WhatsApp Commerce

45min
﻿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
Paid account on Engati with WhatsApp enablement or plan
360dialog to be the WhatsApp provider or BSP
Access to the verified Facebook Business Manager of the WhatsApp phone number and account
Access to catalogue or Shopify merchant store
Additional Requirements for White Label Partners
Ensure that your Facebook application has access to permissions - catalog_management, business_management
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’.
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Step 6: To create a new catalog, select the type of catalogue and and click on ‘Next’
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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
Click on the option ‘Connect a partner platform’
Select ‘Shopify’ from the dropdown list as a Partner Platform
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  3. Click on the button ‘Go to Shopify’
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  4. In Shopify, login to the respective store and click on ‘Sales channel’ from the right side navigation menu
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  5. Select ‘Facebook and Instagram’ as a sales channel
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  6. Select the option to ‘Advertise your products on Facebook’ and click on 'Start setup' button
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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
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7. Click on the ‘Connect Account’ button to connect your Facebook Account
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  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
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10. Select the Ad account linked with the connected Facebook page, select the target country and click on ‘Finish setup’
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11. Agree to the terms and conditions and click on 'Submit Review' button at the bottom right
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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
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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
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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'
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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
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17. Select the correct business account from the top left dropdown and click on the catalog available
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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
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19. Click on the latest successful update of the catalog and select ‘Settings’
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20. Click on ‘Add Rule’ and select the option to ‘Set default values’
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21. Select ‘origin_country’ from the dropdown and input the value as ‘IN’ (for India) and click on ‘Create button’
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22. Click on the option to ‘Apply rules’ and wait for the rule to be applied
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﻿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)﻿
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
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     2. Click on ‘View Catalogue’ to view the catalogue
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     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
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     4. Click on ‘Data feed’ to bulk upload items to the catalogue
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     5. Click on the option 'No', to get a template sheet which can be used to fill in the details
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     6. Download the applicable template and upload a list of products as a CSV/XML file
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     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
Navigate to Commerce manager from - https://business.facebook.com/commerce﻿
Click on hamburger (three line) icon on top left and select ‘WhatsApp Manager’
Click on ‘Catalog’ on left navigation menu and click on ‘Connect catalogue’ and choose a catalogue
If a catalogue is already connected to the WhatsApp account, disconnect and connect the required catalogue
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Step 9: On the Engati portal, navigate to Configure and Deployment. In WhatsApp settings, a new tab for Commerce will appear
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Step 10: Connect your Facebook Business Manager account to Engati
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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.
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Step 12: Click on the ‘View Catalog’ button to verify the items in the connected catalogue
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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
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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
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Step 15: Ensure that your business information is set up, by navigating to ‘Setup’ tab and clicking on ‘Configure Provider’
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Step 16: Only for Indian customers with WhatsApp number starting with ‘91’
Complete compliance requirement. This can be done from the Engati portal.
Navigate to the WhatsApp channel in Configure and select Commerce tab
Click on the message to complete compliance
Fill in the details and click on Save
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﻿Setting up the flow﻿
﻿WhatsApp Commerce Node﻿
Use the WhatsApp commerce node in the path builder to create the user journey
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
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     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'
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Use 'Set User Attribute' node to populate the attribute {{commerce.display_product}} with Product IDs
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Content IDs can be entered as an array in the following format in the attribute {{commerce.display_product}}
JS
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"commerce.display_product":
[{"product_id":"30000000"},{"product_id":"37000000"},{"product_id":"370900"},{"product_id":"370"},{"product_id":"3709"}]


"commerce.display_product":
[{"product_id":"30000000"},{"product_id":"37000000"},{"product_id":"370900"},{"product_id":"370"},{"product_id":"3709"}]

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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
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﻿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
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﻿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
Java
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var responseData = {{commerce.cart}}; 
var retailernames = [];
var retailerIds = [];
var quantityIds=[];
var totalprice=0;
var quantity = 0;
for (var index = 0; index < responseData.length; index++)
{ 
totalprice= totalprice+parseInt((responseData[index].item_price)*(responseData[index].quantity));
retailernames.push(
responseData[index].name);
retailerIds.push(responseData[index].product_retailer_id);
quantity = quantity +parseInt(quantityIds.push(responseData[index].quantity));
}
process({
"data": { },
"attributes": [
{
"name": "retailernames",
"value": JSON.stringify(retailernames)
},
{
"name": "totalPrice",
"value": JSON.stringify(totalprice)
},
{
"name": "retailerIds",
"value": JSON.stringify(retailerIds)
},
{
"name": "quantityIds",
"value": JSON.stringify(quantity)
}
]
});
var responseData = {{commerce.cart}}; 
var retailernames = [];
var retailerIds = [];
var quantityIds=[];
var totalprice=0;
var quantity = 0;
for (var index = 0; index < responseData.length; index++)
{ 
totalprice= totalprice+parseInt((responseData[index].item_price)*(responseData[index].quantity));
retailernames.push(
responseData[index].name);
retailerIds.push(responseData[index].product_retailer_id);
quantity = quantity +parseInt(quantityIds.push(responseData[index].quantity));
}
process({
"data": { },
"attributes": [
{
"name": "retailernames",
"value": JSON.stringify(retailernames)
},
{
"name": "totalPrice",
"value": JSON.stringify(totalprice)
},
{
"name": "retailerIds",
"value": JSON.stringify(retailerIds)
},
{
"name": "quantityIds",
"value": JSON.stringify(quantity)
}
]
});
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