Blog Integration

Integration · Shopify

Shopify and WhatsApp: order confirmations, status updates and a catalog in the chat

Mathankumar K, Playbot Pro, Salem 3 min read

A Shopify store in India sells to customers who would rather confirm on WhatsApp than open email. The Playbot app for Shopify sends the order confirmation and every status change as a WhatsApp template, mirrors the catalog into the chat so a customer can browse and order without leaving WhatsApp, and puts the order beside the chat when a customer asks "where is it?".

What it does
Order confirmation and status templates from Shopify events; catalog mirrored in WhatsApp; cart and checkout in the chat with Razorpay or UPI; support inbox with the order beside the chat
How it connects
Playbot is a public app on the Shopify App Store with managed pricing; install, approve, map templates
Who it suits
D2C brands, apparel, food and sweets, cosmetics, home goods, any Shopify store with Indian customers
Setup
Same day on your own WhatsApp Business number
Trial
14 days free, no credit card
Platform
Official WhatsApp Business API, Meta Business Partner

What happens when an order is placed

  1. Shopify fires the order event to Playbot.
  2. Playbot sends the order-confirmation template to the customer's WhatsApp number from the checkout, with the items, the amount and the order number.
  3. Each status change (packed, shipped, out for delivery, delivered) sends its own template, with the tracking number where there is one.
  4. A reply from the customer opens a chat in the inbox with the order beside it.

The catalog in the chat

Products sync from Shopify into the WhatsApp catalog, so a customer who messages the number can browse, add to a cart and check out inside WhatsApp. Payment goes through a Razorpay or UPI link; the order is created and the confirmation goes out like any other. Shipping and discount rules set in Playbot apply to WhatsApp orders.

Support with the order in view

"Where is my order" is most of a store's support. In the inbox the agent sees the order, its status and the tracking number beside the chat, and the AI agent answers the question before a person is needed. Returns and exchanges start from a flow that captures the order number and the reason.

Broadcasts to customers who opted in

New-collection and sale broadcasts go to customers who opted in at checkout or in the chat, as approved templates, segmented by what they bought. Abandoned-cart recovery is on the roadmap and not available today.

Setup

  1. Install Playbot from the Shopify App Store and approve the permissions.
  2. Connect or create your WhatsApp Business number in Playbot.
  3. Map the order and status templates; submit them for Meta approval (usually minutes).
  4. Turn on catalog sync and, if you want WhatsApp checkout, connect Razorpay.
  5. Place a test order.

Questions we get asked

Does the customer need to opt in for order updates?

The order confirmation and status messages are utility templates sent to the number the customer gave at checkout. Marketing broadcasts need an opt-in.

What does a status update cost?

Meta's per-message charge for a utility template, which is a fraction of a marketing message; see Meta's current rate card for India.

Can I use my existing WhatsApp number?

Yes, if it is not already on the WhatsApp Business API with another provider.

Is abandoned-cart recovery included?

Not yet. It is on the roadmap.