WhatsApp Upsell and Cross-Sell From Your Catalogue
Upselling on WhatsApp works when the suggestion fits what the customer is already buying: the matching belt, the refill, the larger size. AeroChat makes that suggestion inside the conversation from your Shopify or Square catalogue and live stock, using the pairings you set, and adds the item to the order when the customer says yes.
What happens today
In a shop, staff suggest the matching item without thinking about it. In chat, nobody does. The customer asks about one dress, gets an answer, and buys one dress.
When a store does try upselling in chat, it is the same “you may also like” for everyone, or a broadcast to the whole list. Broadcasts are charged per message and annoy people who have just bought.
How it runs on WhatsApp
- The customer asks about a product or decides to buy it.
- AeroChat answers their question first.
- It reads your pairing list and checks the catalogue for the matching item, in stock and in their size.
- It makes one suggestion, with one line on why it goes with their choice and the price, and asks only once.
- If they want it, it sends a Shopify link with both items in the cart, with the bundle code you named if the cart qualifies.
- If they order in the chat, the add-on goes into the same order in your Google Sheets store or Square.
- If they say no, it carries on with their order and suggests nothing else.
The recipe
Copy this into AeroChat
When a customer has chosen a product or is about to check out, follow these steps.
- Answer their question about the product first.
- Check our pairing list in the knowledge base for that product. For example, for any dress suggest the matching belt or a clutch (example).
- Check that the suggested item is in stock in Shopify, in their size if it has sizes.
- Suggest one item, with one line on why it goes with what they chose, and its price. Ask only once.
- If they want it, send a cart link with both items. If the cart is above US$120, include the BUNDLE10 code (example).
- If they say no, carry on with their order and do not suggest anything else.
Never suggest an item that is out of stock. Never offer a discount we have not named. Reply in the customer’s language.
Write your own pairing list in the knowledge base, and change the cart value and code before you paste it.
Connect the systems behind it
- Square. AeroChat reads your item library and stock counts, and adds the add-on to the order in Square.
- Google Sheets. With the built-in Google Sheets store, the add-on goes into the same order row in your Sheet.
- Klaviyo. With the customer’s consent, AeroChat records what they bought and showed interest in, so your post-purchase emails suggest the right add-ons.
- Shopify. Built in, for products, live stock, recommendations and the discount codes you name.
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
A suggestion made inside a conversation the customer started is part of a service reply: free up to 1,000 a month per business phone number, then charged per message. Making the suggestion in the same reply as the answer adds nothing to the message count. A suggestion sent later to customers who have already bought is a marketing template, charged per message with no free allowance, and needs the customer’s opt-in. 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 upsell workflow runs on Instagram, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email. It uses the same pairing list and stock on every channel.
Who uses it
- Fashion stores: matching accessories and outfit pieces suggested while the customer is choosing.
Read more: WhatsApp upsell messages that increase Shopify order value.
Questions
Is upselling allowed on WhatsApp?
Yes, inside a conversation the customer started. Promotional messages you send outside that conversation need the customer’s opt-in and an approved marketing template.
Will AeroChat push customers into buying more?
No. It makes one suggestion from your pairing list, only for items in stock, and asks once. If the customer says no, it carries on with their order.
Can it apply a bundle discount?
Yes, using the Shopify discount code you name and the cart value you set. It never creates a new discount or goes past your limit.
What does an upsell cost on WhatsApp?
A suggestion inside the customer’s own conversation is part of a service reply, free up to 1,000 a month per business phone number, then charged per message. A promotional message sent later is a marketing template, charged per message.
Suggest the right add-on in your next chat
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Related: product recommendations and abandoned cart recovery.