This section covers the use case of automated WhatsApp messages sent when a customer cancels their order, and the steps to notify them with a confirmation and refund/update info.
Use case: Customer Cancels the Order
Order canceled Template
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
If you have already set up the WhatsApp template for the Restaurant Order Canceled event, then jump to this section.
A .1. Setting up the WhatsApp Template
Navigate to WhatsApp Templates
Step 1 : Navigate to WhatsApp Templates
1. Go to Templates > WhatsApp in the Mercuri CX dashboard.
Click Create Template.
Select the WhatsApp Account that will be used to send out WhatsApp messages.
Configure Template Details
Step 2 : Configure Template Details
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)