Send order updates and cart reminders on WhatsApp

Your store can send WhatsApp messages to customers on its own. Once switched on, an order notification goes out when a customer pays. A reminder goes out when a customer leaves a cart. You can also send a campaign to your customer list without leaving the dashboard. This article explains what each message does, which plan it needs, and how to switch it on.

The messages are delivered by Baat.ai, the WhatsApp platform built by the Shoopy team. There are two ways to use it:

Shoopy’s shared sender. Nothing to install. Order updates and cart reminders go out from Shoopy’s own WhatsApp account, so the customer sees Shoopy as the sender name.
Your own sender name. Install the Baat plugin and connect your own WhatsApp Business number. Messages then carry your store’s name and number, and you can also send campaigns.

Either way, you manage the messages from your Shoopy dashboard.

What the store can send

Message	When it goes out	Who gets it
Order confirmation	The moment an order is placed	The customer, on the number they gave at checkout
Shipping update	When you mark the order as shipped, with the tracking link	The customer
Delivery update	When the order is marked delivered	The customer
Abandoned-cart reminder	After a customer adds items and leaves without paying	The customer, with a link back to their cart
Campaign	When you send it — a sale, a new arrival, a festival greeting	A customer group you choose

The first three are transactional messages: one order, one message, no action from you. The cart reminder is automatic too. Campaigns are the only message you write and send yourself.

Which plan you need

Feature	Plans
Abandoned-cart reminder	All plans — Basic, Professional, Business and Enterprise
Order updates and campaigns	Business and Enterprise

This matches the comparison table on the pricing page. If your plan does not carry a feature, the dashboard shows it but will ask you to upgrade before it switches on.

Which set-up to choose

	Shoopy’s shared sender	Your own sender name
Set-up	None	Install the Baat plugin, connect your number
Sender the customer sees	Shoopy	Your store’s name and number
Order updates and cart reminders	Yes	Yes
Campaigns	No	Yes
Customer replies go to	Not delivered to you	Your WhatsApp inbox

Start with the shared sender if you want messages going out today. Move to your own name when you want replies, campaigns, or your brand on every message.

Before you begin (own sender name)

A WhatsApp Business number for your store. It should not be a number you use on a personal WhatsApp app, because WhatsApp allows one account per number.
Owner access to the Shoopy dashboard, so you can install apps.

Connect Baat to your store (own sender name)

Log in to your Shoopy dashboard.
Open the App store from the left menu.
Search for Baat and open Baat: Connect Instantly.
Tap Install. Shoopy opens the Baat set-up screen.
Follow the steps to register your WhatsApp Business number with Baat. WhatsApp verifies the number with a one-time code, the same way it verifies a new phone.
When the number shows as connected, you return to Shoopy. The WhatsApp settings now appear in your dashboard.

You do this once. If you change your WhatsApp number later, repeat the steps with the new number.

Switch each message on

After the connection is made:

Order updates — open Settings → Notifications and turn on the WhatsApp channel for order placed, shipped and delivered. Each message has a default template that you can edit in your own words. Keep the order number and the tracking link in the text; customers look for them.
Abandoned-cart reminder — open Orders → Abandoned carts and turn on the WhatsApp reminder. You choose how long to wait after the customer leaves before the message goes out.
Campaigns — open Marketing → Campaigns, write the message, pick the customer group and send. The dashboard reports sends and clicks for each campaign.

What the customer sees

With the shared sender, messages arrive from Shoopy. With your own sender name, they arrive from your store’s WhatsApp Business name and number. A customer can reply, and the reply lands in your WhatsApp inbox like any other chat. If a customer blocks the number, WhatsApp stops delivery for that customer and the store does not retry.

Good practice

Customers expect order updates. They do not expect campaigns. Send campaigns to people who bought from you, and not more than once or twice a week. A blocked number hurts delivery for every message, including order updates.
Write the templates in the language your customers use. The default templates are in English. Edit them.
Keep the cart reminder short. One line and the link. The customer already knows what is in the cart.

Common questions

Does this work outside India? Yes. WhatsApp Business works in every country where WhatsApp does, and the Shoopy stores in Nepal and the UAE use the same set-up.

Do I pay per message? Yes, for template messages. Meta (WhatsApp’s owner) charges businesses for each order update, cart reminder and campaign message, and the rate depends on the customer’s country. You pay Meta’s rate plus a small Baat markup on each of those messages. Ordinary conversations — a customer writes to you and you reply — carry no Baat markup. The Baat set-up screen shows the current rates before you send anything.

Can I use another WhatsApp tool instead? The automatic order updates and cart reminders are built for Baat. If you use a different tool for campaigns, you can still export your customer list from the dashboard.

My messages are not going out. Check three things, in order. If you use your own sender name, the WhatsApp number still shows as connected in the Baat set-up screen. The message is switched on in the Shoopy setting named above. Your plan carries the feature. If all three are fine, write to support from the dashboard and include an order number that should have sent a message.

Marketing and WhatsApp on Shoopy — what the tools do, in plain terms
Glossary of Shoopy terms — Abandoned cart, Channel, OTP