On Order confirmation the WhatsApp button opens WhatsApp with a ready message for that customer. You write the messages once, under Order confirmation › Settings › WhatsApp messages (people who may change Order confirmation's settings).
Writing a message
- Pick a message in the list, or choose one from Start from a standard message….
- Give it a Name of the message. Callers see the name, so keep it short: Confirm, No answer, Part payment.
- Write the Message. Click a word under the box to put it in where the cursor is.
- The bubble beside it shows an example with made-up details. Press Save.
The first message is the usual one; Make usual moves a message to the top, Delete removes it. With more than one message, each card has a choice of message next to the WhatsApp button.
The words
| Word | Becomes |
|---|---|
{name} · {full_name} | The customer's first name · full name |
{order} | The order number |
{items} · {items_list} | The items in one line · one per line |
{total} · {due} | The order total · what is still to pay |
{city} · {address} | The city · the delivery address |
{store} | Your store's name |
{product_link} | A link to the product (your shop's search for it) |
{order_link} | The customer's own page of the order (view, confirm, change, cancel) |
{confirm_link} · {change_link} · {cancel_link} | The same page, opened on Confirm · Change something · Cancel |
The customer's own page
The links open a page for that one order: no login, valid for 7 days, and only for whoever has the link. It shows the items, what is to be paid on delivery and where the parcel goes (the phone number partly hidden). The customer can:
- Confirm my order: it shows as Confirmed in Order confirmation, in the Call log and in the order's History.
- Change something: they write what; it shows as Wants a change, with their words.
- Cancel my order: they say why and press Ask to cancel. It shows as Does not want it. The order is not cancelled in the shop: your team looks at it and decides.
An order that is already on its way shows its tracking number instead of the buttons; a cancelled order and an expired link say so. The page never shows your team's notes or the customer's record.
Buttons inside WhatsApp
With these links the customer taps through to a web page. For real buttons inside WhatsApp (Confirm, Change something, Cancel), see WhatsApp Business.