Commercial BroadNet answer

What is conversational commerce?

Last reviewed July 22, 20261 min readReviewed by BroadNet engineering

Quick answer

Conversational commerce is buying, selling, and supporting customers through messaging channels — WhatsApp, RCS, SMS, and chat — so product discovery, questions, checkout, and after-sales all happen in one continuous thread. It has grown quickly because customers increasingly prefer messaging a business over calling or navigating a website, and messaging's high open rates make it a reliable place to reach them. See /products/omnichannel.

Plain-language definitionVendor-neutralReviewed July 22, 2026

The long answer

Everything worth knowing, nothing that isn't.

§01

Where it happens

Primarily on WhatsApp and RCS for rich, branded interaction, with SMS as the universal reach layer. A single omnichannel platform lets a conversation move across channels without losing context. See /answers/what-is-omnichannel-messaging.

§02

The whole funnel in one thread

Discovery (catalogue and product cards), consideration (questions answered by bot or agent), purchase (in-thread checkout or payment link), and retention (order updates, reorders, support) all live in the same conversation.

§03

Why it converts

Messages are opened and read within minutes, the format is low-friction, and the persistent thread builds context and trust — so conversational journeys often convert better than one-way broadcasts or cold web sessions.

§04

How to start

Onboard through a WhatsApp BSP, get utility and marketing templates approved, connect a product catalogue, and orchestrate SMS/RCS fallback so every customer is reachable. See /answers/what-is-whatsapp-bsp and /products/whatsapp-business-api.

BNWritten by the BroadNet engineering team·Operating carrier-grade messaging since 2003, headquartered in Dubai·Editorial standards

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