Use a conversation where a customer needs an answer
A customer may need to confirm availability, delivery details or a custom specification before ordering. A WhatsApp enquiry can carry the selected items and questions into that conversation. It is useful only if someone can respond and the business has a clear way to record the outcome.
Keep the handoff explicit
Label the action as an enquiry or quote request when it does not place an order. Show what information will be shared, let the customer review it and explain the next step. Opening a chat does not mean a message was sent, a booking was accepted or payment was received.
Give payments and orders their own records
Agree how the business confirms stock, accepts a quote, requests payment and records fulfilment. Payment status should come from the payment provider’s verified record, not a screenshot sent in chat. Customers should know when an order is confirmed and how to ask for help.
Compare it with a self-service checkout
A standard checkout may suit repeat purchases with clear pricing, stock and delivery rules. A conversation may suit services or products with unresolved details. Test the relevant journey with customers and compare completion, staff effort and order accuracy rather than assuming either route always converts better.
Cost and timing examples are Digigen planning guidance, not market averages or a fixed quote. Confirm the scope, assumptions and current provider requirements before making a project decision. About Digigen.