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Order updates, product questions and support in one chat
Confirm orders, share delivery updates, answer product questions and handle returns on WhatsApp, with your store's own system sending the messages through our API.
Updates sent the moment an order changes
Your store already knows when an order is placed, packed, shipped and delivered. Through the developer API, your system can send an approved Utility template at each of those steps, with the order number and item details filled in. Delivery webhooks tell your system whether each message arrived.
- Order confirmed, with a button to view the order
- Out for delivery, with a button to call the courier desk
- Delivered, with a quick reply to report a problem
A chatbot for the questions before buying
Is this in stock in my size? Do you deliver to my town? How do returns work? A Flow Builder chatbot can answer with menus, and an API request step can check your own system for live answers such as stock or order status. When the question needs a person, the chat moves to your team with everything the customer already said.
Offers to customers who opted in
Use attributes and tags to build segments, such as customers who bought in the last month or who asked about a product category, and send a Marketing template with an image header and a link button. Each campaign shows sent, delivered, read, replied and failed.
Returns and complaints without the email chain
A WhatsApp Flows form can collect the order number, the reason for return and the preferred resolution in a few screens. The answers save to the contact, and the case goes to the shared inbox for someone to approve.
Questions people ask
Can my store platform send WhatsApp messages automatically?
Yes, if it can call an API. Your developer sends approved templates with an API key and receives delivery and inbound messages through webhooks.
Are order updates charged as marketing?
Order and delivery updates are normally Utility templates, which Meta prices separately from Marketing. Meta decides the category when it reviews the template.
Can I send a message to someone who left the site without buying?
Only if they opted in to WhatsApp messages from you, and only with an approved template.
Can several people handle customer chats?
Yes. The shared inbox lets you assign, transfer and resolve chats, and agents can reply from the web or the Android app.
Can I also send order emails?
Yes. Send from your own domain with templates, and see opens, clicks and bounces for each message.
Keep reading
Developer API
Send WhatsApp templates and messages, SMS and email from your own code with an API key, and receive delivery and inbound message events by webhook.
Read more FeatureWhatsApp chatbot
Build WhatsApp chatbots on a visual canvas with buttons, lists, questions, conditions and API calls, then run the real flow in Test Flow before it goes live.
Read more ProductWhatsApp marketing
Send offers, launches and reminders on WhatsApp to customers who opted in. Approved templates, segments, scheduling and honest per-campaign results.
Read more FeatureTeam inbox
One shared inbox for every WhatsApp conversation. Assign, transfer and resolve chats, see the 24-hour reply window, and answer from the web or the Android app.
Read moreStart with your own number today
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