Today, the way businesses sell online is changing once again. Shoppers want convenience, speed, and personalised interaction. Enter conversational commerce combined with WhatsApp, a powerful way to engage, convert, and support your customers, all from a single chat window. From browsing products to making payments, WhatsApp has become the one-stop shop for modern eCommerce.
Whether you’re a growing brand or an enterprise, this guide will walk you through how to set up WhatsApp Business API for commerce, design engaging flows, integrate payments, and start selling smarter.
What Is Conversational Commerce on WhatsApp?
Conversational commerce refers to the practice of selling products and services through real-time conversations, powered by chat apps, automation, and smart flows. On WhatsApp, this means enabling a seamless shopping experience where customers can:
-Discover your product catalog
-Ask questions via real-time chat
-Get personalized product suggestions
-Make purchases using WhatsApp payment integration
-Receive automated order updates and cart abandonment reminders
It’s shopping made frictionless, human, and incredibly effective.
Why Choose WhatsApp for Conversational Commerce
Here’s why WhatsApp conversational commerce is a game-changer:
-Ubiquity: Over 2B users globally use WhatsApp every month.
-High Engagement: Open rates on WhatsApp exceed 90%.
-Instant Conversions: Customers can buy products without leaving the app.
-Powerful Automation: Chatbots + human-in-loop = faster support.
-Trackable Commerce: Monitor CTRs, sales, and drop-offs in real-time.
Whether you’re using click-to-WhatsApp ads or building loyal communities, this platform bridges the gap between discovery and purchase.
Setting Up Your WhatsApp Business Profile or API
To start selling via WhatsApp, you’ll need one of two options:
1. WhatsApp Business App (for small businesses)
-Free to use
-Manual chat responses
-Basic product catalog & messaging features
2. WhatsApp Business API (for growing brands)
-Scalable solution via partners like Interakt
-Enables automated chatbot flows, team inbox, and CRM integrations
-Allows broadcast messages, WhatsApp shop setup, and more
Tip: Use Interakt to get API access, set up your business profile, and build rich conversations with ease.
Creating Catalogs, Templates & Interactive Buttons
Turn your WhatsApp into a full-fledged storefront:
-Product Catalogs: Showcase items with images, descriptions, and pricing
-Message Templates: Pre-approved messages for order confirmations, cart nudges, and offers
-Interactive Buttons: Use list messages, quick replies, and CTA buttons to drive instant actions
This helps users browse, explore, and convert, all without ever leaving the chat.
Designing Conversational Flows That Convert
A good conversation sells better than a long product page. Here’s how to build chat flows that work:
-Welcome flows: Introduce your brand and offerings
-Discovery flows: Ask what the customer is looking for
-Recommendation flows: Suggest products from the catalog
-Checkout flows: Offer a direct route to purchase
Design these using automated chatbot flows that feel personal yet scalable.
Integrating Payments Directly in Chat
Enable conversational payments for a smoother checkout:
-UPI & Payment Gateways: Integrate with Razorpay, PayU, or Stripe
-In-chat checkout: Share payment links within chat and confirm in real-time
-Post-purchase automation: Send instant receipts, order summaries, and delivery updates
Interakt supports multiple WhatsApp payments integrations, ensuring your buyer’s journey is seamless and secure.
Balancing Automation, Chatbots & Human Support
While automation drives scale, the human touch still matters:
-Chatbots handle FAQs, product queries, and cart nudges 24×7
-Live agents step in when queries get complex
-Use human-in-loop support to blend speed with empathy
The key is to automate the routine and escalate the critical, delivering memorable experiences at scale.
Real Use Cases: Cart Reminders, Offers & Loyalty Programs
One of the biggest advantages of WhatsApp Business API commerce is its ability to deliver contextual, personalized, and timely messages that convert browsers into paying customers.
Let’s explore how brands are using conversational commerce to drive revenue through three high-impact use cases:
Cart Abandonment Reminders
Abandoned carts are a universal eCommerce pain point, but WhatsApp solves it elegantly with conversational nudges.
Instead of generic email reminders that often go unopened, businesses can send real-time cart recovery messages that include:
-Product images, names, and prices
-Interactive CTA buttons like “View Cart” or “Complete Purchase”
-Embedded discount codes or free shipping offers
-Friendly chatbot prompts: “Still thinking it over? Need help choosing the right size?”
💡 Example: A fashion brand detects cart inactivity and sends a WhatsApp message like:
“Hey Aanya! You left a chic black blazer in your cart 🖤. We’ve saved it for you! Complete your order now and get 10% off—valid for the next 2 hours.”
This not only brings back high-intent buyers but also creates a sense of urgency—right in the platform they use daily.
Personalized Offers
Forget one-size-fits-all promos. With WhatsApp’s real-time capabilities and behavioral data, you can send hyper-targeted offers that match user preferences.
Brands are leveraging this by sending:
-Special discounts on browsed or wishlisted products
-Birthday or anniversary gift vouchers
-Seasonal or regional sale alerts
-Re-engagement deals for dormant users
These offers can be delivered using interactive buttons (like “Claim Now” or “Show More Products”), list messages, and personalized greetings.
Example: A skincare brand sees that a customer often browses serums but hasn’t purchased. A chatbot sends:
“Hi Riya! We’ve got something for your glow goals ✨ — 15% off our Vitamin C Serum, just for you! Tap below to grab it.”
Result? Higher click-throughs and better ROI compared to mass promos.
Loyalty Program Updates
Keeping your customers engaged after the sale is just as crucial, and WhatsApp makes it simple to run real-time loyalty programs.
With the API, you can:
-Send reward point balances after purchases
-Alert users to new referral bonuses or milestone rewards
-Invite VIP customers to early-access sales or product drops
-Remind users of unused rewards or expiring offers
Since these updates come in an ongoing conversation thread, they feel personal and non-intrusive.
💡 Example: A D2C brand sends:
“Hey Rahul! You’ve earned 120 points with your last 3 purchases 🎉. Redeem them for ₹200 off your next order! Tap below to explore eligible products.”
This turns retention into a continuous, conversational experience that keeps users coming back.
With the right automation and message strategy, every WhatsApp conversation becomes a revenue-generating opportunity, be it through proactive recovery, behavior-based targeting, or long-term loyalty engagement.
Compliance & WhatsApp Commerce Best Practices
Stay compliant while you scale:
-User Opt-In: Ensure users have opted in before sending promotional messages
-Follow the 24-Hour Rule: Respond within 24 hours to user-initiated messages, or use approved templates
-Data Security: Use verified business profiles and secure payment links
Monitor & Optimize: Track message performance, open rates, and conversion drop-offs
Pro Tip: Stick to relevant, timely, and consent-based messaging to maintain high response rates and user trust.
Conclusion & Next Steps
Conversational commerce on WhatsApp is not just a trend—it’s the future of online selling. With the right tools, thoughtful flows, and seamless payment integrations, you can turn every chat into a sale and every buyer into a loyal fan.
Ready to build your WhatsApp storefront?
Use Interakt to set up your WhatsApp shop, design flows, automate chats, and start collecting payments, all from one dashboard.
