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User Acquisition

This guide covers User Acquisition features including Meta Ads (CTWA), Referrals, Loyalty, Widgets, Influencer Marketing, and Product Abandonment, along with common issues and troubleshooting steps.

Overview​

User Acquisition helps brands bring new customers and re-engage existing ones through ads, referrals, loyalty programs, widgets, and automation-based journeys.

Meta Ads (Click to WhatsApp – CTWA)​

Watch Training: https://vimeo.com/843473040/d65753be32

How to configure CTWA on Meta Ads Manager​

Review the step-by-step configuration guide below:

How to publish the campaign on Facebook Business Manager​

Review the publishing guide below:

Flow not working after launching the Meta Ad campaign​

  • Step 1: Review the guide below to understand how to get the link, then ask the client to share their Meta shareable link.
  • Step 2: Open the shareable link provided by the client.
  • Step 3: Click the WhatsApp button or tab within the Meta preview.
  • Step 4: Check whether the configured flow is triggering correctly in the simulation.
  • Step 5: If the flow does not trigger or shows an error, raise a ticket to the Tech Team with the shareable link included.

Referral​

Watch Training: https://vimeo.com/839505441/2dab4009ea

Currently, no common issues have been documented for Referrals.

Loyalty​

Watch Training: https://vimeo.com/839505441/2dab4009ea

How to turn off Loyalty points​

  • Action: Go to Loyalty, then Settings, and select Message Configuration.
  • Action: Disable all configured loyalty messages and turn off the Rewards Widget.

Reward points given to a cancelled order​

  • Check: Verify in Shopify or WooCommerce whether the order is actually marked as cancelled.
  • Escalation: If the order is cancelled and points were still given, raise a CRB. If the order is not cancelled, points were correctly awarded.

How to redeem loyalty points​

  • Rule: Loyalty points can be redeemed only while placing an order.
  • Agent Action: Agents can manually convert loyalty points into a discount code for customers if requested.

Points not credited for last two orders​

  • Requirement: Loyalty points are credited only after the order is marked as Delivered by the shipping partner.
  • Other checks: Subscription expiry or template issues may also prevent point delivery.

Widgets​

Watch Training: https://vimeo.com/839505441/2dab4009ea

No commonly reported issues for Widgets at this time.

Influencer Marketing​

No commonly reported issues for Influencer Marketing at this time.

Product Abandonment​

Why are Cart Page Drop-offs not working​

  • Check: Verify if the toggle is enabled in the settings.
  • Automation Rule: Ensure there is no copied automation in Smart Automation; only the main automation will trigger.
  • URL Check: Visit the website. If the cart page uses a separate URL, raise a CRB.
  • Note: If the cart is not a separate page, Cart Page Drop-offs will not work. These users will instead be targeted via the Product Drop-offs automation.
Best Practice

Always validate Meta Ad flows, loyalty triggers, and automations by testing them end-to-end before escalating issues.

Escalation Checklist

When escalating to Tech or L2, include:

  • Brand Name
  • Feature Name (Meta Ads / Loyalty / Product Abandonment)
  • Flow or Automation Name
  • Exact Timestamp
  • Screenshots

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