Help CenterHelp Center / WhatsApp and notifications · Reference
Every field of the Messages card, and how to word the four order updates.
The Messages card lists every WhatsApp message your shop can send. Select a row to open it; each one is saved on its own.
| Row | Sent when | Starts as |
|---|---|---|
| Order confirmed | You accept a WhatsApp order | Free text, on |
| Out for delivery | A WhatsApp order is picked up for delivery | Free text, on |
| Order cancelled | A WhatsApp order is cancelled | Free text, on |
| Order delivered | A WhatsApp order is delivered | Free text, on |
| Verification code (OTP) | A customer asks for a sign-in code | Template, off |
| Abandoned cart, first reminder and second reminder | A cart reminder is due | Template, off |
| Back in stock | A product a customer waited for returns | Template, off |
gift_card | A gift card is sent to its recipient | Template, off |
gift_on_the_way | A gift order is out for delivery | Template, off |
The last two rows show their internal names on the screen. They are the gift card message and the gift-is-on-its-way message.
| Field | What it does |
|---|---|
| 2. Send this message | Switches this one message on or off |
| 3. Free text / Approved template | Free text reaches only a customer who messaged you in the last 24 hours. An approved template can be sent at any time |
| 4. Message | The free text, up to 1,024 characters |
| 5. Arabic message (optional) | Order updates only. Sent instead when the order is in Arabic. Blank sends the message above |
| Template name, Language, Variables, in order, Button variable | Template mode. See Templates and approval |
| 6. You can use: | The placeholders this message accepts |
| Save | Saves this message only |
| Reset to default | Shown once a row is saved. Puts back the starting text |
Write them in capitals inside double braces.
| Placeholder | Filled with |
|---|---|
{{ORDER_ID}} | Order number |
{{CUSTOMER_NAME}} | Customer name |
{{SHOP_NAME}} | Shop name |
{{DELIVERY_GUY}} | Delivery person |
{{DELIVERY_GUY_PHONE_NUMBER}} | Delivery person phone |
{{ORDER_READY_TIME}} | Ready by (time) |
When an accepted order has a ready time and your Order confirmed text does not place {{ORDER_READY_TIME}}, the sentence "Your order will be ready by (time)." is added for you.
The four order updates start as free text. That fits WhatsApp orders: the customer has just messaged your number, so the 24-hour window is open when you accept. A delivery the next day may fall outside it. To be sure late updates arrive, switch the message to Approved template.
In template mode the text and its language come from the approved template. The Arabic box applies to free text only.
| Message | Fix |
|---|---|
| "Write the message, or switch it off." | A free-text message that is on needs text |
| "Enter the approved template name, or switch it off." | A template message that is on needs a name |
| "Unknown placeholders: (list). You can use: (list)." | Remove or correct the placeholder |
After saving you see "(Message name) saved."