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WhatsApp customer support

WhatsApp support that knows the order.

Connect your WhatsApp Business number and Aide answers shoppers with order cards, product carousels and buttons they tap. Your team replies from the same inbox as email and chat.Every plan, Free included · · By
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Short answer

Aide's AI agent answers customers on your WhatsApp Business number with WhatsApp's own interactive messages, from order and tracking cards to product carousels and tap-to-answer buttons. It replies within Meta's 24-hour window, matches each shopper to Shopify by phone number, and hands off to your team in the same inbox.
In every WhatsApp conversation
Order cardsTrack packageProduct carouselsStart your returnYes and no buttonsTalk to a personRating listsOrder cardsTrack packageProduct carouselsStart your returnYes and no buttonsTalk to a personRating listsOrder cardsTrack packageProduct carouselsStart your returnYes and no buttonsTalk to a personRating lists
PhotosVoice notesFilesMissed callsVoicemailsRead receiptsReactionsPhotosVoice notesFilesMissed callsVoicemailsRead receiptsReactionsPhotosVoice notesFilesMissed callsVoicemailsRead receiptsReactions
Connect
Choose or create a WhatsApp Business account in Meta, then add a number.
Business app
A number on the WhatsApp Business app can keep using the app.
Reply window
Within 24 hours of the customer's latest message, as Meta requires.
Shopify customers
Matched by phone number to the store's customer record.
Going live
Watches first; test senders get live replies before everyone else.
Usage
Each AI reply counts once, listed per channel on the usage page.
On WhatsApp

The questions a store gets on WhatsApp

Aide answers with the order, the catalog and your policies in view, in messages shoppers can tap.

For a shopper verified for the order, Aide reads Shopify and the carrier, then sends a card with Track package.
Customer
Hi, where's order #4518? It's under maya.k@fernmail.com
Aide
Thanks, Maya. Order #4518 left the warehouse yesterday and UPS expects it Thursday. Tap Track package to follow it.
✓Order #4518 verified · UPS in transit · Sent as an order card

Several products go out as a swipeable carousel of up to 10, each with a button to its page.
Customer
Do you have a waterproof jacket for hiking?
Aide
Three hold up well in rain: the Ridgeline Shell, the Summit Parka and the Trail Anorak. Swipe to compare them.
✓Product carousel · 3 products in stock

When Aide offers an order change, the shopper answers with yes or no. A yes runs it, or asks a teammate when the topic keeps a person in the loop.
Customer
Can I cancel order #4602? I ordered the wrong colour.
Aide
Order #4602 hasn't shipped, so I can cancel it. The team then approves the $86.00 refund to your card. Cancel it?
✓Order #4602 verified · Buttons: Yes, cancel it / No, keep it · Refund held for approval

Photos, voice notes and files arrive in the conversation. Aide looks at the photos when it replies and hands the case over with them attached.
Customer
The lid arrived cracked, photo attached.
Aide
I can see the crack along the edge of the lid. I've passed your photo to our team, and someone will reply right here.
✓Photo read · Handed to your team

Tapping Talk to a person hands the conversation to your team at once, without waiting for the AI.
Customer
Talk to a person
Aide
Connecting you with our team now. They'll see everything above, so you won't need to repeat it.
✓Tapped: Talk to a person · Handed off
Setup

From your number to live replies

Connect your number

In Integrations, choose or create a WhatsApp Business account and add a number.

Test with your phone

The number only watches while you add yourself as a test sender and message it.

Go live

Choose the agent and go live. New conversations get answers; your team keeps the same inbox.

What your team sees

Each number gets its own inbox in Aide, with WhatsApp's quality rating and messaging limit beside it. In a conversation, the header counts down the reply window, Aide's replies show Sent, Delivered and Read ticks, and reactions and edits appear under the message they belong to.

Under each Aide reply, your team sees what the shopper actually received, such as the order card or the carousel, and which button they tapped. Sender rules sort WhatsApp messages the same way they sort email, and analytics and usage can be filtered by channel.

Questions Aide couldn't answer on WhatsApp join the same nightly list of knowledge gaps as every other channel, so one fix to your knowledge covers them all. When your team rewrites a reply, Aide learns the tone from it, tests the change, and keeps it only if it does better.

Frequently asked questions

Yes. A number already on the WhatsApp Business app can keep using it alongside Aide. A reply your team sends from the app is recorded in the conversation as theirs, and Aide stops replying there.

Meta lets a business reply freely for 24 hours after the customer's latest message. Aide replies only inside that window, never in its last minute, and the conversation header shows how much time is left.

Yes, for shoppers verified for the order. Aide offers the change with yes and no buttons, and by default refunds wait for a teammate to approve them.

It links a WhatsApp customer to the Shopify customer who has the same phone number. If two store customers share that number, neither is linked.

The same as everywhere else. Each customer message Aide replies to counts as one AI reply, and replies from your team are free. Free includes 150 AI replies a month.

No. WhatsApp conversations stay in your workspace and are never used to improve Aide across workspaces.

Related

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