Receive Responses From Customers

After receiving Multi or Single product messages, users can: ask for more information about a product, add products to a shopping cart, and place an order. The best way to track a customer’s response to a message is by checking the webhooks alerts received for a specific message.

After sending a message, you get a message status notification webhook mentioning the status of that message. A sample webhook for successfully sent business-initiated conversation looks like this:

{
  "object": "whatsapp_business_account",
  "entry": [{
    "id": "WHATSAPP_BUSINESS_ACCOUNT_ID",
    "changes": [{
    "value": {
    "messaging_product": "whatsapp",
    "metadata": {
      "display_phone_number": "PHONE_NUMBER",
      "phone_number_id": "PHONE_NUMBER_ID"
      },
    "statuses": [{
      "id": "wamid.ID",
      "recipient_id": "PHONE_NUMBER",
      "status": "sent",
      "timestamp": "TIMESTAMP",
      "conversation": {
        "id": "CONVERSATION_ID",
        "expiration_timestamp": TIMESTAMP,
        "origin": {
          "type": "business_initated"
          }
        },
      "pricing": {
        "pricing_model": "CBP",
        "billable": true,
        "category": "business_initated"
        }
      }] 
    },
    "field": "messages"
    }]
 }]
}

Save that message ID to track how customers are receiving that message.

Asking For Information

Whenever a customer receives a Multi or Single Product Message, they can ask for more information about that specific product. There are two ways customers can use to ask for information:

• Text message: The customer sends a text message asking for more information after receiving a product.
• Clicking Message Business: The customer goes to a product's Product Detail Page (PDP) and clicks on the Message Business button.

Once the customer sends a question, the business gets an inbound message webhook notification. These notifications include a messages object with the following components:

The webhook will look like this:

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "ID",
      "changes": [
        {
          "value": {
              "messaging_product": "whatsapp",
              "metadata": {
                   "display_phone_number": "PHONE_NUMBER",
                   "phone_number_id": "PHONE_NUMBER_ID",
              },
              "contacts": [
                {
                  "profile": {
                    "name": "NAME"
                  },
                  "wa_id": "PHONE_NUMBER_ID"
                }
              ],
              "messages": [
                {
                  "from": "PHONE_NUMBER",
                  "id": "wamid.ID",
                  "text": {
                    "body": "MESSAGE_TEXT"
                  },
                  "context": {
                    "from": "PHONE_NUMBER",
                    "id": "wamid.ID",
                    "referred_product": {
                      "catalog_id": "CATALOG_ID",
                      "product_retailer_id": "PRODUCT_ID"
                    }
                  },
                  "timestamp": "TIMESTAMP",
                  "type": "text"
                }
              ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}

Use the webhook information to respond to the customer's query.

Placing an Order

Once customers have added a product to their shopping cart, they can send that cart to the business to complete the order. A business knows they have received an order by keeping up with their webhook notifications.

These notifications are of the order type and they include a messages object with the following components:

The webhook will look like this:

{
  "object": "whatsapp_business_account",
  "entry": [
    {
      "id": "8856996819413533",
      "changes": [
        {
          "value": {
              "messaging_product": "whatsapp",
              "metadata": {
                   "display_phone_number": "16505553333",
                   "phone_number_id": "phone-number-id",
              },
              "contacts": [
                {
                  "profile": {
                    "name": "Kerry Fisher"
                  },
                  "wa_id": "16315551234"
                }
              ],
              "messages": [
                {
                  "from": "16315551234",
                  "id": "wamid.ABGGFlCGg0cvAgo6cHbBhfK5760V",
                  "order": {
                    "catalog_id": "the-catalog_id",
                    "product_items": [
                      {
                        "product_retailer_id":"the-product-SKU-identifier",
                        "quantity":"number-of-item",
                        "item_price":"unitary-price-of-item",
                        "currency":"price-currency"
                      },
                      ...
                    ],
                    "text":"text-message-sent-along-with-the-order"
                  },
                  "context": {
                    "from": "16315551234",
                    "id": "wamid.gBGGFlaCGg0xcvAdgmZ9plHrf2Mh-o"
                  },
                  "timestamp": "1603069091",
                  "type": "order"
                }
              ]
          },
          "field": "messages"
        }
      ]
    }
  ]
}

Use the webhook information to prepare the customer's order.