The connection says connected but no message reaches the customer. Why?

One of three switches is off: the 'WhatsApp bildirimleri etkin' master toggle, the individual toggle for that event, or Meta's approval of the matching template. Check all three in that order.

Can I send a free-text message whenever I want?

No. Under Meta's 24-hour rule, free text is only allowed for 24 hours after the customer's last message to you. Once the window closes you must send an approved template through 'Yeni Konuşma'.

My number is with another provider — can I move it?

Yes. The 'Facebook ile Bağlan' flow supports porting an existing WhatsApp number, and your display name, quality rating and previously approved templates come across with it.

Setting up WhatsApp notifications

Connect your WhatsApp Business account, switch on order and shipping notifications, and register your Meta-approved message templates.

4 min de lectureDernière mise à jour : 2026-08-30

Once WhatsApp Business (Cloud API) is connected, order confirmations, shipping and delivery updates and cart reminders land in the customer's WhatsApp automatically, and you answer incoming customer messages from the same screen. Setup has two halves: connecting the number, and registering templates that Meta has already approved. If either is missing nothing is sent — WhatsApp does not let you open a conversation with an unapproved template.

Avant de commencer

The WhatsApp plugin enabled on your store
A Meta Business account and a WhatsApp Business (Cloud API) number
At least one message template approved in Meta WhatsApp Manager

Étapes

Les écrans sont illustratifs ; les données de votre panneau différeront.

Étape 1: Open the WhatsApp settings page
In the sidebar, open WhatsApp → Ayarlar. If the status pill on the Bağlantı card reads 'Bağlı değil', no number is connected yet. The card has two tabs: 'Facebook ile Bağlan' and 'Sanal numara'.
Not connected
WhatsApp notifications
Send automatic order notifications over WhatsApp Business (Cloud API).
Connect with FacebookVirtual number
Connect with Facebook
WhatsApp notifications — exemple de vue du panneau
Étape 2: Connect the number with Facebook
This is the fastest route. In the Facebook window, pick your business and your WhatsApp number; if you are porting a number from another provider, your display name, quality rating and approved templates come with it. Do not close the window before the steps finish — an interrupted flow returns with a warning that Facebook did not grant access to your WhatsApp Business account or number.
Connected
Connect with Facebook
1. ✓Authorise access
2. ✓Subscribe to message updates
3. 3Register the phone number
WhatsApp connected successfully
Connect with Facebook — exemple de vue du panneau
Étape 3: Or enter the credentials by hand
For Cloud API test/virtual numbers, use the 'Sanal numara' tab. Enter the values from your Meta app and press 'Bağlantıyı Kaydet'. Do not skip the App Secret field: it is required for incoming customer messages to be received, and it converts your short-lived access token into a long-lived one lasting roughly 60 days.
Connection
Connect with FacebookVirtual number
Phone Number ID
104512378899021
Access Token
EAAG…9ZDd
Business Account ID (WABA ID)
398210447712063
Webhook Verify Token
maya-firin-2026
App Secret
Your Meta app's App Secret
Save Connection
Connection — exemple de vue du panneau
Étape 4: Choose which events send a message
On the 'Bildirim Ayarları' card, first switch on 'WhatsApp bildirimleri etkin' — while it is off, none of the individual notifications you enable will send. Then tick the events you need and save. If your store has the reservations or appointments plugin, those groups appear in this list too.
Notification settings
WhatsApp notifications enabled
açık
Order confirmation
açık
Shipped
açık
Delivered
açık
Cancellation
kapalı
Cart Reminder
Reminder for an unfinished basket.
açık
Save
Notification settings — exemple de vue du panneau
Étape 5: Register your message templates
On the 'Mesaj Şablonları' card, press 'Varsayılan Şablonları Oluştur': five order-notification templates are prepared, sent to Meta and left waiting for approval. If you already have an approved template in Meta, link it with 'Şablon Ekle' — put order_confirmed, order_shipped, order_delivered, order_cancelled or abandoned_cart in the key field, and the template's exact Meta name in the name field. Nothing sends before approval arrives.
Message templates
Templates must first be created and approved in Meta WhatsApp Manager. Save the exact approved name here.
Key Meta template name Language Active
order_confirmed siparis_onayi_v2 tr Active
order_shipped kargoya_verildi tr Active
abandoned_cart sepet_hatirlatma tr Inactive
Create default templatesAdd templateTemplate with AI
Message templates — exemple de vue du panneau
Étape 6: Reply from the Sohbetler inbox
WhatsApp → Sohbetler is the shared inbox where you write back to customers. A conversation whose 24-hour window is still open carries an 'Açık' pill in the list; a conversation with no pill is one whose window has closed — there is no separate pill for the closed state. If the customer messaged you within the last 24 hours you can send free text; if not, you can only start the conversation with an approved template through 'Yeni Konuşma'. Save the replies you send often as 'Hızlı yanıtlar' and insert them in one click.
WhatsApp conversations
The WhatsApp 24-hour window is closed. The customer must message you first, or you must open a new conversation with an approved template.
Selin Aydın
Open
Order MH-24187 · 12 min ago
Kerem Doğan
Open
Delivery question · 2 h ago
Ayşe Tunç
Last message 29.08.2026
New ConversationQuick replies
WhatsApp conversations — exemple de vue du panneau

Key	Meta template name	Language	Active
order_confirmed	siparis_onayi_v2	tr	Active
order_shipped	kargoya_verildi	tr	Active
abandoned_cart	sepet_hatirlatma	tr	Inactive

Conseils

Never leave the App Secret empty

Even with the connection showing as 'Bağlı', without the App Secret incoming customer messages are not received and your access token stays short-lived — a few days later notifications quietly stop and the panel shows no error.

Nothing sends until Meta approves the template

'Varsayılan Şablonları Oluştur' gives you ready templates, but they sit in a pending-approval state. Approval can take hours, and no order notification goes out meanwhile. Check the template states before testing on a live order.

Questions fréquentes

The connection says connected but no message reaches the customer. Why?: One of three switches is off: the 'WhatsApp bildirimleri etkin' master toggle, the individual toggle for that event, or Meta's approval of the matching template. Check all three in that order.
Can I send a free-text message whenever I want?: No. Under Meta's 24-hour rule, free text is only allowed for 24 hours after the customer's last message to you. Once the window closes you must send an approved template through 'Yeni Konuşma'.
My number is with another provider — can I move it?: Yes. The 'Facebook ile Bağlan' flow supports porting an existing WhatsApp number, and your display name, quality rating and previously approved templates come across with it.