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# WhatsApp Agent — frequently asked questions

Your customers already ask you questions on WhatsApp. This app makes sure someone always answers — using your real products, stock and orders.

## Capabilities

- AI agents that answer WhatsApp messages using your live Shopify data
- Semantic product search across your indexed catalogue
- One WhatsApp inbox with conversation history and unread tracking
- Human hand-off, per conversation
- Lead capture with scoring, tags, notes and export
- Agent run timelines showing every tool the agent called
- WhatsApp message template management against Meta
- Storefront WhatsApp button and chat block
- Nine languages in the admin and storefront widgets

## Limitations

- **No bulk or broadcast campaigns** — There is no campaign feature. You can create and manage WhatsApp message templates against Meta from inside the app, and the agent replies to customers who message you.
- **No visual workflow builder** — Automations run on an event-driven engine, but there is no drag-and-drop editor for authoring them in the app.
- **Commerce-event triggers are not selectable yet** — The engine supports orders, checkouts, customers, products and fulfilments. Merchants can currently switch on the inbound WhatsApp message trigger only. The rest are rolling out.
- **No abandoned-cart recovery** — The checkout trigger is implemented in the backend but is not merchant-selectable, so no customer can be messaged unprompted.
- **No revenue, ROI or cart-recovery-rate metrics** — The dashboard reports conversations, messages, workflow executions and success rate. It does not report revenue or ROI.
- **No recommendation or personalisation engine** — The agent searches your catalogue for what a customer describes. It does not model customer preferences or build a profile.
- **No helpdesk, CRM or ERP integrations** — Conversations live in the app's own inbox. There is no Zendesk, Gorgias or Intercom integration.
- **No team, seat or role model** — It is a single merchant-scoped inbox, rather than a multi-seat helpdesk with permissions.
- **No 24/7 guarantee** — The agent answers when the backend, the language model provider and the Meta connection are all healthy. There is no failover and no delivery guarantee.
- **No SOC 2 attestation, and no GDPR-grade deletion guarantee** — There is no SOC 2 audit, and the data-deletion webhooks are incomplete. Do not treat this as a compliance artefact for a procurement review.

## Languages

English, Spanish, French, German, Italian, Japanese, Chinese, Portuguese (Brazil), Turkish

## Setup

- **Install and connect your WhatsApp number** (A few minutes) — Install from the Shopify App Store and connect your WhatsApp Business number through Meta Embedded Signup, guided step by step.
- **Describe your store** (One sitting) — Give the agent your store name, policies, tone of voice and the phrases it should avoid. Then index your catalogue so it can search your products.
- **Create an agent and choose what it may read** (Same day) — Pick which Shopify data the agent can access, write its instructions, and send it a test message before it meets a customer.
- **Let it answer, and watch the runs** (Ongoing) — Switch it on for incoming messages. Read the run timelines, correct the instructions where an answer was wrong, and hand over to a human whenever you want.

Source: https://wa.cognilexa.com/faq