Automated messages

Automated messages follow up with your shop's customers for you: they remind people who left a cart, thank people who ordered, tell them where their order is, and reach out to those who have gone quiet. Each one is off until you turn it on, and each has its own settings and results.

Before you start

• A store connected to Hadir Chat. See Connect your Salla store.
• You are an Administrator, or your role has the permission "Connect and manage the store integrations, and which channel reads from which store".

The five messages

• Abandoned cart reminder: reminds the customer of their cart and stops as soon as they order. See Abandoned cart reminder.
• Win back customers and Review request: for customers who have not ordered in a while, and for those whose order has arrived. See Win-back and review request.
• Thank you after purchase and Order updates: after an order, and when its status changes. See Post-purchase thank-you and order updates.

The cart reminder, thank-you and order updates come with your store connection. Win back customers and Review request are included in the Growth and Business plans; if your plan does not include them, their cards show Not in your plan.

Turn a message on

1. In the sidebar, open Campaigns, then Automated messages.
2. Select Settings and results (2) on the message's card, check its wording and timing first, then select Save.
3. Back on the list, switch on the card's toggle (1).
4. Hadir Chat asks "Turn on “…”?". Select Turn on.

To stop a message, switch its toggle off and select Turn off. Messages not sent yet stop, and no new customers start.

Reading a card

• Revenue recovered or Revenue after messages: the value of the orders that came after the message.
• Paid templates saved by lower-cost channels: how many messages went out with no charge instead of as a paid WhatsApp template. In-window WhatsApp counts here only within automated messages' share of the number's first 1,000 service messages a month, which carry no Meta charge.
• The Last 30 days line: messages with no charge, paid messages and orders.
• Paid messages this month: how much of your monthly limit is used.

On the Settings and results page, Results (1) shows the same figures for the last 7, 30 or 90 days, plus Customers who entered, Customer replies and Asked to stop messages.

Rules for every message

• Lower-cost channels first; a paid WhatsApp template only if you allow it. See Channel order and WhatsApp cost.
• Nothing is sent between 10 pm and 9 am in your workspace's time zone; a message due then waits for the morning rather than being dropped.
• Never to a customer who asked to stop messages, and never the same step twice to the same customer.
• If the matching store notification is on for the same shop, the automated message stays silent, so the customer does not get two. See Customer notifications.

Note: try a message on yourself before turning it on. On the message's page, under Test send, step one goes to your own contact (the one with your email), and it is not counted in the results.