# 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.

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.

Source: https://aide.app/channels/whatsapp · Updated 2026-11-07 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## The questions a store gets on WhatsApp

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

### Where is my order?

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

### Which one should I get?

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

### Cancel it with a tap

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

### A photo of the damage

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

### Talk to a person

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

## 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.

## Good to know

- Aide sends no WhatsApp template messages, so no broadcasts or messages after 24 hours.
- WhatsApp calls are logged with voicemail playback; Aide answers messages, not calls.

## Frequently asked questions

### Can we keep using the WhatsApp Business app on the same number?

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.

### How does Meta's 24-hour window work with Aide?

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.

### Can Aide change or cancel Shopify orders on WhatsApp?

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.

### How does Aide know which Shopify customer is writing?

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.

### How is AI customer support on WhatsApp priced?

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.

### Is our WhatsApp data used to improve Aide for other businesses?

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

## Related
- [Instagram DMs, answered while you post.](https://aide.app/channels/instagram)
- [Answer Facebook Messenger with the order in hand.](https://aide.app/channels/messenger)
- [One AI agent, the same rules on every channel.](https://aide.app/guides/omnichannel-ai-agent)

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