WhatsApp Pay: Why Businesses Really Care
WhatsApp is no longer just a messaging channel: for many Italian SMEs, it has become the primary point of contact with customers and prospects. In this scenario, the arrival (and evolution) of solutions like WhatsApp Pay —that is, the ability to initiate payments directly within the WhatsApp experience—represents a paradigm shift: less friction, fewer steps, more conversions.
When a user can request information, receive a quote, confirm an appointment, and complete payment in a conversational flow, the purchasing journey is dramatically shortened. And that's where... WhatsApp Business, the marketing automation and theConversational AI: it's not enough to "have WhatsApp", you need to orchestrate repeatable, measurable, and scalable processes.
In this guide, we'll look at what you need to know about WhatsApp Pay, how to think about chat transactions, and, most importantly, how to prepare your business to make the most of conversational payments with automations and intelligent chatbots.
What is WhatsApp Pay (in simple terms)
WhatsApp Pay is a payment feature built into the app that lets you send and receive money within chats. The idea is to make payment a "native" action in the conversation, like sending a photo or location.
From a business perspective, value is not just “cashing in”: it is cash in at the right time, while the user is still engaged and motivated. The conversation becomes a checkout.
WhatsApp Pay and WhatsApp Business: What's New for Businesses?
For a consumer, the use is typically peer-to-peer (P2P). For a business, the concept is different: we are talking about commercial payments, linked to an order, service or reservation.
In some markets, P2P transactions are free, while for businesses there may be transaction fees and specific requirements (e.g. business accounts, supported payment methods, verifications, eligible banks).
The key point for marketers and salespeople is this: even when WhatsApp Pay is not available uniformly in all countries or for all use cases, the right strategy is to design a payment flow in chat that reduces friction (with payment links, automatic confirmations, reminders, instant support) and is ready to integrate WhatsApp Pay when available.
How Chat Transactions Work: Logic and Limitations to Consider
In the markets where it operates, WhatsApp Pay relies on local payment infrastructure and partners. Money is transferred between enabled accounts, and the transaction status (e.g., completed, processing, failed) is displayed in the chat. This approach has practical implications for customer service and administration: the conversation also becomes a searchable "receipt.".
Typical operating limits
Chat payment solutions may have limitations such as:
- Maximum amount per single transaction
- Maximum number of daily transactions
- Monthly sending/receiving limit
- Crediting times (often not immediate)
For a company, these limitations must be translated into process rules: when to propose payment via chat, when to direct the customer to an alternative method, and how to handle exceptions (failed payment, refund, dispute).
Refunds and support: why automation is needed
In the event of a failed payment or a requested refund, the user experience can quickly deteriorate if handled manually. This is where automation on WhatsApp Business makes the difference:
- automatic messages from order confirmation is payment status
- ticket opening and sorting to the correct department
- Data collection (order ID, amount, IBAN where applicable, refund reason)
- proactive updates until closing
With a well-designed conversational architecture, the user doesn't have to “chase” the company: they receive clear updates and instructions.
WhatsApp Pay and Conversions: What's Changing in the Funnel?
Payment in chat has a major impact on three stages of the funnel:
- DecisionThe user is ready, but has doubts. An immediate response and a simple payment option increase the likelihood of closing.
- Checkout: fewer steps means fewer dropouts.
- After-sales: Confirmations, receipts, tracking, and support in the same thread increase trust and repeat purchases.
Practical example in Italian: beauty salon with deposit via chat
Imagine a beauty salon in Milan that manages bookings on WhatsApp Business. The typical problem: missed appointments and wasted time. With a conversational flow:
- the customer asks for availability
- a bot (or an operator with a template) offers 3 slots
- the customer chooses
- the system sends request for advance payment and payment instructions
- Upon confirmation of payment, the appointment will be confirmed + automatic reminder 24 hours before
Result: fewer no-shows, more early collections, a smoother customer experience.
Practical example in Italian: eCommerce with assisted payment
An e-commerce site selling artisanal products often receives questions about sizes, delivery times, and customizations. Chat is a hot topic, but if they need to go to the website, search for the product, and complete checkout, they might abandon it. With a WhatsApp flow:
- Conversational AI collects preferences (size, color, engraving)
- proposes the best option and summarizes
- invites payment (WhatsApp Pay when available, or payment link)
- send order confirmation and tracking
This approach is particularly effective with customers who shop on mobile and want to “do everything in 2 minutes”.
Marketing Automation on WhatsApp: How to Prepare for Conversational Payments
Whether you use WhatsApp Pay today or tomorrow, the strategic part is building a conversational machine: lead acquisition, qualification, nurturing, sales, and post-sales. To do this, you need three elements: Official APIs, automations is conversational intelligence.
1) Use WhatsApp Business in a scalable way (API, not just apps)
The WhatsApp Business app is great for getting started, but as your business grows, you'll need platform-specific features: multi-operator, assignments, tags, funnels, templates, CRM integrations, and payment systems.
This is why many companies are switching to WhatsApp API, which allow for advanced automation and professional flow management.
2) Design payment-ready messages and triggers“
A payment-oriented flow should include clear triggers and messages designed to reduce friction. Some examples of useful triggers:
- user writes “price”, “order”, “book”
- user clicks on a “Confirm” button”
- abandoned cart (if integrated with eCommerce)
- quote sent but not accepted within 24 hours
Examples of effective messages (Italian tone, direct):
- Summary + call to action: “Perfect, I confirm: 2x Product A + 24/48h shipping. Do you want to proceed with payment?”
- Anxiety reduction: “You will immediately receive confirmation and tracking in this chat.”
- Error handling: “It looks like your payment wasn't successful. Would you like to try again or would you prefer an alternative method?”
3) Conversational AI: Sell and assist without making people wait
When payments are processed via chat, the number of questions increases: "Is it secure?", "I paid, can you confirm?", "Can I have an invoice?", "Can I change my address?" A traditional chatbot often isn't enough, as it requires natural language understanding and the ability to handle exceptions.
With a AI Chatbot you can:
- Answer 24/7 FAQs about payments, shipping, and policies
- qualify the request and pass it on to the operator only when necessary
- maintain context (order, product, appointment) for consistent responses
Operational Checklist: What You Need to Get Started (Without Complicating Your Life)
To set up an effective conversational payment journey, work on these points:
- WhatsApp Business Account and, to scale, access to the WhatsApp API
- Catalog or price list clear (also in message or PDF format)
- Template for: quote, confirmation, reminder, after-sales
- Routing rules: who manages payments, refunds, invoicing
- Tracking: tags and notes to understand which conversations convert
- Escalation: when AI isn't enough, seamless transition to operator
If you want to accelerate your efforts, targeted consulting can help you avoid common mistakes (excessively long flowcharts, unclear messages, lack of follow-up). You can start here: Consulting.
Common mistakes to avoid when introducing payments in chat
Asking for payment too soon
On WhatsApp, trust is built in just a few messages. First, clarify the value, timing, terms, and what happens after the payment.
Don't manage the "after payment"“
Many companies focus on revenue and forget about confirmations, receipts, tracking, invoicing, and customer support. Post-sales chat is a huge lever for reviews and repeat purchases.
Manage everything manually
If every confirmation is a copy-and-paste, as soon as volumes increase, you lose control. Automation isn't for "robotization," it's for ensuring rapid turnaround and consistency.
Growth Strategies: How to Connect Payments, Campaigns, and Retention
Once you've set the foundation, you can use WhatsApp as a measurable growth channel:
- Click-to-WhatsApp campaigns: ads that lead directly to the chat, where AI qualifies and guides you to payment.
- Retrieving estimates: automatic follow-up after 24/48 hours with intelligent questions (“Do you want me to recalculate your shipping?”).
- Post-purchase upsell: After delivery, suggest related accessories or services with targeted messages.
- Loyalty programs: points balance, coupons, VIP invitations managed in chat.
The competitive advantage lies in speed: the user receives immediate responses and can conclude the conversation without leaving. If you want to explore automation options further, start with the platform: SendApp Homepage.
How SendApp can help you
SendApp offers complete solutions to manage WhatsApp Business professionally and efficiently:
- SendApp Official – Official WhatsApp Business API for bulk sending and automation
- SendApp Agent – AI chatbot with integrated ChatGPT for intelligent automatic responses
- Request a free consultation – Talk to an expert to find the ideal solution
