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:
On WhatsApp, users can reply instantly... or days later.
Your business must be able to:
WhatsApp is an intimate space. Brand communication must remain:
The customer can:
—> The key is sending the right message at the right moment — with true contextual relevance.
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.
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.
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.
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: