Festival-order flow
Give shoppers a clear route for catalogue, pickup or delivery questions.
WhatsApp for retail orders
Turn a busy order counter into a calmer customer conversation.
Handle catalogue questions and order coordination in a shared inbox, then send approved pickup-ready or delivery updates from your own verified WhatsApp Business number—especially when festive demand peaks.
Where teams lose time
Give routine questions a consistent first response.
The goal is not to replace your team. It is to make sure common requests are answered promptly, context is not lost between shifts, and a person can take over at the right moment.
- ✓The same pickup and delivery question reaches staff repeatedly during peak hours.
- ✓Order context is lost when multiple staff use one personal phone.
- ✓Seasonal enquiries need quick, consistent answers without confusing active orders.
Pickup-ready alerts
Use an approved template when an order is ready at the counter.
Delivery context
Keep delivery-related conversations visible to the right team member.
One shared number
Let authorised staff work from a single business conversation history.
A practical setup
A workflow your team can actually run.
- 1
Answer the first order question
Use defined keyword replies for simple catalogue, location or delivery queries.
- 2
Send a pickup or delivery update
Choose the right approved template for customers whose order status is ready to share.
- 3
Help a person when it matters
Your staff can take over the chat for customised orders, substitutions or delivery exceptions.
Questions teams ask
Before you start.
Can we send pickup-ready messages?
Yes, with the appropriate Meta-approved template and recipient information managed through your own order process.
Can several counter staff answer from the same number?
Yes. MsgGenie gives authorised staff a shared inbox for the connected business number.
Can we promote festive offers?
Marketing messages must follow WhatsApp policy, use an approved template and be sent only to the appropriate opted-in audience.
Content reviewed by the MsgGenie product team on 10 August 2026.
Start with your current process