WhatsApp B2B Ordering and Reorders Into Your ERP
B2B ordering on WhatsApp is how many trade customers already order: “same as last week, plus 5 cartons of the 1L”. AeroChat reads their account, past orders and stock in NetSuite, Odoo or Xero, confirms the order line by line, and creates it as a sales order, quotation or draft invoice for your team to approve.
What happens today
Orders arrive as WhatsApp messages, voice notes and lists typed in a hurry. Someone in the office rekeys each one into the system and checks stock with the warehouse.
Mistakes creep in on product codes and pack sizes. Orders sent on Sunday night wait until Monday, and the customer messages again to ask whether it went through.
How it runs on WhatsApp
- The customer sends their order as text or a voice note. AeroChat transcribes voice notes automatically.
- It finds the customer’s account by phone number. If no number comes through, it asks for their company name or account number.
- If they say “same as last time”, it reads their most recent order and lists the lines back.
- It matches each line to your item codes, checks available stock and uses the customer’s own prices.
- It confirms the lines, quantities, total and delivery date against your order cut-off.
- It creates the order in your system for approval: a sales order in NetSuite, a quotation in Odoo, or a draft invoice in Xero.
- It sends the customer the order number. Credit holds, items it can’t match and price questions go to the account manager.
The recipe
Copy this into AeroChat
When a trade customer wants to place an order or reorder, follow these steps.
- Find the customer in NetSuite by phone number. If WhatsApp did not pass a number or there is no match, ask for their company name or account number.
- If they say “same as last time”, read their most recent sales order and list its lines back to them.
- Match each item they ask for to our item records. If an item is unclear, ask, offering the two closest matches with their pack sizes.
- Check available stock for each line at our main warehouse (example). If a line is short, say how many we have and ask whether to send that quantity.
- Confirm the lines, quantities and delivery date. Orders confirmed before 3pm go out the next working day (example).
- Create a sales order in NetSuite with the status Pending Approval, and send the customer the order number.
- If the customer is on credit hold, or asks for a different price, hand the conversation to their account manager.
Use the customer’s own prices from NetSuite. Never change a price. Reply in the customer’s language.
Change the warehouse, the cut-off time and the approval status to your own. On Odoo, create a quotation. On Xero, create a draft invoice.
Connect the systems behind it
- NetSuite. AeroChat reads the customer, their past sales orders, item records and stock, and creates the sales order for approval.
- Odoo. AeroChat looks up the customer and their past orders, and creates the quotation for your team to confirm.
- Xero. AeroChat finds the contact and creates a draft invoice with your item codes and prices.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
Trade orders come in from the customer, so their messages are free. AeroChat’s replies inside the 24-hour customer service window are service messages: free up to 1,000 a month per business phone number, then charged per message. Confirming the whole order in one clear message keeps the number of replies down, which now saves money. If you send a dispatch notice after the window has closed, it goes out as a utility template, charged per message. Rates vary by country and are set in Meta’s rate cards. AeroChat passes Meta’s WhatsApp fees through at cost.
Also on Instagram, Messenger, TikTok and web chat
The same ordering workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email. Email orders get the same item matching and the same order in your system.
Who uses it
- B2B suppliers: distributors and wholesalers taking repeat orders from trade customers by message.
Questions
Can trade customers reorder on WhatsApp?
Yes. AeroChat finds their account, reads their last order, checks stock and creates the new order in your system. “Same as last time” works.
Do orders go straight into my ERP?
They go in as orders waiting for approval: a sales order pending approval in NetSuite, a quotation in Odoo, or a draft invoice in Xero. Your team approves them as usual.
Can customers order by voice note?
Yes. AeroChat transcribes voice notes automatically and treats them like a typed order, confirming each line before it creates anything.
What does WhatsApp charge for order conversations?
The customer’s messages are free. Your replies within 24 hours of their last message are free up to 1,000 a month per business phone number, then charged per message. Messages after that window are approved templates, charged per message.
Take your next trade order straight into your system
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Related: stock and availability questions and invoice copies and balances.