WhatsApp for online stores: order updates people actually read
Email order confirmations go unopened; WhatsApp ones do not. Wire your store to send order, dispatch and delivery updates from your own number, run promotions to customers who already bought from you, and handle the "where is my parcel?" replies in a shared inbox instead of one person's phone.
- Order, dispatch and delivery messages sent by your own software through your own number
- From your store
- Delivery proof for every promotional message, exportable for a client or a colleague
- Per recipient
- Replies land in a shared inbox with assignment, labels and internal notes
- One inbox
A chi serve
Online stores whose support load is mostly order status, and whose marketing list is customers they already have.
Il dubbio che risolve
"My store software can't send WhatsApp." It can — through an API key you create, with signed requests and a webhook for the replies.
A typical store setup
Connect the number
Bring your existing WhatsApp Business number across; the app on the phone keeps working.
Get your templates approved
Order confirmed, dispatched, out for delivery. Variables bind to contact fields so one template covers every order.
Wire the store
Create an API key with just the permissions it needs, map the templates once, and test in the playground before you deploy.
Handle the replies
Point a bot at the common questions, and let the shared inbox and escalation queue take the rest.
The transactional half
Order updates are the messages customers actually want, which is why they get read. They go out from your own software through your own number, using templates Meta has approved, and every one carries a delivery status you can look up when a customer says they never heard from you.
- Send order, dispatch and delivery messages from your store or order system
- Templates with variables bound to contact fields, so one approved template covers every order
- A webhook for replies and delivery events, with a test button and a delivery log
- Message status lookup, so "did it arrive?" has an answer
- A visible failure log, so a broken integration is something you see rather than suspect
The marketing half
Promotions go to a list you own rather than an ad platform's audience. Import the customer spreadsheet you already have — the importer maps your columns and fixes the phone numbers — segment it into audiences like lapsed buyers or a festival list, and send with per-recipient delivery proof. Overlapping audiences are de-duplicated at send time, so nobody gets the same offer twice.
The support half
Most of what follows an order update is the same five questions. Point the bot at your returns policy and delivery times and it answers from those documents in the customer's own language; anything it should not answer becomes an escalation a person picks up in the same thread. Everything else lives in the shared inbox, with an owner and a status so two people do not reply to the same buyer.
Da sapere
Fin dove arriva questa funzione, detto chiaramente — così nulla qui ti sorprende dopo l'acquisto.
- Outside 24 hours of a customer's last message you need an approved template — including for order updates. That is WhatsApp's rule, not a platform choice.
- We add no recipient cap, but Meta's messaging tier for your number governs how many people you can reach in a day.
- Free-form media through the API needs an open 24-hour session with the recipient.
- There is no direct CRM or store connector here — you integrate through the API, or import contacts from a spreadsheet.
- Audiences are static lists; there is no rule that moves a customer into "lapsed" automatically.
Domande Frequenti
Can my store software send the messages?
Yes. Create an API key with only the permissions it needs, map your templates once, and test every call in the playground before you deploy.
Do I need approved templates for order updates?
Yes, whenever the message falls outside 24 hours of the customer's last reply — which order updates usually do. You build and submit them from the dashboard and get notified when Meta rules.
Can I recover abandoned carts?
You can send a template to customers who opted in, triggered by your own store logic. The platform sends what you ask it to; the decision about when lives in your store.
How do I know a delivery notification arrived?
Every message carries a status you can look up, and campaign sends carry sent, delivered, read or failed per recipient, exportable.
Can two people answer customer questions?
Yes — the shared inbox gives each teammate their own login, with assignment and status so nobody replies twice.
Put order updates where people read them
Connect your store, get your templates approved, and answer the replies as a team.
See plansLe funzioni che usa
Ognuna in dettaglio, compreso quello che non fa.
- Gestione APIChiavi API che controlli e puoi revocare, un webhook con pulsante di prova e registro delle consegne, una sandbox e frammenti di codice generati.
- Message TemplatesCreate approved templates, track their status, and personalise them from your contact data — without learning Meta's Business Manager.
- Invii massiviUn solo compositore, tutti i tipi di messaggio WhatsApp e la prova di consegna per ogni destinatario. Non è uno strumento «spara e spera».
- Casella condivisaOgni conversazione del numero collegato, con responsabile, stato, etichette e note interne. Un helpdesk, non uno specchio della chat.
- Chatbot IAUn agente IA che capisce il linguaggio naturale, risponde nella lingua del cliente e chiama una persona invece di tirare a indovinare.
Altri settori
La configurazione si assomiglia anche quando l'attività no.
- Restaurants & cafésA booking bot that runs during service, a Friday menu that sends itself, and an inbox nobody has to hold.
- Clinics & practicesReminders from your own booking system, a shared inbox with response targets, and clear rules about what automation is allowed to answer.
- Estate agentsA bot that asks the qualifying questions, listings sent as media, and an inbox that works from the car.
- Schools & institutesAdmission updates, fee reminders and announcements to segmented parent lists — with proof of who received them.