How to set up WhatsApp Business in Kenya

It is 9pm on a Tuesday. A buyer in Kilimani messages "Corner sofa still available? Delivery bei gani?" You are still on the road from Thika Road. By the time you reply at 10:30pm, they have already paid a deposit to another showroom. Most Kenyan sellers lose sales to slow replies — not bad products. Timi connects to the WhatsApp Business number you already use and answers repeat questions while you drive, pack, or serve walk-ins.

What you need before starting

You do not need a website, a new phone line, or a developer. Gather these before you open Settings:

• Your WhatsApp Business account — the WhatsApp Business app on your phone, or a number already linked on Meta Business Suite
• A written list of your top products, prices, delivery zones, and payment steps (till number, Paystack, or cash on delivery)
• About 5 minutes on a phone browser or laptop
• The Facebook login that manages your business on Meta (often the same account you use for Instagram or ads)

If customers message you on WhatsApp today, you can connect that same number through Meta. Timi works alongside the app on your phone — you do not migrate chats or buy a second SIM.

Step 1: Create your Timi account

Sign up at timi.co.ke/register. Enter your business name, email, and a password (at least 8 characters), then agree to Terms and Privacy. WhatsApp connects on the welcome checklist — not during registration. Use the Facebook account that owns your WhatsApp Business profile when you reach Settings → WhatsApp; if a staff member or agency manages Meta for you, they may need to approve the connection.

Step 2: Connect WhatsApp through Meta

In Settings → WhatsApp, click Connect and sign in with Facebook. Meta asks you to confirm the phone number — pick the one printed on your posters and Instagram bio, not a personal line you test with. Meta's WhatsApp Business Platform documentation covers what happens during OAuth if your agency manages the account.

After connection:

• You keep chatting on your phone as usual
• Timi replies from the same number when auto-reply is on
• New buyers who tap your public link land in the same inbox

Step 3: Add what you sell

Open Settings → Shop context (or the welcome checklist step). Add basics, then products — sync your WhatsApp / Meta Commerce catalog if you already have one, or paste a website, upload a document, paste text, or type products manually. This is the source Timi uses for first replies — not your Instagram caption from last week.

Include at minimum:

• Product names or SKUs buyers actually ask for
• Prices in KES (or honest ranges for custom work)
• Delivery areas and fees — Nairobi CBD vs Ruaka vs Thika often differ
• Payment steps — "Pay via till 123456, name TIMI SHOP"
• FAQs you answer ten times a day — returns, sizing, lead times

Buyers mix English, Swahili, and Sheng in one message. Timi matches their tone from this context. Clarity beats length: twenty well-written lines beat three pages of marketing copy. Short walkthroughs: shop context and WhatsApp catalog sync.

Step 4: Copy your WhatsApp link

From Feed, click Share link to copy your customer chat link. Put it in your Instagram bio, WhatsApp Status, Facebook page, and printed receipts. One link everywhere means one inbox to monitor.

For Meta ads, use Click-to-WhatsApp as the destination — not this organic link. Organic links are for bio, posters, and Status. Paid ads need Meta's native WhatsApp destination so Timi can attribute conversions. See the WhatsApp ads overview when you are ready to run campaigns.

Step 5: Test before you share widely

Message yourself from a friend's phone or a second device. Check that the first reply is accurate on:

• Price for the product they asked about
• Delivery fee to a real estate you serve
• Payment instructions

Fix anything wrong in shop context before you post the link on Instagram. A wrong price on a live Status post costs more than five extra minutes of testing.

Step 6: Subscribe when replies should go live

Timi lets you configure everything before billing starts. When the test chat looks right, subscribe so AI replies go live on inbound messages. You can still pause Timi on any single chat from Feed when you want to reply yourself.

Common setup mistakes

• Connecting a personal WhatsApp number instead of the business line customers know
• Leaving delivery fees or payment steps out of shop context — buyers ghost when totals surprise them
• Using your Feed chat link as a Meta ad destination — breaks attribution; use Click-to-WhatsApp
• Skipping the test message and discovering wrong prices after a campaign or Status drop
• Pasting vague prices ("affordable") instead of numbers buyers can decide on
• Sharing the link before business context is complete — Timi can only answer what you paste

Where to put your chat link first

If you are not sure where to start, this order works for most Kenyan SMEs:

1. Instagram bio — highest intent after a Reel or drop
2. WhatsApp Status — repeat customers and warm followers
3. Delivery receipts and packaging — captures buyers for the next order
4. Posters and market stalls — QR or short link on printed material

For a fuller overview of running a shop on WhatsApp in Kenya, read the WhatsApp Business pillar guide.

FAQ

Do I need a website? No. Instagram, WhatsApp Status, and your Timi chat link are enough for most Kenyan SMEs selling fashion, furniture, food, or services.

Will I lose my existing chats? No. Connecting through Meta keeps your number and chat history on your phone.

Can I keep using WhatsApp on my phone? Yes. Timi does not replace your app — it adds auto-reply on the same line.

Can I pause Timi on one chat? Yes. Open any conversation in Feed and take over manually. Timi stops on that thread until you turn it back on.

How long does setup take? About 5 minutes for account, Meta connection, shop context, and a test message. Most sellers refine context over the first week as real questions appear.

What should I paste first if I am overwhelmed? Start with your top five products, three delivery zones with fees, and how to pay. Expand as you see gaps in test chats.

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Written by the Timi Labs team. Timi helps Kenyan sellers automate WhatsApp sales and track Meta ad leads. Learn about us.