WaConnect Merchant Guide

The complete WaConnect guide — A to Z

Everything you need to install, connect WhatsApp with Meta, turn on automations, and go live on Shopify — written for real merchants, not developers.

1. What is WaConnect?

WaConnect is a Shopify app that connects your store to WhatsApp using Meta's official WhatsApp Cloud API. After you connect your WhatsApp Business number, WaConnect can send order confirmations, shipping updates, OTP verification, abandoned-cart reminders, and more — automatically.

Customers always check out on native Shopify checkout. WaConnect does not replace Shopify payments or create a separate checkout. You install the app inside Shopify Admin, connect Meta once, then turn features on with simple toggles.

WaConnect is provided by DG ZONE LLC (USA), a Meta WhatsApp Business Platform Tech Provider. Operations and merchant support are handled in Pakistan by DG ZONE STORE SMC-PRIVATE LIMITED. Message delivery uses your own WhatsApp Business Account. Meta may charge conversation fees separately from your WaConnect plan.

  • Works inside Shopify Admin (embedded app)
  • Connect once with Meta Embedded Signup
  • Orders stay on Shopify Checkout
  • Free plan available to start (monthly order limit applies)

2. Install the app

  1. Open WaConnect on the Shopify App Store

    Go to https://apps.shopify.com/waconnect and click Install / Add app.

  2. Approve permissions

    Shopify will ask you to approve scopes WaConnect needs (orders, fulfillments, themes for the storefront embed, and related read/write access). Approve all of them so cancel-via-reply and automations work.

  3. Open the app

    After install, open WaConnect from Apps. You land on the Dashboard. New shops start on the Free plan.

  4. Follow the welcome steps

    The dashboard shows a short Get started checklist: connect WhatsApp, add a support phone, turn on the theme App embed, then enable automations.

3. Connect WhatsApp (Meta)

Connecting WhatsApp is required before any message can send. WaConnect uses Meta Embedded Signup so you link your WhatsApp Business Account (WABA) and phone number without pasting API tokens.

  1. Open WhatsApp in the left menu

    In WaConnect, click WhatsApp.

  2. Click Connect with Meta

    Start Meta Embedded Signup. Log in with Facebook, choose or create your WhatsApp Business Account, and select the phone number you want to use for the store.

  3. Finish and click Check

    When Meta closes, return to WaConnect and click Check (or Check connection). Status should show Connected.

  4. Let templates provision

    WaConnect applies most standard Meta templates on your behalf (order confirm, shipping, delivery, and similar Utility templates). Meta review can take minutes to 48 hours. OTP is different — see the OTP section below.

  • Use a WhatsApp Business number you control. Do not share it across unrelated brands if Meta policies require separation.
  • OTP is not auto-created by WaConnect. You must complete Meta Business verification in Meta Business Manager first, then create the OTP Authentication template yourself (it is simple). Other store templates are submitted by WaConnect for you.
  • If connection fails, disconnect and reconnect, or complete signup again with the same Facebook admin that owns the WABA.

4. Turn on the theme App embed

Storefront features (support chat button, optional checkout button, OTP-related storefront pieces) need the WaConnect App embed enabled in your theme. Without it, those widgets will not appear on your store.

  1. Open the theme editor

    In Shopify Admin: Online Store → Themes → Customize on your live theme.

  2. Open App embeds

    In the left sidebar of the theme editor, click the App embeds icon (puzzle piece).

  3. Enable WaConnect Storefront

    Find WhatsApp support button / WaConnect Storefront (or the WaConnect embed listed for your store) and turn it ON.

  4. Save

    Click Save in the theme editor. Changes apply to the live storefront.

  • You can also open the deep link from the WaConnect dashboard welcome banner (Turn on theme App embed).
  • Re-check App embeds after switching themes — embeds do not always carry over.

5. Settings essentials

Open Settings in WaConnect after you connect WhatsApp. Two items matter most for day-one setup.

  • Support phone number — E.164 digits for your WhatsApp support line (used by the storefront chat widget). Add this before enabling the support button.
  • Store / locale basics — country and timezone help timing for digests and local scheduling.
  • Phone blacklist — block numbers that should never receive automations.
  • Unsaved changes — if you edit settings, click Save. Leaving a page with unsaved edits will ask you to save or discard.

6. WhatsApp Sending (master switch)

On the WhatsApp page, WhatsApp Sending is the master switch. When it is OFF, WaConnect pauses outbound automations even if individual features are ON.

Typical go-live order: connect Meta → turn Sending ON → enable the features you want → Save → place a test order.

7. Automations A–Z

All toggles live on the WhatsApp page (Settings → Checkout Button for OTP). Turn a feature ON, click Save, and ensure the matching Meta template is Approved. Features below list the minimum plan. Fresh installs start with automations OFF until you opt in.

Important timing rule for COD stores: some messages run before the customer taps Yes on order confirmation, and some run only after Yes. Read each card carefully so you know what the customer will receive.

Quick timing cheat sheet (Yes button)

  • Order confirmation Yes / NoRight after order is placed
  • COD → Prepaid pay linkBefore Yes only (while Pending). Skipped if they already tapped Yes
  • Address correct / Modify addressAfter Yes only, after your hours delay. Never for cancelled orders
  • Post-purchase upsellHours after purchase (order number + checkout link). Not the Yes timer

OTP Verification at Checkout

Free+

Configure under Settings → Checkout Button (not the WhatsApp page). Sends a WhatsApp one-time code so customers verify their phone before Shopify checkout. Meta requires Business verification before Authentication/OTP templates work. Create the OTP template in WhatsApp Manager (Authentication + Copy code, name: cod_order_verification), click Check template status once on the Checkout Button page — WaConnect remembers when Meta approves it — then turn OTP ON and Save.

Order Confirmation (Yes / No)

Free+

After an order is placed, the customer gets WhatsApp with Yes, confirm / Cancel (No). This is the main Confirm / Cancel button step.

• Yes → order is confirmed (COD continues as confirmed). • No / Cancel → can cancel the Shopify order when write_orders is granted.

Ideal for COD stores to reduce fake orders. Optional delay and reminder before auto-actions may be available on the same card. Many other automations below depend on whether the customer has already tapped Yes or not.

Track My Order (reply TRACK)

Starter+

Customers text TRACK (or similar) and receive live order status from Shopify. When Track is ON, confirmation replies can also remind customers they can reply TRACK.

Cancel via reply (CANCEL)

Free+

Lets customers cancel with CANCEL (within the WhatsApp session rules). Requires write_orders. Reinstall the app if Shopify shows a missing-scope warning.

Shipping Updates

Starter+

When you fulfill an order in Shopify and add tracking, WaConnect sends a WhatsApp with the tracking link.

Delivery Confirmation

Starter+

When the carrier marks the order delivered (fulfillment event), the customer gets a delivered message.

Out for delivery / failed delivery (NDR)

Starter+

Extra COD delivery-suite messages for out-for-delivery and failed-delivery recovery when enabled for your plan.

Address confirmation (after Yes only)

Starter+

Runs AFTER the customer taps Yes on order confirmation — never before.

1. Customer places COD order → gets Yes / No. 2. Customer taps Yes. 3. WaConnect waits the hours you set (Hours after customer Yes; minimum 1 hour). 4. Then sends Address correct / Modify address buttons. 5. Address correct → address kept. 6. Modify address → customer can type a new street address (normal chat like “Hi” does not change the address).

Cancelled orders never get this message. If you cancel in Shopify before the delay ends, the customer should not be asked about the address.

Abandoned Cart Recovery

Growth+

If a shopper starts checkout and leaves, WaConnect can send a recovery WhatsApp after your delay. Optional discount codes. Marketing rules and opt-in may apply.

Refund Updates

Pro

Notify the customer on WhatsApp when you refund from Shopify Admin (real money refunds). COD cancels are handled by the cancel / merchant-cancel notify path, not the refund template.

COD → Prepaid Offer (before Yes only)

Growth+

Runs BEFORE order confirmation — only while the COD order is still Pending (customer has not tapped Yes yet).

1. Customer places a COD order → gets Yes / No. 2. WaConnect waits your minutes (minimum 10, up to 360; default 30). Checks run about every 5 minutes, so the minimum is 10 to avoid confusing merchants. 3. If still Pending (no Yes yet) → sends a pay-online WhatsApp with discount + checkout link. 4. If customer taps Yes before that delay → prepaid offer is skipped (by design). 5. If customer pays the link → Shopify creates a NEW paid order (new order number). 6. The original COD order is auto-cancelled so you do not ship twice (best when a draft invoice was used). 7. Both orders are tagged in Shopify Admin (prepaid replaces COD / auto-cancelled — paid online).

Discount vs COD: WaConnect never puts a reusable discount code on the cart pay link (COD could steal it). The prepaid % is applied on a draft invoice (online payment). Cart links open product checkout without a code. Hiding COD entirely requires Shopify payment settings or a payment-rules app — not WaConnect. Draft invoices + auto-cancel need write_draft_orders after App Store approval.

Test tip: place a COD order and do not tap Yes; wait at least your minutes (often closer to 10+ with cron).

Post-purchase Upsell (after purchase)

Growth+

Thank-you + next-order discount. Delay is in hours after purchase (not minutes; not tied to the Yes button). Message includes the order number and a checkout link with the product + discount applied (not a bare homepage discount link). Cancelled orders are skipped. Marketing opt-in rules may apply (checkout or SUBSCRIBE).

Review request / winback

Growth+

Ask for a review after delivery, or win back lapsed buyers with a discount. Configure each toggle and delay on the WhatsApp page. Marketing opt-in rules may apply.

WhatsApp Inbox (reply from admin)

Pro

Open Inbox in the WaConnect menu (Pro plan). Reply to customer WhatsApp messages inside Shopify Admin within Meta's 24-hour session window. Turn on Smart Inbox on the Inbox page for order context and one-tap quick replies while you chat.

Custom message copy (per automation)

Growth+

On the WhatsApp page → Order Confirmation (and other message editors) → Custom message. Pull approved templates from Meta, pick one with Use this, edit if needed, then Save at the top. Until Save, changes are draft only. Meta re-approves new or changed copy (usually 24–48 hours).

Restock alerts / reorder / birthday / multi-language

Pro

Advanced engagement: back-in-stock alerts, reorder reminders, birthday messages, and extra template languages (e.g. Urdu). English remains required when adding languages.

Merchant daily digest

Configurable

Optional daily summary to the merchant's WhatsApp (orders / messaging snapshot) at a chosen local hour.

8. Checkout button (optional)

Default is OFF. Shopify's normal Buy it now / checkout buttons stay visible.

If you enable the WhatsApp-styled Checkout button under Settings → Checkout Button, shoppers still complete payment on Shopify /checkout. OTP verification is configured on the same page.

Requires theme App embed ON. Optional cart opt-in checkbox can collect WhatsApp marketing consent when enabled.

9. Support chat button

The floating WhatsApp support button on your store opens a chat to your support number (wa.me). Available on all plans — configure under Settings → Support Button.

Add the Support Phone in Settings, enable the support button, turn on the theme App embed, and Save.

If the widget is ON but the phone is missing, the dashboard warns you to finish setup.

10. Inbox

WhatsApp Inbox (Pro) lets your team reply to customer WhatsApp messages from WaConnect inside Shopify Admin.

Free, Starter, and Growth plans do not include Inbox — upgrade to Pro to open it from the menu.

On the Inbox page, turn on Smart Inbox for order context (last order, tracking) and quick replies while you chat. Replies use your connected WhatsApp Business number and Meta's 24-hour customer service window.

11. Campaigns (broadcasts)

Campaigns (Pro) send marketing WhatsApp broadcasts to customers who opted in.

Create a campaign, pick an approved marketing template, choose a segment, and send or schedule. Honor STOP / opt-out. Marketing messages outside the 24-hour customer care window require approved Meta templates.

12. Message templates (Meta)

WhatsApp automations outside an open customer chat window use Meta-approved templates.

WaConnect applies most standard store templates on your behalf (order confirmation, shipping, delivery, and similar cod_* Utility templates) when you connect WhatsApp and Save. Open Templates in the app to see Approved / Pending / Rejected.

Every automated message starts on WaConnect's Default template (Meta-approved, ready to send). Free and Starter plans always use these defaults.

Growth and Pro can switch to Custom message on supported automations: pull templates you already applied on Meta, choose one, edit, then Save. Draft edits are preview-only until Save.

Pro adds automatic multi-language template provisioning for shop languages (e.g. Urdu). Growth can pick custom copy per message in the language Meta approved.

OTP is the exception: WaConnect does not auto-create the OTP template. You must (1) complete Meta Business verification in Meta Business Manager, then (2) create the Authentication OTP template yourself in WhatsApp Manager (easy — Authentication category + Copy code, name cod_order_verification). Meta will not allow OTP until the business is verified.

  1. Check store templates in WaConnect

    WhatsApp page banners and Templates show status. Use Refresh / Submit missing for non-OTP templates WaConnect manages for you.

  2. For OTP: verify your business in Meta

    Open Meta Business Manager → Business settings → Business info → start Business verification. Wait until Meta marks the business as verified. Without this, OTP/Authentication templates cannot be approved.

  3. For OTP: create the template yourself

    In Meta WhatsApp Manager → Message templates → create Authentication template named cod_order_verification with Copy code. Submit to Meta. When Approved, open WaConnect Settings → Checkout Button — Check template status once (WaConnect remembers approval) → turn OTP ON and Save.

13. Contacts

Contacts stores WhatsApp-related customer profiles and marketing consent where applicable (opt-ins from checkout / cart).

Use this page to understand who can receive marketing broadcasts and to manage consent-related data.

14. Analytics & COD Protection Center

Analytics shows messages sent, delivery/read signals, failures, and related messaging performance. Estimated Meta costs may appear separately from your WaConnect subscription.

COD Protection Center (Growth+) summarizes confirmation, cancel, and OTP outcomes so you can see how WhatsApp reduces fake COD risk.

15. Plans & billing

Limits are based on Shopify orders per billing month (not raw message count). Upgrade anytime under Billing in the app. Annual plans are 25% off. Meta conversation fees are separate.

Free

$0

30 orders / month

OTP at checkout button, order confirmation, cancel via reply, checkout button, support chat button

Starter

$14.99 / mo

500 orders / month

Everything in Free + track reply (TRACK), shipping, delivery, out-for-delivery, NDR, address confirm (after Yes)

Growth

$29.99 / mo

2,000 orders / month

Everything in Free and Starter + abandoned cart, winback, upsell, COD→prepaid (before Yes), reviews, custom messages, COD Protection Center

Pro

$49.99 / mo

Unlimited orders / month

Everything in Free, Starter and Growth + refund updates, WhatsApp Inbox + Smart Inbox, restock alerts, reorder & birthday messages, multi-language templates, WhatsApp campaigns (broadcasts)

  • Billing runs through Shopify App Billing only.
  • If you hit the order cap, upgrade or wait for the next billing cycle reset.
  • Uninstalling resets the shop to a fresh Free setup on reinstall.

16. Test before go-live

  1. Confirm connection is green

    WhatsApp page → Check connection → Connected. Sending ON.

  2. Phone required at checkout

    Shopify Settings → Checkout → ensure phone is collected.

  3. Enable one automation

    Start with Order Confirmation ON → Save. Confirm template Approved.

  4. Place a real Shopify checkout order

    Use your own WhatsApp number as the customer phone. Complete checkout normally (not a draft order workaround if you need the full webhook path).

  5. Verify WhatsApp arrives

    Within about a minute you should get the confirmation (Yes / No) message. Tap Yes or Cancel to test replies.

  6. Test COD → prepaid (before Yes)

    Turn prepaid ON with delay at least 10 minutes. Place a COD order and do not tap Yes. After the delay you should get the pay-online link. If you tap Yes first, prepaid is skipped on purpose.

  7. Test address confirmation (after Yes)

    Turn Address confirmation ON (hours after Yes). Place a COD order, tap Yes, wait your hours. You should get Address correct / Modify address. Cancelled orders must not get this message.

  8. Check theme widgets

    On the storefront, confirm the support button appears only after App embed + phone + toggle are set.

17. Troubleshooting

Messages not sending

Check connection, turn WhatsApp Sending ON, Save, confirm templates Approved, and verify the order has a valid phone in E.164-compatible format.

Order confirmation never arrives

Order Confirmation toggle ON + Save. Template Approved. Phone on the order. Sending ON. Place a new test order after fixing.

OTP toggle will not turn on

WaConnect does not auto-create OTP. First finish Meta Business verification in Meta Business Manager. Then create the Authentication template cod_order_verification yourself (Copy code) in WhatsApp Manager. After Meta Approves it, open Settings → Checkout Button, click Check template status once, then enable OTP and Save.

Storefront button missing

Theme App embeds → WaConnect ON → Save. Support phone filled in Settings. Feature toggle ON for your plan.

Cancel from WhatsApp fails

Needs write_orders. Uninstall → reinstall WaConnect and approve all permissions. Ensure Cancel via reply is ON (available on Free).

Wrong WABA / templates on another number

Templates must live on the WhatsApp Business Account that owns the connected phone. Reconnect the correct number; use Refresh / Submit missing in WaConnect.

Prepaid pay link never arrives

Prepaid only sends before Yes, while the order is still Pending. If the customer already tapped Yes, prepaid is skipped. Wait your full minutes (cron may add a few). Template cod_prepaid_offer must be Approved.

Address confirmation never arrives

Address confirmation runs only after Yes, after your hours delay (minimum 1 hour). Cancelled orders never get it. Check Address confirmation ON + Save + template Approved.

Customer paid prepaid link — what about the old COD order?

Paying creates a new Shopify order number. The original COD order should auto-cancel and both orders get WaConnect tags in Admin.

Need human help

Email support@zaptechapps.com or use Support on getwaconnect.com. In-app Help can chat with support on WhatsApp.

18. Glossary

Yes / No (order confirmation)
The first WhatsApp buttons after an order. Yes confirms the order; No/Cancel can cancel it. Other automations are timed before or after this step.
Pending (COD)
Order not yet confirmed on WhatsApp. COD → prepaid can only send while Pending (before Yes).
COD → prepaid
Optional pay-online offer before Yes. Paying creates a new order and auto-cancels the original COD order.
Address confirmation
Address correct / Modify address buttons sent hours after Yes. Never sent for cancelled orders.
WABA
WhatsApp Business Account — the Meta business container for your number and templates.
Cloud API
Meta's official API WaConnect uses to send and receive WhatsApp messages.
Embedded Signup
Meta's connect flow inside WaConnect so you do not paste long-lived tokens by hand.
Utility / Marketing / Authentication
Meta template categories. Order updates are usually Utility; promos are Marketing; OTP is Authentication.
24-hour window
After a customer messages you, you can send free-form replies for 24 hours. Outside that window, use approved templates.
App embed
Shopify theme setting that loads WaConnect's storefront scripts/widgets.
Order cap
Monthly Shopify order limit on Free / Starter / Growth plans. Pro is unlimited.

Ready to go live?

Install WaConnect free, connect Meta, turn on Order Confirmation, and place one test order. Upgrade only when you need higher volume or advanced automations.

Install free on ShopifyContact support