Solution
WhatsApp order notifications and updates
After placing an order, a customer wants to know three things: that it went through, when it has been dispatched and when it will arrive. Emails go unread and text messages get lost among promotions, so the customer rings or messages to ask. The support team then spends its day answering the same question about order status.
ChatFlow is a WhatsApp Business API platform. Order updates are sent as template messages on the channel customers already check, and the templates are managed in the same dashboard that handles replies. A customer who answers an update reaches a chatbot or an agent, not a number that cannot reply.
Order updates as approved templates
WhatsApp requires business-initiated messages to use templates it has approved. Template Message Management in ChatFlow is where you create and maintain templates for order confirmation, dispatch, delivery and similar updates, with placeholders for details such as the customer's name and order reference.
Opt-in comes before the first message
Customers must agree to receive updates from your business on WhatsApp before you send them. Collect that opt-in at checkout or at sign-up and keep a record of it. Broadcast Campaigns in ChatFlow can then send an approved template to a list of opted-in customers, such as a notice about a delay.
When the customer replies
People answer notifications with questions about timing, address changes or returns. The Chatbot Builder can respond to common ones, and Agent Live Chat brings in a person for the rest. Analytics and Reporting shows how notifications and conversations are performing, and CRM Sync keeps contact records aligned.
FAQ
Common questions
How do I send order updates on WhatsApp?
You need the WhatsApp Business API, an approved message template for each kind of update and the customer's opt-in. ChatFlow provides the API platform and the template management.
Do customers have to opt in to WhatsApp order notifications?
Yes. WhatsApp requires that customers agree to receive messages from your business before you send business-initiated messages, including order and delivery updates.
Can customers reply to a WhatsApp delivery notification?
Yes. Replies arrive in the ChatFlow dashboard, where a chatbot built in the Chatbot Builder or an agent on Agent Live Chat can answer.
Can ChatFlow connect to our order system?
ChatFlow lists CRM Sync among its features, and how updates are triggered from your particular order system is something we scope with you before you commit.