Order confirmation on WhatsApp

Set up the WhatsApp message that asks a customer to confirm a new order, choose what each button does, and see what changes in your store.

Content last checked: 2026-10-20

When a new order arrives from your connected store, Inboxy sends the customer a WhatsApp message with reply buttons. What the customer taps decides what happens next, and the setup page spells that out in plain sentences before you send anything for review.

Before you start

A connected store. Without one the page shows “Connect your store first”; see Connect your store.
A connected WhatsApp number. Without one the page shows “Connect a WhatsApp number first”, because confirmations are sent on WhatsApp only.
Manager access: An account manager sets up this service. You can follow the confirmations in the orders list.

Set it up

Open “E-Commerce” and then “Order confirmation”. On the first visit the page shows your connected store and your WhatsApp number. Press “Start setup”.
“Market and orders”: choose the language of the customer message (“Arabic” or “English”, and for Arabic which dialect) and which orders get it (“All new orders”). The message goes out after a short wait counted from the moment the order is created, so a customer can still fix the order first.
“What the customer sees”: pick the message style (“Formal”, “Friendly” or “Short”), what it shows (“Customer name”, “Order total”, “Delivery address”) and the “Header image”. The order number always shows.
“Buttons and what each tap does”: decide what each reply button does (next section) and what happens when the customer taps nothing.
“Review before sending”: read the summary, then press “Send for review”.

The preview next to the steps lets you press the buttons yourself (“Try the tap in the preview”), so you see the reply before any customer does.

The four reply buttons

Button	Default text (in the customer’s language)	Status	What the tap does
Confirm	Confirm order	“Required”	Inboxy records the order as “confirmed”. The customer gets a thank-you message.
Cancel	Cancel order	“Off by default”	Inboxy records the order as “cancelled”. You can have it ask once first (“Ask the customer once to confirm”) and ask for a reason (“Ask why they cancel”).
Change	Change my order	“Optional”	The chat goes to a team member. Inboxy records the order as “change requested”.
Customer care	Talk to customer care	“Optional”	The chat goes to a team member. Inboxy records the order as “wants an agent”.

You can rename a button (25 characters at most, a Meta limit). For every button you choose how Inboxy answers: “Automatic message” (a fixed text you write), “AI assistant”, “Your team” or “Nothing”. An automatic message is sent inside the reply window the tap opens, so it needs no Meta review and is not billed as a template message.

What changes in your store

Whatever the customer taps, Inboxy always keeps the result on the order and in your reports. Whether the order also changes inside your store depends on the platform. Where the platform supports it, the order changes in your store directly; where it has no suitable status, the order is recorded in Inboxy only.

Shopify has no single order status, so a confirmed order is marked with a tag or a fulfillment state. The page lists exactly which statuses your platform offers for each button, so nothing changes in your store that you did not choose.

If the customer does not tap a button

In every case the order is marked “No reply” 24 hours after the message and shows in the orders list. You choose what else happens: “Nothing”, “One reminder” (“A second template message”) or “Assign to your team”. The reminder is a second template message that Meta reviews with the confirmation; it is billed like the confirmation.

If the customer writes a message instead of tapping, the page asks “How do we answer the customer?” The choices are “AI assistant”, “Automatic message”, “Your team” or “Nothing”. The AI assistant answers with your store knowledge and this order’s status, and hands over to your team when unsure. Each answer uses AI points.

Meta review and cost

Press “Send for review” and Inboxy sends the message to Meta for approval. Nothing reaches customers before approval: the page shows “In review” and then “Live” by itself. Review usually takes minutes and can take up to a day. If Meta refuses it, the page shows “Needs changes”: edit the message text or the buttons, then send it for review again.

Meta usually classes this message as a utility message, and the review step shows an estimated price per message for your market (“Estimated message price”). The estimate depends on Meta’s current rate card, so check it in the page rather than relying on a number written here.

After it is live

“Edit” changes the setup. Changing what happens after a tap applies at once with no new review. Changing the message text or buttons needs a Meta review. “Send for review” does not switch the message on; afterwards the page shows “In review”.
“Pause” stops confirmations: new orders get no confirmation message until you use “Resume”.
“Set up again from the start” returns every choice to its default and discards an unsent draft; the current message keeps working until the new one is approved.

If a new order gets no message

Check the three conditions together: the store is connected, the WhatsApp channel is connected, and Meta has approved the message (the page shows “Live”).
Paused confirmations send nothing; look for “Paused”.
On WooCommerce the plugin has its own check: “Order confirmation” under WooCommerce, then “Inboxy”, shows the three conditions separately and has a “Send a test to my phone” button. See Connect WooCommerce.
Still stuck? Contact support.