WhatsApp order notifications and delivery updates

Order emails are often filtered or overlooked, and SMS offers limited formatting. Order updates sent on WhatsApp reach customers in an app they use every day, and customers can reply in the same conversation if there is a problem.

Messages to automate

Example template

A shipping update with an image header, a footer and a quick-reply button:

[Image: product photo] Hi {{1}}, your order {{2}} has shipped and is expected by {{3}}. Track your order: {{4}} Reply HELP if you need assistance [ Need help ]

Create the template in Hello under Templates, or with POST /v1/templates. WhatsApp usually reviews templates within 24 hours at most, subject to WhatsApp’s policies.

Sending from your store or backend

When your system marks an order as shipped, send one API request:

curl -X POST "$HELLO_API_URL/v1/<your-phone-number-id>/messages" \
  -H "Authorization: Bearer $HELLO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "to": "+14155550123",
    "type": "template",
    "template": {
      "name": "order_shipped",
      "language": { "code": "en" },
      "components": [
        { "type": "header", "parameters": [
          { "type": "image", "image": { "link": "https://example.com/products/runner-2.jpg" } } ] },
        { "type": "body", "parameters": [
          { "type": "text", "text": "Maya" },
          { "type": "text", "text": "#10432" },
          { "type": "text", "text": "Friday" },
          { "type": "text", "text": "https://example.com/track/10432" } ] }
      ]
    }
  }'

The response includes a message ID. Use it with GET /v1/messages/{id} to check delivery. The media and buttons guide covers the full process.

Teams without a developer can upload a recipient list and send the same template from Hello’s dashboard.

Best practices

• Collect opt-in at checkout with a clearly worded WhatsApp checkbox.
• Keep utility templates transactional. Including a discount code in a shipping update can turn it into a marketing message, which costs more and requires marketing consent.
• Send updates when the event occurs. A late delivery alert is of little use to the customer.
• Give customers a way to reply. A quick-reply button such as “Need help” opens a 24-hour window for your team to resolve the issue in the same conversation.
• Monitor failed messages. Hello shows why a message failed, such as an invalid number or a paused template, so you can correct the cause.