whatsapp commerce.md
WhatsApp Commerce
This page explains the relationship between Hexagon Labs and WhatsApp commerce services mentioned in public legal docs.
Hexagon operates through related entities. Hexagon Labs, Inc. provides the GEO SaaS platform. Hexagon Solucoes LTDA, also referred to as Hexagon IA, operates WhatsApp-based conversational commerce services in Brazil.
Scope
WhatsApp commerce can include:
- product catalog browsing and discovery via WhatsApp
- in-chat checkout where available and approved
- address collection
- shipping selection
- payment through authorized payment service providers
- order tracking
- shipping notifications
- post-purchase support
- merchant dashboard and payout management
Some WhatsApp commerce functionality requires merchant-specific onboarding and provisioning.
Merchant Onboarding
Onboarding may include:
- connecting or creating a WhatsApp Business number
- configuring Meta Business Manager access
- connecting catalogs
- configuring templates
- configuring webhooks
- configuring WhatsApp Flows
- configuring commerce settings
- connecting payment and order handling
- using provider credentials server-side
Do not assume a merchant can go live on WhatsApp without platform approval, provider setup, and policy compliance.
Payments
For Brazil WhatsApp commerce, public legal docs describe payments through authorized payment service providers, including PIX and card processing. Card payment data should be handled through compliant tokenization and vault services, not raw card collection by an agent.
Meta and WhatsApp Policy
Merchants remain responsible for:
- customer opt-in
- opt-out handling
- template compliance
- allowed message categories
- commerce policy compliance
- support and escalation
- regulated product restrictions
Agents should avoid generating flows that bypass Meta, WhatsApp, provider, or legal requirements.