Automated Workflow For Forms

Automates a message when customers fill the form, confirming receipt and providing clarity on the next steps or expected response time.

Automation Type	Description	Why should you send a message ?	Example message
Form Submitted	Triggered when a user completes and submits a form.	Confirms the user's action, communicates what will happen next, and builds trust in the process.	“We’ve received your request. Our team will get back to you shortly.”

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Customer Form Submission Acknowledgement Template

This section covers the use case of sending an automated WhatsApp / SMS message when a user submits a form on your website (e.g., contact form, appointment request, callback request), and outlines the steps to set up this workflow.

Use Case: Customer Form Submission Acknowledgement

Customer Form submission Acknowledgement

When a user fills out and submits a form on your Wix website, an automated WhatsApp /SMS message should be sent to:

• Acknowledge receipt of the form

• Confirm the user's action

• Communicate next steps clearly

Steps involved in setting up an Automated Workflow

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

A . 1. 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.

1. Configure Template Details

Fill in the basic template info:

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

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

• Category: Utility (since it confirms a user action)

[ Understand the different categories of WhatsApp templates]

1. 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: Form Received

[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}}, We’ve received your request for* {{2}}* query. Our team will get back to you within 24 hours. Thank you for reaching out to us!

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}} → Resource name

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

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

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.

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

Form submission confirmation

• 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#} , thanks for reaching out! We’ve received your request and will get back to you shortly. For urgent queries, call us at {#var#}

4. Variable Mapping

Map each {#var#} to the actual data fields, like customer name and business phone number

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 Form Submitted from the list.

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

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