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Guide to setting up WhatsApp Automation with Interakt on SmartBiz

  • Updated

SmartBiz now enables sellers to connect their store with Interakt, giving them access to WhatsApp Business (WABA) services directly for their business. With this integration, sellers can use WhatsApp to communicate with customers, automate order-related updates, send COD confirmation messages, recover abandoned carts, and engage customers through promotional messages—all while managing their online business through SmartBiz.

1. What can you do with the SmartBiz–Interakt integration?

By connecting SmartBiz with Interakt, you can automate customer communication on WhatsApp without manually sending messages for every order or customer interaction.

You can use Interakt to:

  • Send automated order confirmations.
  • Send shipping and delivery updates.
  • Send abandoned-cart and payment-reminder messages.
  • Send COD Double Confirmation messages.
  • Send promotional broadcasts to your SmartBiz customers.
  • Sync your SmartBiz customers with Interakt.
  • Automate responses to frequently asked customer queries.

The integration supports automated communication across different stages of the customer journey.

2. Connect your SmartBiz store with Interakt

  1. Log in to your SmartBiz account.
  2. Navigate to the Growth section, then select Marketing Automation.
  3. Click Connect to Interakt.
  4. You will be prompted to choose between:
    • Create a New Interakt Account – if you are new to Interakt.
    • Link Existing Interakt Account – if you already have an Interakt account.

3. Create your Interakt account

If you are creating a new Interakt account:

  1. Enter your First Name and Last Name.
  2. Enter your Phone Number.
  3. Enter your Email Address.
  4. Enter your business details. (Your SmartBiz store name may be pre-filled as the business name.)
  5. Select your Country and Industry.
  6. Click Register with Interakt.

Once registration is completed, you will be redirected to your Interakt dashboard.

4. Connect your WhatsApp Business number

From the Interakt dashboard:

  1. Under Connect Number, click Connect.
  2. Select how you want to connect your WhatsApp number — use an existing WhatsApp Business App number, or register a new WhatsApp number.
If you use an existing number: You can continue using it with WhatsApp Business App while connecting it with Interakt, subject to the applicable Meta requirements.
If you use a new number: It should not already be registered on WhatsApp or the WhatsApp Business App and must be able to receive an OTP through SMS or call. Interakt may require business verification using a GST certificate or website domain, depending on the verification route you select.

5. Complete business verification

After selecting your WhatsApp number:

  1. Select your Business Country.
    1. Select the preferred verification method — GST Certificate or Website Domain.
  2. Upload the required documents and complete the verification process.

GST Certificate — generally the faster option.  ·  Website Domain — additional verification may be required and the process can take longer.

If your business has already been verified through Meta, select the applicable option to continue.

Note: You may also be able to proceed without verification; however, messaging limits may remain restricted until business verification is completed.

6. Complete the Meta setup

After selecting Connect Number, you will be taken through Meta's embedded sign-up flow.

  1. Enter or select your WhatsApp Business phone number.
  2. Select the relevant Business Portfolio.
  3. Select the WhatsApp Business Account you want to connect.
  4. Review the permissions being requested.
  5. Click Confirm to complete the setup.

Once complete, you will be redirected to Interakt, and your connected WhatsApp number will be visible on the dashboard.

7. Set up automated SmartBiz notifications

Once your store is connected, Interakt provides pre-configured SmartBiz campaign templates. These include: Order Confirmation, Order Accepted, Order Rejected, Order Cancelled by Customer, Order Shipped, Order Delivered, Order Ready for Pickup, Order Pickup Completed, Payment Abandonment, Abandoned Cart, Customer Win-Back, Post-Delivery Feedback, and COD Double Confirmation.

To set up a campaign: Go to Campaigns → New Campaign → search the SmartBiz campaign → select it → Use this Sample → review the audience & template → map SmartBiz order information to the message variables → review preview → configure settings → Go Live.

8. Set up COD Double Confirmation

Lets customers confirm or cancel their Cash on Delivery order through WhatsApp before you begin fulfilment.

To set it up: Go to Campaigns → search CoD Order Double Confirmation Smartbiz → Use this Sample → review details → configure message variables → Go Live.

Confirm Order: confirmation is sent to SmartBiz, the order is marked confirmed, and the customer receives a confirmation message.
Cancel Order: the customer is asked to confirm the cancellation; once confirmed, the cancellation is sent to SmartBiz and the customer receives a cancellation confirmation.
Important: Make sure both the Confirm Order and Cancel Order workflows are activated for the COD Double Confirmation flow to work correctly.

9. SmartBiz customer sync with Interakt

Customers who interact with your store can be automatically synced to the Contact Hub in Interakt. You can use these contacts to search customers, add tags, create segments, export contacts, and send campaigns. SmartBiz-synced customers are identified using the Source: SmartBiz tag.

10. Send a promotional broadcast to SmartBiz customers

Use Interakt for one-time promotional campaigns — new product launches, discounts, restock announcements, seasonal promotions, special sales.

To create a broadcast: Go to Campaigns → New Campaign → One Time Campaign → create/select your template → select audience (Upload CSV, Enter Manually, Select Segment, Select Tag, Select from List) → schedule → review → Go Live.

FAQs

1. Do I need an Interakt account to use WhatsApp automation?
Yes. You need to create a new Interakt account or link an existing one to connect it with your SmartBiz store.

2. Can I use my existing WhatsApp Business number?
Yes, subject to the applicable Meta and Interakt requirements. You can also register a new number.

3. Can I use a new WhatsApp number?
Yes, one that is not already registered with WhatsApp or the WhatsApp Business App.

4. Can I send promotional messages to SmartBiz customers?
Yes. Create one-time campaigns and target customers using segments, tags, lists, uploaded contacts, or manually entered numbers.

5. Can I automate COD order confirmation?
Yes, via the COD Double Confirmation campaign. The corresponding workflows must also be activated.

6. Are SmartBiz customers automatically synced with Interakt?
Yes, to Interakt's Contact Hub, identified with the SmartBiz source.

7. Can I automate replies to customer queries?
Yes. Interakt provides automated replies and AI-powered capabilities for common customer queries.