Online stores mainly use WhatsApp to catch order questions and to inform customers proactively. You connect your store to the flow, let customers look up their order status, and automatically send a utility template with a tracking link when something ships. Returns and invoice questions get caught by the same menu.
Why it works in this industry
- Order questions are usually the largest category of incoming messages
- The answer is already in your store — so the flow fetches it itself
- Shipping updates in WhatsApp get opened more often than emails
- Return instructions in a list message save a lot of typing
Most-used flows
Example flow with ready-to-use message copy.
View →Example flow with ready-to-use message copy.
View →Example flow with ready-to-use message copy.
View →Integrations that fit
A flow only gets useful once it knows your own data. These are the integrations used most in this industry:
What it costs
€50 per month, unlimited flows and messages, no per-user fees. On top of that, Meta charges for each message it delivers. See pricing and what the API costs.
Frequently asked questions
Does this work with my e-commerce platform?
Any platform with an API or a webhook works. For Shopify, WooCommerce, and Lightspeed that's standard; otherwise you use Make or Zapier as a middle layer.
Am I allowed to send offers to my customers?
Only with explicit marketing opt-in, which you ask for separately at checkout. Order information counts as utility and is allowed with a regular opt-in.