Automations and AI · Lesson 1 of 4
Your first automation: an automatic WhatsApp after an order
A customer who hears by themselves that their parcel is on its way doesn't need to ask. In this lesson you switch that on with a ready-made recipe, and you see what can go wrong.
8 minAvailable from Starter
What you'll learn
- Picking a recipe that fits your business
- Knowing when the automation starts
- Testing with a real order
- Checking why a message didn't arrive
Step by step
- 1
Open the recipes
Go to Automations in the menu and click Browse Templates. Pick a channel on the left or search by name. Recipes with the Pro label only work on Pro or Enterprise, and on Starter you have up to 5 automations.
- 2
Pick a recipe that fits
Click Use Template on Order Shipped. If you don't have a web shop, look at recipes like Away Message or Welcome Message, which suit, say, a physiotherapist who wants to say something outside opening hours. Start with one recipe, so you see it works before you switch on more.
- 3
Choose your system under Which store?
Pick WooCommerce, Shopify or Other system. On WooCommerce this recipe starts when an order gets the status completed, on Shopify when the order is fulfilled. Other system, like your own software through a webhook, Zapier or Make, needs Pro.
- 4
Sort out the message
In the builder, click the Send WhatsApp template step. Pick an approved template, or use Or: Bugalou's standard text and submit it. The next lesson explains how submitting works. If you have several WhatsApp numbers, choose under Send from which one sends the message.
- 5
Publish the automation
Click Save & Publish. In the overview under Automations it now says Active. If the template is still waiting for approval, this message only goes out once Meta has approved it.
- 6
Test with a real order
The Playground button in the builder lets you walk through the flow first. Then create a test order with your own phone number and set it to completed or fulfilled. Check that all the details are right, above all the link to track the parcel.
- 7
See what happens next
The message appears in the customer's WhatsApp conversation in your inbox. If they reply, you pick it up like any other conversation, and their reply opens the 24-hour window again.
Common mistakes
No phone number on the order
Without a phone number no WhatsApp can go out. Make the field required at checkout if you use this recipe, and watch country codes for customers abroad.
Tracking isn't known yet
An empty variable is sent as a dash. So only set an order to completed once the tracking details are in your store, or the customer gets a message without a link.
Assuming every message arrives
A message doesn't arrive if the number has no WhatsApp, if the customer opted out, or if Meta rejected or paused the template. Check your template's status if customers aren't getting anything.
Tips
- Write the text as you'd message someone yourself: short, with the customer's name and one clear next step.
- Switch on a new recipe at a quiet moment and keep an eye on the inbox on the first day.
- Meta charges per template, so think about which messages are really worth sending.
You're done when
- The automation says Active
- The template has been approved by Meta
- You've received a test message with the right details yourself
- You know what your team does when a customer replies
Frequently asked questions
Which plan do I need for automations?
Starter gives you up to 5 automations with the basic recipes. Pro has no limit, plus the recipes with the Pro label and starting through webhooks and Zapier. Automations aren't available on the Free plan.
Does this work without a web shop?
Yes. Some recipes have nothing to do with orders, and on Pro you can start through a webhook or Zapier on, for example, a new booking from your own system.
Why didn't my customer get a WhatsApp?
First check there's a phone number on the order, that the template is approved and that the automation says Active. If the customer opted out, Bugalou deliberately sends nothing.