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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New Consumer Signup Template

This section covers the use case of sending an automated WhatsApp 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 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 . 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

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]

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: 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.

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 Form Submitted from the list.

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

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