Can My Customers Pay Directly in a Chat Conversation?

Yes. With AeroChat, customers pay inside the conversation on WhatsApp, Instagram, Messenger, Telegram, email and your website chat. AeroChat has Airwallex payments built in. When a customer is ready to buy, AeroChat sends a secure Airwallex payment link in the same chat, the customer pays, and a payment confirmation posts back into that conversation automatically. On your website, the checkout opens inside the chat window itself, so the customer never leaves the conversation. AeroChat never sees card numbers and never holds your funds. Money settles directly into your Airwallex balance.

Related guides

• Automate Payment Links in Chat
• Payment link
• WhatsApp payment reminder templates
• WhatsApp Payment Links That Confirm the Order When Paid

Open an Airwallex Business Account · Start your 7-day AeroChat free trial

How to let customers pay in chat, in three steps

1. Get an Airwallex Business Account. If you already have one, use it. If not, sign up with Airwallex here. There is no new merchant account to set up with AeroChat and no new banking relationship.
2. Connect it to AeroChat. Start your AeroChat free trial, then go to Integrations, then Airwallex Payments, and connect your account. It takes a couple of minutes.
3. Describe when to take payment, in your own words. For example: “When a customer confirms a booking, send a S$20 deposit link and confirm the slot once it is paid” (example). AeroChat builds the workflow and runs it on every channel.

The next time a customer says “I’ll take it”, AeroChat sends the link on the spot and confirms the payment in the same thread.

How can customers pay a merchant directly inside a chat conversation?

The customer agrees to buy, AeroChat creates a secure Airwallex payment link for the exact item and amount, and the customer pays on Airwallex’s checkout. What the customer sees depends on the channel:

• Website chat: the Airwallex checkout appears inside the chat bubble. No new tab. You can switch this to a link that opens a separate page under Integrations if you prefer.
• WhatsApp, Messenger, Instagram, Telegram and email: AeroChat sends a payment link in the conversation, because these channels cannot embed a checkout. The customer taps it, pays, and the confirmation comes back into the same chat.

It works inside any workflow you build in AeroChat, not only a sales chat. Deposits for bookings, a single product, an invoice raised during a support chat or a balance due before delivery all use the same step.

How do I send a payment request customers can approve inside a chat thread?

In AeroChat, the payment request is the Airwallex link AeroChat sends in the thread, with a short line that says what it covers and how much it is. For example: “This secure link is for your S$20 booking deposit for Tuesday 3pm (example). The balance is paid at the appointment.” The customer approves the payment on Airwallex’s page, and AeroChat replies in the same thread once Airwallex confirms it. Your team can send the same link from the inbox when a person is handling the chat.

How do businesses collect payment confirmations through chat?

A customer typing “paid” is not proof, and neither is a click on the link. AeroChat confirms every payment twice: once the moment Airwallex’s webhook reports the payment, and again when the customer lands on the confirmation page. Only then does AeroChat post the confirmation into the conversation and move the workflow on, for example confirming the booking or passing the order for delivery. If Airwallex reports the payment as pending or failed, AeroChat says exactly that and does not mark it as paid.

Is it safe to take payments in a chat?

Yes, as long as card details never go into the chat itself. With AeroChat they never do. The customer enters payment details only on Airwallex’s secure checkout. AeroChat never sees card numbers, never stores them in the transcript and never holds your funds. Never ask a customer to type a card number, security code or one-time password as a chat message on any system. Transcripts are read by support staff and stored for review. More on this in our guide to customer data and chatbot privacy.

When in-chat payment works best

• A customer ready to buy one specific product or service on the spot.
• A deposit or booking fee collected before an appointment is confirmed.
• An invoice or outstanding balance that comes up during a support conversation.
• Payment before delivery is booked. AeroChat can send the Airwallex link and then book the delivery with POS Malaysia in the same chat.

For a large multi-item cart with many variants and shipping options, a full checkout page is still the better experience.

What stays in your control

You set the amounts, the products and the rules for when a link is sent. AeroChat’s engine decides each action from the rules you set, and hands refunds, disputes and anything unusual to your team with the full conversation attached through human handover. Airwallex remains the record of every payment, and the money is in your Airwallex balance from the moment the customer pays.

Which AeroChat plan includes payments in chat?

Payment links are included on the Growth plan and above. See the current plan details. Every plan starts with a 7-day free trial. More on how it works: in-chat payments and our AeroChat x Airwallex announcement.

Start taking payments in your chats

If deposits or single-item sales are where customers drop off today, start there. Open your Airwallex Business Account, then start your 7-day AeroChat free trial and connect it under Integrations. On Shopify? Install AeroChat from the Shopify App Store.