Adopting a conversational strategy for your business isn’t just about connecting a chatbot or providing generic answers. These are the core principles behind our product approach at Sandra.
A conversational strategy requires a mindset shift — a real understanding of user behavior on WhatsApp.
Here are the 6 key principles to keep in mind before launching a customer experience on this channel:
1. Synchronous vs Asynchronous
On WhatsApp, users can reply instantly... or days later.
Your business must be able to:
- Respond immediately
- Resume conversations after long pauses — without losing context
—> This requires conversational memory and smart integrations with your CRM or internal tools.
2. Personal vs Professional
WhatsApp is an intimate space. Brand communication must remain:
- Human, natural, and non-intrusive
- Adapted to the moment and preferred format (text, audio, image...)
—> A well-crafted notification is useful. Poorly timed or worded, it becomes spam.
3. Passive vs Active
The customer can:
- Start the conversation (Click-to-Chat)
- Or react to a triggered message (reminder, promotion, follow-up)
—> The key is sending the right message at the right moment — with true contextual relevance.
4. Private vs Public
While WhatsApp is perceived as private, groups, communities, and channels are public — and soon open to advertising via WhatsApp Ads.
Brands must anticipate that their messages can be shared.
—> It’s a great opportunity for reach, but also a perception risk — the quality of each interaction matters.
5. Structured vs Free-form
The web trained us to follow rigid flows (forms, steps, menus…). But conversation is naturally messy.
WhatsApp finally allows both:
A structured ordering flow… with free-form questions along the way.
—> This flexibility brings humanity back into digital experiences.
6. Ongoing vs One-off
On WhatsApp, conversations don’t necessarily end.
They can resume 3 days later. Or 2 weeks.
Your agent (human or AI) needs memory. Otherwise, the experience breaks.
—> You must treat the relationship as a continuous thread — not as a series of isolated tickets.
In Summary:
Launching a WhatsApp strategy isn’t just about adding a new channel.
It’s about embracing a new mindset: fluid, personal, respectful, and adaptive.
At Sandra, we help you build that kind of conversational relationship on WhatsApp:
- Scripted
- Personalized
- GDPR & nFADP compliant
- Connected to your tools, your context, your tone — and much more
