WhatsAppCommerce

Turn product questions into purchases.

Help customers discover a product, choose the right option and continue to checkout. Keep the conversation connected to stock, orders and the people who can help.

Plan WhatsApp commerce Read the commerce guide

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Example product journey. Checkout options depend on your market and provider.

Discovery with context

Show the product that answers the question.

Use a useful image, concise description and relevant product choice. Bring the details customers need into the conversation without making them browse an entire catalog.

Match the recommendation

Use the customer’s stated needs and permitted context. Keep availability, variants and delivery information aligned with the commerce system.

Let customers compare and ask

Give the customer a clear way to inspect an option or ask for help before committing to a purchase.

Ivory stoneware vase in a home setting — The right product, with the right detailsExample

A connected checkout

Keep the promise from message to purchase.

Connect product choices to the appropriate cart, checkout or supported payment experience. Carry the relevant item and journey identity across the transition.

Respect market availability

Payment experiences depend on the market, provider and business setup. Offer a suitable hosted checkout when the required native option does not apply.

Confirm payment from its owner

Use the payment or order system’s result. A tapped button or submitted form does not establish a successful payment.

After the order

Keep helping when the purchase is complete.

Send eligible order and delivery updates, answer a product question and handle a return through the same recognizable business identity.

Use the right message category

Separate promotional recommendations from useful transaction updates. Keep permission, template category and timing aligned with the actual message.

Join the result to the journey

Connect the confirmed order to the originating campaign or conversation. Keep refunds and cancellations visible when evaluating value.

WhatsApp commerce questions

Can every customer pay inside WhatsApp?

Payment options vary by market, provider and business eligibility. Design the appropriate supported experience and keep a useful hosted-checkout path where needed.

Does a product click count as a purchase?

No. A click indicates interest. Record the order or successful payment in the system responsible for the transaction.

Can AI help customers choose a product?

Use approved product knowledge and current availability. Keep recommendations relevant and allow a person to take over when the customer needs specialist advice.

What owns refunds and order changes?

Your commerce and payment systems remain responsible for those actions. The conversation should reflect their confirmed result.

Connect the complete journey

WhatsApp commerce guideFollow the setup, operating decisions and verification steps.WhatsApp marketingCreate relevant campaigns and help customers respond.WhatsApp FlowsLet customers book, choose and share details inside WhatsApp.WhatsApp conversationsBring customer context, AI and your team into one conversation.WhatsApp resource libraryExplore implementation guides, explained answers and comparisons.WhatsApp platformExplore the connected product and choose the next capability.

Related resources

Continue with the documentation, guides and examples for this topic. Resources are in English.

Watch the guideConnecting WhatsApp to Bird: from buying a number to a live channel Implementation guideSending WhatsApp messages Understand the conceptWhat is the 24-hour customer service window on WhatsApp?Use the toolWhatsApp message builder

Try the practice and get an implementation brief

Connect the product choice to the confirmed order.

Bring your catalog, checkout and service workflow. Plan the WhatsApp experience around what your store can fulfill.