# Automated Workflow For Forms

<table><thead><tr><th width="184">Automation Type </th><th>Description</th><th width="242.199951171875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td>Form Submitted</td><td>Triggered when a user completes and submits a form.</td><td>Confirms the user's action, communicates what will happen next, and builds trust in the process.</td><td><em>“We’ve received your request. Our team will get back to you shortly.”</em></td></tr></tbody></table>

***

### &#x20;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

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F6DQg2QQZ0zpvILhwlASO%2Fimage.png?alt=media&#x26;token=8e47e57b-391c-4117-9ab1-0e32243b2d15" alt=""><figcaption><p>Customer Form submission Acknowledgement</p></figcaption></figure>

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

{% hint style="info" %}
If you have already set up the WhatsApp template for the **Form Submitted** 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>

1. **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.

4. **Configure Template Details**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FzuGO5NQ6V7cjbOSqcPih%2Fimage.png?alt=media&#x26;token=faf5eaa7-3e79-44ec-9711-9c6809a56e2e" alt=""><figcaption></figcaption></figure>

**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*](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-1.-template-category)]

3. **Fill Template Components**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FWFEo2raexNf1zbaQrv6H%2Fimage.png?alt=media&#x26;token=0c835846-1180-4d7f-bb66-358f3b957b8a" alt=""><figcaption><p>Step 3 : Fill 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:**  `Form Received`

\[[*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) ]&#x20;

**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;

`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** :&#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}}` → Resource name

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

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

</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%2FogUDGYdye6k8lQUpGO0m%2Fimage.png?alt=media&#x26;token=4f3e5d54-c0ce-4bc1-82e6-a3e4f5628e83" 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**

```
Form submission confirmation
```

* **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#} , 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**&#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 `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.