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B2B Ordering WhatsApp AI Ordering Features & Guide
Introduction to B2B WhatsApp Agent Features
The B2B WhatsApp Agent Features allow registered business customers to search for products, prepare a shopping cart and place orders directly through WhatsApp.
Customers can submit orders using typed messages, voice notes, product photos or photographs of handwritten order lists. The system recognises the customer through their registered WhatsApp number and checks each request against the assigned catalogue, approved pricing and stock information.
This guide explains the WhatsApp product ordering process, including product searches, repeat orders, account functions and WhatsApp order management for eligible placed orders.
How an order works
Customers follow a normal conversational WhatsApp workflow to prepare and place orders.
Customers can add products across one or more WhatsApp messages. The AI prepares the cart using the customer’s assigned catalogue, approved pricing and stock information.
The WhatsApp shopping cart allows customers to add, review, change or remove products before confirming the completed order.
The customer may:
- Ask whether a product is available
- State the required quantity
- Add more products
- Ask to view the cart
- Review the products and quantities
- Change a quantity
- Remove a product
- Confirm the completed order
Customers who already know exactly what they need can send several products and quantities in one WhatsApp message. The AI checks the request, identifies the products and prepares the same shopping cart for review.
Before confirming, customers should always:
- Check the recognised products
- Verify the recognised quantities
Review and Confirm the Cart
Before confirming an order, the customer should review the following details:
- Product names
- Selected quantities
- Displayed prices
- Product availability
- Delivery destination (when applicable)
The customer can change quantities or remove products before confirming the order. After confirmation, the order enters the AutoCount B2B Ordering workflow. Depending on the company’s configured settings, authorised staff may review and process it as a Sales Order or Sales Invoice.
Order Without Typing
Customers have alternative ways to submit product and quantity information without typing exact item codes or names.
WhatsApp voice note ordering allows customers to state the required products and quantities without typing a complete order message.The system attempts to transcribe the message and match the request with products available in the customer’s assigned catalogue.
Customers should review the identified products and quantities carefully because the result may be affected by:
- Pronunciation
- Accent
- Background noise
- Audio quality
Customers can send a product photograph when they recognise the product visually but do not know its exact name or item code.
To use this feature:
- Send a clear product photo
- The AI searches for matching products in the customer’s assigned catalogue
- Review the possible results presented for selection
- Select the correct product
- State the required quantity before continuing
Customers can photograph a handwritten order list containing product names and quantities. The system attempts to read the list and match the information with products available in the customer’s catalogue.
Customers should review all recognised products and quantities before confirming the order.
Finding Products
Customers can easily discover and search for products within their assigned catalogue.
Customers can request the WhatsApp product catalogue to view products assigned to their registered customer account. The catalogue only displays products and approved pricing assigned to that specific customer.
- The system can provide a button that opens the catalogue assigned to the registered customer account.
- This catalogue only displays the products and approved pricing made available to that specific customer.
Customers do not always need to enter the exact AutoCount item code or product description. They can search using:
- Product name or Item code
- Brand or Common product name
- General product description
- Description of what the product is used for
When several possible products are found, the AI may ask the customer to select the correct item.
Customers can communicate and submit order requests using the supported language they are most comfortable with, including:
- English
- Bahasa Malaysia
- Chinese
Repeat and Multi-Branch Orders
Customers can quickly reuse previous orders or route complex orders without starting from scratch.
Customers can ask the AI to retrieve a previous order and add its products to a new shopping cart.
Before confirming it as a new order, the customer should review:
- The products
- The quantities
- The delivery information
Customers can ask the AI to retrieve a previous order and add its products to a new shopping cart.
Customers can retrieve a previous order and then modify the new cart.
They may:
- Change a quantity
- Remove a product
- Replace a product
- Add another product
The updated cart is then reviewed and confirmed as a new order.
Customers connected to several branches or delivery locations can place and route orders to different destinations.
The customer should clearly state:
- The products required
- The quantities
- The relevant branch
- The delivery destination
- Any required delivery date when applicable
WhatsApp Order Management
WhatsApp order management allows customers to check recent order information and request eligible changes before authorised staff confirm the order.
The WhatsApp order status function allows customers to check the latest available information for a recent order. Customers may identify the order using available information such as:
- The order date
- A recent order
- The order reference number
A placed order may be edited or cancelled before authorised staff confirm it.
Customers may request changes such as:
- Changing a quantity
- Adding another product
- Changing the delivery destination
- Cancelling the order
These WhatsApp order management options are only available while the placed order remains eligible for changes.
Note:
Once authorised staff have confirmed the order, changes are no longer available through this WhatsApp process.
Account Functions
Customers can request specific account-related information directly through WhatsApp.
Customers can ask questions based on their previous order records. Examples may include:
- Products ordered during a selected period
- Total quantities purchased
- Frequently purchased products
- Recent order information
The information returned depends on the order records available for the registered customer account.
The WhatsApp account statement function allows eligible customers to request an available statement directly through the conversation.
- When the function is enabled, the statement can be provided as a downloadable PDF inside the conversation.
- The available statement periods depend on the information maintained for the customer account.
Customers can use WhatsApp to:
- List saved delivery addresses
- Add a new delivery address
- Change the default delivery address
The WhatsApp delivery address function helps customers review saved addresses and select the correct destination before confirming an order.
The available addresses are connected to the registered customer account. Customers should always review the selected address before confirming an order.
Ordering Controls
The following controls apply during the WhatsApp ordering process to ensure accuracy and compliance with supplier settings.
The system can reject products that are unavailable or quantities that exceed the permitted stock balance.
- The exact stock information and restrictions depend on the company’s configured stock controls.
- Customers may need to reduce the quantity or select another available product.
The AI strictly follows the approved pricing assigned to the customer account
It cannot independently:
- Change an approved price
- Approve a discount
- Provide unauthorised special pricing
When a customer requests a lower price, the AI may suggest a more affordable product or transfer the request to an authorised staff member.
When a request requires approval or is outside the AI’s allowed functions, the conversation can be transferred to an authorised staff member.
- Relevant order and cart information may be retained to help the staff member continue assisting the customer without starting over.
Conclusion
B2B WhatsApp Agent Features allow registered business customers to search for products, prepare and confirm orders, repeat previous orders and access selected account functions through WhatsApp. Customers can use the WhatsApp product catalogue to find available items and use the available WhatsApp order management functions to check or manage eligible placed orders.
Customers should review all recognised products, quantities, prices, stock availability and delivery information before confirming an order. Requests requiring approval may be transferred to an authorised staff member.
Frequently Asked Questions
Can any WhatsApp number place an order?
No. The function is intended for registered business customers. The customer’s WhatsApp phone number must be connected to the correct customer or debtor account.
Must customers enter the exact AutoCount item code?
Not always. Customers can search using product names, item codes, brands, common descriptions or product purposes. The AI may ask the customer to select the correct item when several possible matches are found.
Can customers order using voice notes or photographs?
Yes. Customers can use voice notes, product photos and photographs of handwritten order lists. The recognised products and quantities should be reviewed before confirmation.
Can customers change or cancel a placed order?
A placed order may be changed or cancelled before authorised staff confirm it. Once staff confirmation has been completed, changes are no longer available through this WhatsApp process.
Can the AI change a price or approve a discount?
No. The AI follows the approved pricing assigned to the customer account. Requests requiring special pricing or approval can be transferred to an authorised staff member.
Need Help with WhatsApp AI Ordering?
Having trouble accessing WhatsApp AI Ordering, finding a product, confirming an order or checking an order status? Contact your supplier or AutoCount support representative for assistance.