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45min

WhatsApp Commerce

Introduction

This document will help you understand the enablement process for WhatsApp Commerce. This feature is not available by default for all customers. Please write to us at support@engati.com to enable this for your account. New customers can reach out to us at contact@engati.com

Prerequisites

  1. Paid account on Engati with WhatsApp enablement or plan
  2. 360dialog to be the WhatsApp provider or BSP
  3. Access to the verified Facebook Business Manager of the WhatsApp phone number and account
  4. Access to catalogue or Shopify merchant store

Additional Requirements for White Label Partners

  1. Ensure that your Facebook application has access to permissions - catalog_management, business_management
  2. Add your Facebook account as an admin or developer to the Facebook application

Getting started with WhatsApp Commerce

Steps to follow

Step 1: Customer should have a valid WhatsApp account with Engati and 360dialog as a WhatsApp provider

Step 2: Ensure that you have the right entitlement and feature enabled to use WhatsApp Commerce. Contact support@engati.com or your CS/Sales representative for the enablement

Step 3: Customer should have access to a verified Facebook Business Manager account connected with the 360dialog account

Step 4: Add your Facebook account as an admin to the Facebook Business Manager

Step 5: Navigate to the Facebook Business Manager - https://business.facebook.com/commerce and create a new catalog. If you see the following screen, click on ‘Get Started’ and ‘Create a catalogue’.




Step 6: To create a new catalog, select the type of catalogue and and click on ‘Next’



Step 7: In the next step, choose from the following depending on availability of a catalog using Shopify store or manual upload

Reference documentation:- https://www.facebook.com/business/help/1275400645914358?id=725943027795860

For Shopify Stores

Reference documentation:- https://help.shopify.com/en/manual/online-sales-channels/facebook/setup#installing-the-current-facebook-channel

  1. Click on the option ‘Connect a partner platform’
  2. Select ‘Shopify’ from the dropdown list as a Partner Platform


3. Click on the button ‘Go to Shopify’



4. In Shopify, login to the respective store and click on ‘Sales channel’ from the right side navigation menu




5. Select ‘Facebook and Instagram’ as a sales channel




6. Select the option to ‘Advertise your products on Facebook’ and click on 'Start setup' button



If the above screen is not visible and you already have a catalog connected, you will see the below screen. If that's the case you can directly jump to Step #13



7. Click on the ‘Connect Account’ button to connect your Facebook Account



8. Sign in to your Facebook account and give the necessary permissions

Note: Please ensure that the account you are connecting should have admin access and access to create publish ads on Facebook

9. Connect to the relevant Business account by clicking on the ‘Connect’ button



10. Select the Ad account linked with the connected Facebook page, select the target country and click on ‘Finish setup’



11. Agree to the terms and conditions and click on 'Submit Review' button at the bottom right




12. Click on the 'Publish products' option on the right, select option to publish the products on 'Facebook and Instagram' to make the products available for WhatsApp Commerce



Note: Publishing and further syncing of the catalog with WhatsApp commerce and Facebook Business Manager may take some time. Kindly wait for 3-4 hours before trying again.

13. Post publishing products, your products will be synced and the screen will show the number of products synced with the information on the approved, rejected products by Meta



14. Clicking on 'View all products' will show all the products in your catalog, products that have been synced successfully will have the checkbox ticked in the column 'Facebook & Instagram'




15. If the column is not visible click on 'Columns' button on top right and search and select the column - 'Facebook & Instagram'

16. Navigate back to the Facebook commerce page by going to https://business.facebook.com/ and selecting ‘Commerce’ from the left-side menu



17. Select the correct business account from the top left dropdown and click on the catalog available




Only for Indian stores with a WhatsApp number starting with ‘91’

18. Click on the available catalog and select ‘Data sources’ from the left navigation menu



19. Click on the latest successful update of the catalog and select ‘Settings’




20. Click on ‘Add Rule’ and select the option to ‘Set default values’



21. Select ‘origin_country’ from the dropdown and input the value as ‘IN’ (for India) and click on ‘Create button’




22. Click on the option to ‘Apply rules’ and wait for the rule to be applied




Note: This step might take some time to reflect depending on Facebook sync frequency with Shopify catalogue, kindly edit Items in Shopify and Save them to ensure they are synced instantaneously.

Using Manual upload (for other stores without a partner ecommerce platform)

  1. Click on the option to ‘Upload product info’, select a catalogue owner and give your catalogue a name. Click on ‘Create’ to proceed with catalogue creation


2. Click on ‘View Catalogue’ to view the catalogue



3. Click on ‘Items’ from the left navigation menu and then click on ‘Add items’ on the top right to add single or multiple items. Select multiple items to bulk upload items




4. Click on ‘Data feed’ to bulk upload items to the catalogue



5. Click on the option 'No', to get a template sheet which can be used to fill in the details



6. Download the applicable template and upload a list of products as a CSV/XML file



7. Populate the CSV/XML file and click on the ‘Upload file’ button to upload the file

Only for Indian stores with WhatsApp numbers starting with '91'

8. Ensure that the uploaded file has ‘origin_country’ and ‘importer_address’ as a column with values filled. Refer to the attached sample file below

Sample format: https://docs.google.com/spreadsheets/d/1HiBzEpE4qCS1BFfMcPTuRg9dJ_yj16mfmMQs4fLds70/edit?usp=sharing

Step 8: Connect your catalog with WhatsApp account. You can connect your uploaded catalog or Shopify/commerce platform catalog

Reference documentation: https://docs.360dialog.com/whatsapp-api/whatsapp-api/products-and-catalogs#connect-the-catalog-to-a-waba

  1. Navigate to Commerce manager from - https://business.facebook.com/commerce
  2. Click on hamburger (three line) icon on top left and select ‘WhatsApp Manager’
  3. Click on ‘Catalog’ on left navigation menu and click on ‘Connect catalogue’ and choose a catalogue
  4. If a catalogue is already connected to the WhatsApp account, disconnect and connect the required catalogue



Step 9: On the Engati portal, navigate to Configure and Deployment. In WhatsApp settings, a new tab for Commerce will appear



Step 10: Connect your Facebook Business Manager account to Engati



Step 11: Select the applicable catalog from the list of catalogs that are available for your Facebook Business Manager account. Please note that, only one catalog can be connected at a time to one chatbot.



Step 12: Click on the ‘View Catalog’ button to verify the items in the connected catalogue



Step 13: Select additional configurations and settings for your WhatsApp commerce and Save

  • You can choose the path to trigger when the user finalizes and send the cart
  • And select the path to trigger or FAQs to trigger when user clicks on ‘Send Message’ for a particular product


Step 14: Finalized or checked-out cart can be viewed by,

  • Navigating to Messages, selecting a particular conversation and clicking on ‘WhatsApp cart’ on the right side 
  • You can also use {{commerce.cart}} attribute in the flow, this attribute will be populated with latest cart items of the user



Step 15: Ensure that your business information is set up, by navigating to ‘Setup’ tab and clicking on ‘Configure Provider’




Step 16: Only for Indian customers with WhatsApp number starting with ‘91’

Complete compliance requirement. This can be done from the Engati portal.

  1. Navigate to the WhatsApp channel in Configure and select Commerce tab
  2. Click on the message to complete compliance
  3. Fill in the details and click on Save



Setting up the flow

WhatsApp Commerce Node

Use the WhatsApp commerce node in the path builder to create the user journey

  1. Search & Display
  • This action can help search for a particular product in the catalog
  • Use 'Request user data' node to get input about product name/type from the user and save it to an attribute
  • Call the same attribute in Search & Display action of WhatsApp commerce node
  • This will render all matched products pertaining to the captured search term on WhatsApp



2. Display

  • This action can help display products in the catalog
  • Get Content IDs from catalog under Facebook Commerce Manager and put it in following array format as 'product_id'

  • Use 'Set User Attribute' node to populate the attribute {{commerce.display_product}} with Product IDs


  • Content IDs can be entered as an array in the following format in the attribute {{commerce.display_product}}
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  • This can then be connected with the respective category and further to the WhatsApp commerce node with Display action

Cart checkout

  • Configure the required path to be triggered under Cart Checkout section of the Commerce tab
  • Once user finalizes and checks out the cart, this configured path will be triggered
  • As part of the bot flow, you can have Live chat node to trigger a live chat request or configure relevant flow to capture final product names, IDs and price of the cart items
  • You can also use {{commerce.cart}} attribute in the flow, this attribute will be populated with latest cart items of the user


Agent View

Agents can navigate to Messages, select a particular conversation and clicking on ‘WhatsApp cart’ on the right side to view latest cart of the user




Quick Script

Once the user confirms and sends the cart to business, configured path can be triggered. As part of the path, Script node can be used to extract various

  • Finalized cart of the user is saved under the attribute - {{commerce.cart}}, this can be used in the flow for latest cart items
  • Following script can be used, which will create the following attributes
    • retailernames: All names of the final cart items
    • totalPrice: Final total price of the cart
    • retailerIds: All IDs of the final cart items
    • quantityIds: Total quantity of the cart
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Updated 03 Mar 2023
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TABLE OF CONTENTS
Introduction
Prerequisites
Additional Requirements for White Label Partners
Getting started with WhatsApp Commerce
Steps to follow
For Shopify Stores
Using Manual upload (for other stores without a partner ecommerce platform)
Setting up the flow
WhatsApp Commerce Node
Cart checkout
Agent View
Quick Script