WhatsApp Order Confirmation
When a new order comes in, Zimam sends the buyer a WhatsApp message with your store name, the order number, and the total, plus two buttons: Confirm and Call me. If the buyer taps Confirm, the order becomes Confirmed without anyone having to call them.
Nothing in this app confirms an order because time passed or the buyer did not reply. An order becomes Confirmed only when the buyer taps the confirm button themselves.
Plans
The app is available on every plan: PAYG, Starter, Growth, Pro and Enterprise. Using your own WhatsApp number and order status update notifications stay on the Enterprise plan. See Subscription and Billing.
Cost
Each message sent costs 10 credits from your balance: the first message, and the reminder if one is sent.
- A message Meta refuses is refunded.
- If your balance is empty, nothing is sent and the order stays as it is.
Turn on the app
- Open Apps in the dashboard.
- On the Order Automation (WhatsApp) card, click Open App.
- Turn on Enable WhatsApp confirmation.
- Choose the Message language: Arabic, French, or English.
- Click Save Settings.
The app is off by default.
Which orders get a message
The message is sent when an order reaches Pending, whether it came from your store, you created it in the dashboard, an agent created it, or it arrived from a connected sales channel, provided that:
- The buyer's phone number is valid for your store's country.
- The Fake Order Guard has not flagged the order as suspected fake.
- Every product in the order has an option chosen, if the product has options.
- The order has not received a confirmation message before.
The message goes out a few minutes after the order arrives, and not at night: a message due overnight is sent in the morning.
What happens after the message is sent
| What the buyer does | Result on the order |
|---|---|
| Taps Confirm | The order becomes Confirmed. If the order has a delivery company, it is sent to that company, just as if you had confirmed it. |
| Taps Call me | The order status does not change. The order appears under Asked for a call. Call the buyer yourself or have an agent call. |
| Writes a text message | The order status does not change. The order appears under Asked a question. |
| Does not reply within 24 hours of the first message | The order status does not change. The order appears under No reply. |
- If the buyer has not read the message within 4 hours, one reminder is sent. No order gets more than two messages.
- A message that never reached the buyer also appears under No reply.
- A reply that arrives after the 24 hours still counts.
- If you or an agent change the order status before the buyer replies, for example by confirming it over the phone or cancelling it, the buyer's confirm tap changes nothing.
Follow the results in Orders
While the app is on, Orders shows a WhatsApp confirmation row under the status tabs with these options: All, Awaiting reply, No reply, Asked for a call, Asked a question, and Confirmed on WhatsApp.
Orders that never received a message do not appear under any of these options.
Turning the app off stops new messages and hides this row. Nothing already recorded on your orders is deleted.
Customer notifications
In the Customer notifications section, you can send the customer a WhatsApp message when their order status changes:
- Order confirmed
- Order shipped
- Order delivered
Turn on the ones you want, then click Save Settings. Each notification costs 10 credits, under the same policy as the confirmation message. Notifications are sent only while Enable WhatsApp confirmation is on.
Connect your own WhatsApp number
By default, messages go out from Zimam's shared number. You can connect your own WhatsApp Business number so buyers see your brand and Meta bills your own payment method.
- In the Your WhatsApp number section, click Connect my WhatsApp number.
- Complete Meta's steps in the window that opens. If it does not open, allow Facebook to load on this page; ad blockers can hide it.
- Wait for the setup to finish. Meta's approval of your message template can take up to 24 hours.
- Add a payment method in WhatsApp Manager with the Open WhatsApp Manager link, or your messages will not send.
When the connection is complete, your number appears under Connected number. If the connection fails, click Retry. Meta limits how many businesses can be connected each week, so your connection may be queued for a short while.
To stop using your number, click Disconnect. Messages go back to Zimam's shared number, and you can connect again at any time.