WhatsApp Chatbot for E-commerce: Flows That Sell While You Sleep
E-commerce teams drown in the same five questions. A WhatsApp chatbot answers them instantly, and — done well — quietly increases order value at the same time.
Flow 1 — Product discovery
Start with a list menu of categories, then show three to five matching products with images and a buy button. Keep it to two taps before a product appears; anything longer and users drop.
Flow 2 — Order tracking and COD confirmation
Order status is the highest-volume query in Indian e-commerce, and unconfirmed COD is the biggest silent loss.
- Auto-reply with live status when a customer sends an order ID
- Send a confirm/cancel button for every COD order within an hour
- Trigger a courier update on each shipment event
- Route anything unresolved to a human agent
Flow 3 — Post-purchase and reorder
Three days after delivery, ask for a rating; if it is positive, ask for a review, and if it is negative, escalate to support before it becomes a public review. For consumables, schedule a reorder nudge just before the product runs out.
Always leave a human exit
Every node needs a 'talk to a person' option that hands the conversation to your shared inbox with full history. Bots that trap customers create refund requests, not sales.
FAQ
Questions people ask about this
Short, practical answers.