# FulFilment Created Template

## Use case 1 : Businesses having multiple Shipping partners

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FPJrZ9NcQF3RHdEtpi08G%2Fimage.png?alt=media&#x26;token=baaa612d-41bd-4ee9-8466-ff3301dcb57d" alt=""><figcaption></figcaption></figure>

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

{% hint style="info" %}
If you have already set up the WhatsApp / SMS  template for the ***Fulfilment Created*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A .1. Setting up the WhatsApp Template</strong></mark></summary>

**Navigate to WhatsApp Templates**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FLi2ylv9RKcvkUFdG6wed%2FMercuri%20SMS%20and%20Whatsapp%20-%20Shared%20Inbox.gif?alt=media&#x26;token=20d42b7a-e868-4226-b609-5280e40764aa" alt=""><figcaption><p>Step 1  : <strong>Navigate to WhatsApp Templates</strong></p></figcaption></figure>

&#x20;1\. Go to **Templates > WhatsApp** in the Mercuri CX dashboard.

2. Click **Create Template**.
3. Select the **WhatsApp Account** that will be used to send out WhatsApp messages.

**Configure Template Details**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FqXSAgTKsBsAN47rgeg6v%2Fimage.png?alt=media&#x26;token=163eb0a7-f782-4056-b92b-1ee075a64aca" alt=""><figcaption><p>Configure Template Details</p></figcaption></figure>

**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)  &#x20;

\[ [*Understand the different categories of WhatsApp templates*\]](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-1.-template-category)

**Fill Template Components**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FwJ8KdzBFMrnVSz7FjqcJ%2Fimage.png?alt=media&#x26;token=2f3503c5-35ce-4d5a-86a3-17b6d9931b26" alt=""><figcaption><p>Step 3 : Template Components</p></figcaption></figure>

**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`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hello {{1}}, Your package with order number: {{2}} has been shipped and will be delivered in 3–6 days via our courier partner.`&#x20;

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

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

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

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**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2Fd4PEQov7rG5rUXXiCc95%2Fimage.png?alt=media&#x26;token=bd96e106-c026-4d7c-99a3-f97b29b1fce4" alt=""><figcaption><p>Adding Dynamic Tracking button</p></figcaption></figure>

\
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 [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **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.

   [*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-3.-template-buttons)

</details>

<details>

<summary><mark style="color:blue;"><strong>A.2. Setting up the SMS Template</strong></mark></summary>

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2Fs8bnFShLRttc87zvDwgV%2Fimage.png?alt=media&#x26;token=c638721a-0706-4a94-a050-36301d678a38" alt="" width="563"><figcaption></figcaption></figure>

1. Go to the **Templates** section in the left-hand menu of the Mercuri dashboard, and select **SMS**.
2. 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.<br>
* 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**&#x20;

**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.

</details>

### 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.

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/b7a7oW8yE20>" %}

***

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/Im1bKZwd8Rk>" %}


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