Frequently Asked Questions

Whapi is a WhatsApp automation app built for Shopify. It connects your store to the official WhatsApp Business API so you can send automated messages for COD confirmation, abandoned cart recovery, shipping updates, back in stock alerts, review requests, and more.

Whapi is built for any Shopify store owner who wants to automate customer communication on WhatsApp. Whether you need COD order confirmation, abandoned cart recovery, shipping updates, or AI order taking, Whapi works for stores of any size and in any market where WhatsApp is used.

Yes. Whapi works with every Shopify plan from Basic to Shopify Plus. It integrates through the Shopify App Store and is Built for Shopify, meeting Shopify's highest standards for quality and security.

Whapi uses Meta's official WhatsApp Business API, which means all messages are sent through Meta's approved infrastructure. This ensures reliable delivery, and very low risk of your number being banned.

Whapi supports any language that WhatsApp supports. You can write message templates in any language. The AI order taking feature understands and responds in multiple languages.

Over 1,000 Shopify stores use Whapi to automate their WhatsApp communication. Stores range from small businesses to high-volume enterprises processing thousands of orders per day.

You can switch to Whapi at any time. However, a WhatsApp Business number can only be connected to one API provider at a time. If your number is currently connected to another provider, you will need to disconnect it before connecting to Whapi.

No. Whapi is designed for non-technical Shopify store owners. Everything is configured through a visual dashboard inside your Shopify admin. Check our setup guide to see how easy it is to get started.

Yes. The free Starter plan includes COD order confirmation with 30 COD messages per month, auto-tagging, analytics, and a WhatsApp chat button. Messages are sent from the app's number. See our pricing page for full plan details.

WhatsApp Business API conversations carry a per-conversation fee set by Meta. Some providers add their own markup on top. Whapi does not. You pay Meta directly at their published rate, and Whapi charges only the flat monthly plan fee. Visit our pricing page for a visual breakdown.

The Pro plan costs $18.99 per month (or $149 per year, saving 35%). It includes everything in the Basic plan plus your own official WhatsApp API number, no message limit (WhatsApp API charges apply), abandoned checkout recovery, shipping updates, AI order taking, WhatsApp chat button/popup/newsletter, custom templates, and the ability to connect WhatsApp Business App with chat. A 3-day free trial is available.

The Team plan costs $79 per month. It includes all Pro features plus a shared inbox for unlimited agents, auto-assign conversations, agent workload auto-distribution, and priority support. A 3-day free trial is available.

Yes. You can upgrade or downgrade from the Whapi dashboard inside Shopify at any time. Upgrades take effect immediately. Downgrades take effect at the start of your next billing cycle.

On the Starter and Basic plans, Whapi notifies you when you approach your monthly COD message limit and pauses automated outbound messages when you reach it. You can upgrade your plan at any time to increase the limit, or wait for your billing cycle to reset. The Pro and Team plans have no message limit (standard WhatsApp API charges apply).

No. All Whapi plans are billed monthly with no long-term commitment. You can cancel at any time from your Shopify admin.

No. The free Starter plan does not require a credit card. Payment information is only needed when you upgrade to the Basic, Pro, or Team plan.

Setup takes under 5 minutes. After submitting your message templates, you wait for Meta approval before messages can be sent. Approval can take from a few minutes to sometimes more than a day. Follow our step-by-step setup guide for detailed instructions.

You need a Shopify store (any plan), a phone number for WhatsApp, and a Meta Business account. If you don't have a Meta Business account yet, you can create one for free during the Whapi setup process.

After installing Whapi, click "Connect WhatsApp Number" in the dashboard. This launches Meta's Embedded Signup flow that guides you through connecting your number. The process takes about 5 minutes. See the setup guide for details.

Yes, but it will need to be converted to a WhatsApp Business number. This means it will no longer work with the regular WhatsApp app on your phone. Many merchants choose to use a separate number for their business.

Meta Business verification is optional for basic usage but required if you want to send more than 250 business-initiated conversations per day. Verification involves submitting your business name, address, and a supporting document. It typically takes 1 to 3 business days.

Yes. Whapi includes a test mode that lets you send messages to your own number before enabling automations for real customers. We strongly recommend testing every automation before going live.

In the Whapi dashboard, navigate to the automation you want to customize and open the template editor. You can change the text, add dynamic variables like customer name and order number, include images, and write in any language your customers speak.

No. Whapi runs entirely in the cloud through the WhatsApp Business API. You manage everything from the Whapi dashboard inside your Shopify admin. There is no app to install on your phone.

The WhatsApp Business API is Meta's official solution for businesses to send and receive WhatsApp messages at scale. Unlike the WhatsApp Business app, the API supports automation, multiple agents, and integration with business tools. Learn more on our Official API page.

Yes. All messages are encrypted in transit using TLS. Whapi uses Meta's official API infrastructure, which means messages are protected by WhatsApp's end-to-end encryption between your business and the customer. Whapi does not store message content after delivery.

No. Because Whapi uses Meta's official WhatsApp Business API, there is very low risk of your number being banned for using the service. Unofficial WhatsApp tools that use screen scraping or reverse engineering can get numbers banned. Whapi never uses those methods.

Whapi uses the official WhatsApp Business API and follows Meta's technical requirements. However, it is your responsibility as the merchant to comply with Meta's WhatsApp Business policies, including opt-in requirements, message content guidelines, and anti-spam rules. Make sure you only message customers who have opted in and that your templates follow Meta's content policies.

Message templates are pre-approved message formats required by Meta for business-initiated conversations. They ensure that businesses send useful, expected messages rather than spam. Whapi provides ready-to-use templates for each automation, and you can customize them or create your own. Template approval by Meta can take anywhere from a few minutes to sometimes more than a day.

Meta requires that customers opt in to receive WhatsApp messages from your business. For transactional messages (order confirmations, shipping updates), providing a phone number at checkout typically counts as opt-in. For promotional messages (newsletters), explicit opt-in is required. It is your responsibility as the merchant to ensure you have proper opt-in from your customers.

When a customer messages your business on WhatsApp, a 24-hour window opens during which you can send unlimited messages to that customer. After the window closes, you can only send pre-approved template messages. This is Meta's standard policy for all WhatsApp Business API users.

When a customer places a Cash on Delivery order, Whapi automatically sends a WhatsApp message asking them to confirm or cancel. Confirmed orders are tagged in Shopify, and cancelled orders are flagged. This reduces fake orders. Learn more on the COD confirmation page.

Whapi detects when a customer abandons their checkout and sends a timed WhatsApp reminder with their cart details and a link to complete the purchase. WhatsApp messages have a over 90% open rate, dramatically outperforming email. See the abandoned cart page for full details.

Whapi sends automated WhatsApp notifications for order confirmed, shipped, out for delivery, and delivered. Each notification can include tracking details and estimated delivery dates. Visit the shipping updates page for more.

Customers can subscribe to restock notifications on your product pages. When a product is back in stock, Whapi automatically sends a WhatsApp alert with a direct link to purchase. Learn more on the back in stock page.

AI order taking lets customers message your WhatsApp number, describe what they want in natural language, and Whapi's AI finds matching products in your Shopify catalog and creates orders automatically. It works 24/7 in any language. See the AI order taking page.

The team inbox is a shared WhatsApp inbox where your entire team can view and respond to customer conversations. It includes conversation assignment, Shopify order context alongside each chat, and real-time collaboration. Details on the team inbox page.

After an order is delivered, Whapi automatically sends a WhatsApp message asking the customer to leave a product review. WhatsApp messages get significantly higher response rates than email review requests. See the review requests page.

Yes. The Pro and Team plans include newsletter broadcasts, allowing you to send promotional campaigns, product launches, and announcements to your customer list on WhatsApp. You can segment audiences and track delivery and open rates. Visit the newsletter page.

Yes. WhatsApp Business API messages support rich media including images, documents, videos, and interactive buttons. Whapi's template editor makes it easy to add these elements to any automation.

Yes. You can configure abandoned cart messages to include a discount code that incentivizes customers to complete their purchase. You control the discount type, amount, and which messages include the offer.

The most common cause is that the number is still active on the regular WhatsApp app or WhatsApp Business app. Delete or deactivate the account on your phone, then try connecting again through Whapi. Make sure the number can receive SMS or voice calls for verification. See our troubleshooting guide for more help.

First, check that your WhatsApp number shows a green status in the Whapi dashboard. Then verify that your message templates are approved by Meta. Finally, confirm that customer phone numbers include the correct country code and are valid WhatsApp numbers.

Check that the COD confirmation automation is enabled in the Whapi dashboard. Then verify that Whapi has "write orders" permission in your Shopify admin under Apps. If the issue persists, try disconnecting and reconnecting the Whapi app.

Meta reviews all message templates for compliance with their policies. Common rejection reasons include promotional language in transactional templates, missing variables, or policy violations. Review Meta's template guidelines, edit your template, and resubmit. Whapi's default templates are pre-approved to avoid this issue.

Verify that the abandoned cart automation is enabled and that you are on the Pro or Team plan. Check that the delay setting matches your expectations (e.g., if set to 1 hour, the message will not send until 1 hour after abandonment). Also ensure the customer provided a valid phone number at checkout.

You can reach Whapi support through the in-app chat in your Shopify admin, by emailing info@usewhapi.com, or by messaging us on WhatsApp. Pro plan customers receive priority support with faster response times.