Solution

E-commerce order care

Handle order questions and shipment updates on WhatsApp with inbox context and connector-aware automations.

Overview

The workflow

Shoppers message about orders on the channel they already use. Agents see contact history beside commerce events; automations can notify when integrations are enabled — without promising every storefront connects on day one.

Workflow

Order care loop

Connect the store when ready; support still runs through inbox either way.

Customer asks on WhatsApp

Thread opens in inbox with profile and prior campaign or order notes you store in CRM.

Agent resolves with context

Templates and internal notes keep handoffs clean across shifts.

Automate status updates

When Shopify or WooCommerce is connected, event-driven messages can supplement manual replies.

Capabilities

CRM capabilities involved

Shared inbox

Order support stays on the customer timeline with tags and templates.

Commerce workflows

Catalog-oriented tools when Meta commerce features are enabled.

Integrations

Shopify OAuth and WooCommerce webhooks feed events when connector flags are on.

Utility broadcasts

Template-based shipment or renewal reminders to opted-in buyers.

FAQ

Common questions

Does every store integrate automatically?

No. Shopify and WooCommerce connectors require workspace setup and feature flags. Order support still works through manual inbox replies without them.

Ready to put this to work?

Create a workspace to connect WhatsApp and run this use case with inbox, templates, and automation tools already in the product.

Create workspace