FulFilment Created Template

This section covers the use cases of automated messages sent to the customers when a fulfillment is created and the steps involved in setting up such automated workflows.

Use case 1 : Businesses having multiple Shipping partners

A business uses multiple shipping partners (e.g., Delhivery, BlueDart, Shiprocket). When an order is fulfilled, the customer should receive a WhatsApp message containing

• Order number

• Courier partner

• Tracking number

• A button linking to the tracking page based on the courier partner

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp template for the Fulfilment Created event, then jump to this section.

A . Setting up the WhatsApp Template

1

Navigate to WhatsApp Templates

Step 1 : Navigate to WhatsApp Templates

1. Go to Templates > WhatsApp in the Mercuri CX dashboard.

1. Click Create Template.

2. Select the WhatsApp Account that will be used to send out WhatsApp messages.

2

Configure Template Details

Configure Template Details

Fill in the basic template info:

• Template Name: Shipment_Details (Use an easy name to identify later)

• Language: English (or as per your customer base)

• Category: UTILITY (since it’s an informational message)

[ Understand the different categories of WhatsApp templates]

3

Fill Template Components

Step 3 : Template Components

Header (Optional):

Note: Headers can contain only one variable if needed, but in this case, a fixed title is considered.

1. Type: Text

2. Example Text: Mercuri CX

[Click here to explore different media that can be added to the header ]

Body:

1. Add the message content in the Body section of the template.

2. To include dynamic information like order ID or customer name, use the "Add Variable" button located at the right end of the Body field.

Sample message :

Hello {{1}}, Your package with order number: {{2}} has been shipped and will be delivered in 3–6 days via our courier partner.

Courier partner: {{3}} Tracking AWB number: {{4}}

Tap the button below to track your order in real time.

Variables :

Add a variable value to the corresponding placeholders with a sample value

Note : Each {{ }} is a placeholder that gets replaced dynamically during automation:

• {{1}} → Customer name

• {{2}} → Order number

• {{3}} → Courier partner (e.g., Delhivery, BlueDart)

• {{4}} → Tracking AWB number

Note: Assign sample values for each variable before submitting for approval.

4

Add Dynamic Tracking Button

Adding Dynamic Tracking button

Click the Add Button > select Visit Website.

1. Configure details for the Call to Action section as follows:

   • Type of Action: Visit website

   • Button Text: Track now

   • URL Type: Dynamic [Click here to learn more about the types of URLs.]
   • Website URL: https://snte.me/{{1}} (This is a shortened tracking link where {{1}} will be dynamically replaced with the tracking code generated by your shipping partner.)

2. Under Sample URL Setup:

   • Variable value: URL short code

   • Sample text: https://snte.me/DL123456789IN (Example tracking link for template approval)

   • Click on Create template after filling in all the required details.

   [Know more about the different buttons available in templates]

B. Adding the WhatsApp template to the Automated workflow

• Go to the Automation section in the dashboard.

• Click on Create Automation.

• Choose the automation type as Fulfilment Created from the list.

• Select the preferred communication channel as WhatsApp, for delivering the automated message.

• Choose the approved Shipment_details template that we created in earlier steps.