Everything you need to run WhatsApp and Instagram for your Shopify store: setup, inbox, automations, campaigns, the AI assistant and plans.
All WhatsApp and Instagram conversations appear in one list. Open a conversation to reply, send photos and documents, see the customer’s Shopify orders and leave internal notes.
Ticks next to your messages show their state: ✓ Sent, ✓✓ Delivered, ✓✓ Read (light green). A message that could not be delivered says so in red.
WhatsApp allows free-form replies for 24 hours after the customer’s last message. After that the message box closes and you restart the conversation with the Template button.
The Convexa mobile app shows the same inbox. Get your login password under Settings → Mobile access.
Templates are messages Meta approves in advance. You need them for order updates, abandoned-cart reminders, campaigns and any message outside the 24-hour window.
Create one under Templates. The preview on the right shows how the customer will see it. Meta usually reviews within minutes, sometimes up to 24 hours.
Choose “Utility” for order and shipping updates and “Marketing” for promotions. Meta rejects promotional wording in utility templates.
Automations send a template when something happens in your store: order created, paid, fulfilled, partially fulfilled, updated, cancelled, refunded, or a checkout abandoned.
Set a delay in minutes, hours or days. Abandoned-cart reminders go out at least 30 minutes after the checkout was started, only once per automation, and not if the customer ordered in the last hour.
Abandoned-cart reminders need the customer’s phone number in checkout. In Shopify, set Settings → Checkout → Customer contact to require or show the phone field.
Campaigns send one approved template to many customers: pick Shopify customers or import a CSV, choose the template and send now or schedule.
Only message customers who agreed to hear from you on WhatsApp. Many reports or blocks lower your number’s quality rating and Meta may limit how many people you can reach.
Your plan sets how many campaign recipients you can reach each month; campaigns start with the Starter plan.
The AI assistant answers customers using your store’s products, policies and the information you add under AI Chatbot. It hands the conversation to you when it is unsure or the customer asks for a person.
Each AI reply uses 1 to 3 credits depending on the model: Convexa AI 1, Pro AI 2, Ultra AI 3. Every plan includes monthly credits that renew at the start of each month and do not carry over. Extra credits never expire and are used after the monthly credits.
When you reply yourself, the AI pauses in that conversation so you and the AI do not answer at the same time.
Convexa is billed through Shopify, on your Shopify invoice. Starter, Growth and Professional plans start with a 7-day free trial. You can change or cancel your plan any time under Subscription.
Plans are measured in customers answered per month: a customer counts once a month, the first time Convexa sends them a message, however many messages follow. Messages customers send you do not count. Order notifications are never stopped by the limit, and after the limit you keep a 10% extra allowance before new conversations pause.
| Free | Starter | Growth | Professional | Enterprise | |
|---|---|---|---|---|---|
| Price per month | Free | $19 | $49 | $99 | $199 |
| Customers answered per month | 100 | 1,500 | 6,000 | 30,000 | Unlimited |
| AI credits per month | 50 | 300 | 900 | 1,800 | 3,600 |
| Campaign recipients per month | — | 500 | 15,000 | 60,000 | Unlimited |
| Order notifications | Confirmation only | All | All | All | All |
| Abandoned-cart reminders | — | ✓ | ✓ | ✓ | ✓ |
| Templates · quick replies · automations | 3 · 3 · 1 | Unlimited | Unlimited | Unlimited | Unlimited |
| Shopify Flow messages | — | ✓ | ✓ | ✓ | ✓ |
| Connect your own system (ERP, CRM) | — | — | — | ✓ | ✓ |
| Several WhatsApp numbers | — | — | — | ✓ | ✓ |
| Conversation history (with media) | 90 days | Unlimited | Unlimited | Unlimited | Unlimited |
Meta charges for WhatsApp messages separately from your Convexa plan. Messages go through your own WhatsApp Business account and Meta bills the payment method you added in Meta Business Suite.
Convexa adds no markup to Meta’s charges.
Meta charges per delivered template message; the price depends on the category (marketing, utility, authentication) and the customer’s country. Replies within the 24-hour window are free up to Meta’s monthly allowance. See Meta’s current price list for exact rates.
On the Free plan conversations and their photos and files are kept for 90 days; paid plans keep them.
Customer data requests and deletion requests sent by Shopify are handled automatically. To have all your store’s data deleted, write to support@getconvexa.com.
Settings → System lets you delete all conversations and messages stored in Convexa (type DELETE to confirm). This cannot be undone. It only touches Convexa: messages in WhatsApp itself and in your ERP, CRM or other platform stay as they are, and this month’s usage still counts. You can also delete your Convexa account there.
Check Settings → WhatsApp shows “Connected”. If you connected through your system (Bridge), ask your provider to check that messages are forwarded to Convexa.
With a Meta connection they open automatically. Through your system (Bridge), your provider must offer the media endpoint described in the developer guide.
Meta shows the reason under Templates. Common causes: variables at the very start or end, promotional words in a utility template, or a missing sample.
You get a 10% extra allowance. After that, messages to customers you have not answered this month pause until next month; order notifications and replies to customers you already answered keep going. Upgrade under Subscription to continue right away.
Yes. Anyone with access to the Shopify admin can open Convexa, and your team can share the mobile app login.