WhatsApp customer service for online stores

1. One phone, three colleagues.

   The Business app runs on a device that lives in a drawer. Who replies, who has already replied, who forgot the customer?

2. Saturday, 9 pm: three messages.

   “Where is my parcel?”, three times. The reply comes on Monday, until then every customer asks twice more.

3. Nobody sees the order.

   The question arrives on WhatsApp, the order sits in the ERP. Type the order number, look it up, write back.

Talkward brings WhatsApp into the whole team’s inbox, with order status from your store and an AI that replies as long as it is simple.

WhatsAppCloud API, your number

Cloud APIMessage + imageOrder number recognisedOrder from the sourceReply labelled

TalkwardNuremberg, Germany

same numberAI replyCustomer record

WhatsApp

• Whole team, one number

  Assign, notes, @-mentions, reminders: all on the same number, without a shared phone.

• AI labelled

  Every AI reply carries the label, as the EU AI Act requires. When the AI hands over, your team continues under its own name.

• 24-hour window

  Within 24 hours of the customer’s last message you reply freely. After that you need templates approved by Meta.

• Meta’s prices, no mark-up

  Conversations started by the customer are currently free at Meta; templates cost per message and country. Talkward adds nothing.

Connection

WhatsApp Business Platform (Cloud API) with your account and your number

Access

Messages, images and documents within the 24-hour window

Processing

Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.

1. Business account at Meta

   Create a WhatsApp Business account in Meta Business Manager and register the number, or convert an existing business number.

   Screenshot to follow

2. Create the channel in Talkward

   Under Settings › Channels, add “WhatsApp” and enter the IDs and token from Meta. Sign-up via the Facebook button follows once Meta’s review is complete.

   Screenshot to follow

3. Send a test message

   Write a message to your number: it appears in the inbox, the reply arrives on the phone.

   Screenshot to follow

4. Assign AI and team

   Switch on the AI agent for the channel (from Professional), assign team members, set reminders. Done.

   Screenshot to follow

As of 25 September 2026, Superchat details according to its pricing and security pages. Sources: Superchat: pricing, Superchat: security, Meta: WhatsApp pricing.

• Servers in Nuremberg (ISO 27001)
• Data processing agreement
• AI replies labelled (EU AI Act)
• Extensions cancellable monthly

• LiveTranslateCustomers write in their language, your team reads and replies in yours. Both directions.
• Shipment tracking“Where is my parcel?” answered by the AI with status, carrier and tracking link from your source.
• WooCommerce integration“Talkward for WooCommerce” plugin: order status for the AI and customer record, connected with one click, even behind Cloudflare.
• Zapier integrationHandovers in Slack, complaints in Sheets, orders as WhatsApp: over 7,000 apps, no code.
• SongsYour store sings: funny songs for orders, shipping or radio silence, by automation and without customer data.
• Calendly integrationBooking link with one click from the conversation, pre-filled. Bookings and cancellations in the conversation and the record.
• CallsCustomers call straight from the chat window, no phone number. Your team picks up in the inbox.
• All integrationsShop, ERP, marketplaces, shipping and service