Order Created Template

This section covers the use cases of automated messages sent to the customers when they successfully place the order and the steps involved in setting up such automated workflows.

Use case 1: Businesses having multiple Shipping partners

Order Confirmation Template

Let customers know their order was placed successfully, including order details

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp template for the Order 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

Step 2 : configure template details

Fill in the basic template info:

• Template Name: Order_confirmation (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 : Fill 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: Order Confirmed

[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 :

Hi {{1}}, your order {{2}} has been received! You’ll get a notification once it ships. You can track your order and call us for further queries

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

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

4

Add buttons to view order details and contact support

Step 4 : Adding buttons

[Know more about the different buttons available in templates]

Order details Button:

1. Click the Add Button > select Visit Website.

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

   • Type of Action: Visit website

   • Button Text: Order Details

   • URL Type: Dynamic [Click here to learn more about the types of URLs.]
   • Website URL: https://yourstore/order/{{1}} (where {{1}} will be dynamically replaced with the orderId of the customer.)

3. Under Sample URL Setup:

   • Variable value: Order Id

   • Sample text: https://yourstore/order/1006 _{(Example of tracking link for template approval)}

Contact us Button:

1. Click the Add Button > select Call Phone Number

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

   • Type of Action: Call Phone Number

   • Button Text: Contact Us

   • Select Country Code and enter the Phone number of Customer support.

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

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 Order Created from the list.

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

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