CleanCloud can send automatic order updates to your customers on WhatsApp. If a customer replies, you can answer them from their profile.
Before you start, check that:
WhatsApp is available in your country. Go to More > Store Settings > Communication > Notifications > WhatsApp Management to see availability and message fees. If it isn’t there, contact Support.
Your store has an active paid account. WhatsApp isn’t available on the free trial.
Customers have WhatsApp, and the phone number on their profile matches their WhatsApp account.
Choose a phone number
You need a phone number that isn’t linked to a WhatsApp or WhatsApp Business account. We recommend buying a new one.
Important: If you use a number that already has a WhatsApp account, you must delete that account first, and deleting it is permanent. Once the number is linked to CleanCloud, you can’t use it in the WhatsApp app or for WhatsApp calls, and its earlier messages are deleted.
How to set up WhatsApp
Contact Support and send:
Your phone number, with country code. It must be able to receive an SMS or a verification call.
The display name for your WhatsApp Business profile, usually your business name. Meta may ask you to add “Order Updates”.
Your local timezone in GMT format.
Meta sends a 6-digit code by SMS or call. Give it to Support straight away, because it expires after 2 minutes.
Wait for Meta to approve the setup. This takes up to 72 hours.
Go to More > Store Settings > Communication > Notifications and set your preferences.
How to reply to customers
Open the customer’s profile and select the Communication tab.
Filter by WhatsApp to see the messages.
Write your reply.
You can reply for 24 hours after a customer’s message. After that, WhatsApp only allows automatic order updates, until the customer writes to you again.
Credits and costs
WhatsApp uses credits for sent and received messages. Fees vary by country. To buy credits, go to More > Store Settings > Communication > Notifications > WhatsApp Management, select Purchase Credits, and choose 1,000 or 5,000 credits.
To avoid running out, turn on Auto Top-Up WhatsApp Credits When Below 100. CleanCloud then buys more credits for you when your balance drops below 100.
Tip: Customers with push notifications turned on don’t get WhatsApp messages, which saves your credits.
Common questions
Can I use one WhatsApp number for all my stores?
Can I use one WhatsApp number for all my stores?
Yes, but each store needs its own WhatsApp credits.
Can I send marketing messages on WhatsApp?
Can I send marketing messages on WhatsApp?
No. Meta only allows automatic order updates and replies to customers who message you.
Do I need a country code on customers’ numbers?
Do I need a country code on customers’ numbers?
Only for international customers. For customers in your store’s country, leave it out.