Whatsapp templates - Exceptional cases (NDR)
- ASHITA GUPTA (Unlicensed)
- Mituj Rana
Exceptional cases for whats app:
The action is received when the order is not in failed delivery status.
Standard message to be sent to the customer @ASHITA GUPTA (Unlicensed)
No action is to be taken on the order @Lakshay Aggarwal (Unlicensed)
Multiple actions were received on a single failed delivery order.
For a single message, the user takes more than 1 action.
Multiple times failed delivery due to the same reason.
No change, if an order is failed multiple times, a message will be triggered. @Lakshay Aggarwal (Unlicensed)
Random input from the customer to the Eshopbox mobile number.
Standard message to be sent to the customer @ASHITA GUPTA (Unlicensed)
To be ignored at the webhook level @Lakshay Aggarwal (Unlicensed)
Random reply from the customer to Eshopbox message.
Standard message to be sent to the customer @ASHITA GUPTA (Unlicensed)
No action is to be taken on the order @Lakshay Aggarwal (Unlicensed)
The response of the customer needs to be logged in the form of activity @ASHITA GUPTA (Unlicensed) @Lakshay Aggarwal (Unlicensed)
Customer reply with image, doc, text, send location
Non-working / operational hours messages
OPEN:
From where the action is taken? How to identify? @Lakshay Aggarwal (Unlicensed)
When the user types anything other than the given actions: Standard message (Select from the options)
Thank you for getting in touch! We do not accept Whatsapp enquiries as of now and ask that you contact us at +91-9876543210 or via email at eshopbox@support.com. Our team would be happy to assist you. For now could you please help us out by letting us know your desired course of action?
Open for Gupshup- how the user is expected to behave when the above message is sent? Scroll up and take action, or previously sent message will be sent again?
When the user types anything without any action:
Thank you for getting in touch! We do not accept Whatsapp enquiries as of now and ask that you contact us at +91-9876543210 or via email at eshopbox@support.com. Our team would be happy to assist you.
When the user has not replied for 4 hours AND the order is still failed delivery - awaiting action: Follow up message.
Hi Ashita,
We hope this message finds you well. It appears that we haven't received a response from you on your Berrylush order ID 23456 having 4 items. Could you please help us out by letting us know your desired course of action?
Open for Gupshup- how the user is expected to behave when the above message is sent? Scroll up and take action, or previously sent message will be sent again?
When the user takes action after the conversation is killed:
Thank you for getting in touch! We do not accept Whatsapp enquiries as of now and ask that you contact us at +91-9876543210 or via email at eshopbox@support.com. Our team would be happy to assist you.
ACTION BUTTON- TRACK MY ORDER
When the user provides a mobile number of not 10 digits:
Hi Ashita! Please help us by entering a valid 10-digit mobile number. If you have any queries related to your order, you can contact us at +91-9876543210 or via email at eshopbox@support.com. Our team would be happy to assist you.
When the user provides an incorrect date for action select a new delivery date:
Hi Ashita, please select your preferred date of delivery from the given options. If you have any queries related to your order, you can contact us at +91-9876543210 or via email at eshopbox@support.com. Our team would be happy to assist you.
OPEN POINTS FROM GUPSHUP-
Customer chooses the same action button twice: Understand from the Gupshup team
Multiple actions taken for a single message (Reattempt delivery + Cancel): Understand from the Gupshup team