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WhatsApp for e-commerce

Turn WhatsApp into your store's best sales and support channel

Confirm orders, recover carts, announce restocks and answer product questions where shoppers already spend their day, with approved templates, automation and a team inbox.

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What you can do for your store

Transactional updates

Order confirmed, packed, shipped and delivered messages from approved utility templates, triggered by your store through the API.

Campaigns to segments

Sale, festival and new-arrival broadcasts to opted-in customers, filtered by tags and custom fields, with delivery and read tracking.

Automated journeys

Cart recovery, review requests and win-back flows built visually, or generated from a plain-language description.

AI product assistant

Answers from your catalogue and policy documents, recommends products and hands over to a person when unsure.

Shared team inbox

Support and sales share one inbox with assignment, private notes and labels, so no customer waits unseen.

Leads and repeat buyers

Track enquiries through a pipeline and tag repeat buyers so you can reward them.

How a store goes live

  1. 1

    Connect

    Link your WhatsApp Business Account and phone number through Meta's Cloud API.

  2. 2

    Import and consent

    Upload customers by CSV with their opt-in evidence, and tag them (vip, repeat, cod).

  3. 3

    Template and flows

    Submit templates for order updates and offers, then switch on the flows below.

  4. 4

    Connect your store

    Send order events to the API or webhooks so messages fire on real activity.

7 e-commerce use cases, with example conversations

Each example shows the kind of conversation customers see and the flow behind it. Wording is illustrative; you write your own templates and replies.

1

Order confirmation and shipping updates

Every order

Keep shoppers informed from checkout to doorstep so they do not need to ask where their order is.

What you set up

  • Utility templates: order confirmed, shipped, out for delivery, delivered
  • Your store posts an order event to the API when status changes
  • Buttons: Track order and Need help

The flow behind it

  1. External event: order.shipped
  2. Send approved template
  3. Wait for response
  4. Match response
  5. Assign to agent

Result: Fewer "where is my order" chats, and the ones that remain reach an agent with context.

Example conversation
2

Abandoned cart recovery

Shoppers who left items in the cart

Nudge shoppers who stopped at checkout, with an easy way to ask a question instead of leaving.

What you set up

  • Marketing template with the cart link
  • Cart event from your store to the flow
  • Delay of a couple of hours before the reminder
  • Only opted-in contacts are messaged

The flow behind it

  1. External event: cart.abandoned
  2. Delay 2 hours
  3. Send approved template
  4. Wait for response
  5. Notify team

Result: Hesitant buyers get an answer in the same chat instead of dropping off.

Example conversation
3

Back-in-stock and restock alerts

Customers waiting for a product

Let shoppers opt in to a waitlist and tell them the moment an item returns.

What you set up

  • Tag contacts who ask for a product (waitlist-sku)
  • Restock template with the product link
  • Send to the tagged segment when stock returns

The flow behind it

  1. Keyword: notify me
  2. Add tag
  3. Send message
  4. External event: stock.restocked
  5. Send approved template

Result: Demand you would have lost is captured and converted.

Example conversation
4

Festival and sale campaigns

Opted-in customers by segment

Send the right offer to the right group, schedule it, and see how it performed.

What you set up

  • Segments such as vip, repeat buyers, first-time buyers
  • Marketing template per audience
  • Schedule for the best time, from the number you choose

The flow behind it

  1. Campaign reply
  2. Detect intent
  3. Send message
  4. Add tag
  5. Assign to agent

Result: Campaign replies become conversations your team can close.

Example conversation
5

AI product questions and recommendations

Shoppers browsing at any hour

An AI assistant answers from your catalogue and policies, and passes anything it cannot answer to a person.

What you set up

  • Knowledge base: catalogue, size guides, shipping and return policy
  • Guardrails and a confidence threshold
  • Escalation to your team when unsure

The flow behind it

  1. Incoming message
  2. Detect intent
  3. Recommend products
  4. If / else
  5. Escalate to human

Result: Questions get answered instantly, and uncertain ones reach a human rather than a guess.

Example conversation
6

Returns and refund requests

Customers with a problem

Collect the order number and reason up front so your team can resolve the request faster.

What you set up

  • Keyword trigger: return, refund, exchange
  • Questions for order number and reason
  • Assign to the support team and notify them

The flow behind it

  1. Keyword: return
  2. Ask a question
  3. Ask a question
  4. Assign to agent
  5. Notify team

Result: Agents start with the order number and reason already captured.

Example conversation
7

Post-delivery review and win-back

Customers a few days after delivery

Ask for feedback, send happy customers to review, and alert your team about unhappy ones.

What you set up

  • Delivered event from your store
  • Delay of a few days, then a feedback template
  • Sentiment check routes happy and unhappy replies differently

The flow behind it

  1. External event: order.delivered
  2. Delay 3 days
  3. Send approved template
  4. Classify sentiment
  5. Notify team

Result: Problems are caught early and happy customers are invited to share their experience.

Example conversation

Before and after

Without automation

  • Order status questions flood the inbox
  • Cart reminders are manual or missing
  • Offers go to everyone, whether they want them or not
  • Returns start with a long back-and-forth

With the platform

  • Updates sent automatically on real order events
  • Reminders go to opted-in shoppers at the right moment
  • Segments get relevant offers, with stop options respected
  • Returns arrive with order number and reason captured

Your setup checklist

  • Collect opt-in at checkout, on your website or at the store, and keep the evidence
  • Submit templates for each update and offer type
  • Tag customers and build segments (vip, repeat, cod)
  • Connect order events through the API or webhooks
  • Add an AI assistant on your catalogue and policies

Frequently asked questions

Do I need a developer to send order updates?

Your store needs to send an event or API call when an order changes. Platforms that can call webhooks can do this without custom code on our side.

Can I send offers to all my customers?

Only to customers who opted in to WhatsApp messages. Imports record consent with evidence, and opted-out contacts are never messaged.

Will AI answer everything?

No. The assistant answers from your own documents and hands over to your team when it is unsure.

Can several people handle support?

Yes. The shared inbox supports assignment, private notes, labels and number-level access.

What does a campaign cost?

Whatsent plans are separate from Meta's WhatsApp conversation charges, which Meta bills according to its pricing.

Bring your store onto WhatsApp

Start a free trial, connect your number and switch on your first order-update flow.

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