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WhatsApp Integration

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Service Request ID: WHTSAPP-INTG

Overview​

WhatsApp integration helps businesses communicate with customers using the WhatsApp Business API. There are two main types of messages you can send: Session Messages and Template Messages.

Session Messages​

What is a Session Message?

A Session Message is any message sent within 24 hours after the customer sends you a message. During this 24-hour window, you can freely reply with any content, including text, images, or attachments.

Key Points:

  • No need for WhatsApp approval.
  • Can be used for customer support, sales, or general inquiries.
  • Unlimited messages allowed within the 24-hour session window.
  • Starts fresh every time the customer sends a new message.

Example:

Customer: "What time do you open today?" Business: "We are open from 10 AM to 8 PM today."

Template Messages​

What is a Template Message?

A Template Message is a pre-approved message you can send to a customer after 24 hours have passed since their last message. You need to use templates to start or restart conversations outside the 24-hour window.

Why Use Template Messages?

WhatsApp wants to prevent spam, so it only allows businesses to message customers after 24 hours if they use approved message formats (templates).

How It Works:

  • You write a message template (e.g., "Hi (1), your order (2) is ready.")
  • Submit it to WhatsApp for approval.
  • Once approved, you can use it to send messages by replacing variables like (1) and (2) with real information.

Example:

Template: "Hi (1), your package (2) will arrive on (3)."

When sent: "Hi Sarah, your package #56789 will arrive on May 20."

Common Uses:

  • Order confirmations
  • Delivery updates
  • Payment alerts
  • Promotional messages

Sending Order Alert Messages to Sellers​

Purpose:​

In our system, we use WhatsApp to automatically send order alert messages to sellers whenever a new order is placed by a customer.

How it works:​

  • When a customer places an order on the storefront, a Template Message is triggered.
  • This message is sent to the seller’s WhatsApp number, alerting them about the new order.
  • The message contains key order details like order ID, customer name, and total amount.

Example Message Template:​

📦 New Order Alert! Order ID: (1) Customer Name: (2) Total Amount: ₹(3) Please process the order at the earliest.

When sent:

📦 New Order Alert! Order ID: #45678 Customer Name: Anjali Sharma Total Amount: ₹1,250 Please process the order at the earliest.

Benefits:​

  • Sellers get real-time updates on WhatsApp.
  • Faster order processing.
  • Reduced chances of missing an order.