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Wapi documentation

## Order Management

#### Welcome to WAPI!

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#### 1. Overview

The Order Management feature transforms WhatsApp into a powerful sales and order processing channel. It enables businesses to manage the complete lifecycle of customer orders—from initial inquiry and cart submission to final delivery—all within a single, conversation-driven platform.

###### Commerce Hub

End-to-end order handling integrated directly with WhatsApp carts.

###### Real-time Sync

Automated status updates ensure transparency and build customer trust.

###### Smart Alerts

Trigger automated WhatsApp messages upon every status change.

###### Seamless CRM

Manage fulfillment workflows and agent assignments in one view.

#### 2. Key Capabilities

Wapi’s Order Management module provides the essential toolset to transform WhatsApp conversations into revenue-generating commerce channels.

###### Operational Features

- Unified Commerce View: Centralized dashboard for all incoming WhatsApp cart submissions.
- Real-Time Milestone Tracking: Monitor every stage from "Received" to "Delivered".
- Inventory Integration: Direct connection with Meta Business Catalog for accurate SKU mapping.

###### Engagement & Automation

- Autonomous Alert Logic: Trigger instant status-based WhatsApp templates.
- Fulfillment Workflow: Manage agent assignments and order progress in one place.
- Customer Trust: Provides automated transparency for the buyer at every lifecycle milestone.

#### 3. Autonomous Status Notifications

This core capability eliminates manual communication by triggering pre-configured WhatsApp templates whenever an order's status is updated.

###### Key Functionalities:

- Instant Triggering: Messages are automatically sent as soon as an agent updates an order's status.
- Automated Communication: Eliminates the need for manual outreach for common fulfillment updates.
- Strategic Engagement: Enhances the post-purchase experience with timely delivery and pickup alerts.

###### Configurable Status Templates:

- Order Received: Automatic confirmation sent upon initial purchase.
- Pending: Notifies customer that the order is awaiting review.
- Confirmed: Confirms that the order is being prepared for fulfillment.
- Shipped/Out for Delivery: Provides real-time tracking milestones.
- Delivered: Sends a final transaction closure and feedback request.

Note: WhatsApp templates must be pre-approved by Meta and mapped to the correct commerce variables for automated successful delivery.

#### 4. The Order Lifecycle Protocol

Manage your commerce transactions through this professional 3-step sequential workflow from reception to final closure.

###### Step 1: Order Reception

A customer places an order via the WhatsApp storefront or cart interface. The system creates a record with "Received" status and immediately alerts the assigned fulfillment agents for review.

###### Core System Actions:

- Generation of a unique Order/Transaction ID
- Immediate notification to assigned support or sales agents
- Automated confirmation message sent to the customer

###### Step 2: Status Synchronization

As fulfillment progresses (e.g., Processing, Shipped), agents manually update the status on the dashboard. Wapi then triggers the corresponding WhatsApp templates to ensure real-time transparency for the buyer.

Fulfillment Tip: Keeping customers updated on status reduces support ticket volume by up to 35% on average.

###### Step 3: Lifecycle Finalization

Upon successful handover, the status is marked as "Delivered". This finalizes the transaction on the platform and triggers post-purchase flows like review collection or NPS surveys.

#### 5. Strategic Operational Governance

###### Best Practices

- Immediate Status Updates: WhatsApp users expect instant feedback; update stages as they occur.
- Professional Templates: Use clear, professional language in your status-triggered messages.
- Agent Assignment: Distribute order tasks to specific team members to ensure rapid fulfillment.

###### Common Troubleshooting

- Order not appearing: Verify your Catalog synchronization and WABA connection active.
- Alert failure: Confirm the status trigger template is approved by Meta.
- ID mismatch: Ensure mapped placeholders in templates match existing metadata.