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/ SMS 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 / SMS template for the Fulfilment Created event, then jump to this section.

A .1. Setting up the WhatsApp Template

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.

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]

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.

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]

A.2. Setting up the SMS Template

1. Go to the Templates section in the left-hand menu of the Mercuri dashboard, and select SMS.

1. In the top-right corner, click Create Template to begin.

3. Fill in Template Details

You’ll be directed to the SMS template creation form. Fill in the following:

• Template Name: Enter a short, descriptive title so it’s easy to identify the purpose of the message.

Example

Shipment_details

• Template Text: Craft a clear and concise message (within 160 characters). You can personalize it using dynamic variables.

• Click the Add Variable button in the bottom-right corner of the body section to insert placeholders.

  Example:

  Hi {#var#}, your order #{#var#} has been shipped via {#var#}. Track it here: {#var#}. Thanks for shopping with us!

4. Variable Mapping

Map each {#var#} to the actual data fields, like customer name and order id

5. Preview

View the SMS Preview to see how the final message will appear to customers.

6. Save the Template

Click Create to save your SMS template. It will now be available to use in campaigns, automations, or workflows.

B. Adding the WhatsApp / SMS 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.