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A visitor is unsure about a size or a material and messages you from the product page instead of clicking away.
Online stores and e-commerce
Every question about an order gets an answer, including the Saturday-night one
One customer asks whether the size runs small, another whether the parcel still arrives on Saturday. Those messages land on one number, and the answers you retype every day go out on their own.
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NF
Noord Fietsonderdelen
Today
Hi! I ordered on Monday, order number 10428. Is it on its way yet?
Automated
Your parcel shipped yesterday with PostNL. Delivery today between 13:00 and 15:00.
Great. Does that cassette fit a 2019 Shimano 105, by the way?
It does. You'll need an 11-speed chain with it, I'll put one in the box.
How it goes today
Where the hours go
- The same delivery question every single day, looked up by hand in your store admin each time.
- Messages arrive through the contact form, email, Instagram, and a colleague's personal number.
- A customer hesitating over a size on Saturday reads your answer on Monday.
- Nobody fills in the returns form, so the return turns up as an email anyway.
The customer journey
Every step in the same conversation
Order
As soon as the order comes in, the confirmation goes into the conversation, with what was ordered and when it ships.
Delivery
On every status change the flow sends the tracking link through, so nobody has to ask where the parcel is.
Return
If it doesn't fit, you settle the return in the same conversation, with the order number and the reason already there.
Next time
When an item is back in stock, the customers who were waiting for it get a message about it.
What online stores do with it
Situations from an ordinary week
Where's my parcel
The status arrives through Zapier or a webhook and goes back to the customer as a message.
Unsure about the size
A question about fit or material gets answered in the conversation, before the customer clicks away.
Abandoned cart
A cart left sitting turns into one message, for the customers who agreed to receive it.
Back in stock
Customers who were waiting on a sold-out item hear about it the moment it lands.
Returns without a form
The customer sends the order number and the reason, and you see both next to the conversation.
Answering with more people
Everyone works in the same inbox, with labels and assignment, so nobody answers twice.
In practice
An online store in its own words
We already had a large email list, but open rates kept dropping every year. Since building a WhatsApp list through Tobachat, our restock revenue has doubled. Customers see the message come in and often order the same day.
Integrations
What your store passes on
Your store passes a new order or a status change to Zapier or to a webhook. From there the flow picks it up and sends the message that belongs with it, order number and tracking link included. If neither your shop platform nor your order system can manage that, let us know: we fit around what you already run and build that connection.
Price
What it costs
Automation and integrations are part of the Groei plan. Meta charges separately per conversation you start. Replies to a customer question within 24 hours are free today, and from 1 October 2026 the first 1,000 per number each month.
Frequently asked questions
About WhatsApp for your store
Get your first store flow live.
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