Order confirmation combines a store connection, WhatsApp setup, and a workflow. Prepare each part and verify confirmation, rejection, and no-response outcomes before enabling it for new orders. Configuration appears when supported for your account and store provider.
Before activation
| Requirement | Check |
|---|---|
| Store connection | The correct connected store and a permitted order for verification. |
| Sending inbox | A WhatsApp Business Platform inbox in the same workspace. |
| Templates | Approved confirmation and reminder templates in the required language, with confirm and cancel quick-reply buttons as required by the configuration wizard. |
| Consent | Appropriate recorded consent and no opt-out; a phone number on an order is not enough. |
| Follow-up | A responsible team for rejection or timeout and suitable reminder and waiting times. |
Configuration steps
- 1
Open confirmation setup
From the store integration, open order-confirmation setup when available and choose the WhatsApp inbox and follow-up team.
- 2
Map the templates
Choose approved templates and map variables, such as order reference, to permitted real data.
- 3
Review timing
Set reminder and timeout values appropriate for your fulfillment process.
- 4
Test the outcomes
Check confirmation, rejection, and no response, including team assignment. Orders marked as test orders may be skipped; inspect the skip reason before diagnosing a connection failure.
- 5
Enable after review
Check execution records, messages, and outcomes, then enable only the intended workflow and monitor the first orders.
Understand the result
A workflow can record an internal state, label, and note in Message Pro and route rejection or timeout to a team. A customer rejection does not automatically cancel an order or issue a refund in the store. Review the store dashboard and perform the approved business action there.
WhatsApp usage policyTroubleshoot integrationsEnd-to-end example
- 1
Define inputs
A connected store, eligible order, matched contact, suitable consent, and a confirmation template in the correct language.
- 2
Review the customer view
Check template text, variables, and confirm/cancel buttons. Use actual order values and keep promotions out of the service notice.
- 3
Test confirmation
In a permitted scenario, verify the received reply, internal result, and intended label or note.
- 4
Test rejection and timeout
Check follow-up team assignment and reminder content/timing. A timeout does not mean the customer rejected the order.
- 5
Review store and chat
Compare the Message Pro result with the store. Complete any commercial cancellation/change through its approved process, then document the outcome for the agent.
AI and human responsibilities
An agent with the commerce skill can read available details to explain an order, while a human reviews the context in the conversation. Assign one sender for confirmation; do not run competing AI and workflow confirmations for the same order. Hand over refund or address-change requests that the integration cannot perform.