previous icon Back to blog
Feb 05, 2024
4 minutes read

Drive engagement and increase conversion with WhatsApp Carousel

With two billion daily active users globally and ten million downloads annually in the UK, WhatsApp is one of the most popular messaging channels. The WhatsApp Business Platform enables businesses to utilise this channel to connect with customers. It offers a variety of powerful engagement tools to enhance customer communication and boost sales. And now, WhatsApp has added another innovative feature: WhatsApp Carousel.

What is WhatsApp Carousel?

WhatsApp Carousel offers WhatsApp Business Platform users a new way to market products directly in the conversation with the customer. With WhatsApp Carousel businesses can display products or services in up to ten customisable cards on a horizontal-scroll carousel, use eye-catching visuals and add convenient CTA buttons and links, all in one conversation. This provides an ideal setup for browsing customers to discover products easily and quickly, while delivering a richer experience that will, in turn, drive engagement and increase conversion.

Carousel WhatsAppUse cases for WhatsApp Carousel

Alerts and updates

Notify customers about updates to existing services or new products. In retail, for example, WhatsApp Carousel can introduce a new clothing range or a collaboration with another brand. In travel, WhatsApp Carousel can highlight new holiday destinations or packages. Use this feature to reach out to customers who have shown interest in or purchased similar products or services.

Deals and promotions

Share offers and promotions with customers ahead of significant sales events or annual promotions. In retail, this could be Black Friday, Cyber Monday or the holiday season. In the events industry, this could be for upcoming events or early bird tickets. Tailor these promotions to individual customers, providing personalised discounts on frequently purchased items or exclusive deals for loyal customers.

Notifications and reminders

Send notifications or reminders. In travel, WhatsApp Carousel can remind customers to book day trips or restaurant reservations. In retail, WhatsApp Carousel can alert customers of back-in-stock items or share abandoned cart reminders. Drive these sales forward by including a one-time discount for customers.

Customer service

Help customers troubleshoot queries and offer step-by-step guides with videos or images for common issues. Across all industries, WhatsApp Carousel can provide answers to frequently asked questions with links to information pages or the help desk to enhance customer service.

How to set up WhatsApp Carousel?

WhatsApp Carousel can be set up via a recognised WhatsApp Business Solution Provider, such as Our Business Messaging API enables businesses to connect to WhatsApp and implement the WhatsApp Carousel feature and other WhatsApp templates.

Once the message template has been set up, businesses can start building WhatsApp Carousel messages as follows:

  1. Message Bubble: This is the first message a customer will see so it is important to make it clear why they're receiving the message and refer to what, i.e. a product, will be shown in the carousel.

  2. Card Header: This is the image or video that will be shown, whether a picture of a new product or a video demonstration of how to use a service. This creates a rich, visual customer experience.

  3. Card Body: This is the copy, i.e. product or service details, about each individual item listed. This is shown under the Card Header.

  4. Card Buttons: These are the Call-to-Action (CTA) buttons that make it quick and easy for customers to make a purchase, examples include [Buy Now] or [See More]. Each card can support up to two buttons.

It should be noted that while the WhatsApp Business Platform is available via both an On-Premise API and a Cloud API, the WhatsApp Carousel feature is only available via a Cloud API.

Sign up for the WhatsApp Business Platform with

Are you looking to provide customers with a rich, visual experience via WhatsApp? Sign up for WhatsApp Business Platform today and benefit from all the engagement tools, including WhatsApp Carousel, that WhatsApp Business has to offer. Reach out and speak to one of our experts.

Discuss the possibilities of WhatsApp for your business with

Was this article interesting?
Share it!
Christel Brouwers
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.

Related articles

WhatsApp Pay
Jun 24, 2024 • WhatsApp

How to get the WhatsApp Business verification badge

The WhatsApp Business verification badge, also known as the green tick, is the official badge for Meta verified business accounts. It helps users to distinguish between authentic businesses and fake accounts. Many users place high value on the green tick and brands sporting this badge will see a positive impact on their business. But how can your business apply for the verification badge? Read all about it below.

Unified Messaging With RCS on iOS
May 27, 2024 • Instant Messaging

Unified messaging with RCS on Apple's iOS

RCS (Rich Communication Services) is a rising star among conversational channels. It combines the reliability of SMS with the added benefits of rich media and interactive features from modern messaging apps. Yet, its only hiccup was that RCS didn't have the same reach without support from Apple's iOS. Well, until now, Apple has now confirmed it will support RCS in iOS 18.

May 13, 2024 •

Happy clients, happy agents: the platform effect in customer service

As a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.

May 06, 2024 • SMS

SMS templates to streamline customer service

Using SMS for customer service enables service agents to connect with your customers and using templates not only saves time but also lets agents create personalised, on-brand communications with just a few clicks. In this blog, we’ll share SMS customer service templates you can use to give your customers the information they need — fast.

WhatsApp New Policy
Apr 15, 2024 • WhatsApp

Create quality customer engagement with WhatsApp Templates

We all want to get our brand messages out there. We want to engage with our customers, raise brand awareness and connect with our target audience. But how? Provide meaningful and relevant customer experiences to help grow your business and safeguard the way you communicate with both customers and potential customers with WhatsApp. In this blog, we'll explore how to create quality customer engagement with the WhatsApp Business Platform.

SMS Customer Service
Mar 25, 2024 • SMS

How to effectively use SMS for late payments

Organisations face a significant challenge in effectively managing overdue payments and cash flow in a positive light with customers. To collect payments while keeping relationships intact and increasing engagement, SMS has emerged as a powerful, efficient and convenient tool for both businesses and customers. In this blog, we’ll explore how to effectively use SMS for late payments, highlighting its benefits and best practices.

Mar 11, 2024 • SMS

How to create a successful eCommerce strategy with SMS

Every successful eCommerce strategy should aim to optimise customer communication across the entire buying journey. Why? The customer buying journey isn't limited to the point of sale alone. It encompasses everything leading up to purchase and everything afterwards. So, businesses need to engage and assist customers during the pre-sale, purchase and post-purchase stages - via a channel available to all - to create a successful eCommerce strategy.

Mar 04, 2024 • SMS

How popular is SMS in 2024? And how can it add value to your business?

While SMS is one of the oldest messaging services, the rise of instant messaging channels made a dent in its traffic. Why? Compared to the newer channels with rich features, SMS is relatively basic in its features, with plain text messages and a character limit of 160. Yet in customer communication, basic is often effective. So much so, that SMS is still one of the most impactful communication channels today. But how can it add value to your business? In this blog, we explore the popularity and key use cases of this ever-lasting channel.

Feb 26, 2024 • WhatsApp

10 ways to optimise the customer experience with WhatsApp Business

WhatsApp dominates the messaging landscape in the United Kingdom, securing its position as the top messaging channel. According to Statista, WhatsApp stood out as the most used messaging channel in the UK in 2023.

Is this region a better fit for you?
close icon