KENYA · GUIDE 0525 · EDITION 4.2
WhatsApp business catalogue setup in Kenya: Operations and Quality Checks
Deliver the agreed result consistently
Set up a catalogue around the merchant's actual product variants, order process, stock ownership, images, and account control, explaining which tasks still require manual merchant attention.
The operating sequence for this offer is:
- Confirm client ownership of the WhatsApp account, prepare verified product names, prices and photographs and agree which catalogue items are included.
- Configure a small approved catalogue, test product enquiries and quick replies and keep account recovery and customer data under owner control.
- Have the owner complete a practice edit and enquiry response, then hand over settings, access and maintenance responsibilities.
Put acceptance into the job record
Prices, item names and enquiry links work; customer data is not reused for marketing without authority.
Ask an unfamiliar tester to distinguish similar products, choose the intended variant, and send a usable order enquiry without relying on verbal instructions from the setup provider.
Inspect at the point where a correction is still possible, then again at handover. Record rejected or incomplete output separately from accepted output. A completed task is not automatically an accepted task, and an invoice does not establish that the customer received the right result.
Measure real capacity
Time preparation, the main operation, transport, cleaning, approvals and correction as applicable. The slowest stage determines how much you can promise. Where two orders need the same person, space or equipment at the same time, resolve the conflict before confirming both deadlines. An additional enquiry should not erase a commitment already made.
| Operating checkpoint | Evidence for this business |
|---|---|
| Before starting | Set up a catalogue around the merchant's actual product variants, order process, stock ownership, images, and account control, explaining which tasks still require manual merchant attention. |
| During delivery | Configure a small approved catalogue, test product enquiries and quick replies and keep account recovery and customer data under owner control. |
| At acceptance | Ask an unfamiliar tester to distinguish similar products, choose the intended variant, and send a usable order enquiry without relying on verbal instructions from the setup provider. |
| At the pilot review | Record product variants, image permissions, missing information, test enquiry results, merchant edits completed independently, account ownership confirmation, and questions that should shape the maintenance instructions supplied. |
Keep a correction and escalation rule
When inputs, access, specifications or customer instructions change, pause the affected work and confirm the effect on time and cost. Do not quietly lower the acceptance standard to avoid a delayed delivery. Keep rework caused by your error distinct from a customer-requested change of scope and agree the remedy clearly.
A catalogue can look complete while generating unusable enquiries because sizes share photographs, prices lack context, or the merchant cannot maintain entries after the handover session.
Retain the minimum records needed to investigate a complaint without disclosing unrelated personal information. Use measured delivery and actual acceptance as the basis for expanding capacity, rather than the maximum theoretical output of a tool or production line.
Operating control points for this exact offer
| Sequence | Work method | Release checkpoint |
|---|---|---|
| 1 | Ask owner to confirm the Business app, current catalogue availability and applicable commerce rules for these products. | Do not promise a feature based solely on a historical rollout announcement; check on the client's actual account before contracting publication. |
| 2 | Build twelve rows with unique code, title, capacity, unit quantity, approved price, availability wording and country-of-origin information where required. | The 300 ml image and price cannot be assigned to the 400 ml variant simply because the artwork matches. |
| 3 | Use a consistent crop and accurate colour, retaining any distinguishing handle or pattern detail. | Each item has an image of that actual variant and written permission for any third-party asset. |
| 4 | Guide the owner through current catalogue menus and use supported access methods. Save or submit the approved twelve entries and note any review/pending state. | Never mark a rejected or pending entry live; account recovery and payment credentials remain with the owner. |
| 5 | From a separate approved test contact, open the shared catalogue, inspect variants and send one fictional item enquiry. | Owner can identify the product code, correct a price and hide an unavailable item; test enquiry is cancelled without pretending it is a sale. |
Do not substitute a tick for an observation: record the count, measurement, approved sample or evidence reference used at each checkpoint. Mark unresolved work as held and identify who can approve the recheck.
Diagnose a failure before repeating it
| Observed symptom to investigate | Check the cause | Proposed response |
|---|---|---|
| Customer selects wrong capacity | Check title, product code and photo of both variants. | Make capacity explicit at the start of each title and correct the mismatched asset. |
| Item remains under review | Check current platform status and policy message. | Record it as pending and follow the official review route; do not create duplicates to evade review. |
| Owner changes price but old draft returns | Compare master version with published entry. | Update the dated master and remove obsolete drafts from the handover folder. |
These are diagnostic prompts, not proof of the cause in a real incident. Separate suspect output, record any correction and repeat the relevant acceptance check. Link rejected units, rework time, replacement materials, customer credits and collection delays to the actual job result.