# Welcome to Mercuri

Overview

### What is Mercuri

Mercuri is a powerful communication platform designed to streamline customer engagement through **SMS and WhatsApp**. It integrates seamlessly with platforms such as [**Wix**](https://www.wix.com/app-market/web-solution/mercuri-ai-with-chatgpt)**,** [**Shopify**](https://apps.shopify.com/mercuri-ai-copilot)**,** [**Microsoft Teams**](https://teams.microsoft.com/l/app/d5ebe090-aa87-4b62-8167-3945cbcca963?source=share-app-dialog)**, and** [**Pipedrive**](https://oauth.pipedrive.com/oauth/authorize?client_id=62896db00e661e59\&redirect_uri=https%3A%2F%2Fapp.mercuri.cx%2Fcommon%2Fpipedrive%2Fauth), enabling businesses to manage customer interactions and marketing campaigns from a centralized interface.

**Key Features of Mercuri:**

* **Multi-Platform Integration:** Connects with leading platforms like [**Wix**](https://www.wix.com/app-market/web-solution/mercuri-ai-with-chatgpt)**,** [**Shopify**](https://apps.shopify.com/mercuri-ai-copilot)**,** [**Microsoft Teams**](https://teams.microsoft.com/l/app/d5ebe090-aa87-4b62-8167-3945cbcca963?source=share-app-dialog)**,** and [**Pipedrive**](https://oauth.pipedrive.com/oauth/authorize?client_id=62896db00e661e59\&redirect_uri=https%3A%2F%2Fapp.mercuri.cx%2Fcommon%2Fpipedrive%2Fauth) to consolidate customer conversations.
* **Campaign Management:** Supports SMS and WhatsApp marketing campaigns with performance tracking.
* **Two-Way Conversations:** Allows real-time customer engagement via both SMS and WhatsApp.
* **AI-Driven Lead Engagement:** Use AI to qualify leads, handle inquiries, and automate follow-ups.
* WhatsApp Catalog and WhatsApp Flows Integration

### Your Guide to Using Mercuri CX

{% embed url="<https://app.supademo.com/demo/cmawg30ct6gebho3r6jvwo7fy>" %}

***

### <mark style="color:blue;">Get Started</mark>

**Not sure where to begin?** [***Click here***](/getting-started-with-mercuri-cx) **to start your setup journey**

***


# Getting Started with Mercuri CX

This guide is your starting point. Whether you're setting up WhatsApp and SMS, creating automation flows, or sending your first campaign, this page will walk you through what to do first and where to find everything.

***

### **Step 1: Connect Your Communication Channels**

Before you begin engaging with customers, you’ll need to connect your WhatsApp and SMS Communication channels.

### A. WhatsApp **Business API Setup**

Let's start with WhatsApp, the most powerful tool for real-time customer engagement.

***To get started, ensure you have:***

* A **verified Facebook Business Manager account**\
  👉[Verify your Business Manager Account](https://business.facebook.com/settings/info/)
* A **phone number** (can be either):
  * A brand-new number
  * An existing number already registered with WhatsApp Business
* A **valid payment method** (credit card), along with your:
  * Company name
  * Billing address
  * GST number (if applicable)

Once you're ready, simply follow the guided steps in Mercuri CX to [complete your WhatsApp setup.](/communication-channels/whatsapp-integration/onboarding-on-whatsapp-business-1)

**Connect Your SMS Provider**

### B. Connect Your SMS Provider

Next, set up your SMS channel to enable broader communication coverage. Click on the link below to understand more about the TFN verification Process \
👉 [Connect your SMS Provider](/communication-channels/sms-integration)

***

### **Step 2: Build Your Messaging Foundation**

Now that your channels are connected, it’s time to build the infrastructure for communication.

**A. Create Message Templates**

To initiate customer conversations, WhatsApp requires the use of pre-approved message templates. Set up templates for use cases like:

* Campaign messages
* Appointment reminders
* Support follow-ups

👉[ Create WhatsApp Templates](/communication-channels/whatsapp-integration/creating-your-first-whatsapp-template)

**B. Add Your Contacts**

Next, bring in your customer data. You can:

* Sync contacts directly from your website
* Upload a CSV file
* Manually add individual contacts

👉 [Upload or Sync Contacts](/features/contacts)

**C. Set Up Automations**

Save time by automating routine communication. You can trigger messages based on user actions such as:

* Appointment confirmations
* Reminders and alerts
* Feedback and review requests

👉 [Set Up Your First Automation](/features/automations)

***

### **Step 3: Start Conversations**

Now it’s time to engage your audience.

Open your **Mercuri Conversation Inbox** to:

* Respond to incoming messages in real time
* Trigger automated replies
* Use smart buttons and quick replies for smoother interactions

👉 [Start Your First Conversation](/features/conversations-inbox/starting-a-new-chat-with-a-customer)

***

### **Step 4: Add Your Team**

Working with a team? Invite your agents to collaborate in one place.

You can assign roles, manage permissions with ease.

👉 [Add Agents & Manage Roles](/features/users-management)

***

### **Step 5: Launch Your First Campaign**

Sending out campaigns allows businesses to retarget and re-engage their customers, boosting retention and loyalty through personalized, targeted messaging.

Use the **Marketing feature** to:

* Draft your message
* Choose your target audience
* Send campaigns across WhatsApp and SMS
* Track campaign performance metrics in real time

👉 [Create and Launch Your First Campaign](/features/marketing)\
👉[ Track Campaign Performance](/features/marketing/track-campaign-performance)

***

#### **You’re All Set**

By this point, you've:

* &#x20;Connected  your communication channels
* Built message templates
* Set up automations
* &#x20;Engaged with your customers
* &#x20;Sent your first campaign

*From here, Mercuri CX supports you in turning every conversation into a meaningful customer relationship.*

***Need help? Our support team is always just a click away.***

***


# Getting Started with Mercuri CX

This guide is your starting point. Whether you're setting up WhatsApp and SMS, creating automation flows, or sending your first campaign, this page will walk you through what to do first and where to find everything.

***

### <mark style="color:blue;">Explore By Features offered:</mark>&#x20;

<table data-view="cards"><thead><tr><th></th><th></th><th></th></tr></thead><tbody><tr><td><p><a href="/pages/O93fx0q19UOF5tD0ZDPI"><mark style="color:blue;"><strong>Conversation</strong></mark></a></p><p><sub>Mercuri’s shared inbox lets you manage all your customer queries from <em><strong>SMS and WhatsApp</strong></em> in one centralized space.</sub></p></td><td><mark style="background-color:blue;"><strong>Features</strong></mark></td><td><ul><li><a href="/pages/XMRTCl9XVeXaiGc056ul"><sub><strong>Interactive Whatsapp Messaging</strong></sub> </a></li><li><a href="/pages/O93fx0q19UOF5tD0ZDPI#id-1.-assign-agents-to-conversations"><sub><strong>Add Agents to Conversation</strong></sub></a></li><li><a href="/pages/O93fx0q19UOF5tD0ZDPI#id-3.-add-contact-info-and-tags"><sub><strong>Add contact details</strong></sub> </a></li></ul><p></p></td></tr><tr><td><p><a href="/pages/jxQQP9gaQEpSQqpfCGiR"><mark style="color:blue;"><strong>Contacts</strong></mark></a></p><p><sub>A central place for businesses to <em><strong>add, manage, and sync</strong></em> their customer contacts across the platform.</sub></p></td><td><mark style="background-color:blue;"><strong>Features</strong></mark></td><td><p></p><ul><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#adding-tags-labels-to-contacts"><sub><strong>Add tags &#x26; details to contacts</strong></sub></a></li><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#bulk-upload-via-csv"><sub><strong>Bulk upload contacts via  CSV</strong></sub> </a></li><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#creating-contact-lists-contact-segments"><sub><strong>Create contact list/ segments</strong></sub></a></li></ul></td></tr><tr><td><p><a href="/pages/sVQfEVuM76T98hARU80T"><mark style="color:blue;"><strong>Marketing</strong></mark> </a></p><p><sub>A dedicated space where businesses can set up <em><strong>marketing campaigns</strong></em> and <em><strong>track their performance</strong></em> in real time.</sub> </p><p><mark style="background-color:blue;"><strong>Features</strong></mark></p><p></p><ul><li><a href="/pages/sVQfEVuM76T98hARU80T#id-4-step-process-to-send-a-campaign"><sub><strong>Set up targeted campaigns</strong></sub>  </a></li><li><a href="/pages/giCAfXkvChfAIAIPWZ4V"><sub><strong>Track campaign performance</strong></sub></a></li></ul></td><td></td><td></td></tr><tr><td><p><a href="/pages/M6XViLX30BKxCIKgTtFz"><mark style="color:blue;"><strong>Flows</strong></mark></a></p><p><sub>With Mercuri CX, businesses can automatically send <em><strong>timely reminders</strong></em> and <em><strong>confirmation updates</strong></em> based on user actions on the website.</sub></p></td><td><mark style="background-color:blue;"><strong>Features</strong></mark></td><td><ul><li><a href="/pages/EUPdCeaI3IoBFhwmBEMi"><sub><mark style="color:$primary;"><strong>SMS / WhatsApp Triggers</strong></mark></sub></a></li></ul></td></tr><tr><td><p><a href="/pages/JWlm5T2gBW0pJNLfDQjt"><strong>Template</strong> </a></p><p><sub>Mercuri allows businesses to create <em><strong>pre-defined message</strong></em> templates with <em><strong>dynamic variables</strong></em> to personalize content for each customer.</sub></p><p><mark style="background-color:blue;"><strong>Features</strong></mark> </p><ul><li><a href="/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header"><sub><strong>Send Multi Media message</strong></sub> </a></li><li><a href="/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons"><sub><strong>Add CTA buttons to messages</strong></sub></a></li></ul></td><td></td><td></td></tr><tr><td><p><a href="/pages/gNxUIolIrTaMwpkpao2U"><strong>User Management</strong></a></p><p><sub>With user management, businesses can grant team members <em><strong>access to the Mercuri dashboard</strong></em> and <em>assign them to conversations.</em></sub> </p><p><mark style="background-color:blue;"><strong>Features</strong></mark> </p><ul><li><a href="/pages/yzsEJxUpLaCWbiuk19Vc"><sub><strong>Add agents to conversation</strong></sub></a></li><li><a href="/pages/gNxUIolIrTaMwpkpao2U"><sub><strong>Set user roles and permissions</strong></sub></a></li></ul></td><td></td><td></td></tr></tbody></table>

***

### <mark style="color:blue;">Basic Setup :</mark>&#x20;

<table data-view="cards"><thead><tr><th></th><th></th><th></th></tr></thead><tbody><tr><td><mark style="color:blue;"><strong>Onboarding Communication  channels</strong></mark></td><td><sub>Set up your <em><strong>preferred communication</strong></em> channel to start connecting with your customers.</sub></td><td><ul><li><a href="/pages/kfgIj6ADhyfc2XjWL0Iz"><sub><strong>WhatsApp Onboarding</strong></sub></a></li><li><a href="/pages/hvkMZlrwcOJTK57nSBpz"><sub><strong>SMS Onboarding</strong> </sub> </a></li></ul></td></tr><tr><td><mark style="color:blue;"><strong>Sync your Customer contacts</strong></mark> </td><td><sub>Start connecting with customers by adding  <em><strong>contacts to Mercuri CX dashboard.</strong></em></sub></td><td><ul><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#bulk-upload-via-csv"><sub><strong>Upload via CSV</strong></sub> </a></li><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#sync-contacts-from-integrations"><sub><strong>Sync contacts from website</strong></sub></a></li><li><a href="/pages/jxQQP9gaQEpSQqpfCGiR#manually-add-contacts"><sub><strong>Enter manually</strong></sub></a></li></ul></td></tr><tr><td></td><td></td><td></td></tr></tbody></table>

***

### <mark style="color:blue;">Start Engaging with Customers With Mercuri CX</mark>

<details>

<summary><a href="/pages/RD6ZCac5Hx7y9juXLo2n"><strong>Send Your First conversation</strong></a></summary>

* Create a conversation flow to welcome visitors or offer support.&#x20;
* Use a template or start from scratch,  send it via WhatsApp or SMS.

</details>

<details>

<summary><a href="/pages/sVQfEVuM76T98hARU80T"><strong>Send Out a Campaign</strong></a></summary>

* Launch a promotional or informational message to a group of customers.
* &#x20;Pick your audience, craft the message, and track how it performs.

</details>

<details>

<summary><a href="/pages/vrRlElRQlHzGObkrgCDy"><strong>Set Up Automations</strong></a></summary>

Save time by automating actions like sending reminders, follow-ups, or confirmations triggered by customer actions on your website.

</details>

<details>

<summary><a href="/pages/O93fx0q19UOF5tD0ZDPI#id-1.-assign-agents-to-conversations"><strong>Answer Customer Queries</strong></a></summary>

View and manage incoming messages in the shared inbox. Assign chats to agents or reply instantly.

</details>

***

|                                                                                                                                                                         |                                                                                                                                                                                                                      |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| <p><strong>Get Started with Video Guides</strong><br>Access short, easy-to-follow youtube tutorials  on setting up campaigns, automations, conversations, and more.</p> | <div><figure><img src="/files/xDFpc98J0M386tZURKiZ" alt=""><figcaption><p><a href="https://www.youtube.com/@mercurisms/playlists"><strong>Discover Our Youtube Channel</strong> </a></p></figcaption></figure></div> |

***

#### <mark style="color:blue;">**You’re All Set**</mark>

By this point, you've:

* Connected  your communication channels
* Built message templates
* Set up Flows
* &#x20;Engaged with your customers
* &#x20;Sent your first campaign

*From here, Mercuri CX supports you in turning every conversation into a meaningful customer relationship.*

*<mark style="color:blue;">**Need help? Our support team is always just a click away.**</mark>*

***


# How Businesses Use Mercuri


# Auto-Send WhatsApp Booking Confirmations

Let us look at the use case of how to Send an Automated Confirmation Message After a Wix Booking

{% embed url="<https://youtu.be/m8gEIARtqXs?si=7NGNA_oB-Ljml9y9>" %}

### **How to Auto-Send WhatsApp Booking Confirmations for Your WIX Site with Mercuri CX**

Streamline your customer communication and save valuable time by automatically sending personalized booking confirmations via WhatsApp.&#x20;

This guide will walk you through setting up an automated workflow using Mercuri CX for your WIX Booking system.

**Why Automate Booking Confirmations?**

* **Improve Customer Experience:** Provide instant reassurance to your customers the moment they book.
* **Reduce No-Shows:** A timely confirmation and reminder keep the appointment top-of-mind.
* **Eliminate Manual Work:** Free up your team from the repetitive task of sending confirmation messages.
* **Look Professional:** Deliver a seamless and professional booking experience from start to finish.

***

#### **Step-by-Step Guide**

We'll set this up in two main parts: first, creating the message template, and second, building the automation that sends it.

<mark style="background-color:blue;">**Part 1: Create Your WhatsApp Booking Confirmation Template**</mark>

This is the message your customer will receive. We need to create it first so WhatsApp can approve it.

**Step 1: Navigate to Templates**

* Log in to your **Mercuri CX dashboard**.
* From the left-hand menu, go to **Templates** and then select **WhatsApp**.

**Step 2: Create a New Template**

* Click the **+ Create Template** button in the top-right corner.

**Step 3: Define Template Basics**

* **Template Name:** Give it a clear, lowercase name (e.g., booking\_confirmed).
* **Category:** Select **UTILITY**. This is crucial for transactional messages like confirmations.
* **Language:** Choose the language for your message.

**Step 4: Craft the Message Body**\
This is where you'll write the confirmation message. We will use **variables** (like {{1}}, {{2}}) as placeholders for customer-specific details that Mercuri CX will automatically fill in.

* In the **Body** text box, enter your message.&#x20;

> Hello {{1}}!
>
> Your booking at {{2}} is confirmed!
>
> **When:** {{3}}\
> **Location:** {{4}}\
> **Service:** {{5}}
>
> If you need to make any changes or have any questions, feel free to contact us. We look forward to seeing you!
>
> Best regards

**Step 5: Map Your Variables**\
Now, let's tell Mercuri CX what data each variable represents.

* For each variable, use the "Select value" dropdown to map it to the correct WIX Booking data:
  * {{1}}: Select **First Name**
  * {{2}}: Select **Business Name** (or Resource Name)
  * {{3}}: Select **Start Date and Time**
  * {{4}}: Select **Location Name**
  * {{5}}: Select **Service Title**

**Step 6: (Optional) Add a Call-to-Action Button**\
You can add a button that links to your website or a booking details page.

* Under the **Buttons** section, click **+ Add a Button**.
* Select the Type of action: **Visit Website**.
* Enter the **Button text** (e.g., "View Details").
* Enter the **Website URL** where the button should lead.

**Step 7: Submit the Template**

* Once you're happy with your message, click **Create Template**.

{% hint style="info" %}
**Important Note:** New templates must be approved by Meta (WhatsApp) before they can be used. This process is usually quick but can sometimes take a few hours.&#x20;

Your automation will only work once the template status is "Approved".
{% endhint %}

***

<mark style="background-color:blue;">**Part 2: Create the Automation Workflow**</mark>

Now that we have our WhatsApp Template ready, let's us now automate this process.

**Step 8: Navigate to Automations**

* From the left-hand menu in your Mercuri CX dashboard, click on **Automations**.

**Step 9: Start a New Automation**

* Click the **+ Create Automation** button.

**Step 10: Select the Automation Trigger**\
This is the event that will start the workflow.

* From the "Select automation type" dropdown menu, choose **bookingConfirmed**.
* Ensure the **Enable** toggle is switched on.
* Click **Create Automation**.

**Step 11: Configure the Automation Channel**

* On the "Edit Automation" screen, you'll see options for channels. Click on **WhatsApp**.

**Step 12: Link Your Template**

* The system will display your available WhatsApp templates.
* Select the ***booking\_confirmed*** template you created in Part 1.

**Step 13: Save and Activate**

* Click the ***Create*** button to save your settings.

####


# How to Connect Your Facebook Catalog to WhatsApp (to Show Live Stock)

If you want your customers on WhatsApp to see the latest stock of your products, you first need to create a Facebook Catalog, upload your products, connect it to your Wix store, and finally link it with WhatsApp.

This way:

* Your product list stays updated automatically.
* Customers can browse what’s really in stock.
* You don’t have to manually change products on WhatsApp every time stock changes.

We’ll do this in 3 simple steps.

***

### Step 1: Create a Facebook Catalog

**Why:** The catalog is like your online product list. It stores details like product names, prices, and stock. Without this, you can’t show products on WhatsApp.

**How to do it:**

1. Go to [**Meta Commerce Manager**](https://www.facebook.com/commerce_manager/get_started/?nav_source=commerce_manager).
2. Click **Get Started**.
3. Choose **Create a Catalog**.
4. Select **Ecommerce** → click **Next**.
5. Pick **Upload Product Info** (so you can upload your products directly).
6. Choose the **Catalog Owner** (the account that will manage this catalog).
7. Give your catalog a **name** (example: “My Store Products”).
8. Click **Create** → then **View Catalog**.

***

### Step 2: Add Your Products to the Catalog

**Why:** Your catalog is empty right now. Adding products tells Meta what items you want to display on WhatsApp.

**How to do it:**

1. Inside **Meta Commerce Manager**, go to **Catalog → Data Sources**.
2. Choose **Data Feed** → click **Next**.

<figure><img src="/files/SIK6fpdReydlg7QjAel3" alt="" width="524"><figcaption></figcaption></figure>

3. When asked, *“Are you ready to upload your spreadsheet?”* → select **Yes** → click **Next**.
4. Under upload options, choose **Use a URL** (this lets your catalog update automatically when products change).

<figure><img src="/files/UKMK9tKqSNE0CtdvUfaf" alt="" width="525"><figcaption></figcaption></figure>

{% hint style="info" %}
📌 **Note:** Don’t close this tab! You’ll need to **copy the URL from Wix** in the next step and paste it here.
{% endhint %}

***

### Step 3: Connect Your Catalog to Wix

**Why:** Wix is where your products live. By connecting Wix to the catalog, your stock and prices will stay in sync without you updating it manually.

**How to do it:**

1. In a new browser tab, open **Wix → Marketing Integrations**.

<figure><img src="/files/2yMrRkaWeEWM5hwbnCoc" alt=""><figcaption></figcaption></figure>

2. Find **Facebook Catalog** → click **Connect**.
3. Click **Get Your Data Feed** → copy the URL shown in the pop-up.
4. Go back to **Meta Commerce Manager** (Step 2 tab).
5. Paste the URL in the *Enter URL* box → click **Next**.
6. Choose how often you want updates (daily/hourly).
7. Add a **name** for this data source → pick a **default currency**.
8. Click **Upload**.

{% hint style="info" %}
Your products are now in a **Facebook Catalog** and synced with **Wix**.\
Next, you’ll connect this catalog to **WhatsApp Business** so your customers can view the latest stock directly while chatting with you.
{% endhint %}

***

### Step 4 : Connect the Catalog to WhatsApp Business

**Why:** This is the final step! Connecting the catalog to WhatsApp lets you actually show your products inside WhatsApp chats. Customers can browse, add to cart, and you can send them product messages directly.

**How to do it:**

1. Go to **Meta Business Suite → Settings** (or open **Business Manager → Business Settings**).
2. Click **All Tools**.
3. Select **WhatsApp Manager**.
4. Choose the **WhatsApp Business account** you want to link.
5. In the left menu, click **Catalog**.
6. Click **Choose a Catalog**.
7. From the dropdown, select the catalog you created earlier.
8. (Optional) Click **View Catalog** to double-check your products.
9. Click **Connect Catalog**.

*Your catalog is now live on WhatsApp Business.*


# WhatsApp Integration

Mercuri enables businesses to manage customer conversations through WhatsApp, integrating directly with platforms such as Wix, Shopify, Microsoft Teams, and Pipedrive.

**Advantages of Using the WhatsApp Business Platform:**

* **Secure Communication:** End-to-end encryption ensures customer privacy.
* **Interactive Messaging:** Use templates, rich media, and interactive buttons to enhance engagement.
* **Scalability:** Manage high message volumes through automation and AI chatbots.
* **Business Profiles:** Establish trust with verified profiles and business information.
* **Two-Way Conversations:** Offer real-time customer support and sales assistance.


# Prerequisites

Prerequisites for Onboarding to WhatsApp Business API with Mercuri

Before integrating WhatsApp Business API with Mercuri, ensure you have the following requirements ready. This will streamline the onboarding process and help you quickly activate your WhatsApp Business account.

* **Facebook Business Manager Account:** Must be verified. [Verify here](https://business.facebook.com/settings)
* **Phone Number:**  A phone number not currently associated with any WhatsApp account is required.&#x20;
  * Supports receiving calls or SMS (for OTP verification).
  * **If the number is already registered with WhatsApp:** You must **delete the existing WhatsApp account**, which will permanently remove access from the phone. Learn how to delete your WhatsApp account by following this guide. Once deleted, the number can only be used with the WhatsApp Business API and will no longer be accessible via the WhatsApp mobile app.
    * [Guide to delete the WhatsApp account](https://faq.whatsapp.com/2138577903196467/?cms_platform=android).&#x20;

<figure><img src="/files/EIeHK7P3B9YEjaYOIXQg" alt=""><figcaption></figcaption></figure>

* **Payment Profile:** Have a **credit card** ready and your **business information** (e.g., **GST Number**) to complete the payment setup.

<figure><img src="/files/QK5oDkPxPGeSN0moQCXu" alt=""><figcaption></figcaption></figure>


# Onboarding on WhatsApp Business

A step-by-step guide to onboard your first WhatsApp number.

**Step 1: Start the WhatsApp Business Onboarding**

1. From the Mercuri dashboard, go to  **Settings** and select **Channels**.
2. Click the **Onboard WhatsApp channel** button to begin the onboarding process.
3. You will be redirected to **Meta's Embedded Signup flow** (powered by Facebook).

***

#### **Step 2: Create or Link Your WhatsApp Business Account**

1. **Login with Facebook:**
   * Sign in using your Facebook credentials. Ensure you log into the account that manages your business on Meta.
2. **Create or Link Your Business Manager:**
   * If you already have a Business Manager account, select it from the list.
   * If you don’t have one, click **Create New Business** and follow the on-screen instructions.

***

#### **Step 3: Verify Your Business**

<figure><img src="/files/Pqe2m6q9TIbDGSTsMuUI" alt=""><figcaption></figcaption></figure>

1. Enter your business details, including:
   * Business Name
   * Business Address
   * Industry Category
2. Follow Meta’s prompts to complete the business verification process.\
   *(Note: Business verification is required to activate WhatsApp Business API.)*

***

#### **Step 4: Choose or Purchase a WhatsApp Number**

<figure><img src="/files/EIeHK7P3B9YEjaYOIXQg" alt=""><figcaption></figcaption></figure>

1. **Select an Existing Number:**
   * Choose a number already associated with your business.
   * Ensure the number is not being used with the WhatsApp mobile app (you may need to migrate it to the Business API).
2. **Purchase a New Number:**

   * If needed, Mercuri can assist in purchasing a new number for WhatsApp Business.

   [*To onboard with the existing WhatsApp business account app and phone number, click here*](/communication-channels/whatsapp-integration/onboarding-with-existing-whatsapp-business-app-account-and-phone-number)

***

#### **Step 5: Configure Messaging**

1. Select a display name for your WhatsApp Business profile (e.g., your business name).
2. Add a profile picture, business description, and working hours to complete your WhatsApp profile.
3. Configure automated messaging templates such as:
   * Order confirmations
   * Appointment reminders
   * Support messages

***

#### **Step 6: Complete Integration with Mercuri**

1. After completing the setup on Meta, you will be redirected back to Mercuri.
2. Link the verified WhatsApp number to your Mercuri account.
3. Test your WhatsApp messaging capabilities via the **Mercuri Conversations** to ensure everything is working correctly.

***

#### **Step 7: Start Messaging**

* Use Mercuri’s conversationinbox to send and receive WhatsApp messages with customers.
* Automate messages based on CRM triggers or use pre-approved templates for campaigns.


# Onboarding on WhatsApp Business

A step-by-step guide to onboard your first WhatsApp number.

### Prerequisites for Onboarding to WhatsApp Business API with Mercuri

Before integrating WhatsApp Business API with Mercuri CX , ensure you have the following requirements ready. This will streamline the onboarding process and help you quickly activate your WhatsApp Business account.

* **Facebook Business Manager Account:** Must be verified. [Verify here](https://business.facebook.com/settings)​
* **Phone Number:** During WhatsApp Business onboarding on Mercuri CX, you’ll need to provide a phone number , this can either be a standalone number or one that’s already associated with a WhatsApp Business account
* **Payment Profile:** Have a **credit card** ready and your **business information** (e.g., **GST Number**) to complete the payment setup.

***

### Onboarding Process

**Step 1: Start the WhatsApp Business Onboarding**

1. From the Mercuri CX dashboard, go to **Settings** and select **Channels**.
2. Click the **Onboard WhatsApp channel** button to begin the onboarding process.
3. You will be redirected to **Meta's Embedded Signup flow** (powered by Facebook).

**Step 2: Create or Link Your WhatsApp Business Account**

1. **Log in with Facebook:**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FLdQxbtgeDcOy7I1ebsYC%2FMercuri%20screen%20shot%20edits.png?alt=media&#x26;token=fd513571-5d25-41c3-be65-b5f63e36db2f" alt=""><figcaption><p>Log in with Facebook</p></figcaption></figure>

* Sign in using your Facebook credentials. Ensure you log into the account that manages your business on Meta.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FxMuqH2OXuWuYe2R1Z18M%2Fconnection%201.png?alt=media&#x26;token=de436e4e-3310-4a44-9aff-d9f2284c42a9" alt="" width="278"><figcaption></figcaption></figure>

1. **Create or Link Your Business Manager:**
   * If you already have a Business Manager account, select it from the list.
   * If you don’t have one, click **Create New Business** and follow the on-screen instructions.

***

**Step 3:Fill in your business information**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FPsBU19FxzBd1lB5EYuTg%2F464108786_525408773457989_4187761113109762850_n.png?alt=media&#x26;token=d1e1c99f-b9a4-4d06-a1a2-88836c4731ce" alt=""><figcaption></figcaption></figure>

1. Enter your business details, including:
   * Business Name
   * Business Address
   * Industry Category
2. Follow Meta’s prompts to complete the business verification process.\
   *(Note: Business verification is required to activate WhatsApp Business API.)*

***

**Step 4: Connect your existing WhatsApp Business App or add a new phone number**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FabCiXVwDDBAUfJwrlFV5%2Fimage.png?alt=media&#x26;token=2679b57f-71a2-41fe-863e-06bec9057fab" alt=""><figcaption></figcaption></figure>

***There are two ways to onboard to the WhatsApp Business API:***

<details>

<summary><strong>A. Connect your Existing WhatsApp Business App</strong></summary>

{% hint style="info" %}
**⚠️ Not Supported in These Countries**

Currently, this flow **won’t work** if your WhatsApp Business number has a country code from:

* **Australia, Japan, Nigeria, Philippines, Russia, South Korea, South Africa, Turkey**
* Any country in the **European Union (EU)**, **European Economic Area (EEA)**, or the **United Kingdom (UK)**
  {% endhint %}

Many businesses already use the **WhatsApp Business App** to communicate with their customers. Now, it's possible to **onboard using the existing WhatsApp Business account and phone number**.

Select **Connect your existing WhatsApp Business App** to proceed.

**What This Flow Lets You Do:**

* Use the **same number** you're already using on the WhatsApp Business App.
* Send messages at scale.
* Still reply 1:1 via your WhatsApp Business App.
* Keep your **chat history synced** across both platforms.

**Steps to follow to onboard with the existing WhatsApp Business App :**

1. Select **Connect your existing WhatsApp Business App.**
2. After selecting the option to use your **existing WhatsApp Business number** and enter the phone number.

<figure><img src="/files/g9Bw3fLT2qpaFcsA6dvg" alt="" width="279"><figcaption></figcaption></figure>

3. After entering the phone number, a **QR code screen** will appear.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FssM4lQQZ6hJziGqwyWKP%2Fimage.png?alt=media&#x26;token=5e111d28-356c-4398-b50a-ac347fb1347b" alt="" width="279"><figcaption></figcaption></figure>

4. At the same time, you'll receive a message on your WhatsApp Business App from Meta.\
   Open that message and tap on the **“Scan QR Code”** button to scan the QR code displayed on the screen.\\

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F49mvHZG3JREM3on2FL6E%2Fimage.png?alt=media&#x26;token=be84a2e7-e9a2-49ee-9c1f-112ff43d0e73" alt="" width="188"><figcaption></figcaption></figure>

5. **Click on “Scan QR Code”** in the message you receive on your WhatsApp Business App.
6. **Connect to the Business Platform**: This will open a page prompting you to scan the QR code shown on your screen to complete the **connection to the business platform.** On that page, once again, click **Scan QR Code** to proceed and establish the link.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F082lIlfjsuX6VuKxNWE5%2Fimage.png?alt=media&#x26;token=4dc6ad5e-14ca-4bca-b57e-366c35eb13da" alt="" width="205"><figcaption></figcaption></figure>

5. After clicking **Scan QR Code**, a pop-up will appear asking whether you want to share your **chat history** with the Business Platform.

   * Tap **Share chats** to allow past messages to be visible on the Business Platform.
   * Tap **Don’t share chats** if you prefer to keep previous messages private.

   ***Note: This choice is final and cannot be changed later.***

   <figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FyfGPWTLZGRhzz2B1FZ8l%2Fimage.png?alt=media&#x26;token=efdd32a5-0f6a-44a5-b46f-4310d078ddf5" alt="" width="199"><figcaption></figcaption></figure>
6. Success Screen: Click **"Add Payment Method"**, then select **"Finish"** to complete the onboarding process.

<figure><img src="/files/7DIjDn18Rsw9uL81KVlv" alt="" width="265"><figcaption></figcaption></figure>

*If you don’t have an existing WhatsApp Business number, you can onboard using a new number by following the steps in section* **B. Start with a new WhatsApp number**

<mark style="color:blue;">**Want to know how to set up Payment Method for WhatsApp Business API,**</mark> [*<mark style="color:blue;">**Click here**</mark>*](/communication-channels/whatsapp-integration/faq#how-to-add-a-payment-method-for-whatsapp-business-api)

</details>

<details>

<summary><strong>B. Start with a new WhatsApp number</strong></summary>

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FOSIIxzWlWZH82uVdzo8q%2Fimage.png?alt=media&#x26;token=586f1a39-59b2-4a56-b1a9-2bc63516f66d" alt="" width="285"><figcaption></figcaption></figure>

This option allows businesses to onboard by **adding a new phone number** instead of using an existing WhatsApp Business App account.

1. Enter the phone number you want to use for the WhatsApp Business API and choose your preferred verification method—either via text message or phone call.
2. Once selected, you must complete the verification to continue with the setup.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2F3zLmim15x9ebpkLHRuWG%2Fimage.png?alt=media&#x26;token=b7b25065-45af-4dc3-b228-3327e1b9645a" alt="" width="269"><figcaption></figcaption></figure>

3. **Permissions Review Screen**: Next, the **Permissions Review Screen will appear.** This screen displays a summary of the permissions your business is about to grant. Click on **Continue**

<figure><img src="/files/g9Bw3fLT2qpaFcsA6dvg" alt="" width="279"><figcaption></figcaption></figure>

4. **Success Screen:** Click **"Add Payment Method"**, then select **"Finish"** to complete the onboarding process.

<figure><img src="/files/DBJ9SQvmmQLQD88z6Rbf" alt="" width="265"><figcaption></figcaption></figure>

<mark style="color:blue;">**Want to know how to set up Payment Method for WhatsApp Business API,**</mark> [*<mark style="color:blue;">**Click here**</mark>*](/communication-channels/whatsapp-integration/faq#how-to-add-a-payment-method-for-whatsapp-business-api)

</details>

***

**Step 5: Configure Messaging**

1. Select a display name for your WhatsApp Business profile (e.g., your business name).
2. Add a profile picture, business description, and working hours to complete your WhatsApp profile.
3. Configure automated messaging templates such as:
   * Order confirmations
   * Appointment reminders
   * Support messages

***

**Step 6: Complete Integration with Mercuri**

1. After completing the setup on Meta, you will be redirected back to Mercuri.
2. Link the verified WhatsApp number to your Mercuri account.
3. Test your WhatsApp messaging capabilities via the **Mercuri Conversations** to ensure everything is working correctly.

***

**Step 7: Start Messaging**

* Use Mercuri’s conversation inbox to send and receive WhatsApp messages with customers.
* Automate messages based on CRM triggers or use pre-approved templates for campaigns.


# How to verify a WhatsApp Business account

#### **Prerequisites for Business Verification**

* Registered legal business name
* Valid business documents (GST, registration certificate, license, or utility bill)
* Active website or online business presence
* Business-owned email address and phone number
* Access to Meta Business Manager with admin permissions

***

#### Steps&#x20;

1. Visit [https://business.facebook.com](https://business.facebook.com/)
2. Log in using the same Facebook account that owns the WhatsApp Business account.
3. From the left-hand menu, go to  **Business Settings > Security Center**.
4. From the **Business Verification** section, click **Start Verification**.&#x20;

***

5. **Enter Business Details:**&#x20;

In this step, Meta collects official information to confirm your business identity. All details must exactly match your legal documents.

* **Legal Business Name**\
  Enter the *registered name* of the business as mentioned on official documents (Certificate of Incorporation, GST certificate, license, etc.).
* **Business Address**\
  Provide the complete registered address, including street, city, state, and PIN code.\
  *This address should match the one shown on your uploaded documents or utility bills.*
* **Website URL**\
  Add an active website that clearly represents your business.
* **Business Phone Number**\
  Enter a valid phone number owned by the business.\
  Meta may use this number for OTP or verification calls, so ensure it is reachable and active.

***

6. **Verify Contact Details :**&#x20;

* In this step, Meta **confirms that the contact details** you provided actually belong to your business.&#x20;
* Select a verification method to confirm your identity. You can receive a code via **email, phone call, SMS, or complete verification through domain ownership**.

***

7. **Upload Verification Documents:**&#x20;

Upload official documents that clearly show your **legal business name** and **registered business address**. These documents help Meta confirm that your business is legitimate.

* Accepted documents include business registration certificates, GST certificates, licenses, or utility bills.
* Ensure the document is clear, valid, and matches the details entered earlier.
* **Accepted formats:** PDF, JPG, PNG

***

8. Next, confirm the email address or phone number you submitted to verify your business.&#x20;
9. Enter the verification code received via email, SMS, or phone call, then click **Next**.
10. After submission, Meta will review the provided details. Verification status will be updated in the **Security Center** once the review is complete.


# WhatsApp Best Practices

*Here are some best practices you can follow to make the most effective use of WhatsApp for your business.*

<details>

<summary><strong>How Can You Create a Strong and Trustworthy WhatsApp Business Profile?</strong></summary>

*Your WhatsApp Business profile is your opportunity to offer reassurance and build a foundation of trust right from the start.*

#### <mark style="color:blue;">1. Complete Your Profile</mark>

It might seem like a small thing, but a fully completed business profile on WhatsApp can ease so much customer frustration.&#x20;

**Fill out every single field WhatsApp Business provides. This includes:**

* **Business Name:** Your official business name.
* **Business Description:** A concise, clear explanation of what your business does.
* **Address**: Your physical location, if applicable. This helps local customers find you.
* **Category:** Select the category that best describes your business (e.g., Retail, Restaurant, Service Provider).
* **Email Address:** An alternative contact method.
* **Website:** Link directly to your business website.

Crucially, don't forget your **business hours**! Setting your operating hours manages customer expectations.

#### <mark style="color:blue;">2. Consistent Branding</mark>&#x20;

* Your WhatsApp Business profile should be an extension of your overall brand identity.
* &#x20;Use your official business logo as your profile picture.
* &#x20;Ensure the language in your description aligns with your brand voice ,whether that's friendly and casual or formal and authoritative.&#x20;
* Consistency across all touchpoints reinforces your brand and makes you instantly recognizable to customers who might have seen your brand elsewhere.

#### <mark style="color:blue;">3. Integrate a WhatsApp Widget on Your Business Website</mark>

* Make it effortless for website visitors to connect with you on WhatsApp.&#x20;
* A simple, clickable WhatsApp chat widget on your website can significantly boost engagement.
* When a customer has a quick question or needs immediate support, clicking that widget can be far more convenient than filling out a contact form or searching for an email address.

***Read more**:*[ *How you can integrate the WhatsApp Widget onto your Business website using Mercuri CX* ](/features/whatsapp-widget)

#### <mark style="color:blue;">4. Shareable Links to Your WhatsApp Business Account</mark>

WhatsApp gives you a **direct chat link** you can use across your marketing channels. It opens a conversation with your business in just one click.

Here’s where you can use it:

* Your **email signature**
* **Instagram or LinkedIn bio**
* **Marketing campaigns or ads**
* Even on **printed flyers** (use a QR code!)

#### <mark style="color:blue;">5. .Try Click-to-WhatsApp (CTWA) Ads</mark>

* If you’re running ads on Facebook or Instagram, you can use a **Click-to-WhatsApp** button instead of sending people to your website.&#x20;
* It opens a chat directly with your team, which can lead to quicker conversions.

</details>

<details>

<summary><strong>How can you  Respect your Customers' Privacy on WhatsApp?</strong></summary>

WhatsApp is a very personal place for people. Because of this, it's super important to respect their privacy and get their permission before sending them messages.

#### <mark style="color:blue;">1. Get Clear Permission for Marketing Messages</mark>

Sending marketing messages on WhatsApp without asking first can feel like someone entering your personal space without an invitation. To avoid this, you must clearly and directly ask for permission before sending any ads or special offers.

This permission should be:

* **Very clear:** No tricky words or hidden meanings.
* **Separate:** Don't hide it within other long documents. Make it easy to find and understand.
* **Specific:** Tell people exactly what kind of messages they'll get (like news about new products or special discounts).

#### <mark style="color:blue;">2. Offer Easy Ways to Stop Messages</mark>

* Even if someone has given you permission, they might change their mind later. It's very important to give them a simple and quick way to stop getting messages from you. This shows you respect their decision.
* Every marketing message you send should have an obvious way for them to say, "No thanks, stop." When someone asks to stop, you must stop sending them marketing messages right away.

#### <mark style="color:blue;">3. Don't Send Too Many or Unwanted Messages</mark>

Sending messages that aren't useful, too often, or that people didn't ask for is often called "spam." This can make your business look unprofessional and bother your customers.

To avoid being seen as "spammy," always ask yourself:

* Is this message really helpful or interesting to this person?
* Am I sending messages too often? You want to stay in touch, but not overwhelm them.
* Is the message about what they agreed to receive

</details>

<details>

<summary><strong>How can you make your WhatsApp Messages More Engaging?</strong></summary>

After setting up your profile and understanding privacy, the next step is to make your conversations truly count.&#x20;

Engaging messaging is about more than just sending information; it's about building real connections, providing value, and making every interaction meaningful for your customer.

#### <mark style="color:blue;">1. Set a Welcoming Message</mark>

* A welcome message is automatically sent when someone starts a chat with you.
* &#x20;It should quickly let them know you received their message, tell them what to expect, and guide them on what to do next.&#x20;
* This helps customers feel acknowledged and informed right away.

#### <mark style="color:blue;">2. Engage with Existing Customers</mark>

* Reach out to existing customers with helpful information, updates, or special offers that are relevant to them.&#x20;
* These are people who know your brand, who have given you permission to contact them, and who are much more likely to respond, engage, and buy from you again.
* &#x20;The goal is to build long-term relationships, not just make quick sales.

#### <mark style="color:blue;">3. Personalize Your Messages</mark>

* People appreciate feeling understood and valued. Sending personalized messages means tailoring your communication to each customer's specific needs, past interactions, or interests.&#x20;
* Using their name and referring to their previous purchases or inquiries shows you pay attention and care about their individual journey. This makes your messages feel more human and less like a general broadcast.

#### <mark style="color:blue;">4. Use Rich Media (Pictures, Videos, Documents)</mark>

* WhatsApp allows you to send more than just text. Using pictures, short videos, or PDF documents can make your messages much clearer and more engaging.&#x20;
* A picture can explain a product better than words, a video can demonstrate a service, and a PDF can share detailed information like a menu or a price list.&#x20;
* Rich media helps convey complex information simply and makes your conversations more dynamic.

#### <mark style="color:blue;">5. Provide Timely Responses (Using AI Chatbots When Possible)</mark>

* &#x20;People expect quick answers. Responding to customer messages in a timely manner is crucial for good service.&#x20;
* If you can't reply immediately, an automated message can let them know when they can expect a response.&#x20;
* For common questions, consider using an AI chatbot. Chatbots can provide instant answers 24/7, freeing up your team for more complex inquiries and ensuring customers always get a quick reply, even outside business hours.

<mark style="color:blue;">**Read here**</mark> <mark style="color:blue;"></mark><mark style="color:blue;">:</mark> [*<mark style="color:blue;">How to set up AI Agents for your business using Mercuri CX</mark>* ](/features/ai-assistants)

#### 6. Keep Messages Concise and Clear

* WhatsApp is ideal for quick, direct communication. Therefore, your messages should be short, to the point, and easy to understand.&#x20;
* Avoid long paragraphs or complicated language.
* &#x20;Clear and concise communication respects their time and prevents misunderstandings.

</details>

<details>

<summary><strong>How Can You Use WhatsApp Business Features Effectively?</strong></summary>

WhatsApp Business offers powerful tools to make your communication more efficient and organized.

#### <mark style="color:blue;">1. Set Up Automated Responses</mark>

* Automated responses manage expectations and provide instant information.
* For example, when an order is placed on your website, an automated message can instantly confirm: `"Thank you for your order! Your order #12345 has been confirmed and will be shipped soon."` This ensures customers feel acknowledged and get basic information fast.

#### <mark style="color:blue;">2. Utilize Chatbots</mark>

* Chatbots handle frequent customer questions automatically. These programs understand and respond to inquiries, guide customers, and provide 24/7 support.
* &#x20;They free up your team for more complex issues, ensuring quick and consistent help for customers.

#### <mark style="color:blue;">3. Use Broadcast Lists for Promotional Content</mark>

* Broadcast lists allow you to send one message to many customers at once.&#x20;
* This is great for sharing updates, announcements, or offers with those who have given marketing permission.&#x20;
* Each person receives it privately, making it efficient and personal.

**Read here:&#x20;**<mark style="color:blue;">**How to create Contact list in Mercuri CX**</mark> &#x20;

#### <mark style="color:blue;">4. Label Conversations for Better Management</mark>

* Labeling chats helps organize your customer conversations.&#x20;
* These tags categorize customers by needs or interaction stage.&#x20;
* Labels make it easy to find specific customer groups, understand their situation quickly, and send them highly relevant messages, improving customer management.

**Read here:&#x20;***<mark style="color:blue;">**How to label a conversation in Mercuri CX ?**</mark>*&#x20;

</details>

<details>

<summary><strong>Why WhatsApp Bans Business Accounts (And How to Avoid It)</strong></summary>

#### <mark style="color:blue;">1. Messaging Without Customer Consent</mark>

Sending WhatsApp messages without a customer’s permission is the #1 reason for account warnings and bans.

**What to do instead:**

* Always get **clear opt-in** from users (e.g., via your website, checkout page, or SMS).
* Mention you’ll contact them on WhatsApp , not just email or phone.

> &#x20;*Tip: A checkbox during checkout that says “Send me updates via WhatsApp” works perfectly.*

***

#### &#x20;<mark style="color:blue;">2. Sending Too Many Messages Too Fast</mark>

Blasting out hundreds of messages at once can look like spam , and trigger WhatsApp’s internal alarms.

**What to do instead:**

* Start with a smaller batch of messages and gradually increase your volume.

***

#### &#x20;<mark style="color:blue;">3. Sharing Promotional Content in Utility Messages</mark>

If you mix offers, discounts, or sales language inside messages meant for order updates or delivery info, Meta may block your message template or mark it as “marketing.”

**What to do instead:**

* Keep utility messages simple and clear (e.g., “Your order #1234 has been shipped.”).
* Create separate templates for marketing promotions and submit them for approval.

***

#### <mark style="color:blue;">4. High Block or Report Rates</mark>

#### When users block your number or mark you as spam, it damages your sender reputation. If it happens often, WhatsApp may restrict your account or messaging tier.

**What to do instead:**

* Only message people who’ve shown interest.
* Avoid being pushy or too frequent.
* Include an easy opt-out line like:\
  *“Reply STOP to stop receiving messages.”*

***

**In Summary**&#x20;

If your messages are:

* Expected (opted-in )
* Helpful (not salesy )
* Respectful of timing and frequency \
  you can prevent your Business account from getting banned by WhatsApp.

> &#x20;**Final Tip**: If you ever see templates getting rejected or delivery rates dropping , pause, review your message strategy, and make sure you're still aligned with WhatsApp’s guidelines.

***

<br>

</details>

<details>

<summary><strong>Why Customers Mark Your WhatsApp Profile as Spam ?</strong></summary>

Even if your WhatsApp Business account strictly follows platform guidelines, your sender reputation can still be impacted if users frequently block or report your messages as spam.

When this happens repeatedly, it can lead to:

* **Messaging Tier Reductions**: WhatsApp may lower your messaging tier, which limits the number of unique users your business can reach each day.
* **Template Rejections**: WhatsApp may stop approving your new message templates due to low-quality interactions.
* **Temporary or Permanent Account Bans**: In more severe cases, your account may be restricted or even banned.

Maintaining a high sender reputation is essential for uninterrupted communication and long-term customer engagement on WhatsApp.

***

#### <mark style="color:blue;">Why Do Customers Block or Report Your Account?</mark>

Customers usually block or report a business when they:

* Didn’t opt in to receive messages.
* Receive irrelevant, overly promotional, or poorly timed messages.
* Get messages too frequently.
* Don’t see an easy way to opt out.

Even one of these factors can lead to a poor experience and trigger spam complaints.

***

#### <mark style="color:blue;">What Can You Do to Prevent This?</mark>

To maintain a healthy sender reputation and prevent getting marked as spam:

1. **Get Clear Opt-In**:\
   Always obtain user consent before sending any messages.
2. **Respect Frequency**:\
   Limit communication to valuable, expected touchpoints. Don’t over-message.
3. **Craft Relevant Messages**:\
   Personalize messages using name, order details, or interests.
4. **Time It Right**:\
   Avoid sending messages during odd hours.
5. **Make Opt-Out Easy**:\
   Clearly mention how users can unsubscribe from messages.
6. **Monitor Campaign Metrics**:\
   Keep an eye on delivery rates, read rates, blocks, and user responses. This helps you adjust tone, timing, or targeting strategy in real time.

> &#x20;**Pro Tip**: If users frequently block your number or report you, it’s a clear sign to revisit your messaging strategy. Aim to be helpful, not disruptive.

</details>

***


# Onboarding with Existing WhatsApp Business App Account & Phone Number

Many businesses already use the **WhatsApp Business App** to communicate with their customers. Now, it's possible to **onboard using the existing WhatsApp Business account and phone number**.

**What This Flow Lets You Do:**

* Use the **same number** you're already using on the WhatsApp Business App.
* Send messages at scale.
* Still reply 1:1 via your WhatsApp Business App.
* Keep your **chat history synced** across both platforms.

### Steps To Onboard

**Step 1: Choose your existing number**

When starting the onboarding process, you'll be asked whether you want to use an existing WhatsApp Business App number or a new one.\
\-  Select the **existing number** option.

**Step 2: Scan the QR code**

After selecting your number, WhatsApp (Meta) will **send a QR code** to your Business App.\
Just scan this code from your WhatsApp Business App and you're verified!

Once this is done, bulk messages can be sent via API and respond personally on the app, with all conversations staying in sync.

***

{% hint style="info" %}

#### ⚠️ Not Supported in These Countries

Currently, this flow **won’t work** if your WhatsApp Business number has a country code from:

* **Australia, Japan, Nigeria, Philippines, Russia, South Korea, South Africa, Turkey**
* Any country in the **European Union (EU)**, **European Economic Area (EEA)**, or the **United Kingdom (UK)**
  {% endhint %}


# Creating Your First WhatsApp Template

WhatsApp message templates are pre-approved message formats required for sending notifications, alerts, and promotions via the WhatsApp Business API.

<figure><img src="/files/Y5HZRovHWe8EGESZWAJw" alt=""><figcaption></figcaption></figure>

### Types of WhatsApp message templates

* **Transactional:** Order updates, appointment confirmations, and shipping alerts.
* **Marketing:** Special offers, discounts, and event announcements.

### &#x20;Template Structure&#x20;

| Section | Required | Description                                                                                                                                                                                                                    | Example                                                             |
| ------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------- |
| Header  | optional | Used for key highlights such as order numbers or promotions.                                                                                                                                                                   | 📦 Your Order #{{1}} has shipped!                                   |
| Body    | required | <p></p><ul><li>The main message with placeholders (e.g., {{1}}, {{2}}).</li><li>Must be clear, concise, and follow WhatsApp's content policies.</li></ul>                                                                      | Hello {{1}}, your order will arrive on {{2}}. Track it here: {{3}}. |
| Footer  | optional | Short closing text, such as a sign-off or disclaimer                                                                                                                                                                           | Thank you for choosing Mercuri!                                     |
| Buttons | optional | <p></p><p>Add interactivity with:</p><ul><li><strong>Quick Reply:</strong> Allows customers to respond with pre-defined options.</li><li><strong>Call-to-Action (CTA):</strong> Opens a URL or dials a phone number.</li></ul> | \[Track Order] \[Contact Support]                                   |

***

### How to create a WhatsApp template in Mercuri

{% embed url="<https://youtu.be/nX16t1ydRWY>" %}

1. Navigate to the [template creation page.](https://client.mercuri.cx/dashboard/template-creation)
2. Alternatively, you can:
   1. Log in to your ***Mercuri dashboard*** at <https://client.mercuri.cx/auth/signin>
   2. Navigate to ***Templates > WhatsApp.***&#x20;
3. Click on ***Create Template.***
4. In the dialog box titled  "***Create WhatsApp Template***", select the required WhatsApp account and click on the ***"Create Template "***  button.
5. Fill in the template details:&#x20;

* **Template Name**: A unique identifier for internal use.
* **Language**: Select the language of the template.
* **Category**: Choose the required category for the template (*Marketing, Utility, Authentication).*
* **Message content :**
  * ***Header(optional)***: Add a title or media.
  * ***Body***: Write your message text. You can use placeholders (variables) if needed.
  * ***Footer(optional)***: Add a short note at the bottom.
  * ***Buttons(optional)***: Add call-to-action buttons like "***Quick Reply***" or "***Call to Action***".

6. A template Preview will appear in the right corner, showing how your message will look.
7. Click "***Create Template***" to submit it for WhatsApp review and approval.&#x20;

***

### Where to track the status of the WhatsApp template?

<figure><img src="/files/cKSjjKaD4on40zWtoh30" alt=""><figcaption></figcaption></figure>

1. Go to ***Templates > WhatsApp*** in the dashboard.
2. You can view the status directly in the listed WhatsApp templates or use the "***All Statuses***" filter on WhatsApp templates section  to refine your search.

**Template Status Types:**

* **Approved**: The template is approved and ready for use.
* **Rejected**: The template was rejected. Edit the template to correct any issues and resubmit it for review.
* **Pending**: The template is under review by WhatsApp and awaiting approval.


# WhatsApp Pricing

When using WhatsApp through Mercuri CX, there are two main cost components:

* [Meta’s standard WhatsApp charges](#metas-standard-whatsapp-charges)
* [Mercuri’s service charges.](#mercuris-service-charges)

### <mark style="color:blue;">Meta’s standard WhatsApp charges</mark>

#### WhatsApp Business API Pricing (Effective July 1st, 2025)

* **Customer-Initiated Conversations Are Free**\
  When a customer initiates a conversation, a **24-hour customer service window** opens. During this window, **businesses can send messages free of charge**, including:
  * Free-form messages
  * Utility messages
  * Messages with CTAs or media
* **Per-Message Billing** \
  WhatsApp will move to a **per-message pricing model**, meaning businesses will be charged **for each message delivered**. This applies to:
  * **Marketing messages**
  * **Utility messages** (**outside** **24-hour Customer Service Window**)
  * **Authentication messages**
* **Pricing Depends on Market & Message Type**\
  Charges will vary based on:
  * The **recipient’s country calling code**
  * The **category of the message** (Marketing, Utility, Authentication)
* **Volume-Based Discounts for Utility & Authentication Messages**\
  WhatsApp is introducing **volume tiers** to reward business growth on the WhatsApp platform.\
  Businesses can unlock **attractive discounts** based on volume tiers on utility and authentication messages by sending them at higher volumes.&#x20;

*(Utility messages sent to the customer in the customer  service window are not considered.)*

### <mark style="color:blue;">Mercuri’s service charges</mark>

**Templated Messages:**\
In addition to Meta’s charges, Mercuri charges ₹0.25 per templated message in India and $0.025 (2.5 cents) per templated message for other countries.

**AI Responses:**\
If your automation or AI Agents generate a custom reply, each AI response is billed at ₹0.25 in India and $0.025 (2.5 cents) for other countries.


# WhatsApp Template Pacing

### What is Template Pacing?

* [**Template Pacing**](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-pacing) is a process where WhatsApp gradually sends template messages in batches rather than delivering them to all users immediately.
* An initial set of messages is sent to a small audience, and based on user feedback (such as engagement, blocks, or reports), WhatsApp either scales delivery or slows it down.

#### Here is the simple 3-step process:

* **Step 1: The Test Run** – You trigger a large blast of messages. WhatsApp sends a small batch immediately but puts the rest on "hold."
* **Step 2: The Listening Phase** – WhatsApp waits for a short period (usually under an hour) to see if customers are clicking "Report" or "Block."
* **Step 3: The Verdict** –
  * **If the feedback is good**, the "held" messages are released and sent to everyone else.
  * **If the feedback is bad,** the template is [paused](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-pausing/), and the remaining messages are deleted (dropped) so you don't get banned.

<details>

<summary><strong>Why does Template Pacing happen, and why are messages delivered in phases instead of all at once?</strong></summary>

Template Pacing is applied when WhatsApp needs to **evaluate the quality and performance of a template before delivering it at scale**. Instead of sending messages to all users immediately, they are delivered in phases to monitor user feedback.

This typically happens when:

* The template is **new or has limited performance history**
* The template was **recently paused and reactivated**
* The template has a **low or uncertain quality rating** (not *High/Green*)

</details>

<details>

<summary><strong>How will I be notified if my template is paused?</strong></summary>

When a template is paused because of Template pacing, WhatsApp notifies the business through several channels to ensure the message is seen quickly:

* **Meta Business Suite Notifications:** You will receive a direct notification within the Business Suite platform.
* **WhatsApp Manager Banner:** A warning banner will appear at the top of your WhatsApp Manager dashboard.
* **Email:** An automated alert is sent to the email address associated with your WhatsApp Business Account.
* **Webhooks:** If you have set up developer webhooks, you will receive a `message_template_status_update` with the event value set to `paused`.

**What happens to the messages?**

Once the template is paused, any messages that were being "**held**" are dropped (deleted). If you are using the Cloud API, these will show a status of `failed` with Error Code 132015.

</details>

<details>

<summary><strong>What happens if my template is paused due to low quality?</strong></summary>

When a WhatsApp template gets a **Low Quality Rating** (shown as *Red* or *Active – Low Quality*), Meta pauses it to protect your number’s reputation.

**1. Pause Duration (Escalation)**

When a template receives **negative user feedback** (such as blocks, reports, or low engagement), Meta assigns it a **Low Quality Rating**.

If this happens, the template is **automatically paused**, and repeated issues lead to stricter actions over time.

**How the escalation works**

**1st Instance — Temporary Pause (3 hours)**

* The template is paused for **3 hours**
* This acts as a **warning stage**
* You can use this time to:
  * Review the message content
  * Check if the audience targeting was correct

👉 After 3 hours, the template becomes active again\
👉 However, the **quality risk still exists** if no changes are made

***

**2nd Instance — Extended Pause (6 hours)**

* If the same template again receives poor feedback, it is paused for **6 hours**
* This indicates a **pattern of negative user response**

At this stage:

* Meta is signaling that the template is **not performing well**
* Continuing to use it without changes is risky

👉 Even after unpausing, sending the same content to the same audience can quickly lead to the next stage

***

**3rd Instance — Permanent Disablement**

* If the template again reaches low quality:
  * It is **permanently disabled**
  * It **cannot be used again**

At this point:

* The template is considered **harmful to user experience**
* You must **create a new template** with improved content

</details>

<details>

<summary><strong>What should I do when my template is paused?</strong></summary>

A paused template indicates negative user feedback (e.g., blocks or reports). Review and improve it before reuse, as sending it unchanged may lead to permanent disablement.

#### Best Practices

**1. Pause ongoing campaigns and automations**

Immediately stop any **campaigns or workflows** that are using the paused template.

**Why this matters:**

* Continued attempts to send the same template can reinforce negative signals
* Even after the template becomes active again, sending it without changes can quickly trigger another pause

**What to do:**

* Pause campaigns manually
* Disable or edit flows that include this template

***

**2. Review the message content**

Carefully evaluate the template content to understand why users may have reacted negatively.

**Common issues:**

* The message feels **too promotional or repetitive**
* Content is **not relevant** to the recipient
* Message is **unexpected** (user did not opt in or recently engage)
* Tone is too aggressive (e.g., heavy discounts, urgency spam)

**What to do:**

* Simplify and clarify the message
* Focus on **value instead of just offers**
* Ensure the message aligns with what the user expects

***

**3. Check audience targeting**

Poor targeting is one of the most common reasons for low-quality ratings.

**Why this matters:**

* Sending messages to uninterested users leads to **blocks and reports**
* Even a good message performs poorly with the wrong audience

**What to check:**

* Are you sending to **recently engaged users**?
* Are you targeting users who showed **interest in this category**?

**What to do:**

* Use segmentation (e.g., Conversation Tags)
* Avoid sending to cold or inactive users

***

**4. Improve the template before reusing it**

Do not reuse the template as-is. Update it to reduce the chances of negative feedback.

**Ways to improve:**

* Make the message more **personal and relevant**
* Reduce overly promotional language
* Add **context** (why the user is receiving this message)
* Keep the message concise and clear

**Example improvement:**

❌ “Flat 50% OFF! Buy now!!!”

✅ “Hi {{name}}, based on your recent interest in sneakers, here’s a limited-time offer you might like.”

***

#### 5. Restart with a smaller and active audience

Once the template becomes active again, avoid sending it to your full audience immediately.

**Why this matters:**

* Template pacing will evaluate early feedback again
* A poor response in the next batch can lead to **faster escalation (6-hour pause or disablement)**

**What to do:**

* Send to a **small, highly relevant segment first**
* Monitor early performance (engagement, complaints)
* Gradually scale only if feedback is positive

</details>

<details>

<summary><strong>Does Meta provide the reason why a template was paused?</strong></summary>

No, Meta does not provide a specific reason for each pause.\
Templates are paused based on **negative user feedback signals**, such as blocks, reports, or low engagement.

You can monitor:

* Template quality rating
* Template status (Active, Paused, Disabled)

</details>

<details>

<summary><strong>Does Template Pacing apply to all templates?</strong></summary>

No, Template Pacing is more likely to apply when:

* A template is **new**
* It has **limited performance history**
* You are sending messages to a **large audience**

Templates with strong performance history may experience less pacing.

</details>

<details>

<summary><strong>What is the difference between Template Pacing and Template Pausing?</strong></summary>

* **Template Pacing:** Messages are sent in batches and evaluated before scaling delivery
* **Template Pausing:** The template is temporarily stopped due to negative feedback and cannot be sent

</details>

<details>

<summary><strong>Does Template Pausing affect my WhatsApp number quality?</strong></summary>

Yes, indirectly.\
Repeated negative feedback on templates can impact your **overall messaging quality and reputation**, which may affect future message delivery.

</details>


# How to Add a Payment Method for WhatsApp Business API

To send business-initiated messages via WhatsApp using Mercuri CX, you must ensure that a valid payment method is added to your **Meta (Facebook) Business Account**.

Follow the steps below to add or update your payment method.

***

#### &#x20;Step 1: Go to Meta Business Settings

1. Visit <https://business.facebook.com>
2. Log in using the same Facebook account that owns the WhatsApp Business account.
3. From the left-hand menu, click on **“Business Settings”**.

***

#### &#x20;Step 2: Select Your WhatsApp Business Account

1. In Business Settings, scroll down and click on **“WhatsApp Accounts”** (under “Accounts”).
2. Select the WhatsApp Business Account you want to set up payments for.

***

#### Step 3: Go to Payment Settings

1. Once your WhatsApp Business Account is selected, go to the **“Settings”** tab at the top.
2. Click on **“Payment Settings”** or scroll to find the **Billing section**.
3. You’ll be redirected to the **Meta Billing Center**.

***

#### Step 4: Add a Payment Method

1. In the Meta Billing Center, click **“Add Payment Method.”**
2. Choose your preferred payment method&#x20;
3. Fill in your payment details and click **Save**.

<figure><img src="/files/GQkZ7peXmI8bLoCaA8ko" alt="" width="304"><figcaption></figcaption></figure>

***

#### Step 5: Confirm and Link to WhatsApp Messaging

Once the payment method is added:

* Meta will automatically link this payment method to your WhatsApp Business Account.
* You can now start sending **business-initiated messages** via  **Mercuri CX**.


# FAQ

<details>

<summary>My WhatsApp number is "pending". What should I do?</summary>

If your WhatsApp number is pending, follow these steps to complete the registration:

1. **Check if you’ve exceeded the registration limit**
   * WhatsApp allows **only 10 registration attempts per phone number within a 72-hour period**.
   * If you’ve made 10 attempts, you will receive error code **133016**, and you will need to wait **72 hours** before trying again.
2. **Ensure you have the correct PIN**
   * When registering your phone number, you must enter the **6-digit PIN** you received via SMS or voice call.
   * If you did not receive a PIN, try requesting it again or check if your number is blocked due to too many attempts.
3. **Contact Mercuri Support**
   * If you continue to face issues, reach out to our support team. We can help you verify the status of your phone number and guide you through the next steps.

</details>

<details>

<summary>What are the updated pricing details for the WhatsApp Business API? </summary>

#### WhatsApp Business API Pricing (Effective July 1st, 2025)

* **Customer-Initiated Conversations Are Free**\
  When a customer initiates a conversation, a **24-hour customer service window** opens. During this window, **businesses can send messages free of charge**, including:
  * Free-form messages
  * Utility messages
  * Messages with CTAs or media
* **Per-Message Billing** \
  WhatsApp will move to a **per-message pricing model**, meaning businesses will be charged **for each message delivered**. This applies to:
  * **Marketing messages**
  * **Utility messages** (**outside** **24-hour Customer Service Window**)
  * **Authentication messages**
* **Pricing Depends on Market & Message Type**\
  Charges will vary based on:
  * The **recipient’s country calling code**
  * The **category of the message** (Marketing, Utility, Authentication)
* **Volume-Based Discounts for Utility & Authentication Messages**\
  WhatsApp is introducing **volume tiers** to reward business growth on the WhatsApp platform.\
  Businesses can unlock **attractive discounts** based on volume tiers on utility and authentication messages by sending them at higher volumes.&#x20;

*(Utility messages sent to the customer in the customer  service window are not considered.)*

</details>

<details>

<summary>How to disconnect WhatsApp Business app from Mercuri CX ?</summary>

<div><figure><img src="/files/69iUBvJZ0Oo1kkBIoPi2" alt=""><figcaption><p>Step -1 </p></figcaption></figure> <figure><img src="/files/5N3Rz3bNFIeH84QfvivT" alt=""><figcaption><p>Step 2 </p></figcaption></figure> <figure><img src="/files/jdWxYzWRaClpPd7rJmA7" alt=""><figcaption><p>Step 3 </p></figcaption></figure> <figure><img src="/files/bVgkCLp1anZXVlcEaTp6" alt=""><figcaption><p>Step 4 </p></figcaption></figure></div>

#### How to Disconnect the WhatsApp Business App from Mercuri CX

If you want to disconnect your WhatsApp Business app from Mercuri CX, follow these simple steps:

***

**Step 1: Go to Business Platform Settings**

1. Open your **WhatsApp Business app**.
2. Tap the **three-dot menu** (⋮) at the top right corner.
3. Navigate to **Settings > Account**.
4. Select **Business Platform** from the list.

***

**Step 2: Select Mercuri CX Integration**

1. Under Business Platform, you’ll see a list of connected platforms.
2. Tap on **Mercuri CX** (or the integration listed under “Meta Account”).

> ℹ️ *Note: You can only be connected to one Business Platform account at a time. Disconnecting Mercuri will stop platform-level services but won’t affect your WhatsApp Business app itself.*

***

**Step 3: Review Disconnection Information**

1. A prompt will appear showing what happens when you disconnect.
2. Read the message carefully—disconnecting will stop the flow of messages between Mercuri CX and WhatsApp.
3. Tap **Next** to continue.

***

**Step 4: Confirm and Disconnect**

1. You will see a final confirmation screen.
2. Tap the **“Disconnect”** button to complete the process.

> *To reconnect Mercuri for messaging and automation, you’ll need to go through the WhatsApp Business API setup again in Mercuri CX.*

</details>

<details>

<summary>How to Add a Payment Method for WhatsApp Business API</summary>

To send business-initiated messages via WhatsApp using Mercuri CX, you must ensure that a valid payment method is added to your **Meta (Facebook) Business Account**.

Follow the steps below to add or update your payment method.

***

#### &#x20;Step 1: Go to Meta Business Settings

1. Visit <https://business.facebook.com>
2. Log in using the same Facebook account that owns the WhatsApp Business account.
3. From the left-hand menu, click on **“Business Settings”**.

***

#### &#x20;Step 2: Select Your WhatsApp Business Account

1. In Business Settings, scroll down and click on **“WhatsApp Accounts”** (under “Accounts”).
2. Select the WhatsApp Business Account you want to set up payments for.

***

#### Step 3: Go to Payment Settings

1. Once your WhatsApp Business Account is selected, go to the **“Settings”** tab at the top.
2. Click on **“Payment Settings”** or scroll to find the **Billing section**.
3. You’ll be redirected to the **Meta Billing Center**.

***

#### Step 4: Add a Payment Method

1. In the Meta Billing Center, click **“Add Payment Method.”**
2. Choose your preferred payment method&#x20;
3. Fill in your payment details and click **Save**.

<figure><img src="/files/GQkZ7peXmI8bLoCaA8ko" alt="" width="304"><figcaption></figcaption></figure>

***

#### Step 5: Confirm and Link to WhatsApp Messaging

Once the payment method is added:

* Meta will automatically link this payment method to your WhatsApp Business Account.
* You can now start sending **business-initiated messages** via  **Mercuri CX**.

</details>

<details>

<summary>Why are my WhatsApp messages failing to send from Mercuri CX ?</summary>

*There are two common reasons your WhatsApp messages may be failing:*

***

<mark style="background-color:blue;">**1. Payment Failure on Meta (WhatsApp) Side**</mark>\
Even if you’ve added a payment method to your Meta (Facebook) Business Manager, messages can fail if recent **transactions have been declined or failed**.

Meta bills you separately for WhatsApp conversation charges.&#x20;

If a payment attempt fails (due to card issues, insufficient credit limit, etc.), WhatsApp will **stop processing business-initiated messages** until the issue is resolved.

**How to check**:

* Go to [Meta Billing Center](https://business.facebook.com/billing)
* Switch to the **“WhatsApp Business Accounts”** tab
* Review recent transactions under your WhatsApp Business Account
* Look for any **failed** status next to the payments

💡 **Fix**: Add a valid card or resolve the failed transaction directly in Meta Billing to resume sending messages.

***

<mark style="background-color:blue;">**2. Insufficient Balance in Mercuri Wallet**</mark>\
Mercuri charges a nominal fee per message for using its tools like Inbox, Campaign Builder, and Automations. If your **Mercuri wallet has insufficient balance**, messages may fail.

&#x20;**How to check**:

<figure><img src="/files/MXOhMwTEXGwoVJqKMpBD" alt="" width="563"><figcaption></figcaption></figure>

* **Access Your Billing Page:**
  1. Navigate to the **Mercuri Dashboard**.
  2. Click on your account in the bottom left corner.
  3. Select ***Billing*** option&#x20;

💡 **Fix**: Top up your Mercuri wallet to continue sending messages smoothly.

</details>

<details>

<summary>How to Prevent Your WhatsApp Business Account from Being Banned </summary>

<mark style="color:blue;">**Common Reasons WhatsApp Bans Business Accounts**</mark>

1. **Violating WhatsApp Business Policies**
   * Promoting or selling illegal, restricted, or adult content
   * Sharing misleading or deceptive messages
2. **Sending Unsolicited Promotional Messages**
   * Messaging users who haven’t explicitly opted in to receive promotional messages .
   * Customers marking your messages as spam leads to quality score drops and potential bans
3. **High Message Volume in Short Time**
   * Sending too many messages in bulk to new users or cold contacts&#x20;
   * Sudden spikes in message activity can trigger platform flags

#### <mark style="color:blue;">Best Practices to Keep Your Account Safe</mark>

1. **Always Follow WhatsApp's Commerce and Business Policies**\
   Review the [official guidelines ](https://business.whatsapp.com/policy)to ensure your content is compliant.
2. **Collect Clear Opt-In Before Messaging**
   * Use a visible checkbox or form to get user consent before sending marketing or notification messages
   * Make opt-in specific to WhatsApp communication
3. **Avoid Broadcasting Without Permission**
   * Don’t send bulk messages to contacts who haven’t explicitly opted in
   * Avoid scraping numbers or using third-party databases
4. **Maintain & Update Your Broadcast / contact  Lists**
   * Regularly clear your Broadcast lists to remove opted-out users
   * If the Broadcast list is not updated regularly , you may end up sending messages to the customers who have opted-out, resulting in customers marking it as spam.
5. **Send Quality, Value-Driven Messages**
   * Avoid repetitive or irrelevant content
   * Focus on personalized, helpful, and time-sensitive updates (e.g., order confirmations, delivery updates)
6. **Respect Frequency and Timing**
   * Avoid spamming users multiple times a day
   * Send messages during business hours unless it's a time-sensitive notification

</details>


# SMS Integration

Mercuri enables businesses to manage customer engagement through SMS, seamlessly integrating with platforms like Wix, Shopify, Microsoft Teams, and Pipedrive.

#### Importance of SMS in Business Communication <a href="#importance-of-sms-in-business-communication" id="importance-of-sms-in-business-communication"></a>

* **High Open Rates:** SMS achieves open rates over 98%, making it one of the most effective outreach methods.
* **Instant Delivery:** Real-time communication for time-sensitive alerts.
* **Direct Engagement:** Provides a personal and direct customer experience.

#### What SMS options does Mercuri CX provide? <a href="#what-sms-options-does-mercuri-cx-provide" id="what-sms-options-does-mercuri-cx-provide"></a>

* **Toll-Free Numbers (TFN):** A TFN is a phone number with a toll-free area code that allows customers to reach businesses without being charged. It is ideal for customer service and marketing campaigns.
  * **Advantages:**
    * Recognizable and trusted national format.
    * Supports two-way messaging.
    * Reduced carrier filtering for higher delivery rates.
* **10DLC (10-Digit Long Code):** A 10DLC is a standard 10-digit number registered for business use in the U.S., suitable for local customer engagement.
  * **Advantages:**
    * Affordable and suitable for large-scale SMS campaigns.
    * Allows higher messaging volumes compared to traditional long codes.
    * Complies with A2P (Application-to-Person) messaging standards, reducing blocking by carriers.
  * **Compliance Requirement:** All 10DLC numbers must be registered with carriers to avoid message filtering and ensure delivery.


# SMS Policies

Policies regarding consent requirements, double opt-in, opt-outs and contents we do not allow.

* At Mercuri CX, our mission is to facilitate seamless communication between businesses and their customers.&#x20;
* We believe in the power of conversation to enhance customer experiences. As part of our commitment to this mission, all communications sent through Mercuri CX must be done with the recipient's consent.&#x20;
* We are dedicated to ensuring that messages delivered via our platform reach individuals who are genuinely interested in receiving them.
* Our Acceptable Use Policy outlines the types of content that are permissible through Mercuri CX. This Messaging Policy is designed to assist our customers in sending compliant messages.

<figure><img src="/files/MhJe71NfkJNPSNfc7Aqu" alt=""><figcaption><p>Consent example for SMS optin.</p></figcaption></figure>

### Opt-in Consent Requirements

* Before sending any communication through Mercuri CX, you must have explicit consent from the recipient, a process known as "opting in." The nature of the communications they have agreed to receive should be made clear to them.
* This consent is specific to the types of messages agreed upon and does not permit the sending of different types of messages or messages on behalf of another entity.
* Consent cannot be transferred or inherited from another entity. Direct consent from the recipient is required.
* If you receive an inbound message from a contact who has not opted in, you may respond within the context of their message. For any communication beyond that, further consent must be obtained.
  * **Opt-in example for the checkbox:**

    > *"By submitting this form, you agree to receive SMS messages from \[Your Business Name] regarding \[purpose, e.g., cruise deals & promotions]. You will receive up to \[X] messages per month. Message & data rates may apply. Reply STOP to unsubscribe. Consent is not required for purchase. See our Privacy Policy and Terms of Service for details."*

**Double Opt-In Consent**

For use cases often associated with unsolicited messages, such as affiliate marketing, lead generation, financial services, tax preparation, and job alerts, Mercuri CX requires a double opt-in:

1. Initially, the recipient must agree to receive texts from you.
2. Your first message must identify your organization and ask the recipient to confirm their consent, for example: "This is \[Your Company]. You've opted in to receive updates from us. Reply YES to confirm or STOP to unsubscribe."

Only after receiving a "YES" can you proceed with sending further communications.

### **Recipient Opt-Out Requirements**

To align with updates to our Messaging Policy and carrier guidelines, all outbound messages (excluding direct responses) will include:

1. Sender ID (your organization's name) for identification.
2. Opt-out instructions, e.g., "Reply STOP to opt out."

Recipients can opt back in by sending "START" to your Mercuri CX number.

***

### Content Restrictions

To maintain the integrity of our service, Mercuri CX prohibits the transmission of certain content, including:

* Illegal activities in the recipient's jurisdiction.
* Fraudulent messages.
* Malicious content like malware or viruses.
* Hate speech or harassment.

A detailed list of prohibited content is available in our Acceptable Use Policy.

***

### Policy Enforcement

Mercuri CX and our partners monitor for non-compliant messages. Detected violations may lead to message blocking or suspension of the sender's number.&#x20;

While we aim to guide our customers towards compliance, intentional breaches of these policies may result in termination of access to Mercuri CX.

***


# Getting started with TFN

Guide to the Toll-Free Number (TFN) Verification Process for Mercuri CX

### Introduction

At Mercuri CX, we understand the importance of reliable and compliant communication between businesses and their customers.&#x20;

To ensure the integrity and trustworthiness of SMS communications, obtaining a verified Toll-Free Number (TFN) is a critical step for businesses using our platform.&#x20;

This guide outlines the TFN verification process within Mercuri CX, helping you navigate the requirements and steps needed to get your number verified and ready for use.

***

### Why Verify Your TFN?

Verifying your TFN is essential for several reasons:

* **Compliance:** Meets industry standards and regulations for sending SMS messages.
* **Trust:** Builds trust with your recipients by using a number that’s recognized as legitimate.
* **Delivery Rates:** Improves message delivery rates and minimizes the risk of being filtered or blocked.
* **Brand Identity:** Maintains your brand identity with a consistent number for all communications.

***

### Preparing for Verification

Before starting the verification process, ensure you have the following information ready:

* **Business Documentation:** Official documents that verify the legal existence of your business.
* **Use Case Description:** A clear description of how you intend to use the TFN for SMS communication.
* **Message Templates:** Examples of the message types you plan to send, including promotional and transactional messages.

<figure><img src="/files/cQf05sF7TrID8WNy1m7T" alt=""><figcaption><p>SMS information to be submitted for compliance.</p></figcaption></figure>

### The Verification Process

#### Step 1: Application Submission

Submit your application for a TFN through the Mercuri CX [dashboard](https://client.mercuri.cx/onboarding/sms). You'll need to provide detailed information about your business and your intended use of the number.

[Click here to understand how to submit an application for TFN ](/communication-channels/sms-integration/tfn-verification-process)

#### Step 2: Documentation Review

Our team will review your submitted documents to ensure they meet our verification criteria. This step typically takes 3-5 business days.

#### Step 3: Use Case Evaluation

We'll evaluate your intended use case and message templates to ensure they comply with our messaging policies and industry regulations.

#### Step 4: TFN Activation

Once your TFN is verified, we'll activate it on your account. You'll receive a confirmation email with details on how to start using your TFN for SMS campaigns.

***

### Post-Verification Best Practices

After your TFN is verified and active, follow these best practices to maintain compliance and effectiveness in your SMS campaigns:

* **Consistent Use:** Use your TFN consistently across all communications to strengthen your brand identity.
* **Monitor Engagement:** Keep an eye on message delivery rates, responses, and opt-out rates to gauge the effectiveness of your communication.
* **Stay Compliant:** Regularly review and update your message content to ensure ongoing compliance with industry regulations.

***

### Need Help?

If you have any questions or need assistance during the TFN verification process, our support team is here to help.&#x20;

Contact us at **<karthik@mercuri.cx>** for guidance and support.


# TFN verification process

Toll-Free Number (TFN) verification is essential for compliance with carrier regulations, reducing message filtering, and improving delivery rates.

### Documents for TFN verification:

<figure><img src="/files/wl5MGrdR62KKyQn5SDsP" alt=""><figcaption></figcaption></figure>

***

**Business Information:**

* Legal Business Name (matching official records)
* Business Address (official registered location)
* Business Website URL
* Industry Category (e.g., Retail, Healthcare, Finance)

**Authorized Contact Information:**

* Contact Name (person authorized to submit the request)
* Contact Email and Phone Number

<figure><img src="/files/mjaN2nGW9EENiScqeWFR" alt=""><figcaption></figcaption></figure>

**Messaging Use Case:**

***

* A detailed description of the messaging purpose (e.g., customer support, appointment reminders, promotional campaigns)
* Estimated Monthly Message Volume

**Opt-In Process Details:**

* Description of how users consent to receive SMS (e.g., web forms, in-store sign-ups, or SMS keywords)
* Screenshots of the opt-in page or sample opt-in keywords

**Messaging Content Samples:**

* At least two sample messages representing typical use cases (e.g., order confirmation, promotional offers)

<figure><img src="/files/6AubC0yeSJuKqdxBYkhJ" alt=""><figcaption></figcaption></figure>

***

####


# Post-TFN Submission:Finalize Your SMS Number Setup

After submitting the TFN form, follow the steps below to complete and activate your SMS number setup.

#### 1. Setting Up the SMS Opt-in Form

Having an SMS opt-in form is crucial for collecting customer consent before sending any messages. This ensures compliance with SMS regulations and builds trust with your customers.

*For detailed instructions,* [*click here.*](/features/sms-opt-in-form/how-to-add-an-sms-opt-in-form-to-your-wix-business-website)

**2. Updating Your Privacy Policy**

If you already have a Privacy Policy page, please add the following section:\
*SMS and Phone Number Privacy*\
`If you provide your phone number, it will be used strictly for order updates, customer service, or other service-related communication.`\
`We do not sell, share, rent, or disclose your phone number to third parties for marketing purposes. You can opt out of receiving texts at any time by replying STOP.`\
\
**3. Adding SMS to Terms & Conditions**

Make sure your Terms & Conditions page contains a Communications (SMS) section with the following text:\
***`Communications (SMS)`***\
`By providing your contact details, you consent to receive messages about your bookings, classes, promotions, and updates through email or SMS. Message and data rates may apply.`\
`You can opt out of marketing communications anytime by following the provided unsubscribe links or replying STOP (for SMS).`


# Issues with TFN verification

### Why Would My Shop Be Denied from Verification?

Your shop might be denied from TFN verification for a few common reasons:

1. **Incomplete or Inaccurate Documentation:** Failure to provide all required documentation or submitting documents that are inaccurate or outdated.
2. **Non-Compliant Use Case:** If the intended use of the TFN does not comply with industry regulations or the messaging platform’s policies. This includes prohibited content or practices.
3. **Legal or Regulatory Issues:** Any ongoing legal issues or regulatory non-compliance related to your business that raises concerns.
4. **Reputation and History:** A history of sending spam or receiving a high volume of complaints from recipients could also lead to denial.
5. **Security Concerns:** If there are any doubts about the security of your messaging practices or potential for fraudulent activity.

***

### What Should I Expect If My TFN Verification Is Denied?

If your TFN verification is denied:

* **Notification:** You will receive a notification explaining the reason for the denial, usually through email or directly within the Mercuri CX dashboard.
* **Opportunity to Rectify:** Often, platforms will allow you to address the issues that led to the denial. This might involve submitting additional documentation, clarifying your use case, or making specific changes to your messaging practices.
* **Re-Submission:** Once you’ve made the necessary changes, you can typically re-submit your application for verification.
* **Guidance:** Look for guidance or assistance from the platform’s support team to understand the specific reasons for the denial and what steps you can take to meet the verification criteria.

***

### Can I Send on an Unverified TFN?

* **Limited Functionality:** Sending messages on an unverified TFN is restricted or not allowed. Platforms enforce verification to ensure compliance with regulatory standards and to maintain the quality of the messaging service.
* **Compliance Risks:** Attempting to send messages without verification may put you at risk of non-compliance with industry regulations, which can lead to fines, penalties, or being blocked from using the messaging service in the future.
* **Recommendation:** It’s highly recommended to complete the verification process before sending messages to ensure compliance, maintain your reputation, and achieve the best deliverability and engagement rates.

In conclusion, ensuring your TFN verification process is successful is crucial for compliant and effective SMS messaging.

&#x20;If denied, understand the reasons, make the necessary adjustments, and seek support from the platform to guide you through the re-verification process.


# Best Practices for Toll-Free Verification (TFV) Approval

A clear guide to help you get approved faster and without rejections

Toll-Free Verification (TFV) is a necessary process that ensures your SMS and voice messages through a toll-free number comply with telecom regulations. To get approved smoothly, you must submit accurate and transparent information across three main areas:

1. [Business Details](#id-1.-business-details)
2. [Business Use Case](#id-2.-describe-the-business-use-case-clearly)
3. [Opt-In Method](#id-3.-provide-a-clear-opt-in-method)

***

### <mark style="color:blue;">1. Business Details</mark>

Incomplete, incorrect, or unverifiable details are among the most common reasons TFV requests are rejected.

#### What to do :

1. **Use your full legal business name.**&#x20;

If you operate under a different name publicly, include both your Legal name and Doing Business As (DBA).

> **Example:**
>
> Legal Name: BrightTech Solutions Pvt. Ltd.
>
> Doing Business As (DBA): BrightTech CRM
>
> In this case, you should submit: Legal Name field: BrightTech CRM (DBA) / BrightTech Solutions Pvt. Ltd. If there’s no space, add this in the “Additional Information” field.

2. **Ensure alignment between your name, website, and email domain.**

* If your business name is Green Organics, your email should be something like <info@greenorganics.com>, and your website should be [www.greenorganics.com](http://www.greenorganics.com).
* Avoid using personal or free email providers (like Gmail, Yahoo, Outlook). Use only official company emails (e.g., <support@companyname.com>).

3. **Make sure your online presence is verifiable.**

If your website is under development or down, provide links to your company’s LinkedIn, Instagram, or Google Business pages.

***

### <mark style="color:blue;">2. Describe the Business Use Case Clearly</mark>

Your use case explains why and how you plan to use the toll-free number. The more complete and specific it is, the better your chances of approval.

#### What to do :&#x20;

1. Provide detailed descriptions of the communication you’ll send, what kind of messages, to whom, and why.
2. Avoid vague descriptions like “marketing” or “customer outreach.”
3. Mention whether your messages are transactional (e.g., order confirmations) or promotional (e.g., discounts).

> **Examples:**
>
> ❌ **Poor Use Case Description:**
>
> > “We send messages to customers.”
>
> ✅ **Good Use Case Description:**
>
> > “We will use the toll-free number to send booking confirmations, payment receipts, and service reminders to our customers after they purchase a service on our website. We will also send occasional promotional discounts to opted-in users who subscribed via our online sign-up form.”

{% hint style="info" %}
**Always answer:**

* *What kind of messages will be sent?*
* *Who will receive them?*
* *How did they opt in to receive them?*
  {% endhint %}

***

### <mark style="color:blue;">3. Provide a Clear Opt-In Method</mark>

When applying for toll-free verification (TFV), one of the most critical components is how you collect customer consent (opt-in) for sending messages. Improper or unclear opt-in practices are one of the most common reasons for TFV rejection.

1. **Opt-in must be explicit, separate, and clearly branded**

Customers must actively permit receiving SMS or WhatsApp messages. This permission must be:

* **Explicit:** Clearly stated, no hidden language or assumptions.
* **Separate:** Collected via a standalone checkbox or opt-in field, not bundled into other agreements like privacy policy or terms of service.
* **Branded:** Your business name must be mentioned, or your logo should be visible, so the customer knows who they are opting in to hear from.

> ✅ **Good Example:**
>
> > “✅ I agree to receive updates and offers from Green Organics via WhatsApp and SMS.” (Customer checks the box themselves.)
>
> ❌ **Bad Example:**
>
> > “By signing up, you agree to receive communications.” (Too vague and not branded.)

2. **You cannot combine opt-in with other agreements**

* Don't hide the opt-in inside legal documents or auto-check it under your terms of service.
* &#x20;Keep your messaging opt-in separate from Terms & Conditions, Privacy Policies and Checkout consents

> ✅ **Good Example:**
>
> > ✅ “I want to receive appointment reminders from Wellness Clinic on WhatsApp.”
>
> ❌ **Bad Example:**
>
> > “By accepting our privacy policy, you also agree to receive marketing messages.”&#x20;
> >
> > (This is not allowed—it’s bundled and unclear.)

&#x20;**3. You cannot bundle utility and marketing opt-ins together**

* Utility messages (e.g., order updates, appointment confirmations) are necessary communications. Marketing messages (e.g., promotions, offers) are optional and must have separate consent.
* You must offer customers the choice to receive each type of message. This ensures customers only receive what they agreed to, improving trust and reducing spam complaints.

> ✅ **Good Practice:**
>
> > “✅ I want to receive order updates via WhatsApp.”
> >
> > &#x20;“✅ I would like to receive promotional offers and coupons.”
>
> ❌ **Bad Practice:**
>
> > “✅ I agree to receive messages from XYZ Store.”&#x20;
> >
> > (Unclear whether it includes both utility and marketing)

**4. You cannot reuse or resell opt-ins across businesses**

* Opt-ins are exclusive to one business and cannot be shared, even between brands owned by the same parent company.
* For example, if a customer opted in to GlowNaturals (skincare), you cannot send them updates or promotions from Green Organics (organic groceries),even if both brands are under your umbrella.
* Also: Never purchase, rent, or use third-party opt-in lists.

> ✅ **Good Practice:** Collect opt-ins separately for each brand on their respective websites.
>
> ❌ **Bad Practice:** Using a list from another brand or assuming cross-brand consent.

***


# SMS Length

When you send an SMS, the number of characters in your message affects how many messages are actually sent.

### 1. How Many Characters Can You Send in One SMS?

* **Standard Messages (GSM-7 Encoding):** Up to **160 characters** per message.
* **Messages with Special Characters like emoji and Chinese characters (UCS-2 Encoding):** Up to **70 characters** per message.

### 2. What Happens If Your Message is Longer?

If your message is longer than the limit:

* **Standard SMS (GSM-7):** Messages are split into **chunks of 153 characters** each and sent separately.
* **Messages with Special Characters (UCS-2):** Messages are split into **chunks of 67 characters** each.

For example:

* A **161-character message** will be split into **two messages** (153 + 8 characters).
* A **71-character message with emojis** will be split into **two messages** (67 + 4 characters).

### 3. Why Do Special Characters Reduce the Limit?

Special characters (like emojis, Chinese script, or fancy quotation marks) use a different encoding system, which reduces the number of characters allowed in one message.

### 4. How to Avoid Extra SMS Costs

* **Keep Messages Short:** Try to stay within **160 characters** for regular text.
* **Avoid Special Characters:** Emojis and special symbols can reduce your character limit.
* **Check Before You Send:** Use Mercuri’s built-in SMS counter to see how many messages will be sent.

***

#### Example of SMS Length & Cost

| Message Type                         | Characters      | Sent As       |
| ------------------------------------ | --------------- | ------------- |
| Hello! Your order is confirmed.      | 30              | 1 SMS         |
| Your order #12345 is 🚀 on its way!  | 40 (emoji used) | 1 SMS (UCS-2) |
| Long message with 161+ characters... | 161             | 2 SMS         |

### Final Tips

* Stick to simple text when possible.
* Use abbreviations smartly but keep messages clear.
* Always preview your message to avoid surprises.


# Conversations Inbox

Mercuri’s Shared SMS and WhatsApp Inbox allows teams to manage customer conversations in a centralized workspace.

{% embed url="<https://www.loom.com/share/a4b00d4be591443fa5457ddece3d0653?sid=568dd642-02ef-422f-bafa-802f4f8c335d>" %}
Demo of how to start a conversation on Mercuri for both SMS and WhatsApp.
{% endembed %}

### How Mercuri's Conversations Inbox Helps Businesses

The **Shared Inbox** in Mercuri CX enables your team to manage all customer conversations across **WhatsApp and SMS** from a single interface. It ensures that no message is missed, customer issues are resolved efficiently, and team collaboration is seamless.

### Key Features of Mercuri CX Conversation inbox

<figure><img src="/files/IXmGwYYaUOewz8rrkibp" alt=""><figcaption></figcaption></figure>

#### 1. Assign **Agents to Conversations**

Easily allocate specific team members to handle individual customer chats. This prevents overlap, reduces confusion, and ensures accountability for every conversation.

**Assigning Conversations to Team Members**

1. Select an active conversation.
2. Click **Assign** and choose a team member.
3. The assigned agent will receive a notification.

{% hint style="info" %}
*Want to add a team member as an agent?* [*Click here*](/features/users-management)
{% endhint %}

***

#### **2. Assign Conversation Status**

You can mark Conversations as:

<figure><img src="/files/apRBoJnlwre77r0PCVha" alt=""><figcaption></figcaption></figure>

* **Open** – Active and needs attention
* **Pending** – Awaiting customer response
* **Closed** – Resolved successfully
* **Spam** – Unrelated or unwanted messages (for SMS conversation)
* **Block** -  You can block a WhatsApp contact if you’re receiving spam. Once blocked, you won’t get any further messages from that customer.
* **Unblock** – You can unblock a WhatsApp contact if you want to start receiving messages from that customer again. Once unblocked, conversations will resume as normal.

***

#### 3. **Add Contact Info and Tags**&#x20;

Enhance customer understanding by storing **relevant details** .Use **tags** (*e.g., “Repeat Customer”, “High Value”)* to segment users and personalize communication more effectively.

{% hint style="info" %}
*To know more about how to add or update contact details* , [*click here*](/features/conversations-inbox/adding-updating-contact-details-in-inbox)
{% endhint %}

***

#### 4. **Centralized WhatsApp and SMS Inbox**

View and manage all incoming and outgoing messages, whether from **WhatsApp or SMS,** within a single dashboard.

***

#### 5. **Send Interactive WhatsApp Messages**

Use interactive elements such as **buttons, quick replies, lists**, or **location requests** to make it easier for customers to respond or take action, enhancing engagement and reducing effort on their part.

{% hint style="info" %}
*To know more about the Different Interactive WhatsApp messages,* [*Click here*](/features/conversations-inbox/interactive-message-options-for-whatsapp-conversations) *.*
{% endhint %}

***

#### 6. **Enable Two-Way Conversations**

Have real-time, two-way communication with your customers. Whether it’s answering queries, resolving issues, or collecting feedback, Mercuri Inbox makes it easy to hold meaningful conversations.

***

#### 7. Switch **to AI responses effortlessly**

You can easily switch control to AI responses with just one click to handle frequently asked customer queries.


# Starting a New Chat with a Customer

The Conversation Inbox in Mercuri CX allows businesses to start a conversation with a customer directly via WhatsApp or SMS.

{% embed url="<https://www.youtube.com/embed/Ds4lFG3Y_CY?autoplay=1&loop=1&mute=1&playlist=Ds4lFG3Y_CY>" %}
Demo: How to Start a new conversation with Customer
{% endembed %}

* Navigate to the **Conversation** section in the Mercuri CX dashboard.&#x20;
* Click on the **Start Chat** icon located in the conversation panel on the left side.
* Next, select the **source number** based on the communication channel you want to use—WhatsApp or SMS, and click **Continue**.
* You can either **manually enter the customer’s phone number** or use the **search bar** to find an existing contact. After selecting the number, click **Continue**.
* If you're using WhatsApp as the communication channel, select a **pre-approved template** from the available list.&#x20;
* Enter the appropriate values for the **variables** included in the template, such as the customer’s name or order ID.
* You’ll be able to **review the message** before sending. If needed, click on **Edit Message** to make any changes.
* Once satisfied with the message content, click **Send** to initiate the conversation.


# Adding and Managing Tags from the Conversation List

You can add and manage tags directly from the **conversation list**, without opening individual conversations. This helps you organize chats more efficiently.

### **How to add tags for conversations?**

1. Locate the conversation in the conversation list.
2. Click on **Add Tags** (or **Manage Tags** if tags already exist).
3. Enter the required tag and save it.

***

### **How to manage tags for conversations?**

<figure><img src="/files/lAeSY48fe7ijjfwSDnoF" alt=""><figcaption></figcaption></figure>

* Click on **Manage Tags** to:
  * Add additional tags
  * Edit existing tags
  * Remove tags that are no longer needed

***

### How to filter conversations using tags?

<figure><img src="/files/Bvp7IUHGJ4YGQmKBbgtz" alt=""><figcaption></figcaption></figure>

You can also filter conversations based on tags to quickly find relevant chats.

To filter by tags:

1. Click on the **Filter** icon at the top of the conversation list.
2. Select the required tag(s).
3. The conversation list will update to show only conversations matching the selected tags.

This makes it easier to track, organize, and manage conversations, especially when handling a large number of chats.


# Filtering Conversations in Mercuri: 3 Simple Ways

Filtering conversations in Mercuri helps you quickly find the chats that matter, stay organized, and respond efficiently.

### How to Locate the Filter Options

<figure><img src="/files/2uyIMPj959nhhxu2iUqA" alt=""><figcaption></figcaption></figure>

To access conversation filters in Mercuri:

1. Go to the **Conversation Inbox**.
2. On the **left side**, you will see the **Filter** options.
3. Click on the **Filter** icon to start filtering conversations. Below are the three main ways you can filter conversations.

***

#### 1. Filter by Status

<figure><img src="/files/fAaz396rQK9OS8CaFrux" alt=""><figcaption></figcaption></figure>

You can filter conversations based on their **status** to focus on a specific stage of interaction.

**Available status options:**

* **Open** – Active conversations that need attention.
* **Pending** – Conversations awaiting a response from the customer.
* **Closed** – Conversations that have been resolved successfully.
* **Spam** – Unrelated or unwanted messages (applicable for SMS conversations).
* **Block** – Allows you to block a WhatsApp contact if you’re receiving spam. Once blocked, you will not receive any further messages from that customer.
* **Unblock** – Allows you to unblock a previously blocked WhatsApp contact. Once unblocked, conversations will resume as normal.

**Steps**

* Click on the **Filters** option.
* Under **Status**, select the required status from the dropdown.

**Why it’s useful:**

* Helps you track conversations based on their current state.
* Makes it easier to manage active, pending, resolved, or spam conversations efficiently.

***

#### 2. Filter by Message Type (Unread Messages)

<figure><img src="/files/oT5oCxg3kwjPCBRL0LFu" alt=""><figcaption></figcaption></figure>

This filter allows you to view only conversations that have **unread incoming messages**.

**Steps**

* Open **Filters**.
* Under **Message Filters**, check the option **Show chats with unread incoming messages**.

**Why it’s useful:**

* Ensures you don’t miss any new or pending customer messages.
* Helps prioritize responses that need immediate attention.

***

#### 3. Filter by Tags

<figure><img src="/files/mKO8o6EWaGOtBAE1EQbh" alt=""><figcaption></figcaption></figure>

Tags help you categorize conversations and filter them accordingly.

**Steps**

* Open **Filters**.
* Under **Tags**, select one or more tags (for example: *Follow Up*).

**Why it’s useful:**

* Allows quick access to conversations grouped by purpose or action.
* Ideal for tracking follow-ups, escalations, or specific workflows.

***

Using these three filters: **Status**, **Unread Messages**, and **Tags**, you can easily narrow down conversations and manage your inbox more effectively in Mercuri.


# Adding / Updating Contact details in Inbox

This section covers on how to add  or update contact details  in Mercuri CX Conversation inbox to keep customer details in one place

### Contact info&#x20;

#### Overview

<figure><img src="/files/ZP2eTCjuAt0w0s9C7Eii" alt="" width="236"><figcaption><p>Creating new contact in Conversation Inbox</p></figcaption></figure>

One helpful feature of the **Mercuri CX Conversation Inbox** is that it lets you easily **add or update contact details** while chatting with a customer.

One  can quickly fill in basic info like:

* First and last name
* Email
* Phone number (with country code)
* Company name (optional)
* Subscription status (Subscribed or Unsubscribed)

This makes it easier for the business team to keep customer details in one place, understand who they’re talking to, and follow up better, all without switching screens.

***

#### How to add Contact details :&#x20;

* Go to the **Conversation Inbox** and open the chat where you want to add contact information.
* On the **right side panel**, click on **Create New Contact.**
* Fill in the details such as **Name**, **Email**, **Phone Number**, and **Company Name** (optional).
* Once done, click on **Save Contact.**

***

#### **Managing Saved Contacts in Mercuri CX&#x20;*****(Add tags, Edit, and Delete contacts)***

<figure><img src="/files/ufrJjTPnmboEseWrMf66" alt=""><figcaption><p>Managing Saved Contacts in Mercuri CX </p></figcaption></figure>

Once you’ve saved a contact, you can easily personalize and manage their information:

* **Add Tags:**\
  To better categorize or identify the customer, click the **“+ Add Label”** icon on the contact card. This helps you organize conversations based on tags like “VIP,” “New Lead,” or “Follow-up.”
* **Edit Contact:**\
  If you want to update any details (like phone number or email), click the **pencil/edit icon** on the contact card.
* **Delete Contact:**\
  To remove a contact from your list, click the **trash bin/delete icon**.

These options help you keep your customer data clean, organized, and easy to manage, making follow-ups and personalized engagement smoother for your team.


# Copy of Interactive Message Options for WhatsApp Conversations

This section covers the different interactive message formats available, including quick reply buttons, call-to-action (CTA) links, list messages, and user location requests.

<figure><img src="/files/fSYEQGUbTtXJqaAiUXaX" alt=""><figcaption><p>WhatsApp Interactive Messages</p></figcaption></figure>

### Use of Interactive WhatsApp Messages

Interactive message types enhance customer experience and operational efficiency. Here’s how they help:

* **Faster Responses:** Customers can reply with a single tap using quick reply buttons or lists.
* **Higher Engagement:** Structured options guide users, reducing drop-offs and confusion.
* **Streamlined Workflows:** Use CTAs to direct users to specific actions like visiting a website or calling support.
* **Accurate Inputs:** Location request buttons reduce manual errors by letting users share their live location.

***

### Types of Interactive Messages&#x20;

1. **Request Location:** *Ask users to share their location with a single tap for services like delivery or support.*
   * Click on the **Interactive Messages** option > **Request Location.**
   * Before sending the **Request Location** message, you can modify the prefilled message as needed. Then, click on **Send**.

<figure><img src="/files/i41a9ryHYOH1Bd1Ct0Hz" alt=""><figcaption><p>Interactive Message : Request Location</p></figcaption></figure>

***

2. **CTA URL Button:** *A button that directs users to a specific URL, like a website or promotional page.*
   * Click on the **Interactive Messages** option > **CTA URL Button.**
   * &#x20;Fill in the required details to create a message with a call-to-action (CTA) button.
   * **Add Header (Optional)**
     * Choose the type: **Text**, **Image**, **Video**, or **Document**.
     * Enter your **Header Text**, e.g., `Order tracking`.
   * **Write the Body (Required)**
     * Type your message content in the **Body** section.
     * Example: `Your order has been dispatched! Tap below to track it.`
   * &#x20;**Add Footer(Optional)**
     * &#x20;A **Footer** can be included, such as a disclaimer or a closing note.
   * **Configure the CTA Button**
     * **Button Text:** Enter a label for the button, e.g., `TRACK ORDER`.
     * **Button URL:** Add the destination link, e.g., `https://example.com`.
   * **Preview the Message**
     * A live preview appears on the right to show how the message will look on WhatsApp.
   * **Send the Message**
     * Click the **Send** button to send the message.

<figure><img src="/files/vTGMH6NR7qUdMCDQCgSr" alt=""><figcaption><p>Interactive Message : CTA URL Button</p></figcaption></figure>

***

3. **Buttons**: *Predefined response options that users can tap to quickly interact, like confirming a choice or answering a question.*

* Click on the **Interactive Messages** option > **Buttons.**
* &#x20;Fill in the required details to create a message with an interactive reply button.
* **Add Header (Optional)**
  * Choose the type: **Text**, **Image**, **Video**, or **Document**.
  * Enter your **Header Text**, e.g., `Appointment Confirmation`.
* **Write the Body (Required)**
  * Type your message content in the **Body** section.
  * Example: `Hi there! Your appointment is scheduled for tomorrow. Use the button if you need to reschedule.`&#x20;
* &#x20;**Add Footer(Optional)**
  * &#x20;A **Footer** can be included, such as a disclaimer or a closing note.
* **Configure the Button**
  * **Button Text:** Add labels for the buttons, e.g. `Confirm / Reschedule.`
* **Preview the Message**
  * A live preview appears on the right to show how the message will look on WhatsApp.
* **Send the Message**
  * Click the **Send** button to send the message.

<figure><img src="/files/1IHefnbPM9GkKTj2Beg2" alt=""><figcaption><p>Interactive Message : Buttons</p></figcaption></figure>

***

4. **Lists**: *The Interactive List Message displays a structured list of options for the user to view. It is designed to present multiple choices clearly, but is not intended for user selection or input.*

* Go to **Interactive Messages** and select **List Message**.
* In the **Body (required)**, add a brief message to introduce the list (e.g., *“Browse through our latest collections”*).
* Enter the **Button Text** that users will see (e.g., *“View Categories”*).
* Under **Sections**, click **Add Section** and provide a **Section Title** (e.g., *“Electronics”*).
* Click **Add Row** to input list items with:
  * A **Title** (e.g., *“Mobile Phones”*)
  * An optional **Description**
* (Optional) Enable and enter **Footer Text** if additional context or a disclaimer is needed.
* Click **Send** to deliver the message.

***Note:** Interactive List Message can include multiple sections, with up to 10 rows (items) per section and a maximum of 10 sections, allowing businesses to present a broad range of options in a well-organized format.*

<figure><img src="/files/U67JniAwjrGcJLrlR5yU" alt=""><figcaption><p>Interactive Messages : Lists</p></figcaption></figure>


# How to Enable/Disable AI Responses in Mercuri CX Inbox

<figure><img src="/files/dAN1SFCpD1nQYuR4FTqo" alt=""><figcaption></figcaption></figure>

Mercuri CX allows you to seamlessly toggle between AI-powered responses and human agents with a single click.&#x20;

This ensures smooth handling of conversations, AI manages routine queries, while complex ones are handed to a human agent instantly.

**Steps**&#x20;

**Method 1: From the Chat Window**

1. **Open the conversation** in your **Mercuri CX Inbox**.
2. In the **top-right corner** of the chat window, click the **three dots (⋮).**
3. In the dropdown menu, toggle the **AI Responses** switch to **On**.

<figure><img src="/files/BDAONtRWQJmBFly3CK6l" alt=""><figcaption></figcaption></figure>

4. Toggle the **AI Responses** switch **On/Off**.
   * Once switched on, the AI agent will immediately start handling the conversation.

**Method 2: From the Conversation List**

1. In your **Inbox conversation list**, left-click on any conversation.
2. Select or deselect **AI Responses** from the menu.

<figure><img src="/files/dGXDj5zKlAHigx8WLeXr" alt=""><figcaption></figcaption></figure>


# How to Delete a Conversation from Your Mercuri CX Inbox

{% embed url="<https://youtu.be/NcFw4g09C40>" %}

You can delete a conversation in two ways:

#### Method 1: From the Chat Window

1. Open your **Mercuri CX Inbox** and select the conversation.
2. In the **top-right corner** of the chat window, click the **three dots (⋮)**.

<figure><img src="/files/dAN1SFCpD1nQYuR4FTqo" alt="" width="563"><figcaption></figcaption></figure>

3. From the dropdown menu, click **Delete Conversation**.
4. Confirm the deletion if prompted.

#### Method 2: From the Conversation List

1. In the **Inbox conversation list**, left-click on the conversation you want to remove.
2. Select **Delete Conversation**.

<figure><img src="/files/dGXDj5zKlAHigx8WLeXr" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
⚠️ **Important:** Once deleted, the conversation will be permanently removed from your inbox and **cannot be undone**.
{% endhint %}


# Interactive Message Options for WhatsApp Conversations

This section covers the different interactive message formats available, including quick reply buttons, call-to-action (CTA) links, list messages, and user location requests.

{% embed url="<https://www.youtube.com/embed/a7ovlFcSbzU?autoplay=1&loop=1&mute=1&playlist=a7ovlFcSbzU>" %}
Short demo : Sending interactive messages to customers with Mercuri CX
{% endembed %}

### Why use Interactive WhatsApp Messages?&#x20;

Interactive messages make it **easier for customers to respond** and help businesses **handle queries faster**.

&#x20;Here’s how they help:

* **Faster Responses:**  *Customers can tap a button to reply instantly, without needing to type.*
* **Better Engagement:** *Clear options help customers choose the right next step.*
* **Easy Actions:** *Use buttons to open a website or call support with just one click.*
* **One-Tap Location Sharing:** *Customers can share their live location easily with a single tap—no typing or searching needed.*

***

### Different Types of Interactive Messages&#x20;

Mercuri supports various interactive message formats that help businesses **guide conversations smoothly.**&#x20;

Here's a quick look at each type:

1. **Request Location:** *Ask customers to share their live location with one tap—useful for deliveries, service visits, or pickups.*&#x20;

[*See how to create a Request Location message* ](#request-location)

2. **CTA URL Button:** *Help users take direct actions like visiting a website or calling support, right from the chat.*

[*See how to create a CTA URL Button message*](#cta-url-button)

3. **Buttons:** *Let customers choose from preset responses with a single tap. Ideal for FAQs or simple choices.*

[*See how to create an Interactive Button message*](#buttons)

4. **List Message:** *Displays a structured list of options to the customers to share product categories, services.*

[*See how to create a list message* ](#lists)

5. **Request Address:** Prompt customers to enter their full address manually—including street name, house number, landmark, and pincode. Ideal for services where detailed address input is needed.

{% hint style="info" %}
The **"Request Message"** interactive feature on WhatsApp is currently available in India, Singapore, and Brazil.&#x20;
{% endhint %}

[*See how to create an Address Request message*](#request-address)

{% tabs %}
{% tab title="Request Location" %}

<figure><img src="/files/PRZm2H634rIFIG5OGW3J" alt=""><figcaption><p>Request Locatin Interactive message</p></figcaption></figure>

* Navigate to the **Conversation** section in the **Mercuri Dashboard** and select the contact to whom you want to send the message.
* Click on the **Interactive Messages** option > **Request Location.**
* Before sending the **Request Location** message, you can modify the prefilled message as needed. Then, click on **Send**.
  {% endtab %}

{% tab title="CTA URL Button" %}

<figure><img src="/files/vTGMH6NR7qUdMCDQCgSr" alt="" width="375"><figcaption><p>CTA URL Message</p></figcaption></figure>

* Navigate to the **Conversation** section in the **Mercuri Dashboard** and select the contact to whom you want to send the message.
* Click on the **Interactive Messages** option > **CTA URL Button.**
* &#x20;Fill in the required details to create a message with a call-to-action (CTA) button.
* **Add Header (Optional)**
  * Choose the type: **Text**, **Image**, **Video**, or **Document**.
  * Enter your **Header Text**, e.g., `Order tracking`.
* **Write the Body (Required)**
  * Type your message content in the **Body** section.
  * Example: `Your order has been dispatched! Tap below to track it.`
* &#x20;**Add Footer(Optional)**
  * &#x20;A **Footer** can be included, such as a disclaimer or a closing note.
* **Configure the CTA Button**
  * **Button Text:** Enter a label for the button, e.g., `TRACK ORDER`.
  * **Button URL:** Add the destination link, e.g., `https://example.com`.
* **Preview the Message**
  * A live preview appears on the right to show how the message will look on WhatsApp.
* **Send the Message**
  * Click the **Send** button to send the message.
    {% endtab %}

{% tab title="Buttons" %}

<figure><img src="/files/1IHefnbPM9GkKTj2Beg2" alt="" width="373"><figcaption><p>Buttons</p></figcaption></figure>

1. Navigate to the **Conversation** section in the **Mercuri Dashboard** and select the contact to whom you want to send the message.
2. Click on the **Interactive Messages** option > **Buttons.**
3. &#x20;Fill in the required details to create a message with an interactive reply button.
4. **Add Header (Optional)**
   * Choose the type: **Text**, **Image**, **Video**, or **Document**.
   * Enter your **Header Text**, e.g., `Appointment Confirmation`.
5. **Write the Body (Required)**
   * Type your message content in the **Body** section.
   * Example: `Hi there! Your appointment is scheduled for tomorrow. Use the button if you need to reschedule.`&#x20;
6. &#x20;**Add Footer(Optional)**
   * &#x20;A **Footer** can be included, such as a disclaimer or a closing note.
7. **Label the Button**
   * **Button Text:** Add labels for the buttons, e.g. `Confirm / Reschedule.`
8. **Preview the Message**
   * A live preview appears on the right to show how the message will look on WhatsApp.
9. **Send the Message**
   * Click the **Send** button to send the message.
     {% endtab %}

{% tab title="Lists" %}

<figure><img src="/files/U67JniAwjrGcJLrlR5yU" alt="" width="371"><figcaption><p>Lists</p></figcaption></figure>

1. Navigate to the **Conversation** section in the **Mercuri Dashboard** and select the contact to whom you want to send the message.
2. Go to **Interactive Messages** and select **List Message**.
3. In the **Body (required)**, add a brief message to introduce the list (e.g., *“Browse through our latest collections”*).
4. Enter the **Button Text** that users will see (e.g., *“View Categories”*).
5. Under **Sections**, click **Add Section** and provide a **Section Title** (e.g., *“Electronics”*).
6. Click **Add Row** to input list items with:
   * A **Title** (e.g., *“Mobile Phones”*)
   * An optional **Description**
7. (Optional) Enable and enter **Footer Text** if additional context or a disclaimer is needed.
8. Click **Send** to deliver the message.

***Note:** Interactive List Message can include multiple sections, with up to 10 rows (items) per section and a maximum of 10 sections, allowing businesses to present a broad range of options in a well-organized format.*
{% endtab %}

{% tab title="Request Address" %}

<figure><img src="/files/8X1BMH7VOilKMvEqtQMe" alt="" width="350"><figcaption><p>Request Address</p></figcaption></figure>

* Navigate to the **Conversation** section in the **Mercuri Dashboard** and select the contact to whom you want to send the message.
* Go to **Interactive Messages** and select **Request Address**.
* In the **Body (required)**, add a brief message.
* Select the **Country Code** from the drop-down.
* (Optional) Enable and enter **Footer Text** if additional context or a disclaimer is needed.
* Click **Send** to deliver the message.
  {% endtab %}
  {% endtabs %}

***

*<mark style="color:blue;">**Check out the use cases of WhatsApp Interactive Messages**</mark>*

{% embed url="<https://docs.mercuri.cx/features/conversations-inbox/use-case-of-whatsapp-interactive-messages>" %}


# Use case of WhatsApp Interactive Messages

This section covers the use case of WhatsApp Interactive Messages in enhancing the customer experience .

{% embed url="<https://www.youtube.com/embed/eooPfH5DW2I>" %}
Demo : How to setup Interactive whatsapp message in Mercuri for booking service
{% endembed %}

### Use Case: Booking a Home Service Appointment via WhatsApp Interactive Message

Businesses can use **interactive WhatsApp messages** to make customer journeys smoother without needing users to type long responses by using :&#x20;

* **Quick Reply Buttons**
* **Call-to-Action (CTR) Buttons**
* **Request Location**
* **List Messages**

#### Example  Flow: Booking a Service Appointment

**Step 1: Send Introductory Message with Quick Reply Buttons**

**Message:**

> Hi {{customer\_name}},\
> Thanks for reaching out! Please select a service to get started:
>
> **Options:**&#x20;
>
> * Salon Service
> * Home Cleaning
> * Appliance Repair

*These buttons help users reply quickly without typing.*

***

**Step 2: Choose Time Slot via List Interactive Message**&#x20;

**Message:**

> Please reply with your preferred time slot from below:\
> (Type your answer)
>
> **List:**
>
> * Morning (9 AM – 12 PM)
> * Afternoon (12 PM – 3 PM)
> * Evening (4 PM – 7 PM)

***

**Step 3: Request Customer Location via** **Request Location interactive Message**

**Message:**

> Please share your location so our professional can reach you easily.
>
> **Button:**
>
> Share Location

*This makes it easy for users to send their live location with one tap.*

***

**Step 4: Request Address (Text Input)**

**Message:**

> Kindly enter your full address for service delivery (House no., Street, Landmark, City, Pincode).

***

**Step 5: Confirm & Track Appointment with CTR URL Buttons**

**Message:**

> Your appointment is confirmed! You can  view details below:
>
> **Buttons:**
>
> View Details&#x20;

Easy access to booking status without navigating through apps or emails.


# How to send MMS Template from inbox

Follow these steps to quickly send an MMS template from the Conversation Inbox:

1. **Navigate to the Conversation Inbox** – Go to the inbox where all customer conversations are listed.
2. **Select the Contact** – Open the chat of the customer you want to send the MMS template to.
3. **Click on the Template Icon** – At the bottom left of the chat window, you’ll see several icons. Click on the template icon.

<figure><img src="/files/QV085YnauobxS7oTAbiO" alt=""><figcaption></figcaption></figure>

4. **Choose Template Option** – A dialog box will appear with two options: Text Message and Template. Select Template.

<figure><img src="/files/Z93mZ3YBqIr4fJdAGyxq" alt="" width="348"><figcaption></figcaption></figure>

5. **Browse Templates** – You’ll now see a list of MMS templates you’ve already created. ([Click here](/features/templates/sms-templates/creating-your-first-sms-template) <mark style="color:blue;">to learn how to create MMS templates</mark>.)
6. **Select an MMS Template** – Pick the MMS template you want to send.
7. **Fill Variable Fields (if any)** – If your template contains variables (e.g., customer name, order ID), enter the required values.
8. **Review and Send** – Preview your message, then click Send to deliver it to the customer.


# Contacts

Mercuri allows you to create and manage Contacts and contact lists (or segments) for sending SMS and WhatsApp campaigns efficiently.

<figure><img src="/files/zyVgeztvCHWRHJdMS6jI" alt=""><figcaption><p>Contacts </p></figcaption></figure>

### Sync Contacts from Integrations

Mercuri automatically syncs contacts from connected platforms, making it easy to manage your lists.

* **Wix** – Syncs customer contacts from your Wix store.
* **Shopify** – Imports customer data directly from Shopify.
* **Pipedrive** – Pulls in leads and deals from your CRM.
* **Microsoft Teams** – Syncs contacts from Teams conversations and shared data.

***

### Bulk Upload via CSV&#x20;

<figure><img src="/files/wBjNnPLIq4jWjwafwkvB" alt=""><figcaption><p>Bulk upload via CSV</p></figcaption></figure>

1. Navigate to **Contacts.**
2. Click **Import Contacts**.
3. Upload a **CSV file** containing:
   * **Phone Numbers (required)**
   * **Names (optional)**
   * **Custom Fields** (e.g., email, location, tags)
4. Map the columns to ensure accurate data import.
5. Click **Upload & Save** to complete the process.

***

### Manually Add contacts&#x20;

<figure><img src="/files/3ZzdmriGQ8jBByRhrtdS" alt=""><figcaption><p>For manually adding contacts</p></figcaption></figure>

1. Navigate to **Contacts.**
2. Click **Add Contact**.
3. Enter the contact’s details:
   * **Name** (optional but recommended)
   * **Phone Number** (required)
   * **Email** (required)
   * **Subscription Status**
4. Click **Save** to add the contact.

***

### Editing or deleting contacts&#x20;

1. Navigate to the **Contacts** section in the Mercuri CX dashboard.
2. Click on the contact you wish to **edit** or **delete**.
3. A side panel will appear on the right side of the screen.
4. At the top of this panel, you will see **Edit** and **Delete** options. Click the desired option to proceed.

{% hint style="info" %}
Any changes made to contacts in the Mercuri CX dashboard will automatically reflect in the respective connected platforms such as **Wix, Shopify,** and **Pipedrive**. This ensures consistency and eliminates the need for manual updates across platforms
{% endhint %}


# Label Contacts

### Adding Tags /Labels to contacts

<figure><img src="/files/fkO5fK2buc394X7alXCv" alt=""><figcaption><p>Adding Labels and editing the contact details</p></figcaption></figure>

Adding **Tags to contacts** helps you organize, filter, and target specific groups of users more efficiently. Below are the steps on how to add tags to contacts :&#x20;

1. Go to the **Contacts** section in the Mercuri CX dashboard and select the desired contact.
2. A side panel will appear on the right.
3. In the side panel, click on the **plus (+) icon** next to the **Tags** section.
4. Enter the relevant tags (e.g., *Schedule a meeting*, *Send details*) and press Enter to save.

*These tags can be used later to segment contacts and send targeted messages easily.*

###


# Contact Lists

### Creating Contact Lists / Contact Segments

{% embed url="<https://www.youtube.com/embed/Q_KEMI4xlFk?autoplay=1&loop=1&mute=Q_KEMI4xlFk1&playlist=>" %}
Demo of creating Contact lists
{% endembed %}

1. To create a contact segment, you can manually select the contacts you want to group together or use the filters on the right side of the screen to select customers based on specific **labels and statuses.**
2. Once you've selected the desired contacts, a **Create Contact List** button will appear on the right. Click on this button.
3. Enter a name for your new segment in the **List Name** field, then click **"Create List."**
4. You can view all your saved segments in the **Contact Lists** section.

<figure><img src="/files/HMPMvpYVNHZn7gX0weEp" alt="" width="563"><figcaption><p>Contact List Section</p></figcaption></figure>

### Creating Contact Lists  Using Filter

{% embed url="<https://www.youtube.com/embed/vVrIV-ND1fw>" %}

* Navigate to the **Contacts** tab in your Mercuri CX dashboard.
* Use the **"All Labels"** dropdown to filter contacts based on a specific tag or label.This helps narrow down the contacts you want to group into a list.
* Check the boxes next to the contacts you want to include in the list.
* **Click on “Create Contact List”**
* Once contacts are selected, the **“Create Contact List”** button will appear on the right-hand side. Click it.
* Give your contact list a relevant name (e.g., "New Customers - June Campaign").
* Click **Create** to save the list.

{% hint style="info" %}
**Note:** If you plan to send WhatsApp marketing messages, make sure to create customer lists based on your WhatsApp messaging limits. This ensures your campaigns run smoothly without hitting daily restrictions.
{% endhint %}


# How to Sync Shopify Segments with Mercuri CX

{% embed url="<https://youtu.be/UPEZNxaOkS8>" %}

1. Go to the **Contacts section** in your Mercuri CX dashboard.
2. In the Contacts dashboard, click on **Contact List**. In the Contact list, you’ll see a button labeled **Sync Shopify Segments**.
3. Click this button to start syncing your Shopify segments with Mercuri CX.
4. The sync process will take about 5–10 minutes to complete.

{% hint style="info" %}
While Shopify updates segment lists in real time, Mercuri CX refreshes these lists every **24 hours**. If you want to update the list before the 24-hour cycle, simply click Sync Shopify Segments again.
{% endhint %}


# Contact Sync from CTWA to Wix/Shopify Store

Click-to-WhatsApp Ads (CTWA) allow businesses to drive customer interactions directly from Facebook or Instagram ads into WhatsApp.&#x20;

With Mercuri, customer details from CTWA ads are automatically synced to your Wix or Shopify store, existing contacts are updated with a CTWA label, and new ones are created, making it easy to run follow-ups and campaigns.

***

### How It Works

1. **Ad Click → WhatsApp Chat**
   * When a customer clicks on a CTWA ad, they are redirected to the business’s WhatsApp chat.
   * The conversation window remains active for **3 days**, during which the business can engage with the customer.
2. **Contact Matching in Wix/Shopify**
   * As soon as the conversation starts, the Mercuri checks whether the customer’s details (phone number, name, email if available) already exist in the connected **Wix** or **Shopify** store.
   * **Case 1: Existing Contact**
     * The customer record in the store is updated.
     * A **label/tag “CTWA”** is assigned to the contact, making it easy to identify and segment them later.
   * **Case 2: New Contact**
     * If no record exists, a **new contact profile** is automatically created in the store.
     * The new profile is tagged with **“CTWA”** for tracking and campaign purposes.
3. **Post-Sync Benefits**
   * Once the contact is synced, businesses can:
     * Re-engage the customer through **drip campaigns** (WhatsApp, SMS, depending on integrations).
     * Segment audiences based on the **CTWA label** for targeted outreach.
     * Track customer journeys from **ad click → chat → store record → purchase**.

***

### Key Advantages

* **Seamless syncing** between WhatsApp conversations and your e-commerce store.
* **No duplicate contacts**—existing records are updated, not recreated.
* **Improved marketing automation** with CTWA-tagged segments.


# Marketing

Mercuri allows businesses to send SMS and WhatsApp marketing messages to engage customers, promote offers, and drive sales.

<figure><img src="/files/2ltqTEV38zWHPlNMSgDf" alt=""><figcaption><p>Send a marketing campaign</p></figcaption></figure>

### Access the Marketing Campaigns Tool

1. **Log in** to [Mercuri](https://mercuri.cx).
2. Navigate to the **Marketing** section in the dashboard.
3. Click **Create Campaign**.

***

## 4-Step process to send a campaign

<figure><img src="/files/qlgLHJHyvpzuSEkSE46N" alt=""><figcaption></figcaption></figure>

1. **Audience:**&#x20;
   1. Choose your **target segment** from saved lists.
   2. Customer contacts can also be uploaded as a CSV file from the **Contacts** section in the dashboard. *\[*[*Click here to learn how to upload a CSV file with contacts\]*](/features/contacts#bulk-upload-via-csv)
   3. Select existing contacts from your **Mercuri contact list**.
   4. You can also now **segment customers based on conversation tags** and send **highly targeted campaigns** instead of blasting messages to everyone.
      * Click **Sync Conversation Tag Segments**
      * Mercuri pulls audiences grouped by conversation tags
      * Select the synced segment while creating a campaign

2. **Content**&#x20;
   1. Select **SMS** or **WhatsApp** based on your business’s preferred communication channel.
   2. **SMS Marketing:** Ideal for **quick promotions, reminders, and offers**.
   3. **WhatsApp Marketing:** Requires **pre-approved message templates** for outbound messages.
   4. **Create Your Message**
      1. **For SMS:**

         1. Write a **short and engaging message**.
         2. Personalize it with placeholders (e.g., `{{name}}`).
         3. Keep it **under 160 characters** to avoid extra costs.
         4. You can also send MMS templates in the campaign.&#x20;

         [*<mark style="color:blue;">Click here</mark>*](/features/templates/sms-templates/creating-your-first-sms-template) *<mark style="color:blue;">to learn how to add media attachments to SMS.</mark>*

         **Example:**

         > "Hi {{name}}, enjoy 20% off your next purchase at \[Your Brand]! Use code SAVE20. Shop now: \[link] Reply STOP to opt out."

      2. **For WhatsApp:**

         1. Select a **pre-approved template or** create a **new template.**[*\[Guide to create WhatsApp template\].*](/communication-channels/whatsapp-integration/creating-your-first-whatsapp-template#how-to-create-whatsapp-template-in-mercuri)
         2. Fill in the required placeholders.
         3. Add **interactive buttons** for quick replies or website links.

         **Example Template:**

         > "Hi {{name}}, we have an exclusive offer just for you! Get 20% off your next purchase. Tap below to claim: \[button: Shop Now]."

3. **Schedule :**&#x20;

   1. Click **Send immediately** to launch instantly.
   2. Or select **Schedule for Later** to send out the campaign for a specific date and time.

4. **Overview:**
   1. Review the campaign details and preview your message before sending.
   2. Click on **Send campaign.**

&#x20;    &#x20;


# How to Send SMS or WhatsApp Campaigns to Shopify Segments

This guide will help you integrate your Shopify Segments with Mercuri CX and use them to send out SMS or WhatsApp Campaigns.

{% embed url="<https://youtu.be/LriAM5Kld-s?si=_A5uXbY4QmP9O90n>" %}

**Step 1: Sync Shopify Segments with Mercuri**

1. Go to the **Contacts section** in your Mercuri CX dashboard.
2. In the Contacts dashboard, click on **Contact List**. In the Contact list, you’ll see a button labeled **Sync Shopify Segments**.
3. Click this button to start syncing your Shopify segments with Mercuri CX.
4. The sync process will take about 5–10 minutes to complete.

[<mark style="color:blue;">**Click here to see step-by-step video instructions on syncing Shopify segments with Mercuri CX**</mark> ](/features/contacts/how-to-sync-shopify-segments-with-mercuri-cx)

{% hint style="info" %}
While Shopify updates segment lists in real time, Mercuri CX refreshes these lists every **24 hours**. If you want to update the list before the 24-hour cycle, simply click Sync Shopify Segments again.
{% endhint %}

***

**Step 2: Select a Shopify Customer Segment**

1. Navigate to the **Marketing** section in the dashboard.
2. Click **Create Campaign**.
3. Now select the Shopify Segment you want to target from the list.

***

**Step 3: Choose a Communication Channel**

1. Select SMS/ WhatsApp number based on your preferred communication channel.
2. Then select the template you want to send to this target segment.

***

**Step 4: Schedule Campaign**&#x20;

1. Click **Send immediately** to launch instantly or select **Schedule for Later** to send out the campaign for a specific date and time.

***

**Step 5: Send Your Campaign**

1. Review the campaign details and preview your message before sending.
2. Click on **Send campaign.**

***


# Track Campaign Performance

This section explains how businesses can monitor the effectiveness of their WhatsApp and SMS marketing campaigns using key performance metrics.

<figure><img src="/files/hGho4nYFnKnPWblqS83b" alt=""><figcaption><p>Overall Campaign Performance</p></figcaption></figure>

Tracking performance metrics for WhatsApp and SMS campaigns helps businesses measure their effectiveness and optimize future communication strategies.&#x20;

One can view the overall campaign performance in the **Marketing Section** of the **Mercuri CX** Dashboard.

### Overall Campaign Performance Tracking Metrics

**1. Total Revenue**\
The total income generated from orders where customers used the campaign or promotional code during checkout.

Helps determine how much business the campaign directly contributed to.

2. **Total Spent**

The total cost incurred in sending out WhatsApp and SMS messages as part of the campaign.

**Includes:**

* Cost per SMS or WhatsApp message
* Volume of messages sent

&#x33;**.ROI(Return on Investment)**

**Return on Investment (ROI)** is a key metric used to measure the **efficiency and profitability** of a marketing campaign.

4. **(AOV)Average Order Value**

**Average Order Value (AOV)** tells you how much, on average, each customer spends when they place an order through your WhatsApp or SMS campaign.

***

***Example Scenario***

A business runs a promotional campaign via WhatsApp and SMS, offering "₹100 off" with a code.

* **Total Revenue:** ₹40,000 (from customers who used the code)
* **Total Spend on Messaging:** ₹8,000 (WhatsApp/SMS delivery costs)
* **Total Orders:** 80

**Performance:**

* **ROI:** ₹40,000 / ₹8,000 = **5.0**
* **AOV:** ₹40,000 / 80 = **₹500 per order**

***

### Individual Campaign Performance Tracking

<figure><img src="/files/P675ZpDs48XLO2bJZGeP" alt=""><figcaption><p>Performance Metrics for a particular Campaign</p></figcaption></figure>

To view the performance of a specific campaign, follow these steps:

1. Go to the **Marketing** section in the **Mercuri CX Dashboard**.
2. From the list of sent campaigns, click on the campaign you wish to review.
3. You will be directed to a detailed dashboard that displays:
   * **Campaign Details** – including segment, Campaign message.
   * **Performance Metrics** – such as total revenue, ROI, total orders, and AOV.
   * **Campaign Analytics** – showing total messages, sent, delivered, and failed counts.
   * **Recent Orders -** shows orders placed using a particular campaign

*This view helps businesses monitor campaign effectiveness and make data-driven decisions for future marketing efforts.*

### Key Campaign Metrics Tracked in Mercuri CX&#x20;

#### Performance Metrics

* ***Total Revenue***
* ***Total Spent***
* ***ROI (Return on Investment)***
* ***Total orders***
* ***AOV (Average Order Value)***

#### Campaign Metrics

*These metrics give insight into how your message performed in terms of delivery.*

| Metrics   | Description                                                    |
| --------- | -------------------------------------------------------------- |
| Total     | Total number of users targeted by the campaign.                |
| Sent      | Number of messages successfully sent to WhatsApp /SMS numbers. |
| Delivered | Messages that were successfully delivered to users  inboxes    |
| Failed    | Messages that failed to send.                                  |

#### Campaign Details

| Field            | Description                                              |
| ---------------- | -------------------------------------------------------- |
| Segment          | The customer list or audience this campaign was sent to. |
| Campaign Message | The actual promotional message sent via WhatsApp / SMS.  |

#### Recent Orders

This section displays orders placed using a particular campaign . If no purchases are made, it shows “No orders yet.”


# Automations

The Automation feature lets you send automated SMS or WhatsApp messages based on user actions, like cart abandonment to re-engage users.

<figure><img src="/files/5k63BuNTbisUOdxeUWMp" alt=""><figcaption><p>Automations</p></figcaption></figure>

### What are Automations?

Automation means setting up messages that are automatically triggered when a customer takes a specific action on your website.\
**For example,** when a customer places an order, an automated message is instantly sent to confirm their purchase, eliminating the need to send each message manually.

### Why Automated Messages are Helpful for Both Businesses and Customers&#x20;

#### For businesses:&#x20;

* No need to manually send updates to every customer, thus saving time.&#x20;
* No need to worry about forgetting to send confirmations or reminders, thus reducing mistakes or confusion.
* helps to build trust with customers, as they feel valued and cared for when they get timely updates.
* Gentle reminders (*like abandoned cart or booking reminders*) can bring customers back and improve conversion, eventually leading to increased sales and bookings.

#### For customers:

* Instantly gets updates regarding their orders or bookings without any hassle.
* Customers get notified immediately if there is any cancellation or rescheduling.
* Clear and timely communication helps customers feel valued and confident in the business, which enhances the customer experience.

### Steps to Set Up Automated Message&#x20;

{% hint style="info" %}
Follow the instructions below if you have already set up the WhatsApp and SMS templates.
{% endhint %}

<figure><img src="/files/jPP6nq5wvrWmJAXABVJv" alt="" width="375"><figcaption><p>Automations</p></figcaption></figure>

1. Go to the **Automation** section in the dashboard.
2. Click on **Create Automation**.

<figure><img src="/files/HIixZyss7WRwreSB2fdz" alt="" width="375"><figcaption></figcaption></figure>

3. Choose the required **automation type** from the list and click on **Create Automation .**
4. Next, select the preferred communication channel — **WhatsApp, SMS, or both** , for delivering the automated message.
5. Choose a **pre-approved template** for each selected channel (*you can add multiple templates to one automation).*

### Supported Automation Flows in Mercuri CX

Mercuri CX supports automated messaging workflows across the following categories:

* [E-commerce](/features/automations/automated-workflow-for-e-commerce-businesses)
* [Restaurants](/features/automations/automated-workflow-for-restaurant-order-events)
* [Restaurant Table Reservation](/features/automations/automated-workflow-for-restaurant-table-reservations)
* [Booking related events](/features/automations/automated-workflow-for-booking-related-events)
* [Customer Signups ](/features/automations/automated-workflow-for-customer-signup)
* [Form Submissions](/features/automations/automated-workflow-for-forms)

***

### Supported Automations for Different Platforms

|   Platforms   | Available Automations                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| :-----------: | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
|    **Wix**    | <ul><li><a href="/pages/Nr5hHIzKze2YfMRdIWbC">E-Commerce Automations </a></li><li><a href="/pages/cpzO3jvoV4L1tD2OIOWq">Booking Related Automations</a></li><li><a href="/pages/mH22I1z1p6m6J4JaJxx5">Restaurant Table Reservation Automations</a></li><li><a href="/pages/AYMu5RPS1iqvkCXf299T">Restaurant Order Automations</a></li><li><a href="/pages/nffeszRYZRWnNDWZUbvE">New Customer Sign-up Automations</a></li><li><a href="/pages/23keWrIT8NhZRC6Bl4Ct">Form Submission Acknowledgement Automation</a></li></ul> |
|  **Shopify**  | <ul><li><a href="/pages/Nr5hHIzKze2YfMRdIWbC">E-Commerce Automations </a></li><li><a href="/pages/nffeszRYZRWnNDWZUbvE">New Customer Sign-up Automations</a></li></ul>                                                                                                                                                                                                                                                                                                                                                      |
| **Pipedrive** | <ul><li><a href="/pages/nffeszRYZRWnNDWZUbvE">New Customer Sign-up Automations</a></li></ul>                                                                                                                                                                                                                                                                                                                                                                                                                                |


# Automated workflow for e-commerce businesses

For Shopify and Wix e-commerce businesses, automating communication based on website user behavior helps improve engagement and retention.

### Overview of Different Automation Types in E-commerce Businesses

<table><thead><tr><th width="171.763671875">Automation Type </th><th width="130.727294921875">Description </th><th width="156.963623046875">Why should you send a message ?</th><th>Example</th></tr></thead><tbody><tr><td><a href="/pages/kNWq5vqAUmTFbZARr4Ry">Cart_abondoned</a></td><td>User adds producst to cart but doesn't complete order</td><td>Reminder or offer to complete purchase</td><td>"<em>Hey [Name], your cart is waiting! Complete your order now and get 10% off today !</em>"</td></tr><tr><td><a href="/pages/1eia9WWzdjS0I8pK4sqT">Order_cancelled </a></td><td>cancels an order</td><td>Acknowledge cancellation or ask for feedback from the customer</td><td>"<em>Hi [name], your order has been cancelled. We'd like to know why -help us improve</em>"</td></tr><tr><td><a href="/pages/6AJS8doWOYOjCbbvHthp">Fulfilment_created</a></td><td>order is packed and ready to be shiped</td><td>Inform user of the fulfillment status and next steps </td><td>"<em>Good news, [Name]!Your order has been packed and will ship soon.</em>" </td></tr><tr><td><a href="/pages/UO59KK1kN5bSfbm6lvur">Order_created</a></td><td>user successfully places a order.</td><td>order confirmation and estimated delivery.</td><td>"<em>Thanks for your order,[Name]! The product will be delivered by [Date]"</em></td></tr></tbody></table>


# Order Cancelled Template

This section covers the use cases of automated messages sent to the customers when  the user cancels the order and the steps involved in setting up such automated workflows.

## Use case 1: Customer-Initiated Order Cancellation

<figure><img src="/files/SyhgvvKw4FVW0EGi8fdX" alt=""><figcaption><p>Order Cancelled Whatsapp Template</p></figcaption></figure>

A customer places an order but later decides to cancel it through your website or app.&#x20;

As soon as the cancellation is confirmed, they should receive an automated **WhatsApp / SMS  message** acknowledging their action, confirming the order cancellation, and offering assistance in case they need help or made the cancellation by mistake, with the following details included:

* customer name
* order number&#x20;
* a link redirecting the customer to the customer support.

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the ***Order Cancelled*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/CQ6ZUPepHjJYqAzzQFxd" alt=""><figcaption><p>Step 2: Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `order_cancellation` (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-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/9pS4aNYXXONmYRN9gejU" alt=""><figcaption><p>Step 3 : 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 Cancelled`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hi {{1}}, your order with ID {{2}} has been successfully cancelled as per your request.`
\
`If this was a mistake or you need help, feel free to reach out to us.`

**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. **Add Contact Support Button**

<figure><img src="/files/9mbvmOCNVPU11nwoV6HL" alt=""><figcaption><p>Step 4 : Adding contact Support Button</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:** `Contact Support`
   * 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-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons)

</details>

<details>

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

<figure><img src="/files/Nt4QH46cloZRXQUCdEkB" 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**

```
Order cancellation
```

* **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:**

  ```
  Hi {#var#}, your order #{#var#}  has been cancelled. If this was a mistake or you need help, reply to this SMS or contact our support.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** and **order id**&#x20;

**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/ SMS  template to the Automated workflow

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

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/Db9vSZC36_U>" %}

***

<mark style="color:blue;">**Video Tutorial for SMS Automation**</mark>

{% embed url="<https://youtu.be/x3wRTAVdRk4>" %}


# Order Created Template

This section covers the use cases of automated messages sent to the customers when they successfully place the order and the steps involved in setting up such automated workflows.

## Use case: Sending out Order Confirmation Message to customers&#x20;

<figure><img src="/files/PsHsnG8xxX9OXGDuxnub" alt=""><figcaption><p>Order Confirmation Whatsapp Template</p></figcaption></figure>

Let customers know their order was placed successfully, including order details

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the ***Order created*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/Ul0167ozhoduBwmSjkMP" alt=""><figcaption><p>Step 2 : configure template details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Order_confirmation` (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-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/8DZFgFX27BWxzgBVgyST" 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 Confirmed`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hi {{1}}, your order {{2}} has been received!`
\
`You’ll get a notification once it ships.`
\
`You can track your order and call us for further queries`

**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. **Add buttons to view order details and contact support**

<figure><img src="/files/jndbN9Fcd5mPoYwlE6HO" alt=""><figcaption><p>Step 4 : Adding buttons</p></figcaption></figure>

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

**Order details Button:**&#x20;

1. Click the **Add Button** > select **Visit Website**.
2. Configure details for the Call to Action section as follows:
   * **Type of Action:** Visit website
   * **Button Text:** `Order Details`
   * **URL Type:** Dynamic  [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL:** `https://yourstore/order/{{1}}`\
     (where `{{1}}` will be dynamically replaced with the orderId  of the customer.)
3. Under **Sample URL Setup**:
   * **Variable value:** `Order Id`&#x20;
   * **Sample text:** `https://yourstore/order/1006`  <sub>***(Example of tracking link for template approval)***</sub>

**Contact us 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.**
   * Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/p3bMEu9JJ43l3lFghCsa" 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**

```
order confirmation
```

* **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:**

  ```
  Hi {#var#}, your order #{#var#} has been successfully placed . We’ll notify you once it’s shipped. Thank you for shopping with us!
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** and **order ID**&#x20;

**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 / SMS template to the Automated workflow

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

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/erOJhBJG3-k>" %}

***

<mark style="color:blue;">**Video Tutorial for SMS Automation**</mark>

{% embed url="<https://youtu.be/8kKjIynZdw4>" %}


# Cart Abandoned Template

Section covers the use cases of automated messages sent to the customers when they add products to cart , but did not proceed to purchase and the steps involved in setting up such automated workflows.

## Use case 1: Recovering Lost Sales

<figure><img src="/files/fANxYIaCNwWKCREsyPNz" alt=""><figcaption><p>Cart Abandoned WhatsApp Template</p></figcaption></figure>

{% columns %}
{% column width="50%" %}

{% endcolumn %}

{% column %}

{% endcolumn %}
{% endcolumns %}

Businesses often lose potential sales when customers add items to their cart but do not check out. A  WhatsApp / SMS  reminder can be triggered, encouraging them to complete the purchase with the following details  of the customer:&#x20;

* Customer name
* a link directing the user to the cart page

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the ***Cart Abandoned*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/m31VnVjH6OEaje9O83A1" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

3. **Fill in the basic template info:**

* **Template Name:** `cart_abandonment_reminder` (Use an easy name to identify later)
* **Language:** `English` (or as per your customer base)
* **Category:** `Marketing` (as it’s a promotional nudge) &#x20;

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

**Fill Template Components**

<figure><img src="/files/QgiZH1okYfBY7kxmjoRM" alt=""><figcaption><p>Step 3 : 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:**  `Don’t miss out!`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hi {{1}}, you left something in your cart!`\
`Complete your order, before it’s gone.`\
`Tap below to finish checking out.`&#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

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

4. **Add a Button to redirect customers to the cart page**

<figure><img src="/files/6G5ZGvNRFGAznyjIBuOt" alt=""><figcaption><p>Step 4 : Adding a button</p></figcaption></figure>

[*\[Click here to know about different Template Buttons\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons)

1. Click the **Add Button** > select **Visit Website**.
2. Configure details for the Call to Action section as follows:
   * **Type of Action:** Visit website
   * **Button Text:** `Complete Your Purchase`
   * **URL Type:** Dynamic  [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL:** `https://yourstore.com/cart/{{1}}`
3. Under **Sample URL Setup**:
   * **Variable value:** `Abandoned Cart Link`
   * **Sample text:** `https://yourstore.com/cart/abc123`  <sub>*(Example of  tracking link for template approval)*</sub>
   * Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/x8Nr6ECodVJmmets1KBT" alt=""><figcaption><p>SMS Template</p></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**

```
Complete Your Purchase
```

* **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:**

  ```
  Hi {#var#}, you left something in your cart. Complete your order before it sells out! Visit: {#var#}
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** and **abandoned cart link.**

**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 / SMS template to the Automated workflow

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

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/cYEo_zfLlYs>" %}

***

<mark style="color:blue;">**Video Tutorial for SMS Automation**</mark>

{% embed url="<https://youtu.be/fTOoCxpoybo>" %}


# FulFilment Created Template

This section covers the use cases of automated messages sent to the customers when a fulfillment is created and the steps involved in setting up such automated workflows.

## Use case 1 : Businesses having multiple Shipping partners

<figure><img src="/files/pb8CBFIxnpUEC7K7ShSh" alt=""><figcaption></figcaption></figure>

A business uses multiple shipping partners (*e.g., Delhivery, BlueDart, Shiprocket*). When an order is fulfilled, the customer should receive a WhatsApp/ SMS  message containing

* Order number
* Courier partner
* Tracking number
* A button linking to the tracking page based on the courier partner

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS  template for the ***Fulfilment Created*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A .1. Setting up the WhatsApp Template</strong></mark></summary>

**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.

**Configure Template Details**

<figure><img src="/files/ltnqhW7vfmzibDhExNvz" alt=""><figcaption><p>Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Shipment_Details` (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-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

**Fill Template Components**

<figure><img src="/files/49B43G8h1FnnPxE6K55C" alt=""><figcaption><p>Step 3 : 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:**  `Mercuri CX`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hello {{1}}, Your package with order number: {{2}} has been shipped and will be delivered in 3–6 days via our courier partner.`&#x20;

`Courier partner: {{3}}`
\
`Tracking AWB number: {{4}}`

`Tap the button below to track your order in real time.`

**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
* `{{3}}` → Courier partner (e.g., Delhivery, BlueDart)
* `{{4}}` → Tracking AWB number

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

**Add Dynamic Tracking Button**

<figure><img src="/files/QrHr0muQDbihapPiawy9" alt=""><figcaption><p>Adding Dynamic Tracking button</p></figcaption></figure>

\
Click the **Add Button** > select **Visit Website**.

1. Configure details for the Call to Action section as follows:
   * **Type of Action:** Visit website
   * **Button Text:** `Track now`
   * **URL Type:** Dynamic [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL:** `https://snte.me/{{1}}` (This is a **shortened tracking link** where `{{1}}` will be dynamically replaced with the tracking code generated by your shipping partner.)
2. Under **Sample URL Setup**:

   * **Variable value:** `URL short code`
   * **Sample text:** `https://snte.me/DL123456789IN` (Example tracking link for template approval)
   * Click on **Create template** after filling in all the required details.

   [*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-e-commerce-businesses/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/c3SCAzZaxkIvCjRT4fcC" 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**

```
Shipment_details
```

* **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:**

  ```
  Hi {#var#}, your order #{#var#} has been shipped via {#var#}. Track it here: {#var#}. Thanks for shopping with us!
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** and **order id**&#x20;

**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 / SMS  template to the Automated workflow

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

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/b7a7oW8yE20>" %}

***

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/Im1bKZwd8Rk>" %}


# Automated Workflow For Booking Related Events

Helps to send instant messages to customers for booking confirmations, cancellations, and reschedules to ensure clear communication. This automated workflow setup is only for Wix-based businesses.

<table><thead><tr><th width="177.45452880859375">Automation Type </th><th width="119.9090576171875">Description</th><th width="138.2000732421875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td><a href="/pages/5T2rMW0LH322DUqjnRE9">booking_confirmed</a></td><td>Business manually or auto-confirms a booking made by user</td><td>confirms a pending booking. Let the consumer know their slot is officially confirmed</td><td>"<em>Hi [Name], your appointment has been confirmed. We’re excited to welcome you on [Date]!"</em></td></tr><tr><td><a href="/pages/k1lwnm2I1hCXVtBa0FtI">booking_cancelled</a></td><td>Customer or business cancels the booking</td><td>Acknowledge the cancellation and offer support or rebooking</td><td><em>"Hi [Name], your booking for [Service] on [Date] has been cancelled. Need help rescheduling?"</em></td></tr><tr><td><a href="/pages/zkLdxonllYvg5MdvqzK8">booking_rescheduled</a></td><td>Booking is moved to a new date/time</td><td>To let the customer  know the updated schedule</td><td><em>"Hi [Name], your booking has been rescheduled to [New Date] at [New Time]. Let us know if that works for you."</em></td></tr><tr><td><a href="/pages/7Ib5xTFntFp0t1hX2WdT">Booking_notify_staff</a></td><td>when a customer books a service then the assigned staff member will be notified instantly </td><td>To let the assigned staff member know about their next customer appointment details </td><td><p>A new service has been booked via home service website. </p><p>Customer name : [Name],</p><p>[Service name ],[Location],</p><p>[Date &#x26; Time].  </p></td></tr><tr><td><a href="/pages/lBjprNZdbrs47EdcZ13l">booking_reminder</a></td><td>a reminder message  for the scheduled appointment is sent to the customer.</td><td>To remind the customers of their scheduled appointment prior to reduce no shows.</td><td>Hi {{name}}, this is a reminder for your booking with {{service}} on {{date}} at {{time}}.<br>Need help? Manage your booking here: {{link}}<br>— {{business_name}}</td></tr><tr><td><a href="/pages/iV4BXxn8q4Lt5porhzK5">booking_abandoned</a></td><td>when a customer starts the booking process but doesn’t complete it. </td><td>Reminder complete theit booking</td><td>Hi {{customer name}}, you started booking your {{service title}} on {{date}} but didn’t finish it. Don’t miss your spot! Complete your booking here: {{link}}. For help, reply to this SMS.</td></tr></tbody></table>


# Booking ConfirmedTemplate

This section covers the use cases of automated messages sent to the customers when their booking gets confirmed and the steps involved in setting up such automated workflows.

### Use Case: Customer Books a Service Wix Bookings

{% embed url="<https://youtu.be/m8gEIARtqXs>" %}

When a customer books a service (e.g., spa session, class) via Wix Bookings, they should instantly receive a WhatsApp/ SMS  message confirming the booking with all the key details:

* Customer name
* Service booked
* Date & Time
* Venue or Location
* Any helpful instructions

<figure><img src="/files/u05cZ0O8cfMThbuNt5SG" alt=""><figcaption><p>Booking confirmed WhatsApp Template</p></figcaption></figure>

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Booking Confirmed** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/lSFBpK3pdjZhZ3yTDXAW" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `booking_confirmed` (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-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/SjqEbkBsr3RNEiFl6OEI" 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:** `Booking Confirmed`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

***Sample message :***&#x20;

`Hello {{1}}, your booking for {{2}} is confirmed.`\
`📅* Date and time*: {{3}}`\
`📍`` `*`Location`*`: {{4}}`\
`We look forward to seeing you!`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → service name
* `{{3}}` → Start Date and Time
* `{{4}}` → Location

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

3\. Click on **Create template** after filling in all the required details.

### 4. Add a Contact Us button

<figure><img src="/files/6ks8J26oqCwuGnnUHsrD" alt=""><figcaption><p>Step 4 : Add a Contact Us Button</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:** `Contact Support`
   * 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-booking-related-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/wEB2vtoTmS67xAYeuVFX" alt=""><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**

```
booking confirmed
```

* **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:**

  ```
  Hi {#var#}, your booking for {#var#} on {#var#}  is confirmed!
  We look forward to seeing you at {#var#}
  Need help? Just reply to this SMS.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time and location address.**

**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 / SMS template to the Automated workflow

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


# Booking Rescheduled Template

This section covers the use cases of automated messages sent to the customers when their booking gets rescheduled and the steps involved in setting up such automated workflows.

### Use Case: Notifying Customers of Booking Rescheduled

When a customer reschedules their appointment (e.g., time or date changes), an automated message should inform them of the new details and confirm the update.

<figure><img src="/files/qXe2eX0EtRUl9eiNQH7n" alt=""><figcaption><p>Template : Notifying Cuatomers of Booking Reschedule</p></figcaption></figure>

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS  template for the **Booking Rescheduled** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/kXOFAdpsjtIBat5TcZSc" alt=""><figcaption><p>Step 2 : Adding Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `booking_rescheduled` (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-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/6io989ivPzmD3n2wEZyt" alt=""><figcaption><p>Step 3 : Filling in the 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:** `Booking Rescheduled`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

***Sample message :***&#x20;

`Hi {{1}}, your booking for {{2}} has been successfully rescheduled.`\
`New Date and time : {{3}}`\
`Location: {{4}}`\
`Please be on time. Let us know if you need further changes.`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → service name
* `{{3}}` → Start Date and Time
* `{{4}}` → Location

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

3\. Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/vBN4jaHgDTCdGhn2oVOd" 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**

```
booking rescheduled
```

* **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:**

  ```
  Hi{#var#}, your booking for {#var#}has been rescheduled to {#var#}
  Location: {#var#}
  If you have any questions or need to make changes, reply to this SMS.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time and location address.**

**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 / SMS  template to the Automated workflow

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


# Booking Canceled Template

This section outlines the process to notify customers when they cancel a booking made through your Wix site.

### Use Case: Customer Cancels a Reservation or Appointment

When a customer cancels a reservation or appointment, sending a quick WhatsApp / SMS notification can confirm the cancellation and let them know about rescheduling options.

### Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Booking Canceled** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A.1.Setting up 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/dSyKVrxKY0kAPpUwFFCk" alt=""><figcaption><p>Step 2 : Confirm Template details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `booking_canceled_template` (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-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/ZWQzzNLUuRULtnzo4OUK" alt=""><figcaption><p>Step 3 : 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:** `Booking Cancelled`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

***Sample message :***&#x20;

`Hello {{1}}, your booking for* {{2}}* on`` `*`{{3}} at {{4}}`*` ``has been cancelled as per your request.`

`If you'd like to reschedule, please visit our website or contact us.`
\
`We hope to serve you soon.`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → service name
* `{{3}}` → Start Date and Time
* `{{4}}` → Location

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

3\. Click on **Create template** after filling in all the required details.

### 4. Add a Visit Website and Contact Us button

<figure><img src="/files/Av5gdtv7zCP7izAacCuz" alt=""><figcaption><p>Adding Buttons</p></figcaption></figure>

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

**Visit Website Button:**&#x20;

1. Click the **Add Button** > select **Visit Website**.
2. Configure details for the Call to Action section as follows:
   * **Type of Action:** Visit website
   * **Button Text:** `Visit Website`
   * **URL Type:** Static[  *\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL:** `https://yourstore.com`

**Contact us 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.**
   * Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/t1YAhwkvXTUobEC83aYH" alt=""><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**

```
booking 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:**

  ```
  Hi {#var#} your booking for {#var#} on {#var#}has been cancelled.
  If this was a mistake or you'd like to reschedule, please reply to this message or contact us directly.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time .**

**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 / SMS template to the Automated workflow

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


# Booking Reminder Template

This section outlines the process to set up automated booking reminders to reduce no shows.

### Use Case: Automated Booking Reminder for Service-Based Businesses

For businesses that offer appointments through **Wix Bookings**, such as salons, clinics, fitness studios, or consultation services, missed appointments can result in lost revenue and operational inefficiency.

By automating **booking reminder messages** via WhatsApp and SMS, businesses can ensure that customers are well-informed and less likely to forget their scheduled appointments.

{% hint style="info" %}
With Mercuri CX, you can schedule automated reminders at two key intervals — 24 hours and 30 minutes before the appointment — ensuring your customers stay informed and show up on time.
{% endhint %}

<figure><img src="/files/bDqkfGPHdd3xkPYb2Y8Y" alt="" width="374"><figcaption></figcaption></figure>

### Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Booking reminder** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A.1.Setting up 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/S6omiIqlOAUQdXPf3HBW" alt="" width="563"><figcaption></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `booking_reminder_whatsapp` (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-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/pA9p4bPRB0XAaazAI3tL" alt="" width="563"><figcaption></figcaption></figure>

**Header (Optional):**

*Note: Headers can contain only one variable if needed.*

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header)

**Body:**

1. Add the message content in the **Body** section of the template.
2. To include dynamic information like customer name and service details, use the **"Add Variable"** button located at the right end of the Body field.&#x20;

***Sample message :***&#x20;

`Hi {{1}}, 👋`\
`This is a friendly reminder from`` `**`{{2}}`**`.`\
`You're scheduled for`` `**`{{3}}`**` ``on`` `**`{{4}}`**` ``.`

`We look forward to seeing you!`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → business name
* `{{3}}` → service title
* `{{4}}` → Start Date and Time

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

3\. Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/kKtPmqAsoVLu4LDoh7Da" alt="" width="506"><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**

```
booking reminder SMS 
```

* **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:**

  ```
  Hi {{name}}, reminder: You have an appointment for {{service}} at {{business_name}} on {{date and time}}.

  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time .**

**5. Preview**

View the **SMS Preview** to see how the final message will appear to customers.

<figure><img src="/files/VPFfIU5pyTBE5oPC0Eyu" alt="" width="441"><figcaption></figcaption></figure>

**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 / SMS template to the Automated workflow

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

***

### Video Tutorial

<mark style="color:blue;">**Video Tutorial for WhatsApp Automation**</mark>

{% embed url="<https://youtu.be/BL0Fo4snWbw>" %}

***

<mark style="color:blue;">**Video Tutorial for SMS Automation**</mark>

{% embed url="<https://youtu.be/jyPAG-JIbRo>" %}


# Setting Up Time Intervals for Booking Reminder Automation

{% embed url="<https://youtu.be/Af36oTwuVsM>" %}

Timely reminders play a key role in reducing no-shows and keeping your customers engaged. With Mercuri CX, you can easily configure when these reminders are sent.

**Default Intervals:**

* A reminder is sent **24 hours (1 day)** before the appointment.
* Another reminder is sent **1 hour** before the appointment.

If preferred, you can remove one of these intervals, but at least one reminder must always be set up.

**Adding Custom Intervals:**

1. During automation setup, navigate to the Reminder Configuration section.
2. Click on “Add Another Reminder”.
3. Choose your preferred interval (e.g., 2 days before, 6 hours before, or 30 minutes before the appointment).

{% hint style="info" %}
📌 **Note:** *The reminder may be delivered up to **10 minutes earlier or later** than the exact scheduled time.*
{% endhint %}

### Best Practices:

* Always set at least one reminder (mandatory).
* Avoid overwhelming customers with too many notifications; 2 to 3 well-timed reminders are often most effective.
* Consider your customer’s time zone when scheduling reminders.


# Booking Notify Staff Template

This section outlines the process to notify staff members when they customer books a service through Wix booking platform

### How to sync your staff contacts with Mercuri CX?

Before getting started with the Automation, you must sync your staff contact details with Mercuri CX.

Here's how you can do that :

* Navigate to Settings > Teams in your Mercuri CX dashboard.
*

```
<figure><img src="/files/lLTqRAhLI1jv73b8KEUA" alt="" width="563"><figcaption><p>Teams section in Mercuri CX dashboard</p></figcaption></figure>
```

* Click on  " Sync users from Wix" in the top right corner of the teams section to import the contact details of your staff.&#x20;
* After importing the contact details, update the phone number and permissions for each of your staff from the imported user list.

<figure><img src="/files/q2FkLvLToFK1FFL2Lmuc" alt="" width="563"><figcaption></figcaption></figure>

&#x20;*Note: while importing contacts from Wix into Mercuri CX, the name and email of the staff will be imported.*

### Use Case: Staff Members to get notified when a Customer books a Home Service.

When a customer books an A/C Repair service on the Wix Service Booking platform, the assigned person/staff immediately gets notified through WhatsApp / SMS communication channel with the customer details, time of service appointment, and other necessary details.

{% embed url="<https://youtu.be/GqzQKtBBLdQ?si=ex_bpYXOTN7cpk-Y>" %}

### Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Booking Notify Staff** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A.1.Setting up 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**

**Fill in the basic template info:**

* **Template Name:** `booking_notify_staff_template` (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-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **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:** `Booking notify staff`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

***Sample message :***&#x20;

```
A new service has been booked via the Home service website.
```

```
Customer name: {{1}}Service: {{2}}Date and Time: {{3}}Contact: {{4}}
```

```
Please be prepared accordingly.
```

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → service name
* `{{3}}` → Start Date and Time
* `{{4}}` →customer contact

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

3\. Click on **Create template** after filling in all the required details.

</details>

<details>

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

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**

```
booking Notify staff
```

* **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:**

  ```
  📢 New booking alert!
  Customer: {#Customer Name#}
  Service: {#Service Name#}
  Date & Time: {#Date & Time#}
  Please be prepared.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time .**

**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 / SMS template to the Automated workflow

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


# Booking Abandoned Automation

This section outlines the process to notify customers when they abandon their booking midway.

### Overview

Booking abandonment happens when a customer starts the booking process but doesn’t complete it. To bring them back and recover lost revenue, you can set up an automated WhatsApp/SMS  reminder using the **Booking Abandoned Automation**.

{% hint style="info" %}
**Note:** If the customer does not complete the checkout within 60 minutes of initiating a booking, it is considered abandoned. The reminder message will be sent automatically once the automation is turned on.
{% endhint %}

### Use Case Example

**Business Type:** Yoga Studio\
**Scenario:**\
A customer named **Arun** started booking a **Yoga Class** on **23rd November**, but didn’t finish the booking.

**Goal:**\
Send him a friendly WhatsApp reminder to complete the booking and offer support if needed.

<figure><img src="/files/j9le0Xt9Zm7LZK6TFek2" alt="" width="347"><figcaption></figcaption></figure>

### Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Booking abandoned** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A.1.Setting up 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/5DOQpbDzPk7ZwOVEnkXh" alt=""><figcaption></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `bookings_abandoned` (Use an easy name to identify later)
* **Language:** `English` (or as per your customer base)
* **Category:** `Marketing`&#x20;

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

3. **Fill Template Components**

**Header (Optional):**

<figure><img src="/files/FtoVHrN9XjIYslUQJt2j" alt=""><figcaption></figcaption></figure>

* In the **Header** section, choose the type of media you want for the header.
* From the dropdown, select **Text** (since we want to display a text-based header).
* Enter the text for your header.
* To make it dynamic, use **variables (`{{1}}`, `{{2}}`, etc.)** so that the header automatically changes based on customer or service details.

👉 Example:\
`Complete Your Booking {{1}}`

Here, `{{1}}` will be replaced with the service title (e.g., "Yoga class").

* Scroll to **Samples for header content**.
* For each variable, provide a:
  * **Value Type** → e.g., Service Title
  * **Sample Value** → e.g., Yoga class

This helps Meta review and approve your template by understanding how variables will be used.

*<mark style="color:$danger;">Note: Headers can contain only one variable if needed</mark>*

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header)

**Body:**

<figure><img src="/files/c6kheHqYfh7t40BDiSiE" alt=""><figcaption></figcaption></figure>

1. Add the message content in the **Body** section of the template.
2. To include dynamic information like customer name or service title, use the **"Add Variable"** button located at the right end of the Body field.&#x20;

***Sample message :***&#x20;

```
Hi {{1}},
We noticed you started booking {{2}} on {{3}}, but didn't complete it. We don't want you to miss out!

If you need any assistance or have questions, we're here to help. Just reach out to our team or click the link below to complete your booking:

Looking forward to serving you soon!ice website.
```

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note: Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → service Title
* `{{3}}` → Start Date and Time

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

**Add Complete Booking Button :**&#x20;

1. Click the **Add Button** > select **Visit Website**
2. Configure details for the Call to Action section as follows:
   * **Type of Action:**  Visit Website
   * **Button Text:** `Complete Booking`&#x20;
   * **URL Type:** `Dynamic`   [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL :** `https://yourstore.com/checkout/{{1}}`
3. Under **Sample URL Setup**:
   * **Variable value:** `Booking Checkout Link` &#x20;
   * **Sample text:**   `https://yourstore.com/checkout/12345`<sub>*(Example of  tracking link for template approval)*</sub>
   * Click on **Create template** after filling in all the required details.

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

</details>

<details>

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

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**

```
booking abandoned
```

* **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:**

  ```
  Hi {{1}}, you started booking your {{2}} on {{3}} but didn’t finish it. Don’t miss your spot! Complete your booking here: {{4}}. For help, reply to this SMS.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time , booking checkout link.**

**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 / SMS template to the Automated workflow

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


# Automated Workflow For Restaurant Table Reservations

Wix-based restaurants can set up automated workflows to notify customers instantly when a table reservation is created or canceled.

<table><thead><tr><th width="184">Automation Type </th><th>Description</th><th width="242.199951171875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td><a href="/pages/nh3WdkgGzADuUxiJ0niU">Table Reservation Created</a></td><td>Triggered when a customer successfully books a table through your Wix website.</td><td>To reassure the customer that their reservation is confirmed and avoid confusion or no-shows.</td><td><em>“Your table is reserved for [Date, Time]. See you soon!”</em></td></tr><tr><td><a href="/pages/erxZkYTifWJSQKor7f72">Table Reservation Cancelled</a></td><td>Triggered when a customer or staff cancels a table booking.</td><td>To promptly inform the customer about the cancellation and prevent them from showing up unaware.</td><td><em>“Your table reservation for [Date, Time] has been canceled.”</em></td></tr></tbody></table>


# Table Reservation Created Template

This section covers the use cases of automated WhatsApp messages sent to customers when a table reservation is confirmed , along with the steps involved in setting up such automated workflow.

### Use Case 1 : Reservation Confirmed

<figure><img src="/files/68PiCuwBI3KWlhgJeeYR" alt=""><figcaption><p>Table Reservation confirmation</p></figcaption></figure>

When a customer books a table via your restaurant's reservation system, they should receive a WhatsApp / SMS  message with:

* Date & Time of reservation
* Party size
* Customer name

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp/ SMS template for the **Table Reservation Confirmation** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/XrM9wXLiggOwPED381lw" alt=""><figcaption><p>Step 2 : configure template details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `table_reservation_confirmed` (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-table-reservations/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/TncaEZrmPwqZE59c25G1" 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:**  `Reservation Confirmed`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-table-reservations/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hello {{1}} ,`

`Thank you for your table reservation for {{2}} on {{3}}.`
\
`Your table is confirmed under the name {{4}}.`
\
`We are looking forward to welcoming you!`
\
`If you need to make any changes or have any questions, please reply to this message.`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note : Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → Part size
* `{{3}}` → Date and Time
* `{{4}}` → Customer name
*

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

3. Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/r0WVirJmHhzCFwnXrmXj" 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**

```
table_reservation_confirmed
```

* **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:**

  ```
  Hi! Your table for {#var#} is confirmed for {#var#}
  We look forward to serving you. Reply to this SMS if you have any questions.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time .**

**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 / SMS template to the Automated workflow

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


# Table Reservation Canceled Template

This section covers the use cases of automated WhatsApp messages sent to customers when a table reservation is canceled , along with the steps involved in setting up such automated workflow.

### Use Case 1 : Reservation Canceled

<figure><img src="/files/LEIU1RDM02VKXEvOoHCo" alt=""><figcaption><p>Table Reservation Canceled Template</p></figcaption></figure>

When a customer cancels their table reservation, they should receive a WhatsApp / SMS message that includes:

* Customer name
* Date and time
* Optional link to rebook

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **Table Reservation Cancellation** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/v9HQuPGOH7ic0XlvQiXw" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `table_reservation_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-table-reservations/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="/files/95HZVIZVWwzIESFfgVUV" alt=""><figcaption><p>Step 3 : 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:**  `Reservation Canceled`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-table-reservations/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-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.&#x20;

Sample message :&#x20;

`Hello {{1}}, your table reservation scheduled on {{2}} is canceled.`\
`We hope to serve you another time.`\
`Feel free to rebook anytime !`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

Note : Each `{{ }}`  It is a placeholder that gets replaced dynamically during automation:

* `{{1}}` → Customer name
* `{{2}}` → date and time

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

3. Click on **Create template** after filling in all the required details.

### 4. Adding Book Again Button

<figure><img src="/files/VlkVWSDnDpGwrRmk56ou" alt=""><figcaption><p>Step 4 : Adding Book Again Button</p></figcaption></figure>

1. Click the **Add Button** > select **Visit Website**
2. Configure details for the Call to Action section as follows:
   * **Type of Action:**  Visit Website
   * **Button Text:** `Book Again`
   * Select URL type as **Static and** enter your website reservation page URL in **Website URL section.**

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-restaurant-table-reservations/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/2wkDrXosWIEHOx2ulHcm" 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**

```
Table reservation 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:**

  ```
  Hi! Your table reservation for {#var#} on {#var#} has been cancelled . Need help? Contact us to reschedule.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **party size and date and time**&#x20;

**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 / SMS template to the Automated workflow

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


# Automated Workflow For Restaurant Order Events

Automate messages for key order events like pickup, delivery, order acceptance, or cancellations.Ideal for WIX based Restaurant websites.

<table><thead><tr><th width="184">Automation Type </th><th>Description</th><th width="242.199951171875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td><a href="/pages/3uli74rAnKxd15jNyoTx">Pickup Order Created</a></td><td>Triggered when a customer places an order for self-pickup.</td><td>To confirm that the pickup order has been received and is being processed.</td><td>“<em>We've received</em> <em>your pickup order #[Order ID]. We’ll notify you when it’s ready.”</em></td></tr><tr><td><a href="/pages/3uli74rAnKxd15jNyoTx">Delivery Order Created</a></td><td>Triggered when a customer places an order for home delivery.</td><td>To confirm the delivery order has been received.</td><td><em>“Your delivery order #[Order ID] has been received. It’ll be on its way soon!”</em></td></tr><tr><td><a href="/pages/F3wMvEnjXT6lIET33l9C">Order Accepted</a></td><td>Triggered when the restaurant confirms and starts preparing the order.</td><td>To inform the customer that their order is accepted and being prepared.</td><td><em>“Your order #[Order ID] has been accepted and is being prepared!”</em></td></tr><tr><td><a href="/pages/hQeaKES0j18OjTd5JIOh">Restaurant Order Canceled</a></td><td>Triggered when the restaurant cancels the order.</td><td>To notify the customer about the cancellation and avoid confusion or waiting.</td><td>“<em>We’re sorry! Your order #[Order ID] has been canceled. Please contact support.”</em></td></tr><tr><td><a href="/pages/AYEErRQ9dr3JFkqG8ahl">Order Fulfilled</a></td><td>Triggered when the order is ready for pickup or has been handed over for delivery.</td><td>To let the customer know their order is complete and ready for pickup or out for delivery.</td><td><em>“Your order #[Order ID] is fulfilled! It’s either ready for pickup or on the way.”</em></td></tr></tbody></table>


# Restaurant Order Accepted Template

This section covers the use cases of automated messages sent to customers when a restaurant accepts and starts preparing order, along with the steps involved in setting up such automated workflow.

## Use case : Instant Order Acknowledgement

<figure><img src="/files/JMGoI1AW2iBLLchtVz64" alt=""><figcaption><p>Order Accepted Template</p></figcaption></figure>

When a restaurant confirms an incoming order and begins preparation, customers should receive a WhatsApp / SMS message containing:

* Order number
* Status update ("Order accepted and being prepared")
* Restaurant name (if relevant)
* Link to Contact support.

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp template for the ***Restaurant Order Accepted*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/MyMBHElize8y0EpLESyr" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Restaurant_order_accepted` (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/SHeQD3XruveclOJYsLlT" 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 Update`

\[[*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;

`Hi {{1}}, your`` `*`order #{{2}}`*` ``has been accepted and is now being prepared by the restaurant. We’ll notify you when it’s ready for pickup or delivery.`

`In case of any order related query`` `*`Contact Us`*&#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. **Add Contact Us Button**

<figure><img src="/files/2v2wMrm8MedQWZyHyqaK" alt=""><figcaption><p>Step 4 : Add contact us Button</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:** `Contact Support`
   * 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/yDq7kjvWzc8OGta0flmy" 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 created
```

* **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:**

  ```
  Hey {#var#} Your order {#var#} has been accepted and is being prepared. We’ll keep you posted.
  ```

**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 / SMS template to the Automated workflow

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


# Restaurant Order Fulfilled Template

This section covers use cases of automated messages when an order is marked as fulfilled , either ready for pickup or handed over to the delivery partner.

## Use case : Final Order Completion Notification

<figure><img src="/files/DJOFJdlaaiQlqxL2AS0g" alt=""><figcaption><p>Order Prepared Template</p></figcaption></figure>

When an order is fulfilled:

* The customer should be notified immediately
* It may include status (ready for pickup/delivery)
* Additional info, like time or address, can be appended if needed

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp template for the ***Restaurant Order Fulfilled*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/kwzIGvkpU7MlUsWYVe0x" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `Restaurant_order_Fulfilled` (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/mAKtbiTJCU5Rmh1sSC14" 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 Prepared`

\[[*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;

`Hi {{1}}, your`` `*`order #{{2}}`*` ``is now fulfilled!`
\
`Your order is ready for`` `*`{{3}}`*

*`* Thank you for ordering from us.*`*&#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
* `{{3}}` → Fulfillment type

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

</details>

<details>

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

<figure><img src="/files/fevJojLPyFzBZ5oKvnTI" 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 fulfilled
```

* **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:**

  ```
  Your order {#var#} is fulfilled! It’s ready for  {#var#}. Thank you for ordering from us!
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **restaurant order ID and fulfillment type.**

**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 /SMS template to the Automated workflow

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


# Restaurant Order Cancelled Template

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

<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.


# 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

<figure><img src="/files/sgYpCUwxfXKBCikf15Ek" alt=""><figcaption><p>Pickup order Confirmed Template</p></figcaption></figure>

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

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the ***Pickup Order Created*** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/OSgTB12M6FaiL03NL6DY" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**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) &#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/5fBQ304OuLNfPJhrBC6k" alt=""><figcaption><p>Step 3 : Fill Template components details</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:**  `Pickup Order Received`

\[[*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;

`Hi {{1}}, we’ve received your pickup order* #{{2}}.*`
\
`We’ll notify you as soon as it’s ready for pickup!`

**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/EtopnymCwxxti6tQmKQx" alt=""><figcaption><p>Add a contact support Button</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:** `Contact Us`
   * 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/V7BXglLQAwLzrOeEZJIq" 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 pickup order created
```

* **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:**

  ```
  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.

</details>

### 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.


# Automated Workflow For Customer Signup

Automates a message when new customers successfully sign up into the WIX or Shopify based business website.

<table><thead><tr><th width="184">Automation Type </th><th>Description</th><th width="242.199951171875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td>New Customer Sign up</td><td>Triggered when a user successfully completes the signup form.</td><td>Confirms successful account creation and welcomes the user, establishing the brand's tone and first impression.</td><td><em>“Welcome to [Brand Name], [First Name]! Your account has been created successfully.”</em></td></tr></tbody></table>

***

### New Customer Signup Template

This section covers the use case of sending an automated WhatsApp / SMS message when a **new customer signs up** on your Wix website and the steps involved in setting up the workflow.

### Use case: Welcoming New Users

{% embed url="<https://youtu.be/4yIS6pzN9eo>" %}

<mark style="color:blue;">**To learn how to set up SMS automation for new customer sign-ups**</mark><mark style="color:blue;">,</mark> [<mark style="color:blue;">**click here**</mark>](#video-resources)

When a new user signs up via the Wix website, the system should send a WhatsApp / SMS  message containing:

* Welcome message
* Customer name
* Brand/store name
* An optional button to explore or start shopping

<figure><img src="/files/CfCReVilcPhV5e3zHaCt" alt=""><figcaption><p>New User Signup Templates</p></figcaption></figure>

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS template for the **New customer sign-up** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/XdaflVH6qIVNEKhEb4SV" alt=""><figcaption><p>Step 2 : Configure Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `New_signup_welcome` (Use an easy name to identify later)
* **Language:** `English` (or as per your customer base)
* **Category:** `Marketing` (since it's promotional in nature and welcoming)

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

3. **Fill Template Components**

<figure><img src="/files/MNHttANT6kIPRglTViLj" 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:**  `Mercuri CX`

\[[*Click here to explore different media that can be added to the header*](https://docs.mercuri.cx/features/automations/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;

`Hi {{1}},`\
`Welcome to Mercuri CX. We’re excited to have you on board. 🎉`\
`Explore our products, offers, and more.`\
`If you ever need help, we’re just a message away!`&#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

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

4. **Add Website and Contact  Us  Button**

<figure><img src="/files/YhjjjY1mTuyxUoeNNJT6" alt=""><figcaption><p>Step 4 : Adding website and contact us buttton</p></figcaption></figure>

**Website Visit Button:**

1. Click the **Add Button** > select **Visit Website**.
2. Configure details for the Call to Action section as follows:
   * **Type of Action:** Visit website
   * **Button Text:** `Explore our Product Range`
   * **URL Type:** Static  [*\[*&#x43;lick here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components#different-url-types-in-call-to-action-buttons)
   * **Website URL:** `https://yourstore.com`

**Contact us 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.**
3. Click on **Create template** after filling in all the required details.

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/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/mKLh8XsdvUWIwH72fIgF" alt=""><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**

```
New Consumer Signup
```

* **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:**

  ```
   Hi {#var#}, welcome aboard! You’ve successfully signed up. We’re excited to have you with us. Stay tuned for updates and offers!
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like consumer name **.**

**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 /SMS template to the Automated workflow

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

***

### Video Resources

<mark style="color:blue;">**SMS Automation**</mark>&#x20;

{% embed url="<https://youtu.be/BN5wBlE7O1Q>" %}


# Automated Workflow For Forms

Automates a message when customers fill the form, confirming receipt and providing clarity on the next steps or expected response time.

<table><thead><tr><th width="184">Automation Type </th><th>Description</th><th width="242.199951171875">Why should you send a message ?</th><th>Example message</th></tr></thead><tbody><tr><td>Form Submitted</td><td>Triggered when a user completes and submits a form.</td><td>Confirms the user's action, communicates what will happen next, and builds trust in the process.</td><td><em>“We’ve received your request. Our team will get back to you shortly.”</em></td></tr></tbody></table>

***

### &#x20;Customer Form Submission Acknowledgement Template

This section covers the use case of sending an automated WhatsApp / SMS message when a user submits a form on your website (e.g., contact form, appointment request, callback request), and outlines the steps to set up this workflow.

### Use Case: Customer Form Submission Acknowledgement

<figure><img src="/files/DwfXtOCiSV0h6r6iPmce" alt=""><figcaption><p>Customer Form submission Acknowledgement</p></figcaption></figure>

When a user fills out and submits a form on your Wix website, an automated WhatsApp /SMS message should be sent to:

* Acknowledge receipt of the form
* Confirm the user's action
* Communicate next steps clearly

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp template for the **Form Submitted** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-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/FHMgZXn1D43Wj9fGkRqb" alt=""><figcaption></figcaption></figure>

**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*](https://docs.mercuri.cx/features/automations/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category)]

3. **Fill Template Components**

<figure><img src="/files/E1LeGqh34xoiqdM0KtMb" 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:**  `Form Received`

\[[*Click here to explore different media that can be added to the header*](https://docs.mercuri.cx/features/automations/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;

`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** :&#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}}` → Resource name

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

3. Click on **Create template** after filling in all the required details.

</details>

<details>

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

<figure><img src="/files/wswqLSnZ64UEAbtFF2MO" 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**

```
Form submission confirmation
```

* **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:**

  ```
   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**&#x20;

**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 /SMS template to the Automated workflow

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


# Templates

Templates help businesses send structured, pre-approved messages to customers on WhatsApp and SMS.&#x20;

Whether it’s a welcome message, order confirmation, payment reminder, or promotional offer, templates ensure your communication is consistent, compliant, and quick to send.

### **Why Templates Matter:**

* **WhatsApp Compliance**: WhatsApp requires businesses to use pre-approved message templates when initiating a conversation. This keeps messaging relevant and spam-free.
* **Speed & Consistency**: Send quick, uniform responses while preserving your brand tone.
* **Personalization**: Add dynamic fields (e.g., name, order ID) to tailor messages effortlessly.

***

<table data-view="cards"><thead><tr><th></th><th data-type="content-ref"></th><th data-type="content-ref"></th></tr></thead><tbody><tr><td><sub><em><strong>Explore Common WhatsApp Template Queries Here</strong></em></sub></td><td><a href="/pages/PRp1Nu3Hvnw4mVy05p4n">/pages/PRp1Nu3Hvnw4mVy05p4n</a></td><td><a href="/pages/y1Hhk9EVYdDwzdINHEqz">/pages/y1Hhk9EVYdDwzdINHEqz</a></td></tr><tr><td><sub><em><strong>Explore SMS template Queries here</strong></em></sub> </td><td><a href="/pages/nybdm0nnqC2UHjxaS5pO">/pages/nybdm0nnqC2UHjxaS5pO</a></td><td></td></tr></tbody></table>


# WhatsApp Templates

The Templates section in the Mercuri dashboard lets you create and manage **WhatsApp templates** and **interactive templates.**&#x20;

In this section, you can

* Create and manage **WhatsApp templates** for predefined messages
* Create **interactive templates** with buttons and quick replies
* Define reusable message formats for common communication scenarios
* Structure conversations to guide users through clear actions


# Creating Your First WhatsApp Template

WhatsApp message templates are pre-approved message formats required for sending notifications, alerts, and promotions via the WhatsApp Business API.

<figure><img src="/files/QZWVdt7Gom7w6RpQJJkI" alt=""><figcaption></figcaption></figure>

### Types of WhatsApp message templates

* **Transactional/Utility:** Order updates, appointment confirmations, and shipping alerts.
* **Marketing:** Special offers, discounts, and event announcements.

### &#x20;Template Structure&#x20;

| Section | Required | Description                                                                                                                                                                                                                    | Example                                                             |
| ------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------- |
| Header  | optional | Used for key highlights such as order numbers or promotions.                                                                                                                                                                   | 📦 Your Order #{{1}} has shipped!                                   |
| Body    | required | <p></p><ul><li>The main message with placeholders (e.g., {{1}}, {{2}}).</li><li>Must be clear, concise, and follow WhatsApp's content policies.</li></ul>                                                                      | Hello {{1}}, your order will arrive on {{2}}. Track it here: {{3}}. |
| Footer  | optional | Short closing text, such as a sign-off or disclaimer                                                                                                                                                                           | Thank you for choosing Mercuri!                                     |
| Buttons | optional | <p></p><p>Add interactivity with:</p><ul><li><strong>Quick Reply:</strong> Allows customers to respond with pre-defined options.</li><li><strong>Call-to-Action (CTA):</strong> Opens a URL or dials a phone number.</li></ul> | \[Track Order] \[Contact Support]                                   |

***

### How to create a WhatsApp template in Mercuri

1. Log in to your ***Mercuri dashboard*** at <https://client.mercuri.cx/auth/signin>
2. Navigate to ***Templates > WhatsApp.***&#x20;
3. Under the **WhatsApp Template** tab, click on ***Create Template,*** or if you want to know how to edit the existing template, [***click here***](/features/templates/whatsapp-templates/creating-your-first-whatsapp-template#how-to-edit-existing-whatsapp-templates)**.**

<figure><img src="/files/mrAbCaodQ3po2y0hOQhs" alt="" width="563"><figcaption></figcaption></figure>

4. In the dialog box titled  "***Create WhatsApp Template***", select the required WhatsApp account and click on the ***"Create Template "***  button.

<figure><img src="/files/QZ9NDBZlM91sQ5M8QdnD" alt=""><figcaption></figcaption></figure>

4. Fill in the template details:&#x20;

* **Template Name**: A unique identifier for internal use.
* **Language**: Select the language of the template.
* **Category**: Choose the required category for the template (*Marketing, Utility).*

<figure><img src="/files/FV0WTabmw7r671VtuPSF" alt="" width="563"><figcaption></figcaption></figure>

* **Message content :**

  * ***Header(optional)***: Add a title or media.
  * ***Body***: Write your message text. You can use placeholders (variables) if needed.
  * ***Footer(optional)***: Add a short note at the bottom.
  * ***Buttons(optional)***: Add call-to-action buttons like "***Quick Reply***" or "***Call to Action***".

  <figure><img src="/files/nVvKvB3vo2YmoarhyxKr" alt="" width="373"><figcaption></figcaption></figure>

6. A template Preview will appear in the right corner, showing how your message will look.
7. Click "***Create Template***" to submit it for WhatsApp review and approval.&#x20;

***

### Where to track the status of the WhatsApp template?

<figure><img src="/files/4TvShcWGJ5hoI3w54GJm" alt=""><figcaption><p>Whatsapp Template Approval Status</p></figcaption></figure>

1. Go to  to ***Templates > WhatsApp*** in the dashboard.
2. You can view the status directly in the listed whatsapp templates or use the "***All Statuses***" filter on whatsapp templates section to refine your search.

**Template Status Types:**

* **Approved**: The template is approved and ready for use.
* **Rejected**: The template was rejected. Edit the template to correct any issues and resubmit it for review.
* **Pending**: The template is under review by WhatsApp and awaiting approval.

***

### How to edit existing WhatsApp templates?

* Navigate to **Templates > WhatsApp** in your dashboard.
* Select the template you want to edit and click the **edit icon**.
* You can modify all components **except** the **language** and **category**.


# Understand WhatsApp Template components

This section provides a detailed walkthrough of the various components within a WhatsApp message template.

***Explore Different WhatsApp Template Components***&#x20;

<table data-view="cards"><thead><tr><th></th><th></th><th data-type="content-ref"></th><th></th><th data-hidden data-card-cover data-type="files"></th></tr></thead><tbody><tr><td><mark style="background-color:blue;"><strong>Template Categories</strong></mark></td><td><sub><em>Understand different WhatsApp Template categories:</em><em> </em><em><strong>Marketing , Utility , Authenticatio</strong></em><em>n</em></sub></td><td><a href="/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category">/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category</a></td><td></td><td><a href="/files/Qo4X1NGT6nPlCDdQrTUK">/files/Qo4X1NGT6nPlCDdQrTUK</a></td></tr><tr><td><mark style="background-color:blue;"><strong>Header</strong></mark></td><td><sub><em>Explore different media types available .Understand when and how to use s</em><em><strong>tatic and dynamic media type.</strong></em></sub></td><td><a href="/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header">/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header</a></td><td></td><td><a href="/files/vexdj2RQY4aq4C4lKpqE">/files/vexdj2RQY4aq4C4lKpqE</a></td></tr><tr><td><mark style="background-color:blue;"><strong>Template Buttons</strong></mark></td><td><sub><em>Explore different</em><em> </em><em><strong>template buttons</strong></em><em> </em><em>to enhance customer experience and engagement.Understand when to use Static and Dynamic URLs for CTA Buttons</em></sub></td><td><a href="/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons">/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons</a></td><td></td><td><a href="/files/Jqk3vtYFskgFQhjLBqnk">/files/Jqk3vtYFskgFQhjLBqnk</a></td></tr></tbody></table>

***

### 1. Template Category

WhatsApp classifies the templates into 3 categories :&#x20;

* **Marketing**&#x20;

Used for **promotional or upsell** messages such as offers, product recommendations.

**Example Use Case:** Special discount offer

**Sample Message:**`🎉 Hey {{1}}, enjoy 20% off on your next purchase with code WELCOME20!`\
`Offer valid till {{2}}.`\
`Don’t miss out — click below to shop now!`\
`[Shop Now]`

***

* **Utility**

Used to send **important updates or information** that customers need, such as order confirmations, reminders, account updates, or shipping notifications.

These messages are generally triggered based on user actions.

**Example Use Case:** Shipping confirmation

**Sample Message:**`Hello {{1}}, your order #{{2}} has been shipped via {{3}}.`
\
`Tracking number: {{4}}`\
`Expected delivery in 3–5 business days.`\
`Tap below to track your package.`\
`[Track Now]`&#x20;

***

* **Authentication**

Used for sending **OTP codes** and **login verification messages** securely.

* **Example Use Case:** One-time password for login
* **Sample Message:** `Your login code is: {{1}}`\
  `This code is valid for 10 minutes.`\
  `Do not share it with anyone.`&#x20;

***

### 2. Template Header

The **header** is the top section of a WhatsApp message template and can include either **text** or **media** to add context or emphasis to your message.

<figure><img src="/files/eGnqH6sEP9Csq81TVvA5" alt=""><figcaption></figcaption></figure>

1. **Text Header**

* A simple line of text that highlights the main message.
* **Only one variable** in the text header is allowed(e.g., customer name or order ID)

2. &#x20;**Media Header**

* Supports **images, videos, documents**, or **locations** to visually enhance the message.

#### Media Type

| Aspect          | Static Media                                               | Dynamic Media                                                   |
| --------------- | ---------------------------------------------------------- | --------------------------------------------------------------- |
| Definition      | The same media (image, video, etc.) is sent to every user. | The media changes based on the recipient or event.              |
| Use case        | Promotional banner, brand logo, standard brochure.         | Product image based on user’s order, personalized invoice, etc. |
| Personalization | No personalization ,same content for all.                  | Highly personalized ,tailored for each user.                    |
| Media support   | Supports all media (images,videos,documents,location)      | As of now , wix and shopify support only dynamic images         |

{% hint style="info" %}
While the WhatsApp Business API supports dynamic media (image, video, document, location), **platforms like Wix and Shopify currently allow only dynamic image headers.**\
Dynamic **videos, documents, and locations are not supported on these platforms** at the moment.
{% endhint %}

<table><thead><tr><th>Media Type </th><th>Max Size</th><th data-hidden></th></tr></thead><tbody><tr><td>Images</td><td>5 MB</td><td></td></tr><tr><td>Videos</td><td>16 MB</td><td></td></tr><tr><td>Documents </td><td>100 MB</td><td></td></tr></tbody></table>

#### Steps to add Static and Dynamic Media

{% tabs %}
{% tab title="Static media" %}
**Use case**

*A restaurant wants to notify all customers about a festive offer.*

***Header Image:** Diwali offer banner (`diwali_offer.png`)*

* ***Usage:** The same banner is shown to all users.*
* ***Result:** Everyone receives the same image, regardless of their order or preferences.*

**Steps to Add a Static Image in the header :**&#x20;

1. Select **Media** as the header from the drop-down. Select the required media (*here image is selected).*
2. Set the type to **Static.**
3. Upload a sample image in the sample value box&#x20;

<figure><img src="/files/y0Til3q98IDAvmurv0xE" alt=""><figcaption><p>Static Image in header</p></figcaption></figure>
{% endtab %}

{% tab title="Dynamic Media" %}
**Use case**&#x20;

A D2C skincare brand wants to send shipping updates with a picture of the exact product the customer ordered.

**Header image**: Image of the exact serum that the customer has ordered.

**Steps to Add a Dynamic Image in the header :**&#x20;

1. Select **Media** as the header from the drop-down. Select the required media (*here image is selected).*
2. Set the type to **Dynamic.**
3. Set the variable value as **Product Image URL** and upload a sample image in **the sample value** section.

<figure><img src="/files/TuY9lffl2j2JIoH1mznN" alt=""><figcaption><p>Dynamic Image as header</p></figcaption></figure>
{% endtab %}
{% endtabs %}

***

### 3. Template Buttons

<figure><img src="/files/CcwYFdEpwpLQ0sF9xlD8" alt=""><figcaption><p>Different Types of Available buttons </p></figcaption></figure>

Adding buttons to a WhatsApp template enhances user experience by enabling **easy, one-tap actions** directly from the message.

For example, instead of just sending shipment details in text, including a **“Track Now”** button allows the user to **directly open the tracking page**, improving efficiency and engagement.

#### Types Of Template Buttons

* Quick Reply Button
* Call to Action Button

#### Quick Reply Buttons

*Purpose*

Quick reply button provides predefined options for users to choose from in response to a message. Ideal for gathering information, providing quick answers, or guiding users through a workflow.

**Examples**

* "Yes, I’m interested."
* "Change Delivery Time"
* "Cancel Booking"

{% hint style="info" %}
One can include a maximum of ***3 Quick Reply Buttons*** per Template&#x20;
{% endhint %}

#### Call to Action Buttons

*Purpose*

To **redirect users to take a specific action,** such as visiting a website, calling a number, or copying an offer code.

*Options*

1. **Visit Website**

* Opens a link in the browser.
* Can be **static** (same for all users) or **dynamic** (personalized per user, e.g., `https://track.com/{{1}}`). [ *\[Click here to understand the Difference between static and dynamic URLs\]*](#different-url-types-in-call-to-action-buttons)

2. **Call Phone Number**

* Opens the phone dialer with a **predefined number**.
* Helpful for customer support, reservations, or service inquiries.

3. **Copy Offer Code**

* Let users **copy a promo code** with a tap, without needing to select or highlight.

{% hint style="info" %}
One can include a maximum of ***2 Call-to-Action buttons*** per template.
{% endhint %}

***

### Different URL Types in Call-to-Action Buttons

When setting up **Call-to-Action** (CTA) buttons in WhatsApp templates, URLs help guide users to specific web pages.&#x20;

These URLs can be categorized into two types: **Static URLs** and **Dynamic URLs**, depending on whether the link remains the same for all users or varies based on user-specific data.

#### **Static URLs**

A **Static URL** is a fixed web address that **remains the same for all users**. It does not change based on user inputs or user-specific actions.

**Use Case**

Use Static URLs when:

* You want to direct all users to a **common page** like:
  * Registration page
  * Contact Us page
  * FAQs or Help Center

**Example**

`https://example.com/register`\
This URL will always take users to the **same registration page**, regardless of who clicks it.

***

#### **Dynamic URLs**

A **Dynamic URL** contains **placeholders** that are replaced with **user-specific values** when the message is sent. This allows each recipient to receive a personalized link.

**Use Case**

Use Dynamic URLs when:

* The destination URL varies by user, such as:
  * Order tracking page
  * Appointment confirmation page
  * Personalized offer or invoice link

**Example**

`https://example.com/{{1}}`\
Here, `{{1}}` is a **dynamic parameter** that gets replaced with a unique value, such as an order ID or user ID.

* For User A: `https://example.com/ORDER12345`
* For User B: `https://example.com/ORDER67890`

This enables each user to access **personalized content** securely and directly.


# Create Different Marketing Templates With Mercuri

## Overview

The **Marketing** section under Templates in the Mercuri dashboard allows you to create reusable message templates for marketing-related communication.&#x20;

These templates can be used to share offers, product announcements, and other promotional messages in a structured and consistent way.

Within Marketing templates, you can choose from different **sub-categories** based on the type of message you want to create.

***

### **Different Marketing Template Sub-Categories Available in Mercuri**

#### 1. Default

The **Default** sub-category is used to create standard marketing messages without any time-based urgency or rich media.

**Use this template when:**

* Sharing general promotions
* Announcing new products or features
* Sending brand updates or informational messages

#### 2. Limited Time Offer

The **Limited Time Offer** option is used when a promotion is valid only for a short period.

**You can use this template to:**

* Promote flash sales
* Share discounts with an expiry date
* Highlight time-bound deals

#### 3. Media Carousel

The **Media Carousel** option lets you create marketing messages that include multiple images or videos in a swipeable format.&#x20;

Each image or video appears as a separate card, making it easy to showcase more than one product or offer in a single message.

**What you can create using Media Carousel:**

* Add **2 to 10 cards** in one carousel
* Each card can contain an **image or video** with supporting text
* Add up to **2 buttons per card**
* Supported button types:
  * **Quick Reply**
  * **CTA URL**
  * **Call Phone**

**You can use this template to:**

* Show multiple products or offers
* Highlight features using images or videos
* Create engaging promotional messages.

***


# How to create a Limited Time Offer marketing template

<figure><img src="/files/h6sIGxB47W3N6R2unuHe" alt="" width="315"><figcaption></figcaption></figure>

### **Steps**

{% embed url="<https://youtu.be/1cusCKdE1G4>" %}

* Go to the **Templates> WhatsApp** section in the Mercuri dashboard.
* Under the **WhatsApp Template** tab, click on ***Create Template.***

<figure><img src="/files/DjTSGYwYmFJbiKdxMr0O" alt="" width="563"><figcaption></figcaption></figure>

* In the dialog box titled "***Create WhatsApp Template***", select the required WhatsApp account and click on the ***"Create Template "*** button.
* Fill in the Template details like template name, language.
* Now, select **Marketing** as the template category and choose the **Limited Time Offer** sub-category.

<figure><img src="/files/180r6UnyprMdhUGkxSh3" alt="" width="543"><figcaption></figcaption></figure>

* **Header (Optional):** Add a short title or choose a media type for the header.
* **Limited Time Offer (Mandatory):**

  * Enter a **short line of text** describing the offer. This field is mandatory and cannot be left empty. You can add up to **16 characters**.
  * Enable ***Has expiration date*** if the offer is valid only until a specific date.&#x20;

  **Note:** *The expiration date can be selected later when sending the campaign or just before sending the message from the Conversation Inbox.*
* **Body:**

  * Enter the main message explaining the offer.
  * Include details such as the discount, conditions, or usage instructions.
  * You may use formatting options or variables if needed.

  <figure><img src="/files/7137mYE7tTVj7wExYECh" alt="" width="549"><figcaption></figcaption></figure>
* **Buttons (Optional):**
  * Click **Add a Button** to allow users to take action.
  * Supported button types include:
    * **Copy Offer Code**
    * **Visit Website**
    * **Call Phone**
    * **Quick Reply**
  * If you add a ***Copy Offer Code*****&#x20;button**, select ***Coupon Code*** as the **variable** from the dropdown, and provide a sample offer code for Meta review.

<figure><img src="/files/VHx6REq3m0AUtneH9GeR" alt="" width="527"><figcaption></figcaption></figure>

* Review all the entered details to ensure accuracy.
* Click **Create Template** at the top to submit the template for approval.


# How to create a Media Carousel Marketing Template

<figure><img src="/files/5WJlvTzoaj6dIMjHqwb7" alt="" width="405"><figcaption></figcaption></figure>

* Go to the **Templates> WhatsApp** section in the Mercuri dashboard.
* Under the **WhatsApp Template** tab, click on ***Create Template.***

<figure><img src="/files/DjTSGYwYmFJbiKdxMr0O" alt="" width="563"><figcaption></figcaption></figure>

* In the dialog box titled "***Create WhatsApp Template***", select the required WhatsApp account and click on the ***"Create Template "*** button.
* Fill in the Template details like template name, language.
* Now, select **Marketing** as the template category and choose the **Media Carousel** sub-category.

<figure><img src="/files/KmcJlC124MCOkkYJ1Ayz" alt="" width="563"><figcaption></figcaption></figure>

* **Body (Mandatory):** Enter the main message text that appears above the carousel. This text introduces the content shown in the carousel and cannot be left empty.
* **Media Carousel Cards:**  You can add between **2 and 10 cards**. Each card represents one product or offer.
* **Header (Media Only – Mandatory for each card):**

  * Choose whether you want to add an **image or a video** for the card.
  * Select the media type as **static or dynamic**, based on your requirement.
  * Upload a **sample image or video** so it can be reviewed.

  <figure><img src="/files/s2RQhs73FWgBpX3a0kFn" alt="" width="545"><figcaption></figcaption></figure>
* **Card Body (Optional):**
  * Add text to explain what the image or video is about.
  * Use this section to highlight important details such as pricing, features, or offers.
* **Buttons (Optional):**
  * Add up to **2 buttons per card**.
  * Supported button types include:
    * **Quick Reply**
    * **CTA URL**
    * **Call Phone**

<figure><img src="/files/VYraTotSsiFUdoOJi6Pw" alt="" width="500"><figcaption></figcaption></figure>

* Use **Add Card** to include more cards or **Remove Card** to delete any card.
* Review all cards, media, text, and buttons.
* Click on **Create Template** to submit the template for approval.


# WhatsApp Template: Minimum words/parameters ratio

To prevent WhatsApp template rejections for *“**too many parameters relative to message length**”*, use this formula:

### Formula

```
Total words + parameters ≥ (3×Number of parameters)+1
```

**Where:**

* **Total words + parameters (W)** = count of all words in the template plus all parameters ({{1}}, {{2}}, etc.)
* **Number of parameters (P)** = how many variables you have in the template

{% hint style="info" %}
**The total number of words plus parameters should be greater than or equal to three times the number of parameters, plus one.**
{% endhint %}

***

### See How to Ensure Your WhatsApp Template Has the Right Balance of Words and Parameters

#### <mark style="color:blue;">Example 1</mark>

**Template:**

\
*`Dear Guest, Reservation {{1}} arriving from {{2}} departs on {{3}}.`*

**Step 1: Count parameters** → {{1}}, {{2}}, {{3}} → P = 3

**Step 2: Calculate minimum required words + parameters**

```
(3×3)+1=10
```

*So, for a template with 3 parameters, the total number of required words plus parameters must be at least 10.*

**Step 3: Count actual words + parameters**

* **Words:** Dear, Guest, Reservation, arriving, from, departs, on → 7
* **Parameters:** {{1}}, {{2}}, {{3}} → 3
* **Total** = 7 + 3 = 10 ✅

**Conclusion:** Template is valid.

***

#### <mark style="color:blue;">Example 2</mark>

**Template:**

*`Hello {{1}}, your order {{2}} for {{3}} will be delivered by {{4}}.`*

**Step 1: Count parameters** → {{1}}, {{2}}, {{3}}, {{4}} → P = 4

**Step 2: Calculate minimum required words + parameters**

```
(3×4)+1=13
```

*So, for a template with 4 parameters, the total number of required words plus parameters must be at least 13.*

**Step 3: Count actual words + parameters**

* **Words:** Hello, your, order, for, will, be, delivered, by → 8
* **Parameters:** {{1}}, {{2}}, {{3}}, {{4}} → 4
* **Total** = 8 + 4 = 12 ❌ Not enough

**Step 4: Fix template**\
Add one more word:\
*Hello {{1}}, your order {{2}} for {{3}} will be delivered by {{4}} today.*

* **Words:** 9
* **Parameters:** 4
* **Total** = 9 + 4 = 13 ✅ Meets minimum

**Conclusion:** Template is now valid.

***

{% hint style="info" %}
**Tip:** For each template, count your words and parameters and make sure **W ≥ (3 × P) + 1** before submitting.
{% endhint %}


# How to Set Up Media Headers When Sending Messages Using the Mercuri API


# How to Set Up a PDF (Document) Header Correctly

This guide explains how to add a PDF to the message header and avoid common mistakes like seeing a sample PDF instead of the real one.

### What is a PDF (Document) Header?

A PDF header lets you send a document (invoice, receipt, report, etc.) **at the top of a message**.

***

#### Steps:&#x20;

When creating a WhatsApp template and choosing the **Header** as **Media** type, follow the steps below to successfully pass the correct PDF during the API call:

1. From the **Header** drop-down, select **Media**, then choose **Document** as the media type.
2. Set the **Type** to **Dynamic**. Only **Dynamic** headers can accept documents sent via the Mercuri API.

<figure><img src="/files/3FTe9Od3ndZFlRfdxDYD" alt="" width="563"><figcaption></figcaption></figure>

3. In the **Value** field, enter a variable name (for example: `document`).&#x20;
4. In the **Sample Value** field, upload a sample `.pdf`, `.doc`, or `.docx` file. This file is used **only for preview and template approval** and will **not** be sent to users.
5. Complete and submit the WhatsApp template for approval.&#x20;
6. **Once the template is approved**, update your **Mercuri API payload** by adding the required details, such as the **template ID** . Make sure the **same variable name** used in the template is passed again in the API parameters.

> {
> \
> "**parameters**": {
> \
> "**document**": "<https://your-storage.com/invoice\\_123.pdf>"
> \
> }
> \
> }

7. When sending the message using the Mercuri API, pass the **PDF as a publicly accessible URL**, not as an auto-download link.

***

Following the steps above ensures that the **correct PDF** is picked up from the Mercuri API and displayed properly in the message header.&#x20;

This allows you to send the intended document smoothly and consistently to your users.


# How to Set Up an Image Header Correctly

### What is an Image Header?

An **image header** allows you to display an image (banner, product visual, promotion creative, etc.) **at the top of a WhatsApp message**.

This is commonly used for branding, promotions, announcements, and visual context before the message body.

***

#### Steps:

When creating a WhatsApp template and choosing the **Header** as **Media** type, follow the steps below to successfully pass the correct image during the API call:

<figure><img src="/files/fhUGsjzM1pZeQJzPPhfc" alt="" width="561"><figcaption></figcaption></figure>

1. From the **Header** drop-down, select **Media**, then choose **Image** as the media type.
2. Set the **Type** to **Dynamic**. Only **Dynamic** headers can accept images sent via the Mercuri API.
3. In the **Value** field, enter a variable name (for example: `image`).
4. In the **Sample Value** field, upload a sample image (`.jpg` or `.png`).\
   This image is used **only for preview and template approval** and will **not** be sent to users.
5. Complete and submit the WhatsApp template for approval.
6. **Once the template is approved**, update your **Mercuri API payload** by adding the required details, such as the **template ID**.\
   Ensure the **same variable name** used in the template is passed again in the API parameters.

> {\
> "**parameters**": {\
> "**image"**: "<https://your-storage.com/promo\\_banner.png"\\>
> }\
> }

7. When sending the message using the Mercuri API, pass the **image as a publicly accessible URL**, not as a private or auto-download link.

Following the steps above ensures that the **correct image** is picked up from the Mercuri API and rendered properly in the message header.


# WhatsApp Interactive Templates

Mercuri enables businesses to send **pre-approved WhatsApp Interactive Templates** that are designed to drive customer engagement without manual typing. These templates support **actions like ordering, tracking, paying, sharing location, browsing products, and exploring offers—all within WhatsApp.**

***Interactive messages help brands:***\
\- Automate communication\
\- Reduce response time\
\- Enable instant customer actions\
\- Improve conversions and user experience<br>


# Types of WhatsApp Interactive Templates

Below are the interactive message types supported in the Mercuri platform:

1. **Buttons**

   Let customers choose from preset responses with a single tap. Ideal for FAQs or simple choices.

   **Example:**

   > *Hi {{name}}, do you need help placing your order?*\
   > **Buttons:**
   >
   > * Yes
   > * Tell me more
   > * Talk to support

***

2. **List**

Displays a structured list of options to customers, perfect for sharing product categories or services.

**Example:**

> *Choose a service to book:*\
> **List Options:**
>
> * Haircut
> * Spa & Massage
> * Bridal Makeup
> * Home Salon Visit

***

3. **Location Request Message**

Ask customers to share their live location with one tap—useful for deliveries, service visits, or pickups.

**Example:**

> *Please share your location so we can deliver your order to the right address.*
>
> **Button:**
>
> Share My Location

***

4. **CTA URL Button**

Help users take direct actions like visiting a website or calling support, right from the chat.

**Example:**

> *Your cart is waiting! Complete your order now 👇*\
> **Button:**&#x43;heckout Now *(Opens checkout URL)*

***

5. **Carousel**

Showcase multiple items in swipeable cards with images, buttons, and descriptions; perfect for promotions and product browsing.

**Example**&#x20;

> **Use Case:** Show bestsellers\
> **Cards:**
>
> * *Vitamin C Serum – “Shop Now”*
> * *Face Wash Combo – “Buy Combo”*
> * *Sunscreen SPF50 – “Add to Cart”*

***Users can swipe → and tap to take action.***

***

6 **. Catalogue**

Opens your full WhatsApp product catalog so customers can browse products, view details, and order without leaving WhatsApp.

*Perfect for stores with many items (fashion, beauty, snacks, decor, etc.)*

***

7. **Product**

Send a single product card from your catalog to highlight a recommended or best-selling item.

*Useful for upsells, recommendations, and new launches.*

***

8. **Product List**

Send a curated selection of products (not the entire catalog), ideal for combos, categories, or limited deals.


# How to Create WhatsApp Interactive Templates

{% embed url="<https://youtu.be/GYkNm4L07WM>" %}

* Log in to your **Mercuri account.**
* From the left side menu, navigate to **Templates > WhatsApp**.
* Inside the WhatsApp section, switch to the **Interactive Templates** tab.
* Click on **Create Interactive Template**.
* The template creation page will open. Enter a **short and descriptive template name**.
* From the dropdown, **select the interactive message type. (eg, “Location Request Message.”)**
* Add your message content in the **Body** section.
* (Optional) Add a footer if needed.
* Review your template in the **Preview panel**.
* If everything looks correct, click **Create** to submit the template for approval.


# Use Cases : WhatsApp Interactive Templates


# Quick Reply Button

### **What Are** Quick Reply **Button Templates?**

Quick Reply Button templates on Mercuri allow brands to send WhatsApp messages with quick action buttons. These buttons help users respond instantly without typing, which improves engagement and reduces drop-offs.

Typical buttons include:

* **Quick replies** (e.g., “Yes”, “No”, “Track Order”)
* **Lead actions** (e.g., “Book a Demo”, “Get a Quote”)
* **Support options** (e.g., “Chat with Agent”)

***

#### Use Case: Appointment Reminder & Rescheduling

<figure><img src="/files/ZzZfWcnM5aRwmDWvzOPU" alt=""><figcaption></figcaption></figure>

Send automated reminders for confirmed appointments and allow customers to take quick action directly through WhatsApp. This reduces no-shows and eliminates the need for manual follow-ups or phone calls.

**Message Example:**

> Hi there! Your appointment is scheduled for tomorrow.\
> Use the button if you need to make any changes.
>
> **Buttons:**
>
> `Confirm`
>
> `Reschedule`

**Why it works:**\
This reduces no-show appointments and makes it easy for customers to confirm or reschedule without calling or waiting for support.

**Industry examples:**

* Healthcare (Doctor/Dental/Diagnostic)
* Salon & Spa
* Coaching, Education Classes
* Home services (AC repair, Cleaning, Electrician)

***

#### **How to Create Quick Reply Button Templates on Mercuri**

{% embed url="<https://youtu.be/dl8aFli7Kjo>" %}

1. **Log in to your Mercuri account**
2. Go to **Templates → WhatsApp** in the left-side panel
3. Click on the **Interactive Templates** Tab
4. Select **Create Interactive Template**
5. The template creation page will open. Enter a **short and descriptive template name**.
6. From the dropdown, select the interactive message type as **Button**

<figure><img src="/files/E2T2YrkQSndVNmG3sGUC" alt="" width="270"><figcaption></figcaption></figure>

7. Optionally, you can add a **Header** to your template. A header helps highlight key information at the top of the message.

<figure><img src="/files/CtPF6sNqjkOnAbNEnC9d" alt=""><figcaption></figcaption></figure>

Choose the type of header you want to use:

* **Text** (e.g., “Appointment Reminder”, “Order Details”)
* **Image**
* **Video**
* **Document (PDF)**

8. Add your message content in the **Body** section.

`Hi there! Your appointment is scheduled for tomorrow. Use the button if you need to reschedule.`&#x20;

9. (Optional) Add a footer if needed.
10. **Add Quick Reply Buttons**

* Under the **Action** section, click **+ Add Button**.
* A new button block will appear as shown in the image.

<figure><img src="/files/XQ8PImSt2Fy7dRrFcIQi" alt="" width="370"><figcaption></figcaption></figure>

* In this block:

  * **Button Title** → Enter the short text you want to show on the button. In this case, we will add 2 buttons.

  **`Confirm`**  **`Reschedule`**

  * **Button ID** will be **automatically generated**. You don’t need to edit this field.

11. Once done, review and click **Create** to submit the template for approval.

{% hint style="info" %}
You can add **a maximum of 3 quick reply buttons** for a template.
{% endhint %}


# List Interactive Templates

### **What Are List Interactive Message Templates?**

* List message templates on Mercuri allows brands to send WhatsApp messages with a scrollable list of options.&#x20;
* Customers can choose from multiple items without typing, making it ideal for large menus, product catalogs, service lists, and support categories.

***

#### Use Case: Browse Menu for a Restaurant

<figure><img src="/files/aE17KnAeYLxAVnshr8ZT" alt="" width="241"><figcaption></figcaption></figure>

Restaurants can send category-based menus directly on WhatsApp, allowing customers to browse and place orders quickly — without searching websites or typing messages.

**Message Example:**

> Hi there! Ready to place your order?\
> Tap below to browse our menu.
>
> **CTA Button:**\
> `View Menu`
>
> **Sections Shown in the List:**
>
> * Burgers
> * Pizza
> * Sandwiches
> * Salads
> * Beverages
>
> Each Section has further rows in it.

**Why it works:**\
Customers instantly browse menu categories and proceed to order without manual interaction, making the ordering process faster and seamless.

**Industry examples:**

* Restaurants & Cafés
* Salons & Spas
* Home Services
* Ecommerce & Retail
* Healthcare (Test Packages, Treatment Categories)

***

#### **How to Create List Message Templates on Mercuri**

{% embed url="<https://youtu.be/7KAiXc1z8Js>" %}

1. Log in to your **Mercuri account**
2. Go to **Templates → WhatsApp** in the left-side panel
3. Click on the **Interactive Templates** tab
4. Select **Create Interactive Template**
5. **Template Name:** Enter a short and descriptive **template name,**`restaurant_menu_browse`
6. **Interactive Message Type**: From the dropdown, choose **List** as the interactive type

<figure><img src="/files/OiuADmrrkqmRPjPaMdyd" alt="" width="272"><figcaption></figcaption></figure>

7. **Header Section**: (Optional) Add a **Header.** A header highlights key information at the top of your message. `Menu Categories`&#x20;
8. **Body Section:** Add your message content under the **Body** section.

   `Hi there! Ready to place your order? Tap below to browse our menu`
9. **Footer Section:** (Optional) Add a **Footer,**`Order now and get 10% off!`&#x20;
10. **Action Section:** Configure the interactive action for this message

<figure><img src="/files/i7oHAJmNWxXbFWvtgh7Q" alt="" width="354"><figcaption></figcaption></figure>

* **Set the CTA (Call to Action) Button:**  In the Action section, add the CTA text (e.g., `View Menu`, `Choose Service`)
* **Add List Sections and Rows (Options)**
* Click **+ Add Section** to create a category (e.g., “Burger”)
* Click **+ Add Row** to add individual items under that category (e.g., “Classic Burger”)
* **Row ID is auto-generated** — you don’t need to edit it.

11. Once all options are added, review and click **Create** to submit for approval.

{% hint style="info" %}
You can add **up to 10 sections** and **up to 10 items per section**
{% endhint %}


# Location Request Message

### **What Are Location Request Message Templates?**

**Location Request Message** templates on Mercuri allow brands to send WhatsApp messages that prompt users to **share their live or current location with just a single tap.** This removes the need for typing addresses manually, reduces errors, and speeds up processes such as delivery, service visits, and appointment-based navigation.

Location request messages help businesses **collect precise GPS locations** directly from customers.

Typical use cases include:

* **Delivery address confirmation** (e.g., “Share your location for faster delivery”)
* **Service visit coordination** (e.g., AC repair, cleaning, electrician)
* **Appointment arrival guidance** (e.g., technician or field agent locating the customer easily)
* **Lead verification** (e.g., ensuring the customer is within a serviceable area)

***

#### **Use Case: Technician Visit – Locate Customer Easily**

<figure><img src="/files/tdsHjAL1kfqR9FqN9cqj" alt=""><figcaption></figcaption></figure>

Send a location request before a technician leaves for the appointment. This ensures accurate navigation and reduces delays caused by incorrect or incomplete addresses.

**Message Example:**

> Hi there! Our technician is on the way. Please share your location so we can reach you without delay.
>
> **Button:**
>
> Share Location

**Why it works:**

* Avoids address confusion
* Reduces time spent calling customers for directions
* Improves service experience

**Industry examples:**

* Home Services (AC repair, electrician, cleaning)
* Logistics & Delivery
* Healthcare (home sample collection)
* Real estate visits

***

#### How to Create a Location Request Message Template on Mercuri

{% embed url="<https://youtu.be/GYkNm4L07WM?si=uOYwyFJCAY7SkqMo>" %}

1. Log in to your Mercuri account
2. Go to **Templates → WhatsApp** in the left-side panel
3. Click on the **Interactive Templates tab**
4. Select **Create Interactive Template**
5. The template creation page will open
6. Enter a short and descriptive template name.
7. From the dropdown, select the interactive message type as **Location Request Message.**
8. **Add Your Body Message Content:** Write a clear instruction asking the user to share their location.

   **Example:**

   > Hi there! Our technician is on the way. Please share your current location so we can reach you on time.
9. **(Optional) Add a Footer:** Use the footer to add extra context, such as support contact or terms.
10. **Location Sharing Behavior**

* **Location Request templates** on Mercuri automatically display a **“Share Location”** prompt to the user. You **do not need to manually add any buttons**.&#x20;
* Once the user receives the message, WhatsApp will show the native location-sharing flow on mobile.

11. **Review & Submit for Approval:** Once done, review the template and click **Create** to submit it for WhatsApp approval.


# CTA URL Button

### **What Are CTA URL Button Templates?**

* **CTA (Call-To-Action) URL Button** templates on Mercuri allow brands to send WhatsApp messages with buttons that redirect users to a website or custom link.&#x20;
* This makes it easy for customers to take action instantly—such as visiting a product page, booking a demo, or checking order status.
* These templates help businesses improve conversions, reduce confusion, and guide customers directly to the intended online destination.

Typical CTA actions include:

* **Visit Website** (product pages, landing pages, offer pages)
* **Track Order** (order tracking link)
* **Book Appointment** (calendar or scheduling page)
* **Make Payment** (payment gateway link)
* **Download Resource** (PDF, brochure, app link)

***

#### **Use Case: Drive Users to Book a Demo**

<figure><img src="/files/mlWIro2Tmab7q968CgkM" alt="" width="339"><figcaption></figcaption></figure>

Send a CTA message that guides customers to your demo booking page with one tap.

**Message Example:**&#x20;

> Hi there! Ready to explore how our product can help your business? Click below to book a quick demo.
>
> **Button:**
>
> Book a Demo → Redirects to your scheduling URL

**Why it works:**

* Reduces friction and steps for the user
* Improves lead conversion rate
* Encourages immediate action

**Industry examples:**

* SaaS & Tech
* Education & Coaching
* Healthcare
* E‑commerce

***

#### How to Create a CTA URL Button Template on Mercuri

{% embed url="<https://youtu.be/JnTP4assIqY>" %}

1. Log in to your **Mercuri account**
2. Go to **Templates → WhatsApp** in the left-side panel
3. Click on the **Interactive Templates Tab**
4. Select **Create Interactive Template**
5. The template creation page will open
6. Enter a **short and descriptive template name.**
7. From the dropdown, select the interactive message type as **CTA URL.** This format enables URL redirection buttons in your WhatsApp message.
8. **(Optional)Add a Header**

<figure><img src="/files/DHKEYBcvMIReHijexB8r" alt="" width="549"><figcaption></figcaption></figure>

You can choose:

* **Text** (e.g., "Limited-Time Offer", "Book Your Demo")
* **Image**
* **Video**
* **Document (PDF)**

9. **Add Your Body Message Content:** Write a clear message explaining what the user should expect when clicking the button.

<figure><img src="/files/LMTXxjwSM5pjxjTHR8zG" alt="" width="528"><figcaption></figcaption></figure>

**Example:**

> Hi there! Ready to explore how our product can help your business? Click below to book a quick demo.

10. **(Optional) Add a Footer:** This can include disclaimers, support details, or additional context.
11. **Add the CTA URL Button:** Under the **Action** section, a button block will appear.

<figure><img src="/files/GEv8XQLeVtEXTEefcIKN" alt="" width="560"><figcaption></figcaption></figure>

Fill in the following fields:

1. **Button Label:** This is what users will see on the WhatsApp message button.

**Examples**: Book Now

2. **Button URL:** Paste the link where the button should redirect the user.

3. Once done, review the template and click **Create** to submit it for WhatsApp approval.


# Carousel Cards

### **What Are Carousel Interactive Templates?**

Carousel Card templates on Mercuri allow brands to send **swipeable cards** inside a single WhatsApp message. Each card can include an **image or video**, a **short description**, and a **CTA button** with its own URL.

This format is ideal for showcasing multiple products, plans, or options in an engaging, visual layout—helping users explore and take action without leaving WhatsApp.

**Typical use cases include:**

* **Product listings** (e.g., variants, bestsellers, new arrivals)
* **Course bundles** (EdTech)
* **Plan comparison** (SaaS)
* **Travel packages**, **hotel rooms**, **property listings**
* **Event or session schedules**

***

#### **Use Case: EdTech – Promoting Online Courses**

<figure><img src="/files/8zMW8ZksYKUlfXqKiRG3" alt="" width="350"><figcaption></figcaption></figure>

Showcase multiple courses in a swipeable format so learners can quickly browse and click to enroll.

**Message Example:**

> Explore our most popular online courses and start learning today!
>
> **Card 1:** Python for Beginners – Start Learning → <https://example.com/courses/python>
>
> **Card 2:** Data Science Bootcamp – Join Bootcamp → <https://example.com/courses/datascience>

**Why it works:**\
Learners can visually browse different courses at once, increasing engagement and click‑through rates.

**Industry examples:**

* EdTech platforms
* E‑commerce product highlights
* Travel & Tours
* Real Estate listings
* Fitness & Wellness programs

***

#### **How to Create Carousel Templates on Mercuri**

{% embed url="<https://youtu.be/we-6FPwZrzU>" %}

1. **Log in to your Mercuri account**
2. Go to **Templates → WhatsApp** from the left panel
3. Click on the **Interactive Templates** tab
4. Select **Create Interactive Template**
5. Enter a **short, descriptive template name**
6. From the dropdown, choose **Carousel** as the interactive message type
7. Add the main **Message Body** – e.g., "Explore our top courses"
8. Scroll to the **Action** section to add cards

<figure><img src="/files/hVRQ35RQFwnuUn1sBt48" alt="" width="389"><figcaption></figcaption></figure>

9. **Adding Carousel Cards**

* Click **+ Add Card**
* For **each card**, fill the fields:

**Card Fields:**

* **Media Type:** Image or Video
* **Image/Video URL:** Add your image/video link
* **Card Body Text:** Short description of the item
* **Button Label:** CTA (e.g., "Start Learning", "Shop Now", "Know More")
* **Button URL:** Link to the product, course, landing page, etc.

10. Once done, click on **Create.**

***

#### <mark style="color:blue;">Sample Carousel Template (EdTech – Courses)</mark>

**Message Body:**\
Explore our most popular online courses and start learning today!

***

**Card 1**

**`Image URL:`**\
`https://example.com/images/python-course.png`

**`Card Body Text:`**`Python for Beginners – Master coding from scratch.`

**`Button Label:`**\
`Start Learning`

**`Button URL:`**\
`https://example.com/courses/python`

***

**Card 2**

**`Image URL:`**`https://example.com/images/datascience-course.png`

**`Card Body Text:`**`Data Science Bootcamp – From basics to advanced ML.`

**`Button Label:`**\
`Join Bootcamp`

**`Button URL:`**\
`https://example.com/courses/datascience`


# Catalog Interactive Templates

### **What Are Catalog Interactive Message Templates?**

* Catalog message templates on **Mercuri** allow brands to showcase products directly from their **WhatsApp Product Catalog** inside a message.
* Customers can view product details like images, prices, and descriptions without leaving WhatsApp, making it ideal for product discovery and quick purchase decisions.

***

#### Use Case: Browse Products for an E-commerce Store

E-commerce brands can send a product catalog on WhatsApp, allowing customers to explore items visually and take action instantly, without browsing a website or searching manually.

**Message Example:**

> Hi there! \
> Check out our latest collection and find something you love.
>
> Browse products directly from our catalog below.

**Catalog Action:**\
Products are displayed from your connected WhatsApp catalog.

**Why it works:**\
Customers can instantly explore products with images and pricing inside WhatsApp, reducing friction and increasing engagement and conversions.

**Industry examples:**

* Ecommerce & Retail
* D2C Brands
* Electronics & Appliances
* Fashion & Lifestyle
* Grocery & Daily Essentials

***

#### **How to Create Catalog Message Templates on Mercuri**

1. Log in to your **Mercuri account**
2. Go to **Templates → WhatsApp** from the left-side panel
3. Click on the **Interactive Templates** tab
4. Select **Create Interactive Template**
5. **Template Name:** Enter a short and descriptive template name,\
   `product_catalog_browse`
6. **Interactive Message Type:** From the dropdown, select **Catalog Message**
7. **Body Section:** Add your message content under the **Body** section. This text appears above the catalog.

**Example:**

> Hi there! 👋
> \
> Browse our product catalog and discover our best sellers.

8. **Footer Section (Optional):** Add a short footer message to highlight offers or urgency.
9. **Action Section:** Configure the catalog action for this message.
10. **Thumbnail Product Retailer ID:** Enter the **Retailer ID (SKU)** of a product from your WhatsApp catalog.\
    This product will be shown as the **thumbnail preview** for the catalog message.
11. Review all details and click **Create Template.**


# SMS Templates

SMS templates in Mercuri CX allow you to send consistent, professional, and personalized messages to your customers with ease.&#x20;

While creating a template, you can:

1. **Use Dynamic Variables** – Personalize messages by including fields like customer name, order ID, or appointment time.&#x20;

**`For example:`**` ``“Hi {{customer_name}}, your order {{order_id}} has been shipped.”`

2. **Add Media Attachments** – Enhance your SMS by attaching up to 5 files, including images, videos, or documents (max 10MB each). This makes your messages more engaging and informative, such as sending product images, invoices, or promotional flyers.


# Creating Your First SMS Template

In this section , let's  understand  how  one can easily  set up SMS  templates in Mercuri CX dashboard

<figure><img src="/files/PTnNzz41JxvnwXQjRcmc" alt=""><figcaption><p>SMS Template</p></figcaption></figure>

### How to Create an SMS Template in Mercuri CX&#x20;

Follow these simple steps to craft and save your SMS template:

**1. Navigate to SMS Templates**

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

**2. Click on "Create Template"**

In the top-right corner, click **Create Template** to begin.

**3. Fill in Template Details**

<figure><img src="/files/Qr97uidZiHON9LP0FVvR" alt="" width="563"><figcaption></figcaption></figure>

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.
* **Media Attachments** (optional):&#x20;

1. You can enhance your SMS template by attaching media files such as images, videos, or documents.
2. **Choose How to Add Media**

   Click Upload File to select a file directly from your computer.

   Or click Add URL to insert a link to an online media file.
3. You can drag and drop files into the upload box.

   Each file must be under **10MB,** and you can add up to **5 files** (images, videos, or documents).

* **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:**

```
👟 Step Up Your Style!
Discover our latest collection of Sneakers now available at exclusive prices.

✨ Limited-time offer: Flat 20% OFF this week only! Use this coupon code: {#var#}

Visit our website now: https://example.com
```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like customer name, service, date, or time.

<figure><img src="/files/3Oo6H4iLGLP2UbofdzAv" alt=""><figcaption></figcaption></figure>

**5. Preview**

View the **SMS Preview** to see how the final message will appear to customers.

<figure><img src="/files/AM60YOTj0GeIUhJClPCR" alt=""><figcaption></figcaption></figure>

**6. Save the Template**

Click **Create** to save your SMS template. It will now be available to use in campaigns, automations, or workflows.


# Users Management

Mercuri allows businesses to collaborate efficiently by adding multiple users to manage SMS and WhatsApp conversations, marketing campaigns, and customer engagement.

{% hint style="info" %}
**For Microsoft Teams:**\
To add team members, ensure they’ve installed the ***Mercuri CX app on their Microsoft Teams account***. Once installed, they will automatically be added to your Mercuri CX workspace.

You can then assign roles and grant access to specific sections of the dashboard based on their responsibilities.&#x20;

Follow the steps[ below](#adding-a-new-user) to manage roles and permissions.
{% endhint %}

## How to Add a New User.

#### **1. Add a new User**

1. **Log in** to [Mercuri](https://mercuri.cx).
2. Navigate to **Settings > Team**.
3. Click **Add User**.

#### **2. Enter User Details**

1. Provide the **User's First Name, Last Name, and Email Address**.
2. Assign the user to a specific **Instance** (if applicable).
3. Select the **Role** for the user (e.g., Admin, Developer, Manager).

#### 3. Set Permissions

You can now assign **predefined permission presets** to simplify access control.

**Available presets include:**

<figure><img src="/files/LNdDgsEywupBZ6nV5899" alt="" width="563"><figcaption></figcaption></figure>

* **Full Access:** Grants complete control over all modules and settings.
* **Customer Support:** Provides access to customer conversations, inbox, and chat management tools.
* **Marketing:** Enables campaign creation, analytics, and template management access.
* **Custom:** Allows you to manually configure permissions for specific sections of Mercuri.

<figure><img src="/files/fboY1va8AyiWS4cYlktq" alt="" width="563"><figcaption></figcaption></figure>

Select the preset that best matches the user’s role and responsibilities.

#### 4. Send Invitation

1. Click **Send Invitation** to notify the user via email.
2. The user must accept the invitation and set up their Mercuri account.


# Common Permissions


# Integration Permissions: How to Assign and Use

Integration permissions enable team members to connect, view, and manage various platforms, including Shopify, Wix, HubSpot, Pipedrive, Microsoft Teams, and WooCommerce, within Mercuri CX. By assigning the right permission level, you can control who can only view connected integrations and who can manage or modify them.

***

### <mark style="color:blue;">Steps to Assign Integration Permission:</mark>

1. **Navigate to Settings** from the left sidebar.
2. Click on **Teams**.
3. Select **Add User** or choose an existing user to configure permissions.
4. Click on **Configure Permissions**.
5. In the permissions window, go to the **Common Permissions** tab.

<figure><img src="/files/A1e0Vj588oszaSCdtZ8e" alt="" width="563"><figcaption></figcaption></figure>

6. Locate the **Integrations** section.
7. Enable or disable **View Integrations** or **Manage Integrations** based on the user’s level of access.

***

### <mark style="color:blue;">Permission Types</mark>

Integration permissions are divided into two types to define what level of control a user has over connected platforms.

#### 1. **View Integrations**

Allows team members to see the list of available and connected integrations (e.g., Shopify, Wix, HubSpot) and access documentation, but they cannot connect, disconnect, or edit integration settings.

**Example:** A marketing analyst needs to check which integrations, like Shopify, Wix, or HubSpot, are currently connected to understand active data sources for campaigns. Assigning *View Integrations* provides visibility into connected tools without giving access to modify or disconnect them.

***

#### 2. **Manage Integrations**

Grants team members full access to connect, configure, and manage integrations. They can connect new platforms or disconnect existing ones.

**Example:** A team member responsible for connecting and maintaining third-party tools needs access to manage integrations with platforms like Shopify, HubSpot, or Wix. Granting *Manage Integrations* allows them to connect new accounts and manage integration settings when required.


# Channel Permissions: How to Assign and Use

Channel permissions allow team members to view or manage connected communication channels, such as **SMS** and **WhatsApp** within Mercuri CX. These permissions help control who can access, monitor, and modify channel configurations or onboard new numbers.

***

#### <mark style="color:blue;">Steps to Assign Channel Permissions:</mark>

1. Navigate to **Settings** from the left sidebar.
2. Click on **Teams**.
3. Select an existing user or click on **Add User** to create a new one.
4. Enter the required details such as **Name**, **Email**, and **Role**.
5. Click on the **Configure Permissions** button.
6. In the permissions window, go to the **Common Permissions** tab.

<figure><img src="/files/DirBCu1j0BpJw7AQGQ4l" alt="" width="563"><figcaption></figcaption></figure>

7. Locate the **Channels** section.
8. Enable or disable specific permissions based on the level of access required.

***

#### <mark style="color:blue;">Permission Types</mark>

**1. View Channels**

Allows team members to view existing SMS and WhatsApp channel configurations, including onboarded numbers, opt-in/out settings, and auto-responses.

**Example:**\
A team member who needs to check which numbers are active and review auto-response or opt-in/out messages without making any edits can be assigned the *View Channels* permission.

**2. Manage Channels**

Grants access to onboard new SMS or WhatsApp numbers, edit or remove existing numbers, and modify related configurations such as opt-in/out messages, auto-responses, and authentication details.

**Example:**\
A user responsible for maintaining communication setups can onboard new WhatsApp or SMS numbers, update opt-in/out messages, and configure auto-responses. Assigning *Manage Channels* gives them full control over these actions.


# Developer Tools Permission: How to Assign and Use

Developer Tools permission allows team members to create, manage, and monitor **API tokens** within Mercuri CX. These tokens enable secure integration between Mercuri CX and e-commerce websites, such as Wix and Shopify, or custom applications. By assigning this permission, you can control who has the authority to generate, view, or revoke API tokens.

***

### Steps to Assign Developer Tools Permission:

1. **Navigate to Settings** from the left sidebar.
2. Click on **Teams**.
3. Select **Add User** or choose an existing user to configure permissions.
4. Click on **Configure Permissions**.
5. In the permissions window, go to the **Common Permissions** tab.

<figure><img src="/files/eclh0XxbFntlgpD2mIdk" alt="" width="563"><figcaption></figcaption></figure>

7. Locate the **Developer Tools** section.
8. Enable **Manage Developer Tools** to grant access to API token creation and management features.

***

### Permission Type

#### **Manage Developer Tools**

Grants team members full access to the Developer Tools section, allowing them to create, edit, deactivate, or delete API tokens. Users with this permission can also monitor token activity, check expiry dates, and generate keys when needed.


# Templates Permissions: How to Assign and Use

Template permissions allow team members to **view or manage SMS and WhatsApp message templates** within Mercuri CX. These templates are used for automated or manual communication with customers, ensuring consistent and approved messaging.

### Steps to Assign Template Permission:

1. **Navigate to Settings** from the left sidebar.
2. Click on **Teams**.
3. Select **Add User** or choose an existing user to configure permissions.
4. Click on **Configure Permissions**.
5. In the permissions window, go to the **Common Permissions** tab.
6. Locate the **Template** section.
7. Under **Templates**, select the appropriate access type.

#### Types of Template Permissions

<figure><img src="/files/C8OWEhOMnPyQcKstv82y" alt="" width="563"><figcaption></figcaption></figure>

**1. View Templates**

This permission allows users to:

* Access and view all pre-approved message templates for **SMS** and **WhatsApp** channels.
* Check the content and approval status of templates before using them in campaigns or conversations.

**Use Case:**\
If a marketing associate needs to select from approved templates while creating campaigns but doesn’t need to modify them, assign the **View Templates** permission.

**2. Manage Templates**

This permission allows users to:

* Create, edit, or delete message templates for **SMS** and **WhatsApp** channels.
* Submit new templates for approval (WhatsApp) and update existing ones as needed.

**Use Case:**\
If a communication or marketing team member is responsible for maintaining or updating the content of templates, assign the **Manage Templates** permission.

{% hint style="info" %}

#### **Note**

* **Separate permissions** are available for **SMS** and **WhatsApp** templates. Grant access based on which communication channel the user manages.
* Under **WhatsApp**, there may be **multiple connected numbers**. Each number will have **its own set of permissions** for viewing and managing templates, allowing granular control over access across different WhatsApp business accounts.
  {% endhint %}


# Auto Response Permissions: How to Assign and Use

Auto Response permissions allow team members to **view or manage automated replies** configured for **SMS** and **WhatsApp** channels. These responses help businesses acknowledge customer messages instantly or provide updates outside business hours.

***

#### **Steps to Assign Auto Response Permissions:**

1. Navigate to **Settings** from the left sidebar.
2. Click on **Teams**.
3. Select an existing user or click on **Add User** to create a new one.
4. Enter the required details such as **Name**, **Email**, and **Role**.
5. Click on the **Configure Permissions** button.
6. In the permissions window, go to the **Instance Permissions** tab.
7. Scroll to the **Auto Response** section.
8. Assign the appropriate permission level (View or Manage).

***

#### **Permission Types**

<figure><img src="/files/T7KITNF1wwNVIW4LKXHe" alt="" width="563"><figcaption></figcaption></figure>

**1. View Auto Response**

Allows team members to view all auto-response messages configured for SMS and WhatsApp numbers. They can check the content, activation status, and linked numbers, but cannot edit or create new responses.

**Example:**\
If a user is responsible for reviewing the current communication flow without altering it, assign them the *View Auto Response* permission.

**2. Manage Auto Response**

Grants users full control to create, edit, activate, or deactivate auto-response messages for SMS and WhatsApp numbers. This includes setting up responses for new numbers or modifying existing ones.

**Example:**\
A team member handling communication setup can update or change automatic reply messages, such as “Thank you for reaching out” or “We will get back to you shortly.” Assign them the *Manage Auto Response* permission.

***

{% hint style="info" %}

#### **Note:**

* Auto-response permissions are available **separately** for **each SMS or WhatsApp number**.
* If multiple WhatsApp numbers are connected, each number will have **its own permission set** under *Auto Response*.
* Users need **Manage Auto Response** permission to modify, activate, or create new automated messages.
* Users with **View Auto Response** can only review configurations without making any changes.
  {% endhint %}


# AI Assistants Permissions: How to Assign and Use

AI Assistants permissions allow team members to view or manage AI-powered assistants that automate customer interactions and support tasks within Mercuri CX.

***

#### **Steps to Assign AI Assistants Permissions:**

1. Navigate to **Settings** from the left sidebar.
2. Click on **Teams**.
3. Select an existing user or click on **Add User** to create a new one.
4. Enter the required details such as **Name**, **Email**, and **Role**.
5. Click on the **Configure Permissions** button.
6. Under **AI Assistants**, assign the desired permission type — *View* or *Manage*.

***

#### **Permission Types**

<figure><img src="/files/Bf7avp2JwsbgBDqXAPOs" alt="" width="563"><figcaption></figcaption></figure>

**1. View AI Assistants**

Allows users to see which AI Assistants are currently live in the workspace.\
They can open each assistant to view its **System Prompt** and **Application Prompt**, helping them understand how each assistant is configured and responds.

**Example:**\
Assign *View AI Assistants* if a user needs to review the behavior or configuration of active AI Assistants without making any changes.

***

**2. Manage AI Assistants**

Grants users the ability to create new AI Assistants or modify existing ones.\
This includes editing or updating the **System Prompt** and **Application Prompt** for better customization and performance.

**Example:**\
Assign *Manage AI Assistants* if a user is responsible for building or optimizing AI Assistants to improve automated communication.




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