For many shoppers, sending a quick message is easier than filling in a contact form. A WhatsApp chat lets them ask about sizes, delivery or stock before buying, and lets you guide them to the right product. With Shopify handling payment and fulfilment, WhatsApp becomes a sales channel rather than just a support line.
WhatsApp Business app or API?
| WhatsApp Business app | WhatsApp Business Platform (API) | |
|---|---|---|
| Cost | Free | Per-conversation pricing through a provider |
| Users | One number, a few linked devices | Many agents, shared inbox |
| Automation | Greeting, away messages, quick replies | Automated notifications, chatbots, integrations |
| Best for | Small stores and starting out | High volume and larger teams |
Step 1: Set up a business profile
Install WhatsApp Business, verify your number, and complete the profile with your store name, logo, description, hours, website and email. Set a greeting message that explains what you can help with, and an away message with your response times.
Step 2: Add a chat button to your store
A WhatsApp button on product pages lets shoppers ask about the exact product they're viewing. Our free TXE WhatsApp button app for Shopify adds one without code and includes the product name and page in the first message, so you know at once what they're asking about.
Step 3: Use a catalogue
WhatsApp Business lets you show products in a catalogue on your profile. If you use Meta's commerce tools, your Shopify products can sync through the Facebook & Instagram channel, so prices and availability stay up to date. See our Meta catalogue integration page.
Step 4: Turn conversations into orders
When a customer is ready to buy, send them to Shopify's checkout rather than taking payment details in chat:
- Product or cart link: share the product page, or a link that adds the item to the cart.
- Draft order: in the Shopify admin, create a draft order with the items, shipping and any discount, then send the invoice. The customer pays through the normal checkout.
Either way, the order lands in Shopify with stock, payment and fulfilment handled as usual.
Good practice
- Reply quickly, and state your response times in the greeting and on the store.
- Use quick replies for common questions: shipping times, returns, sizing.
- Label chats (new enquiry, awaiting payment, shipped) so nothing is forgotten.
- Never ask for card details in a chat. Always use a checkout link.
- Respect consent: only send promotions to people who asked for them.
Measuring WhatsApp sales
Add UTM parameters to links you send (for example utm_source=whatsapp) so GA4 and Shopify show which orders started in a chat. For draft orders, add a tag such as "whatsapp" to report on them later.
Want WhatsApp, email and your store working together? See our custom app and integration service.
Frequently asked questions
Do I need the WhatsApp Business API?
Not to start. The free WhatsApp Business app is enough for one phone and a small team. The API, through a provider, suits larger teams, automated messages and integrations.
Can customers pay inside WhatsApp?
In some countries WhatsApp offers payments; elsewhere the simplest method is to send a Shopify checkout link or a draft order invoice, which the customer pays in the normal checkout.
Can I send marketing messages on WhatsApp?
Only to people who have agreed to receive them, and within WhatsApp's business messaging rules. Unsolicited messages can get your number restricted.
Author
Uğur KeskinFounder @ShopiuzmanFounder of Shopiuzman. He builds, migrates and grows Shopify stores for brands in Türkiye, Europe and the US, and leads the development of our apps on the Shopify App Store.
