Shopify auto messages

Auto messages are ready-made Shopify automations. Each one is tied to a store event and needs just one thing from you: an approved WhatsApp template.

Find them on the Auto Messages tab of the Shopify integration.

The auto messages

Auto message	Sends when
Order Placed	A new order is placed
Order Confirmed	An order is paid
COD Confirmation	A cash-on-delivery order needs confirming. It asks the customer to confirm or cancel before you ship.
Order Shipped	An order ships
Out for Delivery	An order is out for delivery
Order Delivered	An order is delivered
Return to Origin (RTO)	An order is returned to you undelivered (needs Shiprocket)
Order Cancelled	An order is cancelled
Abandoned Cart	A checkout isn’t completed
New Customer	A new customer signs up
Refund Issued	A refund is issued
Review Request	A set time after delivery
Repeat Purchase Reminder	A set time after an order, to bring the customer back

Each card says when it sends, so you can be sure you’re setting up the right one.

Turn one on

1. Open the Auto Messages tab.
2. Click Enable on the auto message you want.
3. Choose an approved WhatsApp template.
4. Fill in the template’s variables with store data. See Shopify variables.
5. Save.

To turn on everything at once, click Set up all messages.

Once an auto message is set up, its card has Edit template, Pause (or Resume), Customize and Remove. Customize opens it in the flow builder, so you can add steps such as a wait or a condition. You can also manage these automations in Automate → Journeys.

Timed messages

Three auto messages let you choose when they send.

Abandoned Cart

Choose up to 3 reminders after a checkout is left. Quick picks are 1, 6, 10 or 24 hours, and you can enter your own times. The default is 1 hour, 6 hours and 24 hours. If the customer completes the checkout, the remaining reminders are cancelled.

Tip

Abandoned cart is usually the best-performing automation, because it reaches people who already chose a product. It’s also the easiest to overdo: three reminders is a nudge, six is a nuisance.

Review Request

Sends a set time after delivery: 6, 24, 48 or 72 hours. The default is 24 hours. Wait until the customer has had time to use what they bought.

Repeat Purchase Reminder

Sends a set time after an order: 15, 30, 45 or 60 days. The default is 30 days.

For timed messages you can also add a discount code to each reminder.

Pause or remove

Pause stops an auto message without losing its set-up. Resume turns it back on. Pause during a stock problem or a delivery delay, when the automatic message would say something that isn’t true.

Remove deletes the auto message’s set-up.

Before you start

Every auto message needs an approved WhatsApp template. These are order updates, not promotions, so create them in the Utility category. See Choose a template. Create and submit them first, so you have something to choose when you turn auto messages on.