Ecomm+

Ecomm+ sends WhatsApp messages on its own when something happens in your Shopify store: a cart is left behind, a cash on delivery order comes in, an order ships. You set each message up once, and it goes out every time the event happens.

These are usually the most valuable messages you send. They reach customers at the moment they care most, about an order they just placed or a cart they just left, and nobody on your team has to remember to send them.

Before you start

Your Shopify store has to be connected, under Ecomm+ → Shopify Store Setup. Every message on these pages depends on your store telling WhatsApp Marketing what happened.

Every message Ecomm+ can send

Ecomm+ groups its messages into three flows.

How an order moves through Ecomm+

flowchart TD
    CART["Cart left behind"] --> AC["Abandoned cart 1, 2, 3"]
    AC -->|"Customer checks out"| ORDER{"How do they pay?"}
    ORDER -->|"Online"| OC["Order confirmed"]
    ORDER -->|"Cash on delivery"| COD["COD order confirmation"]
    COD -->|"No answer in 3 hours"| FU["COD order follow-up"]
    FU --> COD
    COD -->|"Confirm Order"| CS["COD order confirm status"]
    COD -->|"Cancel Order"| XS["COD order cancel status"]
    CS --> PR["COD payment request"]
    PR -->|"Not paid"| PREM["COD payment reminder"]
    OC --> FUL["Order fulfilled"]
    CS --> FUL

A customer only ever gets the messages that match what they did. If they check out after the first cart reminder, the second and third are not sent, and the order messages take over.

Setting up any Ecomm+ message

Every message is set up the same way.

1. Go to Ecomm+ and open the flow: Abandoned Cart Flow, Confirmation Flow or Order Flow.
2. Click the pencil icon on the message you want.
3. Pick an approved template, or submit a new one. The Setup Messages section has a library of ready-made templates to start from.
4. Map each variable in the template to a Shopify attribute, such as {{1}} to $FirstName.
5. Set the timing, for messages that have one.
6. Turn the message on.

The templates follow the same rules as any other. They need approval, and they are rejected for the same reasons. See Create a template and Why templates get rejected. The Shopify attributes you can map are listed in Tags and attributes.

Some messages only work when another is already on:

Opted-out customers

Ecomm+ follows the template's category.

• Utility messages reach everyone, including customers who opted out. An opt-out is from marketing, and an order update is about something they bought.
• Marketing messages skip opted-out customers. Cart reminders, reorder reminders and feedback requests do not reach them.

This is why an order update should stay strictly Utility. If it picks up an offer and is approved as Marketing, it stops reaching opted-out customers, right when they are waiting for their parcel. See Opt-in and opt-out.

Which to turn on first

Order confirmed and Order fulfilled. Customers expect to hear from you after paying, and they look for tracking. These two answer the questions your team would otherwise get by phone and email.

COD order confirmation, if you offer cash on delivery. Orders that are never confirmed are the ones most likely to be refused at the door, and you pay the shipping both ways. Asking first catches them before they ship.

Abandoned cart. It reaches people who already chose a product, which makes them the easiest group to win back.

The reorder reminder and the feedback request can wait until the others are running well.