Automate WhatsApp order updates, abandoned carts, payment reminders and lead alerts with Shopify, Google Sheets and webhook workflows.
Step 1: Know when you need a template
Inside the 24-hour customer service window you can send free-form replies. Outside it, every message must use an approved template, and Meta charges for delivered templates. Most follow-ups happen after the window closes, so plan your templates first.
Step 2: Choose the trigger
| Situation | Trigger | First follow-up |
|---|---|---|
| New enquiry, no reply yet | Lead created in the CRM | A few hours later |
| Quote or brochure sent | Tag added by your team | Next day |
| Cart abandoned | Shopify or WooCommerce cart event | Same day |
| Invoice due | Due date in Tally or a sheet | Before the due date |
| Appointment booked | Calendar booking | The day before |
Step 3: Build the sequence
Use a drip campaign
For a fixed series of messages over days or weeks, create a drip campaign in the automations builder.
Or a workflow with delays
For event-based follow-ups, use a workflow with time delay blocks between messages.
Keep it short
Two or three follow-ups are usually enough. Each one should add something new: an answer, a reminder or an offer.
Update the CRM
Tag contacts as they move through the sequence, and move cards on boards so your team can see progress.
Step 4: Personalise every message
- Use the contact’s name and the specific product, course or property they asked about
- Insert dynamic values such as order number, due date or appointment time
- Send a personalised image or PDF where it helps, such as a quote or a ticket
Step 5: Stop at the right time
- Check a tag before each step, and remove contacts who have replied, bought or booked
- Honour opt-outs immediately; contacts can be stopped from receiving bulk messages
- Hand replies to a person in the shared inbox instead of sending the next automated step
Step 6: Measure and improve
Track delivery and failed messages, the reply rate at each step and how many contacts convert. Remove steps that rarely get replies, and rewrite templates that underperform. See WhatsApp automation and the automation platform for the building blocks.
Step-by-step documentation
Frequently asked questions
How many WhatsApp follow-ups should I send?
Usually two or three, spaced out, each with a clear reason. Stop as soon as the customer replies, converts or opts out.
Can follow-ups stop automatically when a customer replies?
Design the sequence to check a tag or field before each step, and update that tag when a reply or purchase happens.