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  • 📄Table of Contents
  • 2024 Release Notes
    • Q4 2024
      • New: Clickatell AI
      • Channel Updates
        • WhatsApp: Free service conversations
        • WhatsApp: No support for HSM template format
        • SMS: Changes in test message sending
      • Broadcast Messenger
        • Onboarding for prepaid SMS clients & name change
      • Data Sharing Service
        • Enhanced templates & increased frequency
    • Q3 2024
      • Channel Updates
        • WhatsApp: Data Localization
        • WhatsApp: Cloud vs On-Prem Parity
      • Live Agent Chat
        • Department filtering for Tickets
        • Auto-responder updates
        • Ticket creation user journey outside of support hours
      • Self-Service Chatbot
        • Session timeout event (Phase 2)
        • Split syntax
        • Node Search Enhancement (Find & Replace)
    • Q2 2024
      • Campaign Messaging
        • NEW: WhatsApp Campaign Manager
        • Support for dynamic URLs in WhatsApp
      • Other Enhancements & Improvements
    • Q1 2024
      • Channel Updates
        • WhatsApp buttons & template enhancements
        • Sending and requesting locations on WhatsApp
        • WhatsApp text formatting
        • WhatsApp conversational components: Icebreakers and Commands
      • Self-Service Chatbot
        • Support for location templates and location request messages
        • Support for WhatsApp buttons & template enhancements
        • Session timeout event (Phase 1)
      • Other Enhancements & Improvements
  • 2023 Release Notes
    • Q4 2023
      • New: WhatsApp Templates 2.0
      • Automated Messaging
        • Business-Triggered Messages
        • New Send Template Node
      • Payments in Messaging
        • Chat 2 Pay 3.2.0
      • Channel Updates
        • Channels Report Update
        • WhatsApp Quality Rating & Messaging Limits
      • Clickatell Portal Updates
      • Other Enhancements & Improvements
    • Q3 2023
      • New: Support for 3rd-party integrations in Chat Desk
      • Automated Messaging
        • Default flow for invalid input
        • Dynamic List node enhancements
        • New & enhanced nodes
      • Other Enhancements & Improvements
        • 13 September 2023
        • 27 July 2023
    • Q2 2023
      • New: In-Channel Payments & Improved Checkout Experience
      • Automated Messaging
        • New Analytics Settings
        • WhatsApp Supported Features
      • Live Agent Messaging
        • Support for Media Templates
      • Channel Updates
        • Updated WhatsApp Message Template Categories & Pricing
        • New Marketing Opt-Out Button
      • Other Enhancements & Improvements
        • SAML & Social Login
        • Authentication Portal Enhancements
        • Enhancements & Bugs
    • Q1 2023
      • NEW: Integrations feature
      • Automated Messaging
        • New workflow nodes
        • Custom Button Text (WhatsApp)
      • Live Agent Messaging
        • Canned Replies
        • New Chat Desk Reports in Clickatell Portal
      • Channel Updates
        • WhatsApp Cloud-Hosted API
        • WhatsApp Commerce Feature
      • Other Enhancements & Improvements
  • 2022 Release Notes
    • Q4 2022
      • Automated Messaging
        • Previewer enhancements & HTTP Call node name change
        • Chat Desk node & Routing screen enhancements
      • Live Agent Messaging
        • Authentication Extension in Chat Desk
        • Ticketing Enhancements
      • Channel Updates
        • SMS Long Number Management & WhatsApp pre-approved templates
      • Other Enhancements & Improvements
        • Onboarding & subscription renewal enhancements
    • Q3 2022
      • New: Embedded Client Authentication
      • Automated Messaging
        • Channel display types & Chat 2 Pay node enhancement
      • Live Agent Messaging
        • Standardize CSAT ratings & WhatsApp Read Receipts
        • Extensions Redesign
      • Channel Updates
        • WhatsApp subscription bundle usage indicator
      • Other Enhancements & Improvements
        • Communication preferences & notification banners
    • Q2 2022
      • Automated Messaging
        • OAuth node & Previewer enhancements
        • 1-Click Deploy Process (Phase 1)
        • Assets Library
        • API Integration screen enhancement
      • Live Agent Messaging
        • SMS support on Chat Desk
      • Payments
        • Chat 2 Pay enhancements
      • Channel Updates
        • New WhatsApp sign-up process
      • Other Enhancements & Improvements
        • Billing information & closing accounts
    • Q1 2022
      • Automated Messaging
        • WhatsApp Interactive Messages
        • User Experience Enhancements
      • Live Agent Messaging
        • Performance improvements
      • Channel Updates
        • SMS Stop List Report
        • WhatsApp conversation-based pricing and reporting updates
  • 2021 Release Notes
    • Q4 2021
      • New: Chat Flow and Chat Desk reports
      • Automated Messaging
        • Emulator (Previewer) enhancements
      • Channel Updates
        • Channels report update
        • SMS
          • 10 DLC Brand Resubmission
          • 10 DLC registration process updates
        • WhatsApp
          • WhatsApp template sample messages
          • WhatsApp application form & notifications enhancements
          • WhatsApp Message Templates for Chat 2 Pay Extension
    • Q3 2021
      • New: Chat 2 Pay
      • New: 10DLC SMS Regulations
      • Automated Messaging
        • Recycle bin redesign, Media and Text Display node enhancements
        • Location Sharing node & Media node enhancements
        • Deleting flows & reordering options
    • Q2 2021
      • New: Reporting & Analytics for Transact
      • Live Agent Messaging
        • Pending Chats Feature
        • Department filtering, chat sorting, and CSAT support for WhatsApp
      • Automated Messaging
        • User Interface Redesign
        • Support of bi-directional location sharing
      • Other Enhancements & Improvements
        • New sign-up and discount vouchers
        • UX improvements & subscription packages
    • Q1 2021
      • Live Agent Messaging
        • Department-specific operating hours, notes, UX enhancements
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On this page
  • How does it work?
  • Linking a product catalogue to Chat Flow
  • Receiving the "Cart Order" or "Ask a Product Question" messages in Chat Flow
  1. 2023 Release Notes
  2. Q1 2023
  3. Channel Updates

WhatsApp Commerce Feature

Last updated 1 year ago

Available on package.

Meta recently introduced new functionality whereby businesses can present and showcase their products to their customers via the WhatsApp channel. This new capability allows for the following:

  • You can upload your inventory (contained in a catalogue) to your Facebook Business Manager Commerce Platform.

  • You can connect this catalogue to your WhatsApp Business Account (WABA).

  • Once the catalogue is uploaded, you can use the new Single- and Multi-Product message types to present products to your end-users:

    • Single-Product Messages: Messages display a single item from your business's inventory.

    • Multi-Product Messages: Messages allow for a selection of up to 30 items from your business's inventory.

  • End-users can interact with your business to get more information about your products.

Clickatell now supports this WhatsApp Commerce feature via our application!

How does it work?

You must first upload your inventory onto the Facebook Business Manager Commerce Platform (). Once uploaded, they can use the new Multi- and Single-Product message types to present your inventory to end-users who will have the option to add items to a cart and submit the order to your business.

The images below indicate how a catalogue is presented to your end-user in WhatsApp.

Linking a product catalogue to Chat Flow

After you've set up your catalogue in the Facebook environment, you can reference it from within Chat Flow as part of a workflow.

We've introduced a new Multi-Product node in Chat Flow that the flow-builder can configure to display up to a maximum of 30 products from your catalogue to the end-user at a time (a limitation enforced by Meta). The flow-builder can use the Multi-Product node multiple times in a flow, as long as all the products they refer to are from the same catalogue.

To 'link' the catalogue with the node, you have to add the Catalogue ID to the node (created when uploading the catalogue onto Facebook Business Manager).

Product IDs (to reference the specific products from the catalogue) can be added in two different ways:

  • Dynamic - the flow-builder can use an API call to fetch the product IDs from your management system before using the Multi-Product node and use these IDs as variables in Chat Flow.

  • Predefined - the flow-builder can manually add the product IDs to the node (i.e., "hard-coded").

Note: In Phase 1, we've only implemented the Multi-Product node. In Phase 2, we'll also implement a Single-Product node.

Receiving the "Cart Order" or "Ask a Product Question" messages in Chat Flow

As part of the WhatsApp Commerce implementation, Chat Flow have to support two new message types. The "Checkout" message and "Ask a Product Question" message.

"Checkout" message

When the end-user submits their cart from within WhatsApp, Chat Flow receives this new message type that contains additional content like the SKU (product ID), quantity, and price per item as part of the payload. Chat Flow then calculates the order total to be used when the end-user makes a payment via our Chat 2 Pay services. Once Chat Flow receives a successful payment status back from Chat 2 Pay, we'll pass the order confirmation to you for processing and fulfilment.

"Ask a Product Question" message

End-users can engage with you and ask questions about your products. As part of your "WhatsApp Commerce onboarding" process, Chat Flow will create a placeholder "Ask a Product Question" flow, allowing the flow-builder to build out the experience and behavior you want. For example, you may want to direct these questions to your FAQ bot first, or you may prefer adding a Chat Desk node and transferring the end-user to a live agent to answer product-related questions.

For both of the above, the flow-builder can build out and personalize the end-user experience according to your requirements.

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