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WhatsApp Integration (Add-On)

WhatsApp integration (add-on)

The WhatsApp Integration add-on lets your marketplace send automated order updates, payment notifications, and alerts to customers and vendors via WhatsApp. You can send messages through Shipturtle's shared account (no separate WhatsApp Business setup required) or through your own number and brand name via GupShup, a third-party WhatsApp Business API provider. Use it when you want order communications to reach people on WhatsApp instead of, or alongside, email.

Who this is for

  • Merchant: You activate the add-on, choose a sending method, and configure message settings.
  • Vendor: Vendors receive notifications through the same WhatsApp channel once it is active.
  • Customer: Receives order updates and alerts on WhatsApp.

Before you begin

  • The WhatsApp Integration is a paid add-on. It is available on the Business, Peak, and Enterprise plans and must be activated before any messages can be sent.
  • If you plan to use your own number and sender name, a verified Meta Business account is required before onboarding with GupShup. The verification process averages three weeks.

How it works

  1. Activate the WhatsApp add-on.
  2. Open the WhatsApp configuration and select a sending method.
  3. If using Shipturtle's account, messages go out immediately on activation.
  4. If using your own number, complete the GupShup onboarding and template sync first.
  5. Send a test message to confirm the integration is working.

Merchant setup

Step 1: Activate the add-on

  1. Open Subscription & Billing.
  2. Find WhatsApp Add-On and click Activate.
  3. You are redirected to Shopify — approve the subscription charge.

You should now see the WhatsApp add-on listed as active.

Step 2: Open WhatsApp configuration

  1. Go to Settings → Integrations → WhatsApp.
  2. Click Configure.

Step 3: Select a sending method

Under the Integration tab you will see two options.

Use Shipturtle's account

Messages are sent using Shipturtle's WhatsApp system. Each message costs one credit. Select this option and your messages go out immediately without any further setup.

Check your plan for the number of WhatsApp credits included.

Use your own number and sender name

This routes messages through your own verified WhatsApp Business account so recipients see your brand name and number. It requires a GupShup account and a verified Meta Business account, and involves these stages:

  1. Verify your Meta Business account. This is a prerequisite. If your Meta account is not yet verified, complete that before proceeding. The process averages three weeks.
  2. Contact GupShup to set up your account. Reach out to Shipturtle at team@shipturtle.com and Shipturtle will connect you with the GupShup team. GupShup handles your Meta Business Suite account creation and verification. GupShup contact details:
  4. Create message templates on GupShup. If you want custom message templates, create them on the GupShup platform and share them with Shipturtle. Shipturtle will then create matching templates on the Shipturtle side. This is treated as a customization.
  5. Wait for templates to sync on both sides. Messages will only send through the integration once the templates are live and in sync on both GupShup and Shipturtle.

Step 4: Send a test message

Before going live, confirm the integration is working.

  1. Enter a valid Test WhatsApp Number on the configuration screen.
  2. Click Send Test Message.

You should receive the test message on that number within a few moments.

FAQs

What is the difference between using Shipturtle's account and my own? With Shipturtle's account, messages go out under Shipturtle's number and sender name, and you pay per credit. With your own account, messages display your brand name and number, but setup requires a verified Meta Business account and GupShup onboarding, which can take several weeks.

How long does the GupShup onboarding take? Meta Business account verification averages three weeks. Template creation and syncing adds further time. Plan accordingly if you need a launch date.

Can I create my own message templates? Yes, if you use your own number via GupShup. Create the templates on GupShup, share them with Shipturtle, and Shipturtle creates the matching templates on its side. Both sides must be in sync before messages send. Note that custom template creation is treated as a customization.

What is a WhatsApp credit? One credit equals one message sent through Shipturtle's shared WhatsApp account. The number of credits included depends on your plan.

Who do I contact if I want to switch from Shipturtle's account to my own number later? Contact Shipturtle at team@shipturtle.com to begin the GupShup onboarding process. You do not need to reactivate the add-on — only the sending method changes.

Troubleshooting

The add-on is active but no messages are being sent. Confirm you completed the configuration in Settings → Integrations → WhatsApp and selected a sending method. Activation alone does not start sending — configuration must also be saved.

The test message did not arrive. Check that the test number is entered in international format (for example +91 for India) and that it is a valid WhatsApp number. If the number is correct, confirm the integration method is fully configured and saved before retesting.

Messages are not sending after GupShup onboarding. Templates must be live and in sync on both GupShup and Shipturtle before messages go through. Contact team@shipturtle.com to confirm the template sync status.

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