WhatsApp customer support automation for Shopify
Connect a WhatsApp Business number so IllumiChat can answer product questions, send order updates, and support customers in the channel they already use to message brands.
What the WhatsApp integration does
WhatsApp is the primary messaging channel for customers in many regions, and it’s increasingly where Shopify shoppers expect to reach a brand directly. The WhatsApp integration connects a WhatsApp Business number to IllumiChat so those conversations are answered with the same product, order, and policy data as your other channels.
IllumiChat can send proactive order and shipping updates over WhatsApp where customers have opted in, answer product questions, and hand off to your team when a conversation needs a person.
Example conversation
Customer: "Has my order shipped yet? Order #10482."
IllumiChat: "Order #10482 shipped yesterday and is on track for delivery in 2–3 days. Here’s your tracking link: [link]"
What IllumiChat can do on WhatsApp
Order updates
Send shipping and delivery updates, and answer "where is my order" questions instantly.
Product questions
Answer questions about availability, sizing, and pricing from your live catalog.
Cart recovery
Follow up on abandoned carts over WhatsApp for customers who have opted in to messaging.
Human handoff
Escalate to your support team with full conversation history when needed.
Setup steps
Connect a WhatsApp Business number
Link an existing WhatsApp Business Platform number, or set up a new one through the guided flow.
Configure message templates
Set up approved templates for order updates and outbound messaging, per WhatsApp’s requirements.
Go live on WhatsApp
Incoming WhatsApp messages route to IllumiChat immediately alongside your other channels.
Permissions, security, and limitations
The integration uses the official WhatsApp Business Platform (via Meta) and only sends messages to customers who have messaged you first or explicitly opted in, in line with WhatsApp’s messaging policies.
Outbound marketing-style messages require pre-approved message templates — this is a WhatsApp platform requirement, not an IllumiChat limitation. Support replies within an active conversation window are not template-restricted.
WhatsApp integration FAQ
Support customers where they already message you
Connect WhatsApp and give customers instant answers on orders, products, and support.