Conversation Automations Speak with us →

Conversation automations on WhatsApp

Conversations, quietly automated.

Vexa builds and operates conversation automations on the WhatsApp Business Platform for e-commerce brands. Order updates, support replies, and delivery notifications — sent at the right moment, in the right tone, within the rules Meta has set for the channel.

Speak with our team → Direct line 0344 0065701
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§01 A Statement

Vexa builds and operates conversation automations on the WhatsApp Business Platform for e-commerce brands. That means the routine messages every online store needs to send — an order confirmation, a delivery alert, a reply to a simple question — reach the customer at the right moment, written in the right tone, without a person having to type each one by hand.

The service is narrow on purpose. We do not run advertisements. We do not write your marketing emails. We do one thing: we automate the conversations that sit between your stores and the people who buy from them, within the rules Meta has published for the platform.

§02 Services
01 Automation

Order Confirmation Flows

An automation that triggers on the ‘order placed’ webhook from your store and sends a structured WhatsApp message within seconds — product, total, expected delivery, tracking link. Built on approved Utility templates and routed through a customer’s open service window where applicable.

  • Shopify, WooCommerce, and custom storefront webhooks
  • Variables for order ID, customer name, product, total
  • Click-to-track buttons routed to your courier
  • Per-store message styling within a single sender
02 Automation + Human

Support Reply Automations

Common enquiries — "where is my order?", "how do I return this?", "do you deliver to my city?" — are answered automatically within an open service window. Anything outside the automated flows is escalated to a human operator during stated hours, with the conversation context attached.

  • Intent-matched replies for the most common enquiries
  • AI assistance is disclosed within the first message of an exchange
  • Live human handover during stated hours, in English / Urdu / Roman Urdu
  • Conversation logs retained for 90 days for quality review
03 Automation

Delivery & Status Flows

Each status change from your courier — dispatched, in transit, out for delivery, delivered, returned — triggers a Utility template at the moment it happens. Reschedule and reattempt flows are handled within the same thread, removing the need for the customer to phone in.

  • Webhook-driven from your courier’s API
  • PostEx, TCS, Trax, Leopards, M&P integration ready
  • Conditional flows for failed delivery and reattempts
  • Customer-facing reschedule options inside the chat
04 Infrastructure

Multi-Store Routing

One WhatsApp number, many stores. Each store keeps its own brand voice within the message body while sharing the operational economics of a single sender. Useful for groups that operate a portfolio of brands and want a unified messaging layer behind them.

  • Per-store template namespace and routing
  • Brand tokens injected into Utility templates
  • Centralised opt-in ledger across all storefronts
  • Consolidated reporting on conversation quality
§03 How We Work
  1. I

    Discovery & Eligibility

    We review your stores, current order volume, courier integrations, and your existing customer messaging. We confirm that the use case fits within Meta’s Business Messaging Policies and that the categories you require (Utility, Authentication, Service) are appropriate to your traffic.

    Typical duration · 2 working days

  2. II

    Verification & Setup

    Your business is connected to a Meta Business Account. The display name is submitted for review. Two-factor authentication is enabled. The phone number is registered to the WhatsApp Business Platform Cloud API. We never bypass official onboarding.

    Typical duration · 5–10 working days

  3. III

    Templates & Consent

    Utility and Authentication templates are drafted in accordance with Meta’s template guidelines, then submitted for review. Opt-in language is added to your checkout, confirmation emails, and account pages. Every contact in the ledger has a recorded opt-in source.

    Typical duration · 3–7 working days

  4. IV

    Live Operations

    The channel goes live. Webhook events from your stores and couriers are translated into WhatsApp messages. Inbound enquiries are answered during stated hours. Quality rating, message volume tier, and policy health are monitored daily.

    Ongoing · monthly written report

§04 A Day in the Channel

An illustrative exchange showing the kind of messages an automated flow on Vexa produces. The example below is not a real customer; the order number and product are made up for demonstration only.

01 — Confirmation
Triggered by ‘order placed’ webhook. Utility template.
02 — Customer reply
Opens a 24-hour service window for free-form responses.
03 — Status update
Triggered by courier webhook. Sent as Utility template.
04 — Human response
Sent by a Vexa operator during stated hours where escalation is needed.
§05 Compliance & Conduct

Every automation we build runs inside the constraints set by Meta’s Business Messaging Policies, the WhatsApp Commerce Policy, the WhatsApp Business Solution Terms, and the AI-Assisted Business Messaging Guidelines issued in January 2026. These are not bullet points on a slide deck for us — they are the working rules under which the service is operated.

  • i.

    Consent before contact

    No marketing template is ever sent to a contact without recorded, granular opt-in. Our consent ledger is auditable per phone number.

  • ii.

    Honest categorisation

    Templates are submitted under the category that reflects their actual content. We do not disguise marketing as utility.

  • iii.

    AI disclosure

    Where we use AI to draft a response, the customer is told within the first message of that exchange, in plain language.

  • iv.

    Human path

    Every conversation has a clearly accessible route to a human operator, in line with Meta’s January 2026 guidance.

  • v.

    Calling rules

    Outbound voice calls require an explicit Call Permission Request. We do not initiate Business-Initiated Calls without one.

  • vi.

    Data minimisation

    We process the minimum data necessary to deliver the service. Conversation logs are retained for 90 days, then purged.

§06 Common Questions
Is Vexa a software product I install, or a service you operate? +

A service. We are the registered account holder and operator for the WhatsApp number on which messages are sent and received. You do not host any infrastructure. You retain ownership of your customer data; we hold it in trust for the duration of the engagement.

Will customers see our brand or yours in the chat header? +

The chat header reflects the WhatsApp display name configured on the number. For a multi-store operator using a single number, this will be Vexa — and the message body identifies the originating store within the content. Where appropriate, we can also operate a number registered to your own brand on your behalf.

What does it cost to send a message? +

Meta charges per message delivered, by category and recipient country. Under the per-message pricing model in effect from 1 July 2025, Service messages and Utility templates within an open customer service window are free. Marketing and Authentication templates are charged at the published Meta rate. Vexa charges a flat monthly operating fee on top of message pass-through; we do not mark up Meta’s rates.

Do you send promotional broadcasts? +

We will send approved Marketing templates to contacts who have explicitly opted in to marketing communications, at a frequency you specify, within the Marketing Messages API quotas. We will not send promotional content to a contact who opted in only for transactional updates. The distinction is maintained per phone number.

What are your hours, and what is the response time? +

Automations operate around the clock. Live human responses are provided 09:00 to 22:00 PKT, seven days. Outside those hours, customers receive an automated acknowledgement disclosing that a person will respond the following morning, while the Service Window remains open for them to add detail. We target a first-human-response time of well under five minutes during stated hours, and we report the actual figure to you monthly.

What happens to a customer’s data? +

The minimum necessary data — phone number, name, order reference, conversation transcript — is processed to deliver the service. It is stored on encrypted infrastructure, retained for 90 days from last interaction, then deleted. Customers may request access or erasure by replying STOP, or by contacting us at the address below.

Can a customer opt out at any point? +

Yes. A reply of STOP, UNSUBSCRIBE, or BAND (Roman Urdu) immediately removes the contact from all future template sends. The opt-out is recorded with a timestamp in our consent ledger and honoured across every store on the account.

Are you able to call our customers on WhatsApp? +

Inbound calls from customers are accepted during stated hours and are free of charge under WhatsApp’s pricing for user-initiated calls. Outbound calls require a Call Permission Request to be sent and approved first, and are made only when a written conversation is no longer adequate.

§07 Contact

Direct line

0344 0065701

Live human response, 09:00–22:00 PKT, seven days. Outside those hours leave a WhatsApp message to the same number; we reply at the start of the next working window.