A customer asks about an order
WhatsApp Business appThe agent searches a sheet or asks a colleague
RabehniThe order and shipment sit next to the chat
WhatsApp for ecommerce on the official API: customer chats next to their orders
When a customer asks where an order is, your agent answers on the spot. The order and shipment are on screen, every chat goes to the right team, and you know when someone is slow to reply.
From the Growth plan: EGP 2,999 a month · 14-day trial after activation · message costs are separate
Press any chat and see what your agent sees
Illustrative example · not client dataInbox · red on top
MonaReturning customerCame from: a reply to an order message
Auto reply sent during working hours
Hello, where is my order?
Hi Mona, your order is with Bosta and out for delivery today.
Write a reply, send a file or a voice note
Current order
#4821With the courier
- Summer dress · Blue · M × 1
- Maadi, Cairo
Total EGP 890
Shipment
Bosta 73920514
- Out with the driver
- Reached the courier warehouse
- Collected from the store
Past orders · 2
- #4102 · Delivered · EGP 640
- #3877 · Delivered · EGP 1,120
AhmedReturning customerCame from: the website
I want to change the size to XL if it has not shipped
Sara claimed the chat · Confirmation team
Write a reply, send a file or a voice note
Current order
#4830Not confirmed yet
- Cotton T-shirt · Black · L × 2
- Smouha, Alexandria
Total EGP 780
Shipment
- Not shipped yet, so it can still change
Past orders · 1
- #4410 · Delivered · EGP 520
New customerFirst time messaging youCame from: an ad
How much is it? Do you deliver to Tanta?
An hour without a reply · the supervisor was alerted
Write a reply, send a file or a voice note
No order on this number
- The chat stays with the moderators until there is an order.
If you still reply from the app
WhatsApp Business on a phone, or the WhatsApp API in Rabehni?
Several agents on one number
WhatsApp Business appNo way to distribute chats between agents
RabehniTeams: confirmation, shipping and moderators
A forgotten chat
WhatsApp Business appNobody knows until the customer complains
RabehniYellow after 15 minutes, red after an hour
An agent claims a chat and stays silent
WhatsApp Business appIt stays with them
RabehniIt returns to the team after 15 working minutes
A customer wants to order in the chat
WhatsApp Business appThe order gets typed somewhere else
RabehniA «+ Order» button with the name and number filled in
An offer for your customers
WhatsApp Business appA broadcast list reaches only people who saved your number
RabehniA campaign on an approved template to recorded opt-ins
Rabehni does not run on QR scanning. Tools that send by scanning a QR code are not the official Meta API and can put your number at risk of a ban.
What is WhatsApp for ecommerce software?
WhatsApp for ecommerce in Rabehni is a shared team inbox on Meta's official WhatsApp Cloud API, tied to your store orders. Beside each chat an agent sees the customer's orders, shipment and status, and can take a new order from the chat. It also covers campaigns to subscribers, rule-based reply flows and auto replies. WhatsApp starts on the Growth plan.
The WhatsApp chat next to the order
The order column inside the inbox appears for staff with permission to view orders, and it looks up the customer number in your own store only.
The order inside the conversation
The order number, status, items with quantity and variant, address and total. An order linked to the chat by WhatsApp confirmation shows first. Otherwise it is the newest on the customer number, however that number was stored.
Past orders and where the chat came from
Up to 5 earlier orders appear under the current one with status and value. A strip above the chat says whether the customer is new or returning and where the chat came from: your site, an ad, a reply to an order message, Instagram or Facebook.
The shipment without leaving the chat
The carrier, the tracking number and the last 6 steps the carrier recorded on the order. This comes from what is stored in Rabehni, not a live lookup, and Bosta shipments get a link to the Bosta tracking page.
Take an order from the chat
The + Order button opens the form with the name and number from the chat, and the address if the customer wrote it clearly or shared a named location. The source locks to WhatsApp, the order waits for review and a call from your confirmation team, and nothing is sent to the customer. The button needs the create-order permission.
A shared WhatsApp inbox for your team
End-of-day table per agentIllustrative example
| Agent | Team | Replied to | Avg first reply | Opened, no reply |
|---|---|---|---|---|
| Sara | Confirmation | 64 chats | 6 min | 0 |
| Mahmoud | Shipping | 41 chats | 11 min | 2 |
| Nourhan | Moderators | 27 chats | 19 min | 5 |
Every chat goes to the right team for its order status
Confirmation if an order is still unconfirmed, shipping if an order is confirmed or with the carrier, and moderators if there is no open order. The department updates with each message and each order status change.
Who works in which department
You place each employee in departments and choose supervisors. Agents see their departments, supervisors see everything, and a manual transfer holds until the order status changes. If no department member or supervisor has Rabehni open, its alerts reach everyone with inbox access.
A timer on every waiting chat
Yellow after 15 minutes and red after an hour, with red chats at the top of the list. A warning appears when 4 hours remain before the 24-hour window closes.
If an agent claims a chat and stays silent, it returns to the team
An agent claims a chat with one button. With no reply within 15 minutes during working hours, it returns to the department, a team-only line records it in the chat and the supervisor gets an alert.
The supervisor screen
Alerts for chats past one hour or about to close, plus an end-of-day table per agent: chats answered, average first reply and chats opened without a reply. During your quiet hours the alerts stop and the timer keeps running.
Replying from the chat
Text, a file, a voice note you record or pick from a saved library, or a Meta-approved template. An inbox manager assigns and closes chats and adds tags, and agents get sound and browser alerts.
WhatsApp campaigns to people who opted in
Campaigns and WhatsApp analytics start on Growth, and sending needs the inbox management permission.
Campaign check before sendingIllustrative example
Your registered customers4,200
Removed: no recorded opt-in− 1,020
The campaign will reach3,180
Wallet cannot cover the audience?The campaign does not start
A campaign on an approved template
You choose a Meta-approved marketing template and an audience, then send now or schedule it. If the wallet cannot cover the whole audience, the campaign does not start. After sending you follow delivery and read counts.
Only recorded opt-ins receive it
The audience is your registered customers or your affiliates, and any number without a recorded opt-in is removed. The form shows the total and the eligible count before you send.
Opt in and opt out by keyword
A customer subscribes or stops offers with a short Arabic phrase, and words such as stop or unsubscribe block marketing to that number. Each change is logged with its evidence, and a subscribers screen lets you review and export them.
Invite past customers to subscribe to offers
An invite sent in waves to numbers with a delivered order in the last 3, 6 or 12 months, once per number, skipping anyone who declined or stopped. It pauses itself if your number quality drops below green or blocks pass 1%. Its template must be approved on your number.
WhatsApp flows and auto replies
Flows and auto replies work on any connected number. Abandoned carts and post-delivery follow-ups are still a pilot on selected accounts.
A rule-based flowIllustrative example
- StartThe word «prices»
- Message with buttons«What would you like to know?»
- Button«Sizes» or «Talk to someone»
- EndHand over to an agent
Replies and steps on conditions you set
A flow starts on a keyword, a new customer's first message, any message, an order status change or by hand. Steps include messages, buttons, questions, conditions, order confirmation, a cancel request and handover to an agent. There are starter templates, checks before publishing and a test run on a number. The confirm-order step runs inside a flow you build, separate from the automatic confirmation pilot.
Auto reply
One reply to the first message of a conversation: one text for working hours and one for after hours, both yours to write. It is on from the start with default text, so edit it or turn it off before you begin.
Abandoned carts (pilot, Shopify only)
When switched on for a pilot account: an approved message and a reminder for carts left in a Shopify store, unless the customer opted out or bought anyway. It adds a call list for your sales team, and personal data of people who never bought is removed after 60 days.
Follow-ups after delivery (pilot)
On pilot accounts: a message asking for feedback after delivery, one asking for the return reason, and one when the courier could not reach the customer. Each has its own switch.
Connecting the WhatsApp API, templates and cost
Connect through Meta's signup
You connect your number through Meta's Embedded Signup with no manual token or webhook, and you choose if the account holds several numbers. A number cannot be connected to two stores, and disconnecting keeps your conversations.
A readiness checklist and number quality
The connection screen flags blockers such as the wallet balance or missing approved templates, and shows the number quality and verified name from Meta.
Meta-approved templates
Templates are approved by Meta on your account, and Rabehni syncs the list every 15 minutes or on demand. Once 24 hours pass since the customer's last message, the system refuses text and files and accepts approved templates only.
WhatsApp cost: Rabehni plan, wallet charges and Meta fees
Each send is charged to your Rabehni wallet: EGP 0.30 once per 24-hour window for free-form messages, EGP 0.40 for a utility template and EGP 0.60 for a marketing template, and sends Meta rejects are refunded. Meta's own cost is separate, in US dollars, and the account owner pays it to Meta.
Cost
What will you pay exactly?
To Rabehni every monthEGP 2,999
Growth plan: 3,000 orders and 10 staff. No activation fee and no contract.
Per send, from your Rabehni walletFrom EGP 0.30
Free-form messages cost EGP 0.30 once per 24-hour window. A utility template costs EGP 0.40 and a marketing template EGP 0.60 per message. Sends Meta rejects are refunded.
To Meta directlyIn USD, at Meta rates
A marketing message in Egypt is about EGP 3.85 with tax as an estimate, and it moves with the dollar and Meta rates. Customer service messages are charged after the first 1,000 a month per number. You pay Meta on your own account, outside the wallet.
Work it out for your store
What will WhatsApp cost you a month?
Enter your monthly estimate. Rabehni charges are fixed in pounds. The Meta estimate moves with the dollar and Meta rates, and it covers marketing messages only.
Growth planEGP 2,999
Rabehni walletEGP 620
Total to RabehniEGP 3,619
To Meta: marketing estimate onlyAbout EGP 770
Is Rabehni right for your team?
A good fit if
- Several agents reply on one number
- Customers ask about their orders and shipments
- You sell cash on delivery and need the order next to the chat
- You want to know who is slow to reply
Not a fit if
- You also need an Instagram and Messenger inbox
- You want replies generated by AI
- You want to message numbers with no opt-in
- You need more than one active number on an account
What happens after you request access?
- 1
Send your store details
And the biggest problem you face.
- 2
We review and open your account
We reply within 48 hours.
- 3
Connect your number
Through Meta's screen. The readiness checklist tells you if anything is blocked.
- 4
Add your team and start
Assign each agent to a team and top up the wallet.
WhatsApp limits today: what is not available or still a pilot?
- WhatsApp only: there is no Messenger, Instagram or Telegram inbox. Instagram and Facebook appear only as the source of a chat.
- There are no generated replies in chat. Auto replies and flows send only the text you wrote.
- A chat does not open a support ticket. Tickets are a separate module and an employee fills in their contact log by hand.
- Automatic confirmation, abandoned carts, post-delivery follow-ups, the subscribe question after confirming and moving WhatsApp cancel requests to a rescue department run on selected pilot accounts only. So does opt-in from the Shopify checkout.
- A flow sends free-form messages only, so it does not reach a customer who has not messaged you in the last 24 hours, even when an order status change started it. Image, audio, video and file steps go out as links, a flow cannot create an order, and time-based triggers do not run.
- One active WhatsApp number per account.
- You cannot write templates inside Rabehni. Marketing templates are created and approved at Meta on your account, and Rabehni lists and sends them.
- A campaign has two audiences only, registered customers and affiliates, with no custom segments. A guest buyer can receive the invite but not a campaign.
Common questions about WhatsApp for ecommerce
Can I see a customer's orders and take an order inside a WhatsApp chat?
Yes, in Rabehni. Beside the chat you see the order with its status, items and address, the carrier and tracking number, and up to 5 earlier orders. The + Order button opens the form with the name and number from the chat, and the order waits for review and a call from your confirmation team.
Can several agents answer from one WhatsApp number?
Yes. The Rabehni inbox is shared on your store number: chats sort into confirmation, shipping and moderator departments based on the customer's orders, and an agent claims a chat with one button. With no reply within 15 minutes during working hours, it returns to the department and the supervisor is alerted.
Does Rabehni use the official WhatsApp API?
Yes. Rabehni runs on Meta's WhatsApp Cloud API, and you connect your number through Meta's Embedded Signup. It does not work by scanning a WhatsApp Web QR code. WhatsApp starts on the Growth plan.
How do I send a WhatsApp campaign to my customers?
In Rabehni you choose a Meta-approved marketing template and an audience of registered customers or affiliates, then send now or schedule it. Only numbers with a recorded opt-in receive it, and anyone who replied stop or unsubscribe is excluded. Campaigns start on Growth.
Does Rabehni have a WhatsApp chatbot?
Rabehni has rule-based flows: a keyword or button leads to a reply you wrote or a handover to an agent. There are no generated replies. A flow sends free-form messages only, so it works within 24 hours of the customer's last message.
How much does the WhatsApp API cost in Rabehni?
There are two separate costs. Rabehni charges your wallet EGP 0.30 once per 24-hour window for free-form messages, EGP 0.40 for a utility template and EGP 0.60 for a marketing template. The account owner pays Meta directly in US dollars: a marketing message in Egypt is estimated at about EGP 3.85 with tax, and it moves with the exchange rate and Meta rates. Meta also charges for customer service messages after the first 1,000 a month per number. If the wallet runs out, sending stops and receiving continues.
Can Rabehni recover abandoned carts on WhatsApp?
In Rabehni this is still a pilot on selected accounts, for Shopify stores only. When switched on, it sends an approved message and a reminder, stops if the customer opted out or bought anyway, and adds a call list for your sales team. Outside the pilot, cart data is not stored at all.
How do auto replies work on WhatsApp?
In Rabehni an auto reply goes out once, on the first message of a conversation: one text for working hours and one for after hours, both yours to write. It is on from the start with default text and is charged to the wallet like any free-form message, so edit it or turn it off before you begin.
What is the difference between the WhatsApp Business app and the WhatsApp API?
You run the app from your phone and its linked devices, with no chat distribution and no link to orders. The WhatsApp API connects the number to software such as Rabehni, so the team replies from one inbox with the order and shipment next to the chat. Sending on it carries charges.
Can my number get banned?
Rabehni runs on the official Meta Cloud API, not QR scanning. That is no guarantee against restrictions, because Meta rates number quality and sending behaviour. So campaigns reach recorded opt-ins only, and invitations to past customers stop on their own if quality drops below green or the block rate passes 1%.
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