Pickup / Delivery Order Created Template

Section covers the use case of sending automated WhatsApp messages to customers when they place order either for pickup/delivery, confirming that the order has been received and is being processed.

• Pickup Order Created: Triggered when a customer places an order for self-pickup from the store.

• Delivery Order Created: Triggered when a customer places an order for home delivery.

Use Case: Pickup Order Confirmed

Pickup order Confirmed Template

When a customer places an order for self-pickup, they should receive a WhatsApp message with:

• Order number

• Confirmation of receipt

• A message stating they'll be notified when the order is ready

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp template for the Pickup 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: pickup_order_created (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 details

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: Pickup Order 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 pickup order* #{{2}}.* We’ll notify you as soon as it’s ready for pickup!

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

Adding a Contact Support button

Add a contact support 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.

[Know more about the different buttons available in templates]

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 Pickup Order Created from the list.

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

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