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# Send WhatsApp updates

Account Editor can send order messages over WhatsApp, as well as by email. Set it up under **Features → Integrations → WhatsApp**. It covers two events: **Order placed** and **Order cancellation**. You need a Meta WhatsApp Business account and a template Meta has approved.

## Before you start

This is the most involved integration in the app. You need:

* A **Meta WhatsApp Business** account
* A **Phone number ID** and **WABA ID** from Meta
* A **permanent access token** with WhatsApp messaging permission
* At least one message template **approved by Meta**

**Meta has to approve your template before anything sends.** That takes time, and templates do get rejected. Start there.

## Set it up

1. Go to **Features → Integrations** and open **WhatsApp**.
2. Work through the setup checklist: service ready, account connected, channel enabled, template approved.
3. Enter your **Phone number ID**, **WABA ID** and **access token**.
4. Turn on the channel.
5. For each event, pick your Meta template and language.
6. Map the variables.
7. Save.

## The two events

* **Order placed** — Order confirmation, with an optional order-details button
* **Order cancellation** — Cancellation confirmation, with an order-details button

## Variables you can map

Your Meta template has numbered slots. Map each one to a value:

* **Order name** — #1001
* **Customer first name** — —
* **Customer full name** — —
* **Order total** — —
* **Currency** — —
* **Item count** — —
* **Edit window** — 60 minutes

**Edit window is the useful one.** A WhatsApp message saying how long they have to change the order gets read. An email often does not.

Check the message preview before you save.

## Good to know

**Template status matters most.** Each one shows **Approved**, **Pending** or **Rejected**. Nothing sends until it is approved.

**Only two events are covered.** Order placed, and order cancellation. The rest stay on email.

**People read WhatsApp. They often ignore email.** For anything with a deadline, like the editing window, that gap is the whole point.

**Meta charges for messages.** That is between you and Meta. It is not part of your Account Editor plan.

## Troubleshooting

* **Nothing sends** — Why: The template is not approved — Fix: Check its status — Pending and Rejected both block sending
* **The connection fails** — Why: Wrong Phone number ID, WABA ID or token — Fix: Re-copy them from Meta
* **The token stopped working** — Why: It expired or was revoked — Fix: Create a new permanent token
* **Messages have gaps in them** — Why: Variables are not mapped — Fix: Map each numbered slot
* **Only some customers get them** — Why: They have no phone number, or have not opted in — Fix: WhatsApp needs both
* **The wrong language is used** — Why: The template language is set per event — Fix: Check each event

## FAQ

### What do I need before starting?

A Meta WhatsApp Business account. A phone number ID, a WABA ID and a permanent token. And an approved template. Approval is the slow part.

### Which messages can it send?

Order placed and order cancellation. Only those two.

### Does it replace my emails?

No. Email settings are separate, and keep working unless you turn them off.

### Why is nothing sending?

Almost always the template. Pending and Rejected both block it.

### Does WhatsApp cost extra?

Meta charges for messages. That is separate from your Account Editor plan.

## Related articles

* [Set up your customer emails](/en/article/set-up-your-customer-emails-r30ots/)
* [Connect Klaviyo](/en/article/connect-klaviyo-1rjua9o/)
* [Let customers cancel an order](/en/article/let-customers-cancel-an-order-1dvl1vq/)
* [Let customers message you from their order](/en/article/let-customers-message-you-from-their-order-1x7atii/)