Sell and support on WhatsApp

Recover carts, answer questions, and keep orders moving in one conversation.

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Why WhatsApp + BuyScout®

WhatsApp keeps product questions, timely follow-up, cart recovery, and order help in a familiar two-way thread—backed by the same Shopify context that powers BuyScout® on your storefront.

Meet shoppers where they already message

Bring product and order questions into a familiar thread—no new support surface to learn.

Turn follow-up into conversation

When a shopper replies, a cart, launch, restock, or order message becomes a live exchange.

Keep the shopping context together

Carry product, variant, checkout, and customer context into the thread and any human handoff.

Sources: Meta, Q1 2025 earnings call (2025) · Meta, Business Agent announcement (2026)

What BuyScout® does on WhatsApp

BuyScout® can keep WhatsApp Business conversations grounded in relevant Shopify context as shoppers move between messaging and the store.

01 Bring an abandoned cart back to life Send a cart reminder with checkout context, then resolve the question that stopped the purchase.
02 Turn a restock alert into a guided sale Let a product alert become a useful two-way conversation.
03 Convert Click-to-WhatsApp ad intent Carry the ad context forward, ask one useful question, and share the most relevant purchase path.

Human handoff and unified inbox

BuyScout® sends the full thread, related products, cart or order context, and unresolved question to the unified inbox, then pauses while a teammate owns the conversation.

Unified inbox Every conversation in one queue

How BuyScout® starts helping

1. Connect WhatsApp Business
   Connect your WhatsApp Business Account and business phone number to BuyScout®.
2. Reads your store automatically
   BuyScout® uses the Shopify products, store pages, policies, availability, cart, and order context already connected for website chat.
3. Use your existing AI Store Agent settings
   BuyScout® applies the same store knowledge, AI behavior, handoff, and store-action settings used by website chat. No separate WhatsApp behavior setup is required.
4. Optional testing
   Merchants can send a test WhatsApp message to confirm the connection and handoff path before sharing the channel with shoppers.

Where WhatsApp has limits

• Business-initiated messages must meet WhatsApp's requirements. BuyScout® checks whether a message can be sent, uses an approved template to start a conversation or send outside WhatsApp's 24-hour customer-service window, and respects opt-out requests.
• WhatsApp controls template approval. WhatsApp can review, approve, pause, or reject message templates. BuyScout® uses only templates that WhatsApp has approved and surfaces their current status to the merchant.
• Private actions require proof. BuyScout® reveals private order or account information only after secure verification and asks for confirmation before an eligible consequential action.
• Exceptions reach a teammate. Policy exceptions, disputes, safety concerns, and requests without reliable store evidence move to a person with the conversation context attached.

Frequently asked questions

What happens when a shopper replies to a WhatsApp cart-recovery message?
BuyScout® continues the conversation with the saved cart and checkout context, answers follow-up questions, and helps the shopper return to checkout.

What happens when a shopper replies to a cart, restock, or campaign message?
The shopper's reply opens or refreshes WhatsApp's 24-hour customer-service window. BuyScout® continues with the relevant product, cart, or campaign context, answers the question, and guides the thread toward checkout or handoff.

Can a WhatsApp number alone unlock private order details?
No. BuyScout® requires an authenticated customer flow or secure one-time verification before showing private order details or performing an eligible change. Channel identity alone is not proof of order ownership.

When does a WhatsApp message require an approved template?
An approved template is required to start a business-initiated conversation or send after WhatsApp's 24-hour customer-service window has closed. While that window is open, BuyScout® can send the ordinary replies WhatsApp permits.

What if a Click-to-WhatsApp ad does not identify the product clearly?
BuyScout® uses the referral and ad context Meta provides, plus any configured campaign mapping. If that context is incomplete, it asks a focused question before recommending a product or checkout path.

What information reaches my team when they take over?
A teammate can see the WhatsApp thread and its relevant shopping context in the unified inbox, then reply in the same conversation while BuyScout® pauses.