When it comes to WhatsApp marketing, one question always pops up:
Should I send Broadcasts or build real Conversations?
Let’s break it down in more detail.
What is a WhatsApp Broadcast?
A Broadcast is when a business sends the same message to multiple users at once. It’s similar to a newsletter or bulk SMS.
Broadcasts are best used for:
- Announcing a new product launch
- Promoting a limited-time sale or discount
- Sending out event invitations or reminders
- Sharing urgent service updates
The advantage of broadcasts is their reach and speed. You can inform thousands of people at once. However, they have some limitations:
- Messages only go to users who’ve saved your number
- Repeated mass messages can feel spammy
- If your message isn’t personalized or relevant, people may ignore, mute, or even block you
✅ Good for: Mass updates and time-sensitive alerts that don’t require replies
❌ Bad for: Building engagement, collecting feedback, or starting meaningful interactions
What is a WhatsApp Conversation?
A Conversation on WhatsApp is a two-way exchange where users interact, ask questions, and receive personalized replies. This interaction could be manual (human agents) or automated (chatbots).
Conversations are powerful for:
- Generating and qualifying leads
- Giving tailored product recommendations
- Providing customer support and solving issues
- Onboarding and guiding new customers
Conversations build relationships and trust, making customers feel heard and valued. They also offer valuable insights into customer preferences, pain points, and interests.
✅ Good for: Driving engagement, increasing conversion rates, and building long-term customer relationships
❌ Bad for: One-off announcements or large-scale awareness campaigns
What the Data Says
From Digiwah’s experience managing over 15 lakh WhatsApp conversations across industries:
- Broadcasts typically receive a 10–20% reply rate, depending on message timing and content relevance
- Conversations through chatbots or live agents consistently deliver 60–70% reply rates
- Customers are more likely to engage with businesses that offer real-time, two-way communication
In short: people prefer to talk, not just be talked at.
So What Should You Use?
Both Broadcasts and Conversations have their place in a smart WhatsApp marketing strategy.
Here’s how to use them effectively:
Use Broadcasts to:
- Share news or alerts quickly
- Re-engage cold leads with offers
- Reach a wide audience in seconds
Use Conversations to:
- Answer queries in real-time
- Guide users toward a purchase
- Solve problems and offer support
Best Strategy: Mix Both
- Start with a targeted broadcast
- Lead users into a conversation using quick reply buttons like “View More,” “Get Help,” or “Book Now”
This hybrid approach grabs attention and nurtures action.
Final Thoughts
WhatsApp isn’t just another platform—it’s where customers expect businesses to be responsive, helpful, and human.
If you rely only on broadcasts, you may reach people—but won’t always engage them. Conversations, on the other hand, help you turn attention into action.
At Digiwah, we help brands move beyond bulk messaging and build WhatsApp journeys that convert.
Ready to switch from spamming to smart engagement?
👉 Schedule a Meet with us to discuss your specific requirements and explore customised solutions.
👉 Download our Free eBook on our Website at to learn more about WhatsApp automation and how it can transform your business operations.
