Setting up Shopify flows
The Zaapi Flow Builder allows you to automatically send WhatsApp messages to your customers based on specific actions they take on your Shopify store. This guide explains how to use Shopify Triggers to streamline your customer communication, recover lost sales, and keep your buyers informed.
⚠️ Important Prerequisites
Before you begin building your flow:
Create your WhatsApp Template: These triggers are designed specifically to send WhatsApp Template Messages. You cannot use free-form text.
Add Variables: When creating your template in Zaapi, ensure you include variables (e.g.,
{{1}},{{2}}) for dynamic information like Customer Name, Order Number, or Checkout URL.Approve Template: Ensure your template is approved by Meta before attempting to link it in the Flow Builder.
Setting Up Your Flow
To get started, open the Flow Builder, click Start, and select Shopify Triggers. You will need to select your connected Shopify account (e.g., "Doi Sportswear") to proceed.
Here is a breakdown of the available triggers and how to use them.
1. Shopify Order Placed
The Value: This is the most common automation. It sends an immediate confirmation message as soon as a customer completes a purchase. This reassures the customer that their order was received and reduces "Did you get my order?" support inquiries.
How to set it up:
Select Shopify order placed as your starting trigger.
Connect it to the Send WhatsApp template action.
In the action settings, map the Phone Number field to the
{{shopifyCustomerPhone}}variable.Select your "Order Confirmation" template.
Map your variables (e.g., map
{{1}}toCustomer First Nameand{{2}}toOrder Number).
2. Shopify Order Fulfilled
The Value: Notify customers the moment their package is on its way. This builds excitement and trust. You can include tracking numbers or carrier details if those variables are available in your setup.
How to set it up:
Select Shopify order fulfilled.
Connect to the Send WhatsApp template action.
Select a "Shipping Update" template.
Map the relevant variables regarding the product list or order ID.
3. Shopify Checkout Abandoned
The Value: This is your revenue recovery tool. If a customer enters their phone number at checkout but leaves before paying, this trigger can bring them back to complete the purchase.
Note: This trigger fires automatically 15-20 minutes after the customer abandons the checkout. This delay is intentional to give them time to finish on their own first.
How to set it up:
Select Shopify checkout abandoned.
Connect to the Send WhatsApp template action.
Crucial Step: Select a template that includes a variable for the link.
When mapping variables, select Checkout URL. This generates a unique link that takes the customer exactly back to where they left off to complete payment.
4. Shopify Order Cancelled
The Value: If an order is cancelled (either by you or the customer), sending a confirmation message provides closure and good customer service. It confirms that the refund process (if applicable) has started.
How to set it up:
Select Shopify order cancelled.
Connect to the Send WhatsApp template action.
Use a template that politely confirms the cancellation.
5. Shopify New Customer
The Value: This triggers when a customer creates an account on your store (which may happen without an immediate purchase). It is a great opportunity to send a "Welcome to the Family" message or a first-time discount code.
How to set it up:
Select Shopify new customer.
Connect to the Send WhatsApp template action.
Use a general welcome template introducing your brand.
Pro Tip: Using Conditions
You don't just have to send messages to everyone! You can add Conditions between the Trigger and the Message to filter who receives them.
Filter by Order Value: Only send a VIP "Thank You" message if the order is above a certain amount (e.g., Order Value > 2000).
Filter by Product: Only send specific care instructions if the order contains a specific item (e.g., Order contains "Summit Pro Hiking Jacket").
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