Applicable to Administrators and End Users on WhatsApp Business
A WhatsApp Business user who owns a business can manage a catalog of products, share them to customers, and manage orders. This topic explains the flow of sharing a product catalog, creating orders, accepting or declining them, and sharing order status on WhatsApp Business.
Order Management
A business owner creates and shares a catalog of products, each containing product details such as images or videos, description, and price, in a private chat or group chat. Product details appear as individual Product messages.
Note
When a user clicks Boost message, the user is redirected to Facebook advertising, which is not part of WhatsApp Cloud Capture.
A user who receives the Product messages, can:
View the products
Add products to a cart
Send an order request. An order request can include multiple products, each with different quantity.
When a user places an order, the Order Request message is a new message in the private chat between the user and the business owner. A private message is created even when the products were shared in a group.
After receiving an order, the business owner must provide prices and can accept or decline the order.
When a business owner accepts an order, an Order message is created.
When a business owner declines an order, an Order Declined message is created. The owner can also add a note to the declined order.
When the user confirms the order, an Order Confirmed message is created.
Important
Payment flow is not part of WhatsApp Cloud Capture support.
The business owner can update the status of the order and mark it as paid, resulting in Order Status messages and Order Payment Status messages respectively.
Note
Product images and videos are not currently archived with WhatsApp Cloud Capture.
Viewing Messages in the Archive
When order management messages are exported to the archive, all details related to the message are displayed.
Message | Details Displayed in the Archive Body | Displayed in the Archive |
|---|---|---|
Product Message | Catalog item: Item name: %PRODUCT_NAME% Item description: %PRODUCT_DESCRIPTION% (optional) Item price: PRODUCT_PRICE% (optional) Item link: %PRODUCT_LINK% (optional) Item code: %PRODUCT_CODE% (optional) |
|
Order Request Message | Order request with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% |
|
Order Message | Order ID: %ORDER_ID% Order total: %ORDER_TOTAL_PRICE% Order with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #1 price: %PRODUCT_1_PRICE% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #2 price: %PRODUCT_2_PRICE% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% Item #3 price: %PRODUCT_3_PRICE% | Order Message:
Reaction to an Order Message:
|
Order Confirmed Message | Order confirmed. Order ID: %ORDER_ID% Order total: %ORDER_TOTAL_PRICE% Order with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #1 price: %PRODUCT_1_PRICE% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #2 price: %PRODUCT_2_PRICE% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% Item #3 price: %PRODUCT_3_PRICE% |
|
Order Declined Message | Order request declined: %ORDER_DECLINED_NOTE% Order request message ID: %ORDER_REQUEST_MSG_ID% Order request with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% |
|
Order Status Message | Order status: %ORDER_STATUS% Order ID: %ORDER_ID% Order total: %ORDER_TOTAL_PRICE% Order with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #1 price: %PRODUCT_1_PRICE% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #2 price: %PRODUCT_2_PRICE% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% Item #3 price: %PRODUCT_3_PRICE% |
|
Order Payment Status Message | Order payment status: %ORDER_PAYMENT_STATUS% Order ID: %ORDER_ID% Order total: %ORDER_TOTAL_PRICE% Order with %ORDER_ITEM_COUNT% item(s): Item #1: %PRODUCT_1_NAME% Item #1 quantity: %PRODUCT_1_QUANTITY% Item #1 price: %PRODUCT_1_PRICE% Item #2: %PRODUCT_2_NAME% Item #2 quantity: %PRODUCT_2_QUANTITY% Item #2 price: %PRODUCT_2_PRICE% Item #3: %PRODUCT_3_NAME% Item #3 quantity: %PRODUCT_3_QUANTITY% Item #3 price: %PRODUCT_3_PRICE% |
|
