WhatsApp conversational commerce is not complete because a chat link points to Shopify. Define discovery, specification questions, share link, cart creation, payment, order lookup, and human handoff separately. Availability depends on WhatsApp/Meta account, country, template policy, category, and Shopify channel changes; verify current official eligibility.
Conversation-to-order boundary
Define product entity, SKU, variant, price, currency, stock, market URL, UTM, and order source. Chat price and stock must match the Shopify page; a bot must not guess order, tax, refund, or offer eligibility. Test login, mobile checkout, payment, delivery, and returns after the handoff.
| Task | Facts | QA |
|---|---|---|
| Discovery | Product, specs, media | Link and page |
| Conversation | Language, market, access | Template and handoff |
| Transaction | Cart, payment, tax | Test order |
| Support | Order, return, complaint | Access and escalation |
Markets and privacy
Maintain language, currency, delivery, returns, support hours, and marketing consent by market. WhatsApp number, message, order, and address are sensitive business data; use least privilege, consent, retention, and deletion. Automated messages must follow current template and advertising policy.
Attribution and content
Separate conversation, click, add-to-cart, order, refund, handoff, and margin with consistent UTM and window. Put public product facts, FAQs, and policies on crawlable pages; chat records and customer data should remain private.
FAQ
Can WhatsApp always complete Shopify checkout inside chat?
No assumption is safe. It depends on current Meta/WhatsApp products, country, account, and Shopify channel capability.
Can a bot issue refunds or change price?
Do not assume so; order, payment, privacy, and fraud need access and human review.
How can stale chat price be avoided?
Use product page and cart as source of truth and test stock, price, and offer expiry.
How does WhatsApp commerce support GEO?
Put public product facts, policy, and FAQs on crawlable pages, keep chat data private, and cite sources.