# Sell more and answer faster on WhatsApp and SMS

> On-chat helps online stores automate order updates, product questions and follow-ups on WhatsApp and SMS, and brings in a person for returns or complaints. It connects to your store through webhooks, the REST API or Zapier.

URL: https://on-chat.live/solutions/ecommerce/
Last updated: 2026-10-27

Shoppers want quick answers where they already chat. Automate product questions, order updates and follow-ups, and bring in your team for anything that needs a personal touch.

- [Start your free 30-day trial](https://on-chat.live/org/signup/)

## Automation across the whole customer journey

On-chat automates the e-commerce journey from product questions and order updates to returns, reviews and store integrations.

- **Order and delivery updates**: Send status messages automatically when your store or courier calls a webhook.
- **Product questions 24/7**: Answer sizing, shipping and payment questions instantly with a chatbot.
- **Cart and payment reminders**: Follow up on unfinished checkouts with a friendly reminder on the right channel.
- **Returns and complaints**: Collect order details first, then hand the chat to an agent as a ticket.
- **Reviews and feedback**: Ask for a rating after delivery and save the answer to the customer record.
- **Connect your store**: Integrate Shopify, WooCommerce or your own system through webhooks, the API or Zapier.

## Get started in three steps

You connect WhatsApp or SMS, send your store's order events into flows and let bots handle updates while agents handle exceptions.

1. **Connect WhatsApp or SMS**: Add the channels your customers use most.
2. **Plug in your store**: Send order events to flows with webhooks or Zapier.
3. **Automate and support**: Let bots handle updates and agents handle exceptions.

Popular use cases: ('Order confirmations', 'Delivery tracking', 'Abandoned cart reminders', 'Cash on delivery confirmation', 'Returns', 'Post-purchase surveys').

## Frequently asked questions

These answers cover store integrations, cash-on-delivery confirmation, WhatsApp promotions and order details for agents.

### Does it work with Shopify or WooCommerce?

Yes, through webhooks, the REST API or Zapier, which can start flows when orders change.

### Can I confirm cash-on-delivery orders?

Yes. Send a confirmation question and update the order based on the customer's reply.

### Can I send promotions on WhatsApp?

Yes, using approved marketing templates and only to customers who opted in.

### How do agents see order details?

Details collected by the bot are saved on the contact and shown with the ticket.

## Learn how to build it

- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.

## Related solutions

- [WhatsApp chatbot](https://on-chat.live/whatsapp-chatbot/): Build a WhatsApp Business chatbot without code. Answer FAQs, take orders, send template messages and hand chats to live agents. Free 30-day trial.
- [Live chat ticketing](https://on-chat.live/live-chat-ticketing/): A help desk for WhatsApp, SMS and social chats. Bots open tickets, agents accept and reply in a fast workspace, and managers track agent performance.
- [SMS marketing](https://on-chat.live/sms-marketing/): Send bulk SMS, automate reminders and run two-way SMS conversations with any provider or your own Android phone. Start a free 30-day trial.