Playbook: D2C and e-commerce
Goal: answer pre-sale questions instantly, recover abandoned carts, and turn first-time buyers into repeat customers.
#Set-up
| Step | What to set up |
|---|---|
| Integration | Connect Shopify or WooCommerce. See Integrations. |
| Business Brain | Products, sizes, ingredients or materials, shipping times and charges, COD, returns and exchange policy |
| Catalog | Connect your catalog so customers can browse and order in chat. See Commerce. |
| Goal | "Help the customer choose and complete the order." |
#Flows
| Flow | Trigger | What it sends |
|---|---|---|
| Cart recovery | Abandoned Cart | Reminder with a link to the cart; second nudge after a day |
| Order updates | Order events from your store | Confirmation, shipped, out for delivery (utility) |
| COD confirmation | New COD order | "Please confirm your order" with Confirm and Cancel buttons; cuts fake orders and returns |
| Review request | 3 days after delivery | Ask for a rating or review |
| Replenishment | Days since purchase | Reorder reminder for consumables |
#Campaigns
New launches, sales and festive offers to segments such as "bought in the last 90 days" or "viewed but didn't buy". Keep marketing frequency reasonable: Meta limits how many marketing messages each person receives, and too many lead to blocks.
#Measure
Carts recovered, COD confirmation rate, repeat purchase rate, and revenue from WhatsApp.