Help CenterHelp Center / WhatsApp and notifications · Concept
Which orders get WhatsApp updates, at which status, and why a website order gets none.
WhatsApp order updates are tied to WhatsApp orders. Knowing the rule saves you from waiting for messages that are never sent.
| Order placed through | WhatsApp update? |
|---|---|
| Your WhatsApp store, in the chat | Yes |
| Your website | No |
| Your customer app | No |
| The point of sale | No |
| An order you create in the panel | No |
An order is a WhatsApp order when your WhatsApp ordering integration created it. See WhatsApp orders.
For the other channels, these four updates go by push, SMS or e-mail instead. See the table in How your shop talks to customers and to you.
Courier and return messages are separate. They can go by WhatsApp for any order, through the same connection. See Other messages customers receive.
| The order becomes | Message sent |
|---|---|
| Preparing Order, when you accept it | Order confirmed |
| Order Picked Up, when it leaves for delivery | Out for delivery |
| Delivered | Order delivered |
| Canceled | Order cancelled |
No WhatsApp message is sent when the order is placed, when a delivery agent is assigned, when it is ready for self pickup, or when it is modified.
A WhatsApp order shipped by courier follows the same statuses. When courier tracking moves the order to picked up or delivered, the matching message goes out. With Enable Auto Order Accept? on, Order confirmed goes out as soon as the order is placed.
Order updates are not marketing. They ignore the checkout consent box and quiet hours.
{{DELIVERY_GUY}} and its phone number are empty until a delivery agent is assigned. In a template, an empty value is sent as "-".WhatsApp delivers free text only within 24 hours of the customer's last message to your number. Your shop still hands a late free-text update to the provider, which may refuse it. The customer has just chatted when ordering, so Order confirmed normally arrives. An update on a later day may not. For orders that take longer, use an approved template for Out for delivery and Order delivered.
Latest messages shows each update with its status and, when it failed, the reason.