatsApp Business pricing model are available here. Rates are based on the end-recipient’s phone number.
As part of the initial rollout, businesses won’t know the:
- Exact point of origin for the customer-initiated conversation
- Total number of customer-initiated conversations
To use this feature, consumers can tap
> Businesses > enter the name of a specific business.
Note: In Brazil, business search results will only allow search by the company names.
Business account information
Business account information will be used in accordance with the WhatsApp Business Terms of Service.