WhatsApp and notifications in ecommerce
WhatsApp is where your customers are. Used well, it improves customer service and conversion; used badly, it is spam. We explain how to make the most of it.
Updated: 26/09/2026
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Most of your customers use WhatsApp every day. Integrating it into the store can improve customer service and answer questions at the very moment the customer hesitates.
Uses that work
- Pre-sale support: a button that opens a conversation with the team. It answers questions that would otherwise end in an abandoned cart.
- Order notifications: confirmation, shipping, delivery. They are read far more than an email.
- After-sales support: incidents and returns.
Campaigns
Sending promotions by WhatsApp requires explicit consent for that channel and the use of the official WhatsApp Business API with approved templates. Use it sparingly: the annoyance threshold is much lower than with email.
The floating button
- It must not cover important elements, especially on mobile (buy button, cookie notice).
- With visible opening hours, or an automatic message outside them.
- It must load without slowing down the page.
Internal notifications: beyond customers, alerts to the team (new order, failed payment, low stock, integration error) via Telegram, Slack or similar let you react in minutes instead of the next day.
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