Retail & jewellery
WhatsApp for retail stores and jewellers.
Your best customers already message the store about new designs and festive offers. Show them new collections, book their store visit, send photos of the pieces they asked about, and stay in touch after the purchase.
What does Baat do for retail stores and jewellers?
For retail stores and jewellers, Baat turns the store's WhatsApp into a sales channel the whole team can work from. New collections and festive offers go to customers who opted in, customers browse a catalogue and book a store visit in the chat, and post-purchase follow-ups and loyalty messages keep regulars coming back.
A store's best customers are known by the salespeople, not by the store. Each salesperson keeps their own WhatsApp contacts and sends designs from their own phone, so the store cannot see who is interested in what, and loses those customers when a salesperson leaves. New collections and festive offers reach a few people by forwarded photo. After a big purchase, such as a wedding set, nobody follows up, and the next occasion goes to another store.
How do retail stores and jewellers use WhatsApp?
Each of these runs on Baat today. Open one to see how it works.
Use case
Show new collections to the right customers first
Send a new collection to customers who opted in and have bought or asked about similar pieces. Questions come back in the same thread, where a salesperson can answer them.
Guide
Announce festive offers to everyone who opted in
Send Diwali, Akshaya Tritiya or wedding-season offers as a broadcast, segmented by store, city or what customers usually buy.
Use case
Book store visits and remind customers
Confirm a store visit with the date, time and branch, and remind the customer the day before. Your staff know who is coming and what they want to see.
Use case
Follow up after a purchase
Thank the customer, share care instructions, and check in after the occasion. A customer who feels remembered comes back for the next one.
Use case
Tell regulars what their rewards are worth
Send each regular their points or rewards after every purchase, so the loyalty scheme brings them back instead of being forgotten.
Example conversation
An enquiry that becomes a store visit.
A customer asks about a design from the new collection. The salesperson sends photos from the store's number and books a visit. The store, not just the salesperson, knows the customer.
- Shared Inbox: Salespeople reply from the store's number, so the store keeps every customer relationship and can see who is interested in what.
- Broadcasts: New collections and festive offers reach customers who opted in, segmented by store, city or past purchases.
- Journey Builder: Replies to a collection message turn into photos, a visit offer and a hand-over to a salesperson, without anyone forgetting.
Lakshmi Venkatesh Online
- Hi, I saw the new temple jewellery collection. Do you have the necklace sets in 22 carat? 4:15 PM
- Hello Lakshmi. Yes, we have six designs in 22 carat. Sending photos and weights now. 4:17 PM
- The third one is lovely. Can I see it in the store on Sunday? 4:26 PM
- Of course. Sunday at 12 noon at our T. Nagar store. We will keep the set ready for you. 4:27 PM
An example. The people in it are made up.
Automation
Interest turns into a visit.
A journey starts when a customer replies to a new-collection message. It sends more photos, offers a store visit, and hands the customer to a salesperson at their preferred branch.
- Customer replies to a new-collection message
- Send photos and prices of matching pieces
- Offer a store visit at their nearest branch
- Confirm the date, time and branch
Visit booked?
YesRemind the day before
NoAssign to a salesperson
Why do stores and jewellers sell on WhatsApp?
Because buying a high-value piece is a conversation. A customer wants to see the design from several angles, ask about weight and purity, compare two options with family, and then come to the store. WhatsApp lets them do all of that before the visit. They arrive knowing what they want to see.
For the store, the problem is that these conversations usually happen on salespeople’s own phones. Baat moves them to the store’s own number. The salesperson still talks to the customer, but the store can see the conversation, help when the salesperson is busy, and keep the customer when people move on.
How should a store announce a new collection?
Send it first to the customers most likely to care: those who bought or asked about similar pieces before, and who agreed to receive messages from you. A few good photos and a short note work better than a long catalogue. When a customer replies, a salesperson can send more photos, answer questions and offer a store visit in the same thread.
What should happen after a big purchase?
Stay in touch, without selling. Thank the customer, share care instructions, and check in after the occasion the piece was bought for. Tell regulars what their loyalty points are worth. A wedding purchase often leads to the next family occasion, and the store that kept in touch is the one that gets it.
Can gold coins and savings schemes go in the catalogue?
Be careful. Meta’s Commerce Policies do not allow real money, including coins, to be bought or sold through commerce content, and financial services are not allowed either. Jewellery itself is not on Meta’s restricted lists, but check the current rules before listing coins, and explain savings schemes in the conversation rather than as products.
What do WhatsApp's rules mean for retail stores and jewellers?
- Meta's Commerce Policies do not allow buying or selling real money through commerce content, and they name coins under that rule. Check the current policy before listing gold or silver coins in a WhatsApp catalogue.
- Financial services, including banking and loans, are not allowed in Meta's commerce content. Gold savings schemes and instalment plans are financial products, so explain them in the conversation, not as catalogue listings.
- Do not ask customers to send PAN, Aadhaar or other ID card numbers, bank account numbers or full card numbers over WhatsApp, even for high-value purchases. Meta's policy does not allow it. Collect them at the store.
- Message only customers who agreed to receive WhatsApp messages from you. Offers and new collections need their opt-in.
Checked against Meta's own policy pages on 21 October 2026: Meta Commerce Policies: Documents, currency and financial instruments, WhatsApp Business Policy. Meta changes these rules from time to time, so read the current version before you start.
Questions retail stores and jewellers ask about WhatsApp
Can our salespeople keep talking to their customers?
Yes. They reply from the store's WhatsApp number through the Baat shared inbox or mobile app. Customers keep talking to the same person, and the store keeps the relationship if that person leaves.
Can customers browse our products in a WhatsApp catalogue?
Yes. Customers can browse your catalogue and pay inside the chat. Meta's Commerce Policies apply to what you list, so check the rules before listing coins or anything that works like a financial product.
Can we send festive offers to all our customers?
Only to customers who agreed to receive WhatsApp messages from you. Segment them by store, city or past purchases, so each customer gets offers that are relevant to them.
Can customers book a store visit on WhatsApp?
Yes. Customers message to book, staff confirm in the shared inbox, and a reminder goes out the day before. The salesperson knows who is coming and which pieces to keep ready.
We already use the WhatsApp Business app for our store. Do we lose our chats?
No. Baat supports coexistence onboarding, so the store's number keeps working on the WhatsApp Business app and keeps its chat history while it is also connected to the API.
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Plans and pricing
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