Should Facebook customers message me on Messenger or WhatsApp?

Facebook gives you both options. A page can show a Send Message button that opens Messenger, or a WhatsApp button that opens a chat with your business number. Many people use whichever is in front of them, so the first rule is that both must be answered. A buyer who asks "price?" on Messenger and hears nothing for a day has bought elsewhere, regardless of how good your WhatsApp service is.

WhatsApp is usually where the actual sale is easiest to finish. It is the app people in Pakistan keep open all day, so replies are seen faster. It handles voice notes, which many customers prefer to typing, and it is where people are used to sending JazzCash or Easypaisa screenshots, sharing a location pin for delivery, or receiving a catalogue. WhatsApp Business adds labels, quick replies and a catalogue, which help a shop track who is a new enquiry, who has paid and who is waiting for delivery. For a furniture shop or a clinic, having all customer conversations in one WhatsApp Business account is simply easier to manage.

Messenger has strengths too. It keeps the conversation inside Facebook, so it is easy for someone browsing Marketplace or the page to ask a quick question without sharing their number. Meta Business Suite brings Messenger and Instagram DMs into one inbox with saved replies and labels, which suits teams. A sensible set-up is: answer Messenger fast with a saved reply that covers the basic question, then offer to continue on WhatsApp for photos, details and ordering. On our Growth plans we handle that first reply and pass warm leads to your WhatsApp the same working day.