When a user interacts with your business via WhatsApp Product Messages or WhatsApp Order Messages, your AI Agent can intelligently understand and respond to those messages — just like a trained salesperson or support rep would.
With Frontline, you can leverage Agentic Routing, knowledge base retrieval (RAG), or agent tools to create tailored automations that handle product interest or order questions at scale.
🛒 What types of messages are supported?
WhatsApp supports special message formats used in shopping experiences:
Product Messages: Sent when a user taps “Message Business” from a product catalog or storefront
Order Messages: Triggered when a customer places or updates an order (including cart or order details)
Currently unsupported: Location & Contact Messages - coming soon
⚙️ How to handle them with your AI Agent
Frontline automatically detects these message types and gives your Agent access to their contents — such as product name, price, and quantity.
You can then:
Use Agentic Routing to trigger flows based on product names or order events
Use the Agent Capture node to store product/order data into custom variables
Trigger workflows using Agent Tools
✨ Example Use Cases
1. Product Inquiries
A user sends a message from a product catalog (e.g. “Blue Sneakers”).
Your agent can:
Use RAG to retrieve specs, price, or stock
Offer help with placing the order or finding alternatives
2. Order Messages
When a customer places or updates an order through WhatsApp’s Catalog, WhatsApp sends your business an Order Message — a structured payload that includes key order details like item names, quantities, and total price.
Your AI Agent can:
Automatically detect incoming catalogue Order Messages
Route the user to a dedicated “Order Processing Flow"
Extract structured data from the payload using an AI Agent Node with custom tools to place the order.
This enables a seamless, human-like experience that connects commerce with automation — all within WhatsApp.