How to Create a WhatsApp Poll, Step by Step, and How to Use It With Customers
To create a poll on WhatsApp, open a chat, tap the attach icon and choose Poll. You write the question, add up to 12 answer options and send. The votes appear in the chat itself.
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
Bernardo Villela · CEO, CertuAI
Want to see this working on your business's WhatsApp? Build your agent, no sign-up needed.
Summary in 7 facts
- To create a poll on WhatsApp, open a chat, tap the attach icon and choose Poll.
- You write the question, add up to 12 answer options and send.
- Want to see this working on your business's WhatsApp?
- The steps come from the WhatsApp Help Center (faq.whatsapp.com/796470361614974, checked on October 11, 2026), for the Android version.
- The question can be edited for up to 15 minutes after it is created.
- Tap and hold the poll and use the edit option.
- The Help Center presents the poll as a way to ask questions and get answers in real time in group chats.
By the numbers
| Number | What it means |
|---|---|
| 12 options | You write the question, add up to 12 answer options and send. |
| 255 characters | It can have up to 255 characters. |
| 100 characters | There can be up to 12, with up to 100 characters each. |
| 15 minutes | The question can be edited for up to 15 minutes after it is created. |
How do you create a poll on WhatsApp?
The steps come from the WhatsApp Help Center (faq.whatsapp.com/796470361614974, checked on October 11, 2026), for the Android version.
- Open a chat.
- Tap the attach icon and then Poll. The Help Center shows only the icon's design, which changes depending on the app version.
- Choose the poll settings.
- Write the question. It can have up to 255 characters.
- Write the answer options. There can be up to 12, with up to 100 characters each.
- If you want, drag the options to change the order.
- Send.
What are the settings of a poll?
- Allow multiple answers. It comes turned on. To let each person vote for only one option, turn it off.
- Hide voter names. Nobody sees which option each person voted for, not even you. The count still appears.
- End time. Voting closes at the time you choose.
The Help Center notes that the settings cannot be changed after the poll is created. To change them, delete it and create another.
Want to know how many hours customer service eats up per month? Work out the hours.
Can you edit or delete a poll?
The question can be edited for up to 15 minutes after it is created. Tap and hold the poll and use the edit option. To delete, tap and hold the question and choose delete.
To see who voted and how many votes each option received, open the chat and tap View votes.
How do you use polls with customers?
The Help Center presents the poll as a way to ask questions and get answers in real time in group chats. For a business, it works well in a group of customers or students:
- Pick a date or time. Which day works best for the class.
- Decide what to offer. Which flavor, which color or which product comes back in stock.
- Measure satisfaction. A single question, with three or four options.
- Confirm attendance. I'm going, I'm not going, I don't know yet.
To rate one-on-one customer service, a direct message usually works better. The templates are in satisfaction survey and rating message.
Read also
Frequently asked questions
- How do you make a poll on WhatsApp?
- Open a chat, tap the attach icon and then Poll. Write the question, add the answer options and send.
- How many options fit in a WhatsApp poll?
- Up to 12 options, with up to 100 characters each. The question can have up to 255 characters.
- Can you see who voted in a WhatsApp poll?
- Yes, by tapping View votes, unless the creator turned on the option to hide voter names.
- Can you edit a poll after it is sent?
- Only the question, for up to 15 minutes after it is created. The settings do not change: to change them, you have to delete the poll and create another.
Keep reading
In short
To create a poll on WhatsApp, open a chat, tap the attach icon and choose Poll. You write the question, add up to 12 answer options and send. The votes appear in the chat itself.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
