How to set up the WhatsApp order confirmation agent
The Confirmation agent messages customers on WhatsApp to confirm a new COD order automatically, but it needs at least one approved message template assigned before it can send anything.
Steps
- Go to Order confirmation and turn the agent Enable.
- Assign one approved template per language you sell in — this is required to enable the agent.
- Turn on Address Verification if you want the agent to double-check the delivery address with the customer.
- Turn on Duplicate Detection and set a window (30–1,440 minutes) to catch repeat orders from the same customer.
- Set reminders: a delay (up to 1,440 minutes) and a maximum number of reminders (0–3), keeping delay × reminders within 1,440 minutes total.
- Choose when to auto-close an unconfirmed order (6, 12, 24, 48, 72, or 168 hours, or never), and optionally enable Cancel order if no reply.
- Set working hours for the agent, then check sent today, confirmed rate, and pending on the same page.
Common problems
- "No approved templates assigned. The confirmation agent can't send messages without at least one approved template."create and get a template approved for the Order Confirmation agent, then assign it here for each language.
- Reminders aren't sendingcheck that delay × number of reminders doesn't exceed 1,440 minutes; the agent won't schedule reminders that go past that limit.
- Orders auto-cancel too soon or too lateadjust the auto-close window, or turn off Cancel order if no reply if you'd rather review unconfirmed orders manually.
- Agent isn't messaging outside your store's active hoursthis is expected if working hours are set; widen them if you want messages sent sooner.