How to Configure WhatsApp with your Online Store

Use the WhatsApp Conversational Commerce sales channel to drive more sales and reach a wider audience! With this app, you can send order notifications to the customers that opt-in for that choice during checkout.

Why should you consider it as an important sales channel for your business? Well, here are some stats:

• 81% of people message a business to ask about a product or service.

• 74% of people message a business to make a purchase.

• 75% message a business to get support for a product or service.

As of today, it exclusively uses a Jumpseller number to send all notifications. As a store owner you have the option to include a link at the bottom of every message that redirects the customer to your business/personal whatsapp account.

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Benefits of this Sales Channel

Some of the main benefits of this Sales Channel for your store are:

• Notify your customers in real time, regarding the status of their orders;
• Send payment information through a WhatsApp message (example: ATM reference, transaction information, etc.) to make it easier for the client to pay, even when he loses access to the internet;
• Increase in sales due to the recovery of abandoned orders, through a notification with a link sent to WhatsApp;
• Facilitate a more direct and personal contact with your clients after the checkout.

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Conditions to send Notifications

The different types of notifications are only sent if all these conditions apply:

• The phone number custom field needs to be activated in the checkout settings.
• The checkout custom field to receive the whatsapp notifications must be checked by the customer during checkout.
• The client must input a valid number in the checkout custom field of the phone number (this includes the country code / international number e.g. +351 911911911, we recommend that you use version 2 of checkout since there is a special field for the country code, to ensure that the phone number is properly set).
• All the fields necessary to send the message can’t be empty.

Types of Notifications

We currently have 4 different types of notifications:

1. Order Abandoned - When an order changes to the abandoned status we send a message (which includes a link to the abandoned order). The following variables are included in the message: store_name, customer_name, recover_order_url.

2. Order Confirmed - When an order changes to the paid status we send the message. The following variables are included in the message: store_name, customer_name, order_number, order_total (currency depending on the template).

3. Order Information - When an order changes to the pending_payment status we send a message. The following variables are included in the message: store_name, customer_name, order_number, order_total, payment_method and payment_details. The store owner can choose the payment methods that will trigger this notification. Currently only activated for the payment methods: manual, ifthenpay_multibanco, sibs_multibanc.

4. Order Shipped - When an order changes to the shipped status we send a message. The following variables are included in the message: store_name, order_number, shipping_address and shipping_method.

There are also other messages that we send:

• Auto-reply - sent when a customer sends a whatsapp message to the Jumpseller Bot number.. We will proceed to look for the last store the customer interacted with through WhatsApp and send an auto-reply message containing the link for direct conversation (wa.me link) and an url to the store.

• Unsubscribe Message - sent as a success auto-reply message if the client unsubscribes the promotional notifications (this is only an option for order abandoned notifications at the moment).

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How to Install

1. From your admin panel, go to Sales Channels from the left menu and install WhatsApp Notifications.

1. It will be prompted to accept the app to access a certain amount of scopes (e.g. read orders).
2. A new screen will be prompted. When setup is done it will automatically create a Checkout Custom Field of checkbox type in the Contact part for the clients to opt-in on the checkout process. We recommend that you make the phone field required in the checkout settings to prevent customers from forgetting to fill this field.

Configure Settings

The first thing you need to do is set a WhatsApp contact number. This number will appear inside a link at the end of every automatic message sent.

If a customer clicks on the link, they’ll be redirected to a whatsapp chat with the number you provided in this field.

The WhatsApp contact number you provide is not the number that will appear as the sender of the notification messages. The number of the sender is a standard one provided by Jumpseller.

You can activate each of the notifications available. When activating an option it will automatically create a webhook for that specific notification in the store (e.g. Order Confirmed notification will create a webhook for the Order Paid).

You can activate the option to include a link to talk directly to your WhatsApp account:

You need to enter next a valid number with the + and the country code (all numbers and without special chars). This will only be a wa.me link (wa.me link explained).

Inside each type of notification there are some extra, more specific, options:

• Message Template - you can see the template of the message that will be sent. It includes variables between { {} } that will be changed with the values corresponding to that notification

• Test Message - Each customer starts with 5 global test messages. The number that appears is the number introduced in the previous page. Here you can send a whatsapp test message for your own number to see it work.

• Message Settings - some notifications include extra settings. Example: Order Information includes an option for which manual payment methods will be sent the message).

Once the service starts working, your clients will receive messages through WhatsApp like this:

You can also suspend the service to disable the app, this will automatically delete the checkout custom field created during the application setup.

Statistics

There is also a section inside the Application where you can track message statistics.

At the top of this section you will see the amount of existing messages for each state (sent, failed, delivered, read). By default the statistics shown are relative to the last 30 days for all messages statuses and types. You can change these filters according to the information you wish to be displayed.

The messages displayed are also influenced by the filters selected. Each row represents a single message and contains detailed information regarding it: type, associated order, phone number, date and also a column indicating whether the message is paid or not (more about this is the pricing section).

Failed messages have a retry button at the end of the row, by clicking this button our system will try to resend the failed message.

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Pricing and Store Credit

You can use store credit to pay for these messages. In order for the service to work your balance needs to be positive.

You are able to send 5 test messages from the set templates when you enable this App. This will you allow you to check if the integration is working as intended.

Starting February 2th 2022, WhatsApp will switch from a notification-based pricing model to a conversation-based pricing model. It will start charging per conversation, which includes all messages delivered in a 24 hour session.

Example:

A customer orders a product on the website of company X. Once the customer receives the first message, which is usually the “order information”, a 24 hour window starts counting. Company X is charged for this message.

If the customer receives any other messages (abandoned order, order confirmed or order shipped) from company X within the 24 hour window, company X won’t have to pay for any of them.

If the customer receives a new message, sent by company X, after the initial 24 hours have passed, company X will have to pay for this message and a new 24 hour window begins counting.

Finally, in case the customer replies to a message after the 24 hours have passed since receiving the first message (order information), company X will be charged if it sends a new message to the customer (in this case, the cost is lower, as you can see in the table below for “Cost per Conversation initiated by a Customer”) and a new 24 hour window begins counting.

Each 24 hour conversation has a fixed cost based on the customer country. Additionally, Jumpseller charges a 0.01€ fee for each conversation. We later convert the total price to the store’s currency.

Cost per Conversation in EUR

Country of the Customer	Cost per Conversation initiated by a Business	Cost per Conversation initiated by a Customer
Argentina	€ 0.0436	€ 0.0261
Brazil	€ 0.0414	€ 0.0248
Chile	€ 0.0627	€ 0.0376
Colombia	€ 0.0083	€ 0.0050
Mexico	€ 0.0289	€ 0.0087
Peru	€ 0.0495	€ 0.0149
Portugal	€ 0.1096	€ 0.0329

For more information about pricing and eligible countries visit Facebook Support.

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FAQs

Why are this paid messages?

In order to be able to provide this feature, we use WhatsApp Business, a paid service owned by WhatsApp, which charges for each conversation of this type iniated by a business or as a reply to a customer.

This sales channel allows only unidirectional (store > customer) or bidirectional communication (store - customer and customer - store)?

This sales channel works both ways, taking into account that, for example, a message sent to the customer, saying the order has been paid, includes a link to enter a chat with your store’s WhatsApp number (the number you set on the WhatsApp contact number field).

Besides that, in case a customer replies to the message sent, a link is automatically sent to enter a chat with your store’s WhatsApp number (the number you set on the WhatsApp contact number field).

Is it necessary to associate WhatsApp Business with the WhatsApp contact number I’ve set?

No, it’s not necessary. Currently the number from which the WhatsApp messages are sent to your client, is a number belonging to Jumpseller, which we associated with WhatsApp Business. However, please note that you must add a WhatsApp contact number on the settings of this Sales Channel for it to work.

Is it possible to personalize the message to be sent to the customers?

No, currently it is only possible to use one of the 4 message notification templates.

When a customer receives a message, what is the name that appears as the sender?

Right now, a non-identifiable number appears, which belongs to Jumpseller, in the future the store’s name will appear.

We are here to help you, so if you have any questions, you can contact us at any time.