Automated Workflow For Forms

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

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.

1. Go to the Templates section in the left-hand menu of the Mercuri dashboard, and select SMS.

1. 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:

  Copy

   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.