WhatsApp orders — setup and delivery checks
Customers build a cart on your storefront and open a message in WhatsApp. The website also tries to send the order to your cenaly.ge dashboard. These are separate actions: opening a chat does not mean you have received an order.
1. Overview#
The order button uses a wa.me link to your location's phone number.
Regular WhatsApp or WhatsApp Business works; this button does not require Cloud API credentials.
The message includes the cart items, selected options, total and fulfilment details. Customers must send the prepared message themselves in the chat. You reply in WhatsApp and process the order in your dashboard if it has arrived there.
What customers do#
- Open your storefront and add items to the cart.
- Choose an available fulfilment method and complete the required fields.
- Select Order via WhatsApp.
- Check the sending result on the website and open WhatsApp if it did not open automatically.
- Check the recipient and message, then select Send in WhatsApp.
- Wait for confirmation from your team.
Message contents#
The message includes the order number, items with quantities and options, total, fulfilment method and contact details entered by the customer. Prices and currency come from the order; the message uses the menu language. Customers should check the delivery address and notes before sending.
What you need to get started#
- Access to the relevant location's settings, with storefront ordering enabled.
- A WhatsApp number that a team member actively monitors.
- Configured fulfilment methods, such as delivery or pickup.
- A device to receive messages and access to Orders.
Decide who monitors the chat and who accepts orders in the dashboard. If these are different people, agree to check the order number before preparation.
3. Setup#
- Open My website → Online ordering for the relevant location.
- Enable Accept orders via WhatsApp in the ordering settings.
- Enter the WhatsApp number in international format, including its country code.
- Save the settings and open that location's customer storefront.
- Build a test cart and check that the button opens the correct recipient.
- Send a test message, then find the same order in your dashboard.
Do not enter an extension or a group invitation link instead of a phone number. Seeing the button is not enough: check receipt of both the message and the order.
4. Processing orders#
- Open the incoming message and check the order number, contents and fulfilment method.
- Find the order in Orders. If it is already there, use it rather than creating another from the message.
- Check availability, total and address, and agree any changes with the customer.
- Accept the order in the dashboard and reply in the chat.
- Update its dashboard status as work progresses. A WhatsApp reply does not update the order status.
Checking that an order arrived#
| Website state | Meaning | What to do |
|---|---|---|
| Sending to the server is not confirmed | The order may be missing from the dashboard | Send the WhatsApp message; check connectivity and use the offered retry action |
| Order is waiting to be sent | It is queued on the customer's device | Keep the page open, restore connectivity and tell the team about the order |
| Order was sent to the business | The server acknowledged delivery | Find and accept the order in the dashboard |
| Order was confirmed by the business | The order has moved into processing | Continue tracking fulfilment |
These describe the states; the wording depends on the customer's language. Do not treat an order as accepted merely because WhatsApp opened.
Limitations#
- The button neither sends the message for the customer nor reads your reply.
- During a connection failure, an order is not guaranteed to appear in the dashboard until the server acknowledges it.
- A WhatsApp message does not confirm payment. Check payment separately.
- This setting does not connect iFood, Rappi, PedidosYa or a courier service.
- Dashboard messaging through WhatsApp Cloud API is a separate connection; see Guest chat.
- Delivery, taxes and payment methods remain subject to your location's settings; WhatsApp does not extend their availability.
Troubleshooting#
| Problem | What to check |
|---|---|
| The button is missing | Correct location, ordering and WhatsApp enabled, valid phone number |
| The chat did not open automatically | Use the WhatsApp link on the result screen; the browser may have blocked a new window |
| The wrong recipient opened | Correct the phone number and country code in location settings |
| The chat opened but no message arrived | Ask the customer to select Send in WhatsApp |
| A message arrived but no dashboard order | Check the website result and connection; search again by order number before entering it manually |
| The dashboard order exists but there is no message | The website may have reached the server before the message was sent; confirm the customer's intention and contact details |
| The customer repeated the message | Match its number and contents to the existing order; do not prepare it twice automatically |
When contacting Support, include the location, time, order number and website sending result. Do not forward unnecessary customer personal information.
5. Frequently asked questions#
Do I need WhatsApp Business API?#
Not for the order button. It opens a message using wa.me.
Can an order appear in the dashboard if the customer never sends the message?#
Yes, if the website successfully delivered it to the server. It is not guaranteed during an error or while waiting for connectivity. Check both channels.
Does replying “accepted” in WhatsApp update the website status?#
No. Process the order in your dashboard: messaging and order status are separate actions.
Can I treat the chat as proof of payment?#
No. Check payment in its designated section or with the payment provider.