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Set up WhatsApp marketing in Shopify Messaging

Before you can create a WhatsApp marketing campaign, you need to connect your WhatsApp Business Account in addition to setting up Shopify Messaging.

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Step 1: Preparing to connect WhatsApp to Shopify Messaging

If you have an existing WhatsApp Business Account that's already connected to another provider and you want to connect it to Shopify Messaging, then you first need to disconnect your account from that provider. If your WhatsApp Business Account connection has an existing payment method on file, then it can't be connected to Shopify, and you instead need to create a new WhatsApp Business Account.

Before you connect your WhatsApp account to Shopify, ensure that you have the following business information and permissions ready:

  • Your legal business name and business category.
  • Your Facebook and Meta Business account credentials.
  • The phone number you want to use for WhatsApp. You can use any of the following options during setup:
    • An existing phone number for your business, such as your customer service phone number.
    • A phone number provided by WhatsApp, which you can request during setup. When you select this option, Meta reviews your business and display name before you can start sending messages, which can take up to 5 business days. You receive an email when the review is complete.
    • A phone number that you've purchased from a third-party provider such as Twilio or Infobip.

Step 2: Connect WhatsApp to Shopify Messaging

The steps to set up WhatsApp marketing for Shopify Messaging depend on whether you already have a WhatsApp Business Account:

  • New to WhatsApp Business: You'll create a new WhatsApp Business Account and phone number through Meta's embedded signup during setup.
  • Existing WhatsApp Business Account: You can connect your existing WhatsApp Business Account to Shopify Messaging.

Steps:

Set up a new WhatsApp account

  1. From your Shopify admin, go to Apps > Messaging.

  2. Click Settings.

  3. In the WhatsApp section, click Connect WhatsApp.

  4. To set up a new dedicated WhatsApp account for your Shopify store, select Set up a new WhatsApp account.

  5. Click Continue.

  6. Review the Before you connect to Meta preparation steps, and then click Connect to WhatsApp.

  7. In the Facebook Login for Business dialog, click Next.

  8. Enter a new WhatsApp Business Account name, and then click Next.

  9. Select a business category from the Category drop-down menu, and then click Next.

  10. On the Add a WhatsApp phone number page, do either of the following:

    • To request a phone number from WhatsApp:
      1. Select Use a display name only.
      2. Enter the WhatsApp Business display name that you want to use.
      3. Click Next.
    • To use your own business phone number, or a phone number that you've purchased from a third-party provider:
      1. Select Add a new number.
      2. Select your country code and enter your phone number in the Phone number field.
      3. Enter the WhatsApp Business display name that you want to use.
      4. Verify your phone number through text message or phone call.
      5. Click Next.

  11. Click Finish.

  12. After Meta confirms your connection, click Continue to complete setup.

Switch from another provider with an existing WhatsApp account

  1. From your Shopify admin, go to Apps > Messaging.

  2. Click Settings.

  3. In the WhatsApp section, click Connect WhatsApp.

  4. To keep your existing WhatsApp Business Account profile and phone number, select Switch from another provider.

  5. Click Continue.

  6. Review the Before you switch to Shopify preparation steps, and then click Continue.

  7. Review the Before you connect to Meta preparation steps, and then click Connect to WhatsApp.

  8. In the Facebook Login for Business dialog, click Next.

  9. Enter your WhatsApp Business Account name, and then click Next.

  10. Select your business category from the Category drop-down menu, and then click Next.

  11. On the Add a phone number page, do either of the following:

    • To request a phone number from WhatsApp:
      1. Select Use a display name only.
      2. Enter the WhatsApp Business display name that you want to use.
      3. Click Next.
    • To use your own business number, or a phone number that you've purchased from a third-party provider:
      1. Select Add a new number.
      2. Select your country code and enter your phone number in the Phone number field.
      3. Enter the WhatsApp Business display name that you want to use.
      4. Verify your phone number through text message or phone call.
      5. Click Next.

  12. Click Finish.

  13. After Meta confirms your connection, click Continue to complete setup.

If you already have customers who consented to WhatsApp marketing through another provider, then you can import their consent settings to your Shopify admin in one of the following ways:

  • CSV file: Include the Accepts WhatsApp marketing column in your CSV, and set the value to yes for customers who have consented. For more information, refer to Importing and exporting customers.
  • Bulk editing: Update the Accepts WhatsApp marketing field across multiple customer profiles at the same time from the Customers section of your Shopify admin. For more information, refer to Managing customers.

Optional: Verify your business with Meta

Verifying your business with Meta before you start creating WhatsApp marketing campaigns is optional, but is recommended for the following benefits:

  • Faster template approval: Message templates from verified businesses are typically reviewed and approved by Meta more quickly.
  • Higher messaging limits: Verification helps your account move through Meta's messaging limit tiers faster, which increases the number of customers that you can message per day.
  • Increased trust: A verified business helps build trust with both Meta and your customers as you scale your marketing efforts.

You can complete business verification at any time in either of the following ways:

Optional: Set up keyword replies

When you create a WhatsApp marketing campaign, you can add Quick reply buttons with optional default responses so that when customers reply to your campaign with messages containing certain keywords, they receive an automated response from your store. Keywords aren't case sensitive.

In addition to the default quick replies for WhatsApp, you can add custom keyword replies to your Shopify Messaging settings. The Keyword is the word that a customer must include in their message to trigger a reply, and the Response is the message that you want to send to customers when they use the keyword.

Steps:

  1. From your Shopify admin, go to Apps > Messaging.

  2. Click Settings.

  3. In the WhatsApp section, next to Keyword replies, click Add keyword.

  4. In the dialog, enter your Keyword and Response.

  5. Click Save.