Commerce

Commerce: orders & payments from conversations

Selling on WhatsApp usually means the order lives in someone's head and the M-Pesa code lives in a different chat. Commerce puts both in one place: every order taken in a conversation, every payment message that arrived, and a way to tie the two together so you know what has actually been paid for.

Orders

Open Commerce from the left sidebar. The Orders tab lists everything recorded from a conversation, newest first.

The Orders tab in HabariChat Commerce, showing a table of orders with order number, date, customer, items, total in Kenyan shillings, source of AI or Agent, and a Pending or Fulfilled status, with filters for All, Pending, Confirmed, Fulfilled and Cancelled
The Orders tab. Customer names are blurred here for privacy. The Source column is the useful one: it separates orders the AI captured from orders a person recorded.

Each row carries the order number, the date, the customer, the items and quantity, the total, and two things worth understanding:

  • Source tells you who took the order. AI means the assistant recorded it during an automated conversation. Agent means someone on your team recorded it while replying.
  • Status moves through Pending, Confirmed, Fulfilled, and Cancelled. The filters along the top show a live count for each, so a growing Pending number is your to-do list.
Search accepts more than an order number. You can look an order up by customer or by phone number, which is usually faster when someone messages asking "where is my delivery" without quoting a reference.

Payments and M-Pesa codes

The Payments tab collects the payment confirmations that arrive in your inboxes and helps you match each one to an order. This is the part that normally eats an afternoon.

The Payments tab in HabariChat Commerce, listing received payments with their transaction code, amount, sender, inbox, a Link or New order action, and a status of Verified, Unverified, Duplicate or Rejected, with Verify buttons on the unverified rows
The Payments tab. Phone numbers are blurred here for privacy. Unverified rows carry a Verify button so you can clear them one by one.

Work through it with the filters at the top:

FilterWhat is in it
UnverifiedPayments read but not yet confirmed by a person. Check the code and amount, then click Verify.
No orderMoney arrived but it is not tied to anything. Use Link to attach it to an existing order, or New to create one.
FlaggedSomething needs a human eye, such as an amount that does not match.
VerifiedConfirmed and matched. Nothing left to do.
RejectedDismissed as not a real payment for you.
DuplicatesThe same code seen more than once, so you do not credit it twice.

Each row shows when it was received, the transaction code, the amount, who it came from where that is available, and which inbox it landed in. If you run more than one number, the All inboxes dropdown narrows the list to one of them.

Verify before you fulfil. A code pasted into a chat is not proof on its own. The Verified badge is what tells your team the money is real and the order is safe to send out.

Order notifications

Open the Settings tab inside Commerce to choose how your team hears about a new order, and what the customer hears back.

Order notification settings in HabariChat Commerce, with toggles for in-app notification, email to a list of addresses, WhatsApp alerts to a chosen number sent from a chosen inbox, and WhatsApp order confirmation to the customer
Commerce Settings. The email address and notify number are blurred here for privacy.
  • In-app notification puts new orders in the notification bell instantly.
  • Email sends an order summary. Add specific addresses, or leave the list empty to email every owner and admin.
  • WhatsApp messages a number of your choosing when an order arrives, sent from whichever of your WhatsApp inboxes you pick. Because it uses an approved template, the alert still reaches you outside the 24-hour window.
  • WhatsApp confirmation to the customer sends the buyer their name, order number, items, and total for every new order. Also template-based, so it delivers at any time.

Below these, AI order capture controls whether the assistant is allowed to record orders during automated conversations at all. Leave it on if you want the AI closing sales while nobody is watching, and see AI modes if you would rather approve everything first.

Remember to click Save settings. The notifications block and the automations block below it save separately.

Customer automations

These are the follow-ups that bring people back, the ones no busy team ever gets round to sending by hand. All of them are off by default, so nothing goes out until you decide it should.

The customer automations panel in HabariChat Commerce, listing feedback requests, cart and order reminders, win-back nudges, no-show follow-up tasks and close silent deals, each with a toggle switch, all switched off
Five automations, each with its own toggle and its own guard rails. Every one is off until you turn it on.
AutomationWhat it doesIts limit
Feedback requestsAfter an order is completed, asks the customer to rate the experience 1 to 5 in chat.One request per order.
Cart & order remindersReminds customers who left a web chat cart or never confirmed a pending order.One reminder per cart or order. STOP opt-outs honoured.
Win-back nudgesReaches out to customers who have not ordered again after a set period.Once per lapse. STOP opt-outs honoured.
No-show follow-up tasksWhen a booked meeting is marked no-show, creates a re-contact task for the deal owner.Creates a task only. Never messages the customer.
Close silent dealsCloses deals as lost when they have had no activity and no planned next step for a set period.Deals a person has moved by hand are never touched, and nobody is messaged.
Turn on one at a time. Cart and order reminders usually pay for themselves fastest, because those customers already chose something and simply got distracted. Watch a week of it before adding the next.
These automations send WhatsApp template messages, so Meta's message fees apply in the normal way. See message costs.

Common questions

How does an order end up in Commerce?

Orders are created from conversations, not typed into a separate system. The Source column tells you who recorded each one: AI means the assistant captured it during an automated chat, and Agent means a person on your team recorded it while replying. Every order keeps its order number, date, customer, items and total.

Why is a payment showing as Unverified?

Unverified means HabariChat has read the payment message but nobody has confirmed it yet. Open the Payments tab, check the code and amount against the order, then click Verify. Payments can also show as Flagged, Duplicate or Rejected, and the filters along the top let you work through each group in turn.

Can customers get an order confirmation on WhatsApp automatically?

Yes. In Commerce → Settings, turn on WhatsApp confirmation to the customer. It sends the customer their name, order number, items and total for every new order. Because it uses an approved WhatsApp template, it delivers even outside the 24-hour service window.

Will the customer automations message people without my say-so?

No. Every customer automation is off by default and you switch on only the ones you want. STOP opt-outs are honoured, feedback requests are limited to one per order, reminders to one per cart or order, and win-back nudges to once per lapse. Two of them, no-show follow-up tasks and close silent deals, only create tasks or update deals and never message the customer at all.

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