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System Notifications

This guide explains how different Notification types work and how to troubleshoot common issues across Order Nudge and Post-Order Notifications.

Overview​

Notifications help brands engage customers at different stages of their journey such as abandoned carts, reorders, order confirmations, deliveries, and feedback.

Order Nudge Notifications​

Abandoned Carts​

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  • How to integrate with Gokwik: Refer to the Integration documentation for Gokwik setup.

  • Abandoned cart troubleshooting steps:

    • Validate the template: Go to Abandoned Cart Notifications, then Settings. Copy the Template Name, navigate to Agent Support, and send the template to your own number.
    • Interpret the result: If an error is shown, the template is the issue; duplicate and replace it. If sent successfully, check 360dialog for violations. If no violations exist, contact L2 to check logs.

  • Other possible failure reasons:

    • Frequency capping for Marketing templates.
    • Customer has unsubscribed.
    • Order confirmation or another abandoned cart was sent in the last 24 hours.
    • WhatsApp is not available on the destination number.
    • DND hours are enabled in the dashboard.
    • BSP issues with providers like 360dialog, Gupshup, or Wati.

  • How to add product images: Go to Notifications, Abandoned Cart, Settings, and enable the option to Configure dynamic image for enhanced customer interaction.

  • Unique session metric: This represents the total number of unique abandoned cart notifications successfully sent.

  • Product image issues: Ensure dynamic image configuration is enabled. If Variant Image is selected but no variants exist, a default image is sent. Image size must be 5MB or less.

Reorder Notifications​

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  • Bot sends a random reply on reorder button: Go to Reorder Notifications and scroll to the Phone icon. Verify the assigned flow and assign the correct one if it is missing or incorrect.

Dormant Customers​

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  • Usage: Share the tutorial video and a brief explanation of Dormant Notifications with the customer to help them re-engage inactive users.

Post-Purchase Recommendations​

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  • How to enable: Share a copy of the mapping Google Sheet with the client. Once they map the Product ID to the Recommended Product ID, raise a ticket with the tech team.

Post Order Notifications​

Order Confirmation​

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  • Troubleshooting failures: Go to Order Confirmation, then Settings. Copy the Template Name and attempt to send it from the Chats section to your own number to test delivery.
  • Common failure reasons: Frequency capping, customer unsubscription, WhatsApp not installed, or BSP-specific issues.

COD Confirmation​

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  • How to disable: Turn off COD Charges under Bot Configuration and disable the COD Confirmation Notification.
  • Converting COD to Prepaid: Create a template without buttons and raise a tech ticket to shift users to the second flow for COD orders converted to prepaid.

Order Fulfillments​

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  • Adding tracking: For Shopify, go to Settings, Integration Suite, then Shipping Partner. For WooCommerce, confirm tracking exists in order notes. Custom stores are supported only via API.
  • Tracking link issues: Manually test the tracking link. If broken, contact the logistics partner. If the link is valid but not working in the bot, raise a CRB.

Feedback Notifications​

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  • Adjusting triggers: If feedback is triggered too early, go to Feedback Notification Settings and increase the number of days post-delivery.

Delivery and Out for Delivery​

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  • Delivery not sent: Test the template from the Chats section. If it works, check if logistics tags are present in the backend. If tags are present but messages fail, raise a CRB. If tags are missing, contact the logistics partner.
Best Practice

Always test templates manually from the Chat section before escalation to verify if the issue is with the content or the trigger.

Escalation Checklist

Include the following when escalating to L2 or Tech:

  • Brand Name
  • Notification and Template Name
  • Exact Timestamp
  • Relevant Screenshots

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