We’ve been using WhatsApp more for customer support and answering product questions before customers buy, and engagement seems much better compared to email.
What I’m finding difficult is figuring out whether those conversations are actually influencing purchases.
For example, someone might message us with a few questions, disappear for a day or two, and then come back and place an order through the store. In situations like that, it’s hard to know how much WhatsApp contributed to the sale.
With email, it’s easier to see clicks and conversions. With WhatsApp, the customer journey feels a lot less clear.
For those of you using WhatsApp regularly, how are you evaluating whether it’s working?
Are you looking at recovered carts, conversion rates, repeat purchases, response times, or something else?
The simplest way I can come up with is to track customers by phone number and customer tag.
If someone chats with you on WhatsApp, you can tag the customer as whatsapp_engaged.
Then, if they place an order later, you can tag that order as whatsapp_assistedso it is easier to filter and measure revenue from orders that may have been influenced by WhatsApp.
The metrics I’d look at are:
How many WhatsApp conversations turn into orders within 1-7 days
Conversion rate of customers who chatted vs customers who did not
AOV of WhatsApp-assisted orders
Recovered carts from WhatsApp follow-ups
Repeat purchases from customers who first contacted you on WhatsApp
Response time, because faster replies can directly affect buying confidence
For something more trackable, you can create a WhatsApp-only offer.
Flow: Customers chat with you via WhatsApp → You give them a special link → Only customers who access the store through that specific link can get that offer.
The offer can be a small discount, free gift, bundle. If they use it, you have a stronger signal that WhatsApp influenced the order.
My tip is to use a bundle or volume discount instead of only a flat discount, because customers need to buy more to unlock it, which can help scale sales without eating your margin.
Hey @Emiliano-Chatix . Hope you are having a goodYou can use I day!
You can use Interakt or Zoko, they track WhatsApp conversations to conversation aotumatically.
Additionally, you can add " how did you hear us? " at checkout for manual confirmation.
UTM-tagged links: Whenever you send a product link in chat, tag it (e.g. ?utm_source=whatsapp&utm_medium=chat). Those sessions then show up in Shopify’s marketing reports and GA4, so a customer who returns via that link gets attributed.
WhatsApp-only discount codes: Share a unique code (e.g. WA5) only in conversations. Every order using it is a confirmed WhatsApp-assisted sale. This is the simplest, most reliable signal.
reply type: answered clearly, needed follow-up, escalated, no response
order within 24/48/72 hours: yes/no
order value
notes on what removed the blocker
After a few weeks, look for patterns by question type, not only by channel. For example, product-fit questions may convert when answered within a few hours, while shipping-time questions may reduce abandoned carts but not create many new orders.
This also helps keep the support team consistent. If every person answers product fit, returns, and delivery timing differently, the attribution data gets noisy because the reply quality changes from conversation to conversation.
Hi there @Emiliano-Chatix
We measure the impact of WhatsApp through a combination of UTM tagged product links, Shopify discount codes that are only shared on chat, and post purchase order notes where the customer tells us how they found us. Even if the journey is paused, these signals nudge sales conversations back on track. And we also track the conversion rates of those customers who did and didn’t answer WhatsApp. Over time, the trends toward higher AOV and faster purchase decisions following chat provide a clearer picture than direct atribution alone.
My tip is to use a bundle or volume discount instead of only a flat discount, because customers need to buy more to unlock it, which can help scale sales without eating your margin.