WhatsApp CRM: Confirm COD, Chat with Customers and Send Updates

How the connection works

Click Connect WhatsApp and sign in with your Meta (Facebook) account in Meta’s own popup. If you do not have a Meta Business portfolio yet, the popup creates one. If you already use the WhatsApp Business app, you can keep using it on your phone alongside the platform; otherwise you register a number that is not on WhatsApp yet. Messages you send and receive are stored as conversations in a shared team inbox.

COD confirmation and updates

When an order lands, the buyer receives a COD confirmation with Confirm and Cancel buttons, and their tap updates the order. As the shipment progresses they get shipped, out-for-delivery, delivered and returned updates. These use Meta-approved e-commerce templates that the platform submits to your WhatsApp account automatically. Confirmed orders are far less likely to be refused on delivery, directly reducing RTO.

Templates and the 24-hour window

WhatsApp lets a business start a conversation only with an approved template. Once a customer messages you, you can reply in free-form text for 24 hours from their last message; after that, the next message must be a template again. The inbox shows when a conversation is outside that window.

Billing and limits

Add a payment method to your WhatsApp Business account in Meta. Meta bills template messages per message, directly to you. Because this is the official platform there is no ban risk from unofficial automation; Meta’s messaging limits for your number apply.

Deliverability metrics

Sent, delivered, read and failed counts are tracked so you can see message health at a glance on the dashboard. Failed messages are flagged in the Action Center.

Step-by-step

1. 1

   Enable WhatsApp

   Ensure the WhatsApp module is on for your plan.

2. 2

   Connect WhatsApp

   Click Connect WhatsApp and complete Meta’s popup: choose or create your Meta Business portfolio and pick your number.

3. 3

   Add a payment method

   In Meta, add a payment method to your WhatsApp Business account so template messages can send.

4. 4

   Confirm and chat

   Once your templates are approved, COD confirmations go out automatically; use the inbox to answer customers.

Frequently asked questions

Troubleshooting