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A visitor is unsure about a size or a material and messages you from the product page instead of clicking away.
Online stores and e-commerce
Every question about an order gets an answer, including the Saturday-night one
One customer asks whether the size runs small, another whether the parcel will arrive by Saturday. Those messages land on one number, and the answers you type every day go out automatically.
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NF
Noord Fietsonderdelen
Today
Hi! I ordered on Monday, order number 10428. Is it on its way yet?
Automated
Your parcel shipped yesterday with PostNL. Delivery today between 13:00 and 15:00.
Great. Does that cassette fit a 2019 Shimano 105, by the way?
It does. You'll need an 11-speed chain with it, I'll put one in the box.
How it works today
Where the hours go
- The same delivery question every single day, looked up by hand in your store admin each time.
- Messages arrive through the contact form, email, Instagram, and a colleague's personal number.
- A customer hesitating over a size on Saturday reads your answer on Monday.
- Nobody fills in the returns form, so the return turns up as an email anyway.
The customer journey
Every step in the same conversation
Order
As soon as the order comes in, the confirmation goes into the conversation, with what was ordered and when it ships.
Delivery
Every time the status changes, the flow sends the tracking link, so nobody has to ask where their parcel is.
Return
If it doesn't fit, you handle the return in the same conversation, with the order number and the reason already there.
Next time
When an item is back in stock, the customers who were waiting for it get a message about it.
What online stores do with it
A typical week
Where's my parcel
The order status comes in through Zapier or a webhook and goes straight to the customer as a message.
Unsure about the size
A question about fit or material gets answered in the conversation, before the customer clicks away.
Abandoned cart
An abandoned cart triggers one message, only for customers who opted in.
Back in stock
Customers who were waiting on a sold-out item hear about it the moment it lands.
Returns without a form
The customer sends the order number and the reason, and you see both next to the conversation.
Answering with more people
Everyone works in the same inbox, with labels and assignment, so nobody answers twice.
That's how online stores use it today. If you work differently, we'll build the flow that fits.
In practice
An online store in its own words
We already had a large email list, but open rates kept dropping every year. Since building a WhatsApp list through Tobachat, our restock revenue has doubled. Customers see the message come in and often order the same day.
Integrations
What your store passes on
Your store sends a new order or a status change to Zapier or a webhook. The flow picks it up and sends the right message, with the order number and tracking link. If your store can't do either, tell us and we'll build the connection.
Price
What it costs
Automations come with every plan, integrations start at Growth. Meta charges separately for each message you send, with no markup from us.
Frequently asked questions
About WhatsApp for your store
Get your first store flow live.
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