WhatsApp automation for vendors

Give product questions, order confirmations and follow-ups a clear path through your shop, even when your team is busy.

Engentra combines a WhatsApp and Instagram team inbox with workflows, catalog information and AI-assisted replies. For a vendor selling through chat, start with one repeatable task: answering a product question, following up on a quote or recording a confirmed order. Add more automation after you have checked the first journey yourself.

1. Connect your shop and prepare your team

Create your workspace and connect WhatsApp in Settings → Channels. Supported WhatsApp Business app coexistence lets you keep using the app alongside Engentra. Add team members who will answer customers and take over conversations that need a person. The shop setup guide covers the starting steps.

2. Give answers a reliable source

Add product names, prices and availability to your catalog. Configure your AI assistant with your business information and handover rules. Check its answers with real questions from your shop before enabling automatic replies. Keep a person available for unclear requests and exceptions.

3. Build a follow-up around a real customer action

In Workflows, choose a trigger, conditions, delay and message. For example, follow up on a quote when the customer has gone quiet, or send an update after your store records that an order was packed. Read automatic follow-ups for the merchant steps and workflows for configuration details.

4. Confirm the order before requesting payment

A chat order should show the products, quantities, currency and total for the customer to confirm. A product question is not a confirmed purchase. In Engentra, review the order in the inbox and keep the customer confirmation step in your sales journey.

For eligible workspaces with an enabled merchant account, the payment flow can request payment for the confirmed order and send a receipt after provider confirmation. Current merchant onboarding requires an enabled country, an eligible plan and provider approval. Available payment methods and selling currencies depend on the configured market and account capabilities. Your checkout currency can differ from the balance currency the provider holds; check the account settings before quoting a customer. Demo checkout is a simulation and collects no money.

5. Check the customer experience and the result

1. Ask a product question and check that the answer matches your catalog.
2. Confirm the order and check its quantity, currency and amount in the inbox.
3. Use the demo to review the payment experience without collecting money.
4. Check that your team can take over and that opted-out customers receive no follow-ups.
5. Review Sales and results; distinguish manually recorded sales from collected payments.

Already have a website? Use store integrations or the Engentra API and webhooks guide to bring customer activity into the same workflows.