A customer asks
A customer messages your business about a product or an upcoming show.
Customer conversations, connected to your Shopify products.
Use a connected WhatsApp Business number to manage conversations and share product or show links. Answer questions and give customers a clear route back to your store.
Connect your business number
Connect a supported WhatsApp Business number in your social channel settings. Check connection health before using the inbox or sending messages.
This connection is separate from Shopify customer accounts and email subscriptions. A customer taking part in a show does not automatically join a WhatsApp list.
Manage the conversation
Use the WhatsApp inbox to find conversations and review customer messages. Reply with the information the customer needs to choose a product or join a show.
The available send actions depend on the connection, conversation state and supported message type. Check the result of the message before assuming the customer received it.
Share a product or an upcoming show
Use the product and show sharing tools to send customers relevant links. A product question can lead to a product page; an event question can lead to the storefront show.
Customers follow the link to your Shopify store. WhatsApp supports the conversation. The storefront handles live participation, and Shopify checkout handles payment.
Use approved templates for supported messages
The app provides WhatsApp template tools. Choose an approved, supported template and fill in its required values before sending.
The app checks the customer-service reply window. When a normal reply is unavailable, use an eligible approved template if the connection and messaging permissions allow it. Approval alone does not make every customer an eligible recipient.
WhatsApp groups
Where group tools are enabled for your connection, create a WhatsApp group and share its invite link. Set a subject and description so customers know what the group is for.
Manage participants and join requests, with approval required when configured. Invite customers to join by choice. A group gives your store another place to discuss products and upcoming shows; it does not replace the Shopify event room.
Share links to your store
Give the customer one useful destination: the product they asked about, the upcoming event or an available replay. Match the message to their interest.
When customers participate through their store account, they can return to purchases, prizes, rewards and shows in Shopify customer accounts. Email reminders and WhatsApp conversations remain separate ways to stay in touch.
Native Shopify customer accountsAnswer a product question
You share the link
Reply with the relevant product or storefront event link using the available messaging tools.
They continue in your store
The customer visits Shopify to explore the product, attend the show or complete checkout.
Questions
Do I need a WhatsApp Business connection?
Yes. Connect a supported business number before using the app’s WhatsApp inbox and message tools.
Can I share Shopify products and live shows?
Yes. The sharing tools let you send product and show links. Customers open them to continue in your store.
Can I reply to any conversation at any time?
Normal replies depend on the active customer-service window and available send actions. Outside that window, an eligible approved template may be required.
Can I send any template I have created?
No. The template must be approved and supported by the app. Required values and recipient permissions still apply.
Can I create a WhatsApp group for my store?
Where group tools are enabled for your connection, you can create a group, share an invite link and manage participants. Join approval can be required when configured. Customers choose to join; store account activity does not add them automatically.
Does joining a live show add a customer to WhatsApp?
No. Shopify account activity, live-show email preferences and WhatsApp messaging permissions are separate. The account page does not automatically subscribe customers to WhatsApp.
Can customers bid or complete checkout in WhatsApp?
Share the storefront link so customers can take part in the live show. Bidding happens in your store, and payment uses Shopify checkout.