Taking Orders on WhatsApp: Catalogs, Auto-Replies, Payment Links

WhatsApp is where most Kenyan customers already are, which makes it the most practical sales channel for small businesses. You can build a complete ordering loop on WhatsApp: a catalog so customers browse products, auto-replies so they get instant responses, and M-Pesa payment links so they pay without leaving the conversation. Here is how to set up each piece.

Why WhatsApp Is the Default Sales Channel in Kenya

Over 10 million Kenyans use WhatsApp. For many small businesses, it is the first (and sometimes only) place customers reach out. Customers send "Hi, do you have this?" and expect a reply. If you respond quickly with a price and ordering instructions, you get the sale. If you take hours to reply, they message your competitor.

The problem is that WhatsApp was built for chatting, not for commerce. There is no built-in order management, no inventory system, and no payment processing. Every order requires manual back-and-forth: "What do you want?" "What size?" "Where are you?" "How will you pay?" "Send M-Pesa to this number." "Send the confirmation code." "Confirmed, will deliver tomorrow."

That loop works at five orders a day. At twenty or fifty orders, you cannot keep up. Messages get buried, orders get mixed up, and customers wait too long.

The solution is not abandoning WhatsApp (your customers are not moving to your website). It is structuring your WhatsApp presence so customers can browse, order, and pay with minimal back-and-forth.

Step 1: Set Up WhatsApp Business (If You Have Not Already)

If you are still using regular WhatsApp for business, switch to the WhatsApp Business App today. It is free and adds several features that matter for taking orders.

Download WhatsApp Business from the Play Store or App Store. You can run it on the same phone as your personal WhatsApp (using a different number) or migrate your existing number.

Set up your business profile:

• Business name
• Category (Retail, Food, Services, etc.)
• Description (what you sell, your location, your hours)
• Address
• Business hours
• Email and website (if you have them)

This profile is what customers see when they open your chat. A complete profile looks professional and answers basic questions before they are asked.

Step 2: Build Your Product Catalog

The WhatsApp Business catalog is a mini product gallery inside the app. Customers tap "View Catalog" in your profile to browse items without you sending anything manually.

To create your catalog:

1. Open WhatsApp Business, go to Settings, then Business Tools, then Catalog
2. Tap "Add Item"
3. Add a product photo (clear, well-lit, on a clean background)
4. Add the product name
5. Add the price in KES
6. Add a description (size, colour, material, what is included)
7. Add a link (optional, if you have a website or order form)
8. Save and repeat for each product

Catalog best practices for Kenyan sellers:

• Show the price. Hiding prices annoys customers and increases "how much?" messages. State the price clearly in KES.
• Use quality photos. Even phone photos work if the lighting is good. Natural daylight gives the best results. Avoid blurry or cluttered backgrounds.
• Keep descriptions short and specific. "Ankara dress, knee-length, available in sizes S/M/L/XL, pure cotton, machine washable" tells the customer everything they need.
• Group by category. If you sell different types of products (e.g., clothes, bags, accessories), organize the catalog so customers can browse by category.
• Update regularly. Remove items that are out of stock. Nothing is more frustrating than ordering something from the catalog only to be told "that one is finished."

Catalog limitations to know:

• Maximum 500 items
• No search function within the catalog (customers scroll through)
• No inventory tracking (you manage stock separately)
• Customers cannot add items to a cart and checkout; they send you a message about the item they want

Step 3: Configure Auto-Replies

Auto-replies handle the gap between when a customer messages and when you can personally respond. For details on the full setup process, see our WhatsApp auto-replies setup guide.

Greeting message (for first-time contacts):

"Welcome to [Business Name]! Browse our catalog for products and prices. To order, send us the item name and quantity, your delivery location, and preferred payment method (M-Pesa or cash on delivery). We respond Mon-Sat 8am-8pm."

This single message tells new customers how to order without them having to ask.

Away message (for after hours):

"Thank you for reaching out! Our team is currently offline. We are open Mon-Sat 8am-8pm and will reply first thing. In the meantime, browse our catalog for products and prices. For urgent orders, please note we process them in order received when we are back."

Quick replies for common order scenarios:

• /orderreceived - "Thank you for your order! To confirm, you ordered: [item] x [qty]. Total: KES [amount]. Delivery to: [location]. Please send KES [amount] to M-Pesa Till [number] or Paybill [number] and share the confirmation code here."
• /payment - "Payment options: 1) M-Pesa Till [number] (name: [name]) 2) M-Pesa Paybill [number], account: [your name] 3) Cash on delivery (Nairobi only). After paying, share the M-Pesa confirmation code here."
• /delivery - "We deliver within Nairobi: a reasonable cost-400 depending on location. Delivery in 24-48 hours. Outside Nairobi: we ship via courier. Rates depend on weight and destination."
• /outofstock - "Sorry, [item] is currently out of stock. We expect to restock by [date]. Would you like us to notify you when it is available?"
• /confirm - "Your order is confirmed and being prepared! Expected delivery: [date/time]. You will receive a WhatsApp message when it is dispatched. Thank you!"

Step 4: Set Up Payment Links

The biggest friction point in WhatsApp orders is payment. The traditional flow is:

1. You tell the customer the M-Pesa number
2. They go to M-Pesa, enter the number, enter the amount
3. They come back to WhatsApp and share the confirmation code
4. You manually check the M-Pesa confirmation

This works but involves multiple steps and creates opportunities for errors (wrong number, wrong amount). Payment links simplify this.

Option 1: M-Pesa Buy Goods Till with a payment message.

If you have a Safaricom Buy Goods Till number, you share it along with the exact amount. The customer pays to your till, and you get an SMS confirmation.

Format: "Pay a reasonable cost to M-Pesa Till 123456 (Business Name). After paying, share the M-Pesa code here."

Option 2: Payment links from platforms like IntaSend or Flutterwave.

These platforms let you generate a payment link for a specific amount. You send the link on WhatsApp, the customer clicks it, pays via M-Pesa (or card), and the payment is confirmed automatically.

How to set up an IntaSend payment link:

1. Create an account on IntaSend (Kenyan payment platform)
2. Go to Payment Links
3. Create a new link with the amount, description, and your branding
4. Copy the link and share it with the customer on WhatsApp

The customer clicks the link, sees a payment page with M-Pesa as an option, enters their phone number, gets the STK push to their phone, confirms with their PIN, and the payment is processed. You get a notification.

Option 3: Pesapal payment links.

Similar to IntaSend. Pesapal is widely used in Kenya and supports M-Pesa, Airtel Money, and cards. Create a payment link in your Pesapal dashboard and share it on WhatsApp.

Which option to choose: For simplicity and zero cost, direct M-Pesa Till works. For a more professional experience (especially if you sell online to customers who do not know you personally), IntaSend or Pesapal payment links add credibility and automatic confirmation.

Step 5: Track Orders in a Google Sheet

WhatsApp does not have a built-in order management system. You need an external tracker.

Create a Google Sheet called "WhatsApp Orders" with these columns:

Order #	Date	Customer	Phone	Items	Qty	Amount (KES)	Payment Status	M-Pesa Code	Delivery Address	Delivery Status	Notes

When an order comes in, log it immediately. This takes 30 seconds and saves you from scrolling through WhatsApp chats trying to remember who ordered what.

Payment Status values: Pending, Paid, Partial, Refunded Delivery Status values: Processing, Dispatched, Delivered, Returned

The Complete Order Flow (Putting It Together)

Here is what the full loop looks like from the customer's perspective.

1. Customer messages your WhatsApp number
2. They receive your greeting message with ordering instructions
3. They browse your catalog and choose a product
4. They message you: "I want the red Ankara dress, size M, deliver to Westlands"
5. You reply (using /orderreceived quick reply): "Order confirmed: Red Ankara dress, size M. Total: a reasonable cost + a reasonable cost delivery = a reasonable cost. Pay via M-Pesa Till 123456."
6. Customer pays via M-Pesa
7. Customer sends M-Pesa confirmation code
8. You verify payment, log the order, reply (using /confirm): "Order confirmed, delivering tomorrow by 5pm"
9. Next day, you send: "Hi [name], your order has been dispatched with our rider. Expected arrival: 3-5pm today."
10. After delivery: "Hi [name], hope you received your order! Let us know if everything is okay. Thank you for shopping with us!"

That is the full loop. Each step either has a template or a quick reply ready. The manual parts are verifying payment and actually fulfilling the order. Everything else is streamlined.

Managing Volume: When WhatsApp Gets Overwhelming

If you regularly get more than 30 orders a day on WhatsApp, you will hit limits.

Add a second person. WhatsApp Business can be linked to up to four additional devices. Have an assistant handle order logging while you handle fulfillment.

Use WhatsApp Business labels. Label conversations: "New Order," "Awaiting Payment," "Paid," "Dispatched," "Completed." Filter by label to focus on what needs attention.

Consider a Google Form for orders. Instead of processing every order through chat, send customers a short Google Form link: "To place your order, fill this form: [link]." The form captures item, size, quantity, delivery address, and phone number. Responses land in a Google Sheet automatically. You confirm and send payment instructions on WhatsApp.

This hybrid approach (WhatsApp for communication, Google Forms for structured data capture) is the setup many successful Kenyan online sellers use before they graduate to a full e-commerce platform.

Common Pitfalls

Not updating your catalog. An out-of-date catalog generates orders you cannot fulfil. Set a weekly calendar reminder to review and update product availability.

Slow replies during business hours. If customers regularly wait more than 30 minutes for a reply during stated business hours, you are losing sales. Either adjust your stated hours to realistic windows or bring in help.

No delivery tracking. "Your order is on the way" followed by silence creates anxiety. Send an update when the order is dispatched and give the customer a way to reach the delivery person.

Ignoring after-sale messages. If a customer messages with a complaint or question after receiving their order, respond promptly. Good after-sale service drives repeat purchases and referrals, which is how WhatsApp businesses grow.

FAQ

How do I handle returns and refunds on WhatsApp orders?

State your return policy in your catalog description and greeting message. A simple policy: "Returns accepted within 3 days of delivery for items in original condition. Refund via M-Pesa within 24 hours of receiving the returned item." When a customer requests a return, walk them through the process on WhatsApp, and process the M-Pesa refund once you receive the item back. Log the refund in your order tracker.

Is it safe to receive M-Pesa payments through a personal number?

It works but has drawbacks. A Safaricom Buy Goods Till number (a reasonable cost one-time fee) gives you a business name that customers see when paying, making it feel safer for them. It also separates your business and personal M-Pesa transactions. For any serious volume, get a Till number.

What about VAT on WhatsApp sales?

If your annual turnover exceeds KES 5 million, you are required to register for VAT with KRA. Below that threshold, you pay turnover tax instead. Regardless, keep records of all sales. The order tracker spreadsheet serves as your sales record for tax purposes.

Should I move to a full e-commerce website instead of WhatsApp?

Not necessarily. Many Kenyan businesses with significant revenue operate entirely on WhatsApp. A website makes sense when you want to reach customers who do not know your WhatsApp number (through Google search or ads) or when order volume exceeds what WhatsApp can handle. The two can coexist: use a website for discovery and WhatsApp for personal communication and order processing.