# How to Use WhatsApp for Commerce

## Overview

E-commerce sales are challenging due to the number of touchpoints a customer has, which can cause drop-offs at any stage. Usually, many steps are involved in finding a product and placing an order for it. The solution is to reduce the friction and improve the customer experience. By doing so, you’ll be able to increase your sales and other metrics that matter to your e-commerce business.

With *WhatsApp for Commerce*, you can bring all these steps together within the WhatsApp chat itself.

Customers can learn about your products, check out features, and complete transactions. With this feature, you can optimize important e-commerce metrics like engagement, abandoned carts, etc.

## WhatsApp Product Message Types

There are two different types of WhatsApp product messages:

### Single Product Message

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc6zORRKRIc7Ie5GYROfds4HM0JarQrNbwhrZlnzQz0UZ4kZMwaVAcBn7ZV2MKY5MsPf73c7lD779A0Ob3mfHMqfuJLCePQ6jIPxWLVls_NSkshytAJ0QoY2TUaHkxnkpuxAys6?key=lYIuAOJZuDXXpIk3m9tRjyA5" alt=""><figcaption></figcaption></figure>

Only one product per message, without any variant.

### Multi Product Message

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeYEihrEYRXn2kv1RzQkqaYK2-zufX7tFXJqr4o72QsKTHRaMuh-4aN2GEkFkk2Tn-oe5xWhOqrHHAqP41xuIBZUXnH2HRWzZhZVFo_fPln57ZMtf9qkYUTcVjEPMC7-h5N4q19?key=lYIuAOJZuDXXpIk3m9tRjyA5" alt=""><figcaption></figcaption></figure>

You can make your product catalog available to customers and automate the interaction when they contact you on WhatsApp. You are permitted up to 30 products in the catalog. Additionally, you can start the interaction from your end by sending a WhatsApp product message. For example:

{% tabs %}
{% tab title="Message From Customer" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2F3id3NefZbUbI4COug37o%2Fimage.png?alt=media&#x26;token=c1eea349-8bbb-4b6e-b841-7ed4d94e3e5f" alt=""><figcaption></figcaption></figure>

**Step One:** Customers message you on your WhatsApp Business Account number to know more about your products.
{% endtab %}

{% tab title="Product Catalog" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2F4Oi3aEp4knl2g7mOVAP9%2Fimage.png?alt=media&#x26;token=1b5ec652-76da-4c0c-8566-5a25731c7a45" alt=""><figcaption></figcaption></figure>

The Marketing Engine sends a Multi Product Message in response.
{% endtab %}

{% tab title="Add to Cart" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FpGefu7cEMCc5TUIja7Iq%2Fimage.png?alt=media&#x26;token=f9f7d4d9-e42d-43fd-aa43-a45772b84b52" alt=""><figcaption></figcaption></figure>

The customer adds the product(s) to the cart, sending a message.
{% endtab %}

{% tab title="Payment" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FX5uGakN9dNe3JRbvnrOx%2Fimage.png?alt=media&#x26;token=52a33449-bef6-4ee0-93f4-7fe51f86310a" alt=""><figcaption></figcaption></figure>

&#x20;A payment link is sent back to the end user, where they can complete the purchase.
{% endtab %}
{% endtabs %}

## How to Setup WhatsApp for Commerce

There are 5 steps in the process –

* *Create a Facebook product catalog and add products*
* *Connect the product catalog to your Marketing Engine*
* *Create Product Message templates*
* *Build Automated Product Messaging*
* *Monitor and optimize journeys based on sales data on FactCubes*

### Create a Facebook Product Catalog and Add Products

{% hint style="warning" %}

#### Before Getting Started

To configure the product catalog on Facebook, you need to have a Facebook Business Manager account. To create a Facebook Business Manager account, please refer to \[[*Facebook’s Official Documentation*](https://business.facebook.com/overview)]. Once your business manager account is created, you can create a product catalog in \[[*Commerce Manager*](https://en-gb.facebook.com/business/help/842191386156027?id=533228987210412)].
{% endhint %}

#### **Adding Products to the Catalog**

There are 2 ways to add products to the catalog:

{% tabs %}
{% tab title="Add Manually" %}
In Meta's Commerce Manager, you can upload a .csv file that holds necessary information about products in tabular format.

Please refer to the \[[*Official Guide*](https://en-gb.facebook.com/business/learn/lessons/add-products-to-your-shop-catalog)] for the step-by-step instructions.
{% endtab %}

{% tab title="Connect to a Third Party Platform" %}
Facebook Business Manager allows you to link e-commerce platforms like Shopify. By connecting your e-commerce store to Shopify, it will allow you to import your product catalogs directly onto Facebook Business Manager.

Before proceeding, Shopify requires you to \[[*install the Facebook channel*](https://help.shopify.com/en/manual/online-sales-channels/facebook/setup#installing-the-current-facebook-channel)]. Once complete, you can set up Shopify to provide product catalogs into your Facebook business account using the \[[*instructions here*](https://en-gb.facebook.com/business/help/646757258759189)].
{% endtab %}
{% endtabs %}

{% hint style="danger" %}
For automatic stock-keeping of your product inventory, you’ll have to link your Shopify store with your Facebook business account. Otherwise, if you opt for manual updates, you’ll have to update the product inventory on your own every time.
{% endhint %}

### **Connect a Product Catalog to your Marketing Engine**&#x20;

To connect a product catalog, take the following actions:

1. Go to *Settings, Integrations, Online Store*

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FTRx3u06ObtHm7CMvKAM6%2Fimage.png?alt=media&#x26;token=e8507234-985e-49d8-ae36-6ac7d0996b5c" alt=""><figcaption></figcaption></figure>

2. Enter Facebook Business Account credentials to log in. Select the business page, along with a business catalog. Click *Save* once complete.&#x20;

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2F2S9v6UmQvG6Ivfog4uaz%2Fimage.png?alt=media&#x26;token=2554bdc1-e32a-453f-a123-113a3315377a" alt=""><figcaption></figcaption></figure>

### Create Product Message Templates

For more information on how to create a product message template, click the link below:

{% content-ref url="../../templates-and-landing-pages/whatsapp-template/whatsapp-product-message-templates" %}
[whatsapp-product-message-templates](https://docs.satisfilabs.com/resource-center/marketing-engine/templates-and-landing-pages/whatsapp-template/whatsapp-product-message-templates)
{% endcontent-ref %}

### Monitor and Optimize Journeys with FactCubes Data

All data from WhatsApp for Commerce will be available to you on FactCubes. To view this data, click *FactCubes* on the home dashboard and then click *Store*. You’ll get access to important metrics on sales and customer behavior throughout the purchase journey.

<div data-full-width="true"><figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FGlSiLXMv5pNiG8jFcH2T%2Fimage.png?alt=media&#x26;token=38ed4750-8536-45aa-8251-11537d5e523c" alt=""><figcaption></figcaption></figure></div>

Important Metrics Include:

{% tabs %}
{% tab title="Primary Metrics" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FJu5vNtIT0twQgkiEmlcM%2Fimage.png?alt=media&#x26;token=c0d91881-4366-45f7-9bc5-4045e13806bf" alt=""><figcaption></figcaption></figure>

View primary e-commerce sales metrics including- Total Sales, Total Orders, Average Order Value, Store Vistors, Visitors to Order Ration
{% endtab %}

{% tab title="Sales & Order Trends" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FW5w8WwC6Dgp2qfNlXiKK%2Fimage.png?alt=media&#x26;token=f05ff873-f016-4d69-987d-edcd4ae782e0" alt=""><figcaption></figcaption></figure>

Monitor purchase data in this section.
{% endtab %}

{% tab title="Product Order Trends " %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FWTaIJPW7qpyYSPqShSO2%2Fimage.png?alt=media&#x26;token=09b5741e-31ae-485b-b5b9-23d0a9c39bed" alt=""><figcaption></figcaption></figure>
{% endtab %}

{% tab title="Top & Bottom Selling Products" %}

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FzmWVdygEWRjtpKoMOhNC%2Fimage.png?alt=media&#x26;token=84d39f59-fa64-484a-8930-be505a1ca6ef" alt=""><figcaption></figcaption></figure>

Find out about the Top Selling Products and Least Selling Products from your catalog.
{% endtab %}
{% endtabs %}