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WhatsApp Commerce allows businesses to display a native product catalog inside the chat interface. Customers can browse items, add them to a cart, and checkout without leaving the app. Chatbot Builder AI fully integrates with this feature, allowing you to trigger automated flows based on shopping behavior.

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Setup Guide

To enable commerce, you must sync your Meta (Facebook) Catalog with your WhatsApp Business Account (WABA).
1

Create a Meta Catalog

All products must exist in a Facebook Catalog.
  • If you already have one (e.g., for Instagram Shop), you can use it.
  • If not, create one in your Meta Commerce Manager.
2

Connect Catalog to WABA

Link your Catalog to your WhatsApp Business Account inside Meta Business Manager.
A WABA can only be connected to one Catalog, but a single Catalog can serve multiple WABAs.
3

Connect Chatbot Builder AI

  1. Log in to Chatbot Builder AI.
  2. Navigate to Tools > Ecommerce.
  3. Click Connect Meta Catalog and follow the authorization prompts.
4

Link Products (Important)

WhatsApp relies on SKUs (Content IDs) to identify products.
  1. Go to your Facebook Catalog and copy the Content ID for a product.
  2. In Chatbot Builder AI, edit the corresponding product.
  3. Paste the Content ID into the SKU field.
Variants: You must repeat this for every variant (e.g., Size S, Size M). WhatsApp can only send specific variants, not a generic parent product.

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Sending Products to Users

You can proactively send products to customers in three ways:

Flow: Send Products

Use the specific Send Products node in the Flow Builder. This allows you to pick specific items or variants to display as a native WhatsApp product message.

Flow: Collection

Use a Collection element to send a group of products. Note: Collections cannot display product variants directly.

Live Chat (Inbox)

Support agents can manually select and send products directly from the Inbox during a live conversation.

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Automated Behaviors

The platform handles specific commerce events automatically.

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1. User Asks About a Product

If a customer sends a message like “Do you have this in blue?” while viewing a product:
  • The message appears in your Inbox with the product context attached.
  • The system triggers the “User Asked About a Product” event.
  • You can use the system variables {{product_id}} or {{product_name}} in your automated reply flow.

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2. User Sends a Shopping Cart

When a customer adds items and taps “Send Cart”:
  • The platform triggers the “WhatsApp Shopping Cart Sent” event.
  • The user receives an automated message summarizing the cart with a Checkout button.
  • Pro Tip: Use this trigger to notify your sales team immediately.

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Checkout & Payment

Chatbot Builder AI provides a built-in checkout page supporting Stripe, PayPal, and Razorpay.
  • Order Creation: An order is officially created in the system only after the user completes the checkout payment.
  • Manual Orders: If you prefer to handle payment manually (e.g., bank transfer), you can use the trigger “WhatsApp Shopping Cart Sent” to fire an action that marks an order as “Paid” or creates a draft order in your CRM.

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Abandoned Cart Recovery

If a user sends a cart but does not complete the checkout within a set time, the system can automatically follow up. Configuration: Go to Tools > Ecommerce > Settings > General > Abandoned Cart Message.
  • You can customize the delay or disable this feature entirely if you prefer to build a custom recovery flow using Triggers.
By default, customers can search for your products by sending messages like “Show me running shoes.”
  • The built-in AI matches the query to your product names.
  • Disable Search: Go to Tools > Ecommerce > Settings > General > Search Products if you want to turn this off.