Articles on: Customer communication

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  • The token stopped working — Why: It expired or was revoked — Fix: Create a new permanent token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.



Updated on: 21/08/2026

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