Overview
The Order Details Template (WhatsApp Payment block) and Order Status Template (Order Confirmation block) are interactive message templates in the Journey Builder. These templates enhance the customer experience by enabling businesses to send order details and status updates directly via WhatsApp, along with payment options.
WhatsApp Payment Block (Order Details Template)
The Order Details Template is an interactive message template designed to:
Include order or bill information.
Prompt customers to complete payments via WhatsApp or other UPI apps.
This feature offers a seamless checkout experience, helping businesses collect payments directly on WhatsApp without redirecting customers to external platforms.
Steps to Create an WhatsApp Payment Template Block:
1. Access Meta Business Manager
Log into your WhatsApp Business Platform account.
Navigate to WhatsApp Manager > Account Tools > Message Templates.
2. Create a Template
Click on Create Template.
Select the Utility category and expand the Order Details message option.
Enter the template name and supported locale(s).
3. Fill in Template Components
Complete the template's Header, Body, and optional Footer.
Include a call-to-action button labeled "Open Order Details."
4. Submit for Approval
Ensure your template complies with Meta’s guidelines (avoid marketing content).
The template will undergo an approval process. Once approved, the status will be set to ACTIVE.
⚠️ Monitor your template status regularly, as it may change to PAUSED or DISABLED based on customer feedback.
Please sync the newly created template from my-template for it to be visible inside journey builder.
Order Confirmation Block (Order Status Template)
What Is It?
The Order Confirmation template allows businesses to:
Send acknowledgment messages after a payment is received.
Update customers on order processing or delivery statuses.
Creating an Order Confirmation Template:
To create an Order Status template:
Access Meta Business Manager
Log into your WhatsApp Business Platform account.
Navigate to WhatsApp Manager > Account Tools > Message Templates.
Create a Template
Click on Create Template.
Select the Utility category and expand the Order Status option.
Enter the desired template name and select supported locale(s).
Fill in Template Components
Header: Add a concise and relevant header for the message.
Body: Provide the main content, ensuring it complies with template guidelines.
Footer (Optional): Add additional details if needed.
Submit for Approval
Review your template and submit it for approval.
Once approved, the template will be marked as ACTIVE and ready for use.
How It Works in Journey Builder
WhatsApp Payment Block:
Used to take payments directly on WhatsApp.
Order Confirmation Block:
Acknowledges successful payments.
Provides order updates using the order reference.
Creating a WhatsApp Payment Block:
To create a WhatsApp Payment block in Journey Builder:
Access Journey Builder
Navigate to the Journey Builder.
Add WhatsApp Payment Block
Drag and drop a WhatsApp Payment block from the right panel into your journey flow.
Select the Template
Choose the WhatsApp Payment Template you’ve already created from the dropdown list.
Configure the Payment Block
Fill in the necessary details, including the payment configuration and other relevant options.
Define Payment Status Nodes
The WhatsApp Payment block includes three nodes for handling actions based on the payment status:Success: Add the next steps for successfully completed payments.
Failure: Configure actions for failed payments.
Pending: Define actions for payments that are pending.
Customize the Button
The block includes a Review and Pay button for customers to check their order and proceed to payment.
⚠️ Uses draft order details to send the order details to WhatsApp so make sure you have a draft order created before using the template
Using Variables in the Journey Flow
The following variables can be used further down in the flow to personalize subsequent messages or actions:
{{whatsappPayment3.referenceId}}: Displays the unique reference ID of the order.{{whatsappPayment3.transactionStatus}}: Indicates the payment status (e.g., Success, Pending, Failure).{{whatsappPayment3.errorMessage}}: Displays error messages in case of payment failures.
These variables cannot be used within the WhatsApp Payment block itself. Instead, they are available for use in subsequent blocks or nodes to enhance customer communication based on the payment status.
Creating a Order Confirmation Block
To create a Order Confirmation block in Journey Builder:
Access Journey Builder
Navigate to the Journey Builder.
Add Order Confirmation Block
Drag and drop a Order Confirmation block from the right panel into your journey flow.
Select the Template
Choose the Order Confirmation Template you’ve already created from the dropdown list.
In reference id you can use the
{{whatsappPayment3.referenceId}}variable: displays the unique reference ID of the order.
How Payments Work
Order Details Message: Businesses send an order_details message containing:
Header, Body, Footer, and Action components.
A unique
reference_idfor tracking the order.
Payment Flow:
Customers tap Review and Pay to view the order and proceed with payment.
Payments can be made via:
WhatsApp Pay: Native payment within WhatsApp.
Other UPI Apps: Redirected payment.
Payment Status Updates:
Businesses receive webhook notifications for status changes.
Use the Payment Lookup API for real-time status retrieval.
Reconciliation: Payment reconciliation must be managed with the payment service provider using the
reference_id.
Link Your Payment Account:
To receive payments on WhatsApp, businesses must add a payment configuration to the corresponding WhatsApp Business Account. A payment configuration allows you to link a payment gateway account to WhatsApp. Each payment configuration is associated with a unique name. As part of the order_details message, you can specify the payment configuration to use for a specific checkout. WhatsApp will then generate a checkout flow using the associated payment gateway account.
Steps to Link a Payment Gateway to Your WhatsApp Account
Access Payment Configuration in WhatsApp Manager
Navigate to WhatsApp Manager in your Meta Business Suite.
Go to the Payment Configurations section.
Create a New Payment Configuration
Click on New Configuration to set up your payment gateway integration.
Step 1: Select a Payment Gateway
From the list of supported gateways, choose your payment gateway.
If your gateway is not listed, select UPI VPA ID as the option.
Step 2: Enter Configuration Details
Provide a unique Payment Configuration Name for your setup.
Re-enter your Meta account password to verify.
Step 3: Save and Test Configuration
Click Save to finalize the payment configuration setup.
To test the configuration:
Click on the Settings icon next to your payment configuration.
Select the Test button.
If the setup is correct, a "Configuration test successful" message will be displayed.
Linking Your Payment Gateway in BIK Dashboard
Go to Journey Builder Settings > Payment Configuration (direct link).
Add payment configuration details:
Add your payment configuration name.
Choose a payment gateway (e.g., Razorpay).
Purchase Flow in App
In the WhatsApp Messenger App, the purchase flow has the following steps:
Customers send an order with selected products to the business either through simple text messages or using other interactive messages .
Once the business receives the order, they send an
order_detailsmessage to the user. When the user taps on Review and Pay, they will see details about the order and total amount to be paid.When the user taps the Continue button, they are able to choose to pay natively on WhatsApp or any other UPI app.
Once the payment has been confirmed by your payment gateway (PG) or payment service provider, the business can start processing the order.
Businesses can then send an
order_statusmessage to the consumer informing them about the status of the order. Each message will result in a message bubble (as shown above) that refers to the original order details message and also updates the status displayed on the order details page.
To sell products on WhatsApp in India, businesses must comply with local laws:
Provide business information in the Business Profile.
Include product details in the Commerce Manager Catalog.
Business Information Requirements:
Legal name of the business.
Business type (LLP, Sole Proprietorship, etc.).
Business address.
Grievance officer details.
Product Information Requirements:
For each product in your catalog:
Origin Country: ISO code for the country of origin.
Importer Name and Address: If applicable.
Compliance Category: Specify if non-physical goods are exempt.
For more details please refer: https://www.facebook.com/business/help/1104628230079278?locale=en_GB
Indian businesses must use a verified WhatsApp Business Account to access these features.
Ensure all required information is accurate to avoid errors in Commerce Manager.
FAQ(s):
1. What are the primary differences between the WhatsApp Payment Block and Order Confirmation Block?
WhatsApp Payment Block (Order Details Template):
Enables businesses to share order or bill details and prompt customers to complete payments directly via WhatsApp or UPI apps.
Includes three nodes to handle payment statuses: Success, Failure, and Pending.
Supports dynamic variables such as
referenceId,transactionStatus, anderrorMessagefor further communication in the flow.
Order Confirmation Block (Order Status Template):
Acknowledges successful payments and updates customers on order processing or delivery statuses.
Includes components like Header, Body, and optional Footer for comprehensive status updates.
2. Can I use variables like {{whatsappPayment3.referenceId}} directly in the WhatsApp Payment Block?
No, these variables cannot be used within the WhatsApp Payment Block itself. They are meant for use in subsequent nodes or blocks in the journey to personalize messages based on payment status updates.
3. What should I do if my template status changes to PAUSED or DISABLED?
If your template status changes to PAUSED or DISABLED:
Review customer feedback to identify potential issues with the template.
Ensure the template complies with Meta’s guidelines and does not contain promotional content.
Edit and resubmit the template for approval if necessary.
4. How can I link my payment gateway for WhatsApp Payment Block functionality?
To link a payment gateway:
Go to Journey Builder Settings > Payment Configuration.
Add the required payment configuration details, including the name and gateway type (e.g., Razorpay).
Ensure your payment gateway is properly integrated and compliant with local laws if operating in India.
For further assistance or to raise feature requests related to WhatsApp Payment and Order Confirmation Template block , please contact [email protected].