Purchase via WhatsApp FAQs
Short answers to what store owners ask most about Purchase via WhatsApp. The step by step guides are in Tutorials, and every field is in Configuration.
Do I need a Twilio account?
For Pro, yes. Twilio carries every message between your store and WhatsApp. A free trial account is enough to test everything with the Twilio WhatsApp Sandbox. The free version needs no Twilio account, because it only opens WhatsApp on the customer's phone.
Can my customers use the Twilio sandbox number?
Not in practice. Every phone must join the sandbox with a code first, and WhatsApp shows Twilio's test profile instead of your store's name. Use the sandbox to test, then register your own WhatsApp number, which needs a paid Twilio account.
Why did an order update not arrive?
WhatsApp only delivers a message your store starts if the customer wrote in the last 24 hours, or if it uses an approved template. Add a Content Template SID to the notification. The Messages screen shows the reason for every failed message.
Can I keep using my WhatsApp Business app?
Not on the same number. A number registered with Twilio cannot also be used in the WhatsApp or WhatsApp Business app. You can point the floating chat bubble at a second number your team answers in the app.
Why did a customer get the welcome message instead of their order?
The order is saved under the phone number they gave on your site. If they send the message from a different WhatsApp number, the assistant finds no order and sends the welcome message. Ask them to send it from the number they entered.
Which payment methods work in the chat?
Cash on delivery, bank transfer and cheque are settled in the chat. The DevDiggers wallet can pay at once. Every other method, such as a card, gets a secure link to your store's payment page for that order.
Can guests order on WhatsApp?
Yes, by default. A guest fills in a short delivery popup before WhatsApp opens. Turn Guest Customers off on the General tab to send guests to log in first. Guests are never included in broadcasts, which only reach customer accounts.
What happens when a customer replies STOP?
Their number goes on the opt-out list. No order updates, reminders, wallet alerts or broadcasts reach it until they reply START. The Messages screen marks the number Opted out.
Does it work with the block cart and checkout?
Yes. The cart button appears under the Cart block, and the consent checkbox is added to the Checkout block as well as the classic checkout. The plugin also supports WooCommerce's High-Performance Order Storage.
What does the free version do?
It adds the same WhatsApp buttons, popup, catalog mode and chat bubble, and sends the order to your own WhatsApp number. You finish the sale by hand. It can also add a button on the order received page that sends you a finished order.