> For the complete documentation index, see [llms.txt](https://docs.mercuri.cx/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/restaurant-order-cancelled-template.md).

# Restaurant Order Cancelled Template

## Use case: Customer Cancels the Order

<figure><img src="/files/2eNOTTQVNjWreMs8n5Pz" alt=""><figcaption><p>Order canceled Template</p></figcaption></figure>

When a customer cancels their order via app/website, they should receive a WhatsApp message confirming the cancellation along with:

* Order number
* Refund initiation or next steps (if applicable)
* Contact details for help (optional)

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp template for the ***Restaurant Order Canceled*** event, then jump to this [section](#b.-adding-the-whatsapp-smstemplate-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="/files/SFuB5eiJN1zMtMmrWo02" 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="/files/AA7KjM4vCUBppJ3WM11r" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Restaurant_order_canceled` (Use an easy name to identify later)
* **Language:** `English` (or as per your customer base)
* **Category:** `UTILITY` (since it’s an informational message) &#x20;

\[ [*Understand the different categories of WhatsApp templates*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)]

3. **Fill Template Components**

<figure><img src="/files/ifnEtCEQg2RzDSF5eZwh" 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:**  `Order Canceled`

\[[*Click here to explore different media that can be added to the header*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#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;

`Hello {{1}}, your`` `*`order {{2}}`*` ``has been successfully cancelled as per your request.`

`If payment was made online, your refund will be initiated shortly and will reflect in your account within 5–7 business days.`&#x20;

**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}}` → Order number

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

### 4. Adding a Contact Support button&#x20;

<figure><img src="/files/gJj2wsSk7UT4gEy8HV32" alt=""><figcaption><p>Step 4 : adding a button (optional)</p></figcaption></figure>

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:** `Need Help ?`
   * Select **Country Code** and enter the Phone number of **Customer support.**

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons)

</details>

<details>

<summary><mark style="color:blue;"><strong>A.2 . Setting up the SMS Template</strong></mark></summary>

<figure><img src="/files/l6VKcNouOFfyhRgzZxrQ" 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**

```
Restaurant order cancelled
```

* **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:**

  ```
  We’re sorry {#var#}! Your order {#var#}  has been canceled. 
  For help, reach out to our support team
  ```

**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.

</details>

### B. Adding the WhatsApp / SMStemplate to the Automated workflow

* Go to the **Automation** section in the dashboard.
* Click on **Create Automation**.
* Choose the **automation type** as `Order Canceled` from the list.
* Select the preferred communication channel as **WhatsApp / SMS,** for delivering the automated message.
* Choose the approved `restaurant_order_canceled` template that we created in earlier steps.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-order-events/restaurant-order-cancelled-template.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.