To upsell on WhatsApp without annoying customers, suggest one relevant add-on at the moment it helps, in plain words, and accept “no” gracefully. A good suggestion feels like service; a pushy one feels like a sales script.
This article covers when suggestions help, simple pairing rules, wording that does not push and how to check it works, with examples from food, retail and services. It is part of our guide to selling on WhatsApp in the UAE.
When a suggestion helps
An add-on suggestion helps when it solves a problem the customer has not thought of yet, or saves them a second order.
- Food: a family meal with no drinks, or a cake order with no candles.
- Retail: a phone with no case, or a dress that usually needs a matching belt.
- Services: a haircut booked where a treatment is often added, or an AC service where duct cleaning is due.
It does not help when the customer is in a hurry, has already said what they want, or is upset. A customer chasing a late delivery should not receive a dessert offer.
The right moments are usually just after the main item is chosen, or when the basket is confirmed, not at the start of the chat.
Pairing rules
Decide in advance which products go together. Simple, written rules work better than guesswork.
| If the customer chooses | Suggest | Why it fits |
|---|---|---|
| Birthday cake | Candles and a message plaque | Often forgotten, needed on the day |
| Burger meal for four | Large drinks bottle | Completes the meal |
| Running shoes | Sports socks | Low cost, high relevance |
| Deep cleaning, two-bedroom flat | Sofa shampoo | Same visit, no extra trip |
| Hair colour | Colour-care treatment | Directly related to the service |
Keep suggestions cheaper than the main item, closely related and in stock. Clear product descriptions make pairing easier, because the assistant can explain in one line why the add-on fits.
Wording that does not push
Tone matters as much as the product. Phrase suggestions as a question, give a reason and make “no” easy.
Wording that works:
“Would you like candles and a ‘Happy Birthday’ plaque with the cake? Many customers add them so everything is ready on the day.”
“Your family meal has no drinks yet. Shall I add a large bottle, or is the order complete?”
Wording to avoid:
- “Don’t miss out” and other pressure phrases.
- Claims you cannot back up, such as “everyone buys this”.
- Repeating the same suggestion after the customer declined.
- Long lists of products with prices in one message.
One suggestion, not five
One well-chosen suggestion per order is usually enough. Several suggestions in a row turn a quick order into a negotiation, and customers start to skim or leave.
- Pick the single most relevant add-on for the main item.
- If the customer says no, move on to confirming the order.
- If they say yes, do not immediately suggest another.
- Do not upsell on repeat orders where the customer says “same as last time”, unless something new is clearly relevant.
Some products are better left alone. Gifts with a fixed budget, medical or sensitive items and orders placed in a complaint thread should have no suggestions at all.
Checking it works
Measure both the gain and the cost:
- Take-up rate: of the orders where an add-on was suggested, how many accepted it.
- Average order value: compare orders with and without suggestions over the same period.
- Drop-off: did more customers leave the chat after the suggestion than before you started?
- Feedback: read a sample of chats each week. Any sign of irritation is a reason to soften the wording or narrow the rules.
If a pairing is rarely accepted, replace it. If customers often ask for an item you never suggest, add it as a pairing.
How Dub Ai helps
The AI WhatsApp sales agent recommends suitable products or services and suggests relevant add-ons while building the basket in the chat. It uses your catalogue and the pairing guidance you give it, keeps replies short and writes in the customer’s own language. You decide which products have suggestions and which do not, and the Dub Ai team adjusts the wording with you as you read the results.
Frequently asked questions
How often should the agent suggest add-ons?
Once per order is a sensible default. The suggestion should come after the main item is chosen or when the basket is confirmed, and it should be closely related to what the customer is buying. If the customer declines, the agent should move on. Review take-up and drop-off monthly and adjust if customers seem irritated.
Can upsells be turned off for some products?
Yes. You can tell the agent which products or categories should never carry suggestions, for example gifts with a set budget, sensitive items or services where an add-on needs professional advice first. You can also turn suggestions off during busy periods, when speed matters more than order value.