You probably don’t need convincing that your customers are on WhatsApp. In India, it’s the most-used messaging app by far. In fact, it is projected to reach 795.67 million users in 2025. That’s not just impressive. That’s where your buyers live, talk, and expect updates.
If you run a Shopify store, a D2C brand, or manage orders directly through WhatsApp, you already know how often customers ask:
“Has my order shipped?”
“When will it arrive?”
“Where’s the tracking link?”
Answering these questions one by one slows you down. You don’t need to be stuck handling routine updates manually, especially when automation is right there, ready to take over.
This is where WhatsApp works as a weapon. It’s fast, personal, and already used by over 2 billion people. In fact, WhatsApp messages have a 98% open rate, way higher than email. And more than half of online shoppers say they actually prefer getting order updates through messaging apps like WhatsApp.
Brands leveraging WhatsApp automation have witnessed significant improvements, such as a 70% resolution rate on customer inquiries without live support.
In this guide, we’ll walk you through the steps to automate your eCommerce order updates on WhatsApp. First, let’s understand the role of these updates in satisfying customers.
When you keep customers informed about their orders, you build trust. Automated notifications ensure they know exactly what's happening, whether it's confirming an order, dispatching it, or sharing delivery details. This transparency reduces the need for customers to reach out with questions, saving time for both parties.
By providing timely updates, you show that you value their time and business, which can lead to increased loyalty and repeat purchases.
Suggested Read: Best WhatsApp Business Auto Reply and Greeting Message Examples
WhatsApp is a platform your customers already use daily. Messages sent through WhatsApp are typically read within minutes, making it an effective channel for real-time order updates. Unlike emails that might go unnoticed, WhatsApp messages are more likely to be seen promptly.
In fact, WhatsApp messages have an open rate of over 98%, and 80% of people check a new message within five minutes of receiving one. Additionally, WhatsApp allows for personalized communication, enabling you to address customers by name and provide specific order details, enhancing their overall experience.
To fully leverage these benefits, it's important to identify which order updates can be automated to keep customers informed every step of the way.
If you're setting up automated WhatsApp messages for your store, it helps to know which updates make the most difference. Each one plays a role in keeping the customer informed and avoiding unnecessary support questions.
Here’s a breakdown of the key updates worth automating and why they matter.
This is the first message your customer expects to receive right after completing their purchase. It reassures them that the order has gone through and that payment has been received.
Why it's important:
It sets the tone for what comes next. Without this, customers might assume something went wrong and may contact your team right away.
What to include:
This update tells the customer that their order has been handed over to the courier or shipping partner. It usually marks the end of your team’s handling of the product and the start of the logistics process.
Why it's important:
It provides a clear handoff and shows that progress is being made. It also prepares the customer to start tracking the shipment.
What to include:
This message confirms that the parcel is now on the move and is no longer waiting at the warehouse or fulfillment center.
Why it's important:
Customers want to know when their product has left the facility and is actively being transported. This is one of the most anticipated updates.
What to include:
This message informs the customer that their parcel is expected to arrive that day. It’s short notice that gives them time to make any necessary arrangements.
Why it's important:
Missed deliveries often happen because customers weren’t aware that the courier was on the way. This update helps reduce that risk.
What to include:
This is a message sent once the courier marks the order as delivered. It gives customers peace of mind that the item has arrived.
Why it's important:
If the customer isn’t at home or if someone else accepts the delivery, this update ensures they know when and where the package was dropped off.
What to include:
Sometimes, orders don’t reach their destination on the first attempt. This update informs the customer about what went wrong and what to do next.
Why it's important:
A lack of communication here often leads to frustration. By sending a message right away, you show that you're aware of the problem and are ready to fix it.
What to include:
By automating these six updates, you reduce the number of repetitive queries your team has to handle and give your customers a smoother, more predictable experience from checkout to delivery.
Each message should be short, accurate, and timed to match the customer’s expectations. With the right setup, this kind of automation runs quietly in the background, freeing you to focus on running your store.
Need help building these flows without starting from scratch? Zoko makes automation plug-and-play for you. You don’t need to be a developer to look like a pro. See how Zoko does it.
Now that you know which updates to automate, let’s look at the tools you’ll need to make it all work smoothly.
If you’re using WhatsApp to talk to customers, you’ll need a WhatsApp Business API to send automated messages. The regular WhatsApp Business app won’t do it, it’s built for manual replies.
This is where partners like Zoko come into play. Platforms like this help you:
There’s no need to build any of this from scratch. You just plug your store into a platform that does the heavy lifting. With the right tools in place, setting up your automation flow is straightforward. Follow these key steps to get everything running.
If you're looking to reduce support queries and give your customers the updates they expect, setting up automation is the way to go. You don’t need coding skills or a technical background, just the right tools and a clear flow. Here’s how to get everything in place, from getting WhatsApp API access to setting up triggers and testing the final result.
The first thing you need is access to the WhatsApp Business API. This isn’t the same as using the WhatsApp Business app.
You can either apply directly through Meta or, more realistically, work with a platform like Zoko that already provides API access as part of their service. This makes setup quicker and more manageable.
Next, you need to link your store, whether it’s Shopify, WooCommerce, or another platform, with your WhatsApp messaging system.
Most platforms offer ready-made integrations or plugins. For example:
This connection is what lets your system “know” when to send each update.
WhatsApp doesn’t allow you to send unapproved messages out of the blue. Every automated message you want to send, like “Order Confirmed” or “Out for Delivery”, needs to be submitted as a template.
You’ll need to:
Once approved, these templates can be used for automation.
You can read Best WhatsApp Business Auto Reply and Greeting Message Examples while creating these templates.
Now that you have your templates and your store is connected, it’s time to define when each message goes out.
You’ll set triggers like:
This step usually happens inside your automation dashboard, where you can match specific events to specific templates.
Before going live, it’s important to test everything:
You only need to test once, but it’s worth the extra 15 minutes.
Suggested Read: Send Bulk WhatsApp Messages Efficiently
Once automation is live, keep an eye on how it’s working:
Some tools like Zoko include built-in dashboards where you can track performance and make small adjustments as needed.
Sending updates is one thing. Making them work well for you and your customers is another. Here are two simple ways to get more out of your automation setup.
Add tracking links where possible. If someone can check their delivery status with a single tap, they’ll be less likely to message you. It’s a small thing that makes a big difference.
Use the customer’s name. Add your logo or brand tone if your platform allows it. The more it feels like it’s coming from you, not a robot, the better the experience. A message that says, “Hi Riya, your order #1573 has just shipped,” will always feel more human than a plain, generic update.
WhatsApp is all about real-time conversations. Make sure you or your chatbot are available to respond quickly when customers reach out with questions. This keeps the communication smooth and personal.
After delivery, ask customers for feedback. This shows you care about their opinion and helps you learn about the delivery process, including how well the carrier performed. A quick survey can give you valuable insights to improve your service.
Don’t stop at delivery. Set up automated messages for returns and exchanges to keep customers informed about pickup times, refunds, and exchange details. This creates a consistent experience and strengthens customer trust.
People enjoy interactive content. Use images, videos, or voice notes in your messages to make updates more engaging. This can help explain things better, like showing a product or giving delivery instructions.
To better utilize WhatsApp to enhance customer experience, read How to Use WhatsApp for Customer Service Effectively
Smart messaging builds trust, reduces friction, and creates a better customer experience at every step. By making your messages useful, personal, and engaging, you turn simple notifications into moments that matter.
Automating your order updates isn’t just about saving time. It’s about building trust without needing constant back-and-forth. When customers know what’s happening with their order without having to ask, it reflects well on your brand and keeps support queues clean.
If you're already using WhatsApp to talk to your customers, using it to send order updates is the next logical step. Start simple, keep it clear, and build from there.
The good news? You don’t have to build it all from scratch. Platforms like Zoko streamline the process, especially if you're running a Shopify or D2C store. With minimal setup and full flexibility, our platform is designed to work with your existing flow.
Are you curious to see how it fits into your business? Contact us for a quick walkthrough and see how easy it is to get started.
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