# Sell and support on WhatsApp Recover carts, answer questions, and keep orders moving in one conversation. [Get started free](https://apps.shopify.com/buyscout) [Book a demo](/content/demo/index.html) GDPR & AI Act compliant 5.0 on 4.8 on 5.0 on ## 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](https://s21.q4cdn.com/399680738/files/doc_financials/2025/q1/Transcripts/META-Q1-2025-Earnings-Call-Transcript-1.pdf) (2025) · [Meta, Business Agent announcement](https://about.fb.com/news/2026/06/meta-business-agent/) (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.