Pickup / Delivery Order Created Template

The section covers the use case of sending automated messages to customers when they place an 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/ SMS 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 / SMS template for the Pickup Order Created 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

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]

1. 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]

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.

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

Restaurant pickup order created

• 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#}, we’ve received your pickup order {#var#}.
  We’ll notify you when it’s ready for pickup!

4. Variable Mapping

Map each {#var#} to the actual data fields, like customer name and restaurant order ID.

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 Pickup Order Created from the list.

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

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