Introduction

This detailed summary explains how to configure a WhatsApp Product Inquiry Trigger within an automation system, focusing on capturing user interest, displaying product details, and managing notifications.

The process involves setting up triggers, matching product IDs, displaying product information, and integrating notifications to support teams.

This guide is essential for businesses aiming to streamline customer interactions via WhatsApp, ensuring quick responses and personalized experiences.

Step-by-Step Setup and Key Features

1. Trigger Activation

• When a user clicks the business message button above the Add to Cart button and types a message, the Product Inquiry Trigger activates.

• This trigger captures:

  • Catalog ID

  • Product Retail ID

  • User message content

2. Available Data from WhatsApp

• The retail ID is crucial; it must match the SKU in the system to correctly identify products.

3. Matching Product IDs

• Access the system field dot.sku to retrieve the SKU.

• Ensure Retail ID matches SKU in the system.

• When matched, the system can display the relevant product directly to the user.

4. Storing Data for Automation

• Save:

  • Catalog ID into a user field

  • Retail ID into a custom field (retail_id)

  • Message content into an inquiry message field

5. Creating the Response Flow

• Use a template message to thank the user for their interest.

• Display product details via a card message:

  • Image URL (retrieved from system variable)

  • Product Name (from SKU)

  • Description (additional product info)

  • Optional: Price or other details

6. Designing the Product Card

• Add buttons for:

  • FAQs (e.g., delivery info, order tracking)

  • Talk to Support (connects to human agent)

7. Notification System

• When a user inquiries about a product:

  • Send notifications to Slack, email, SMS, WhatsApp, or Telegram

  • Include user contact details (phone number)

  • Notify support teams about the specific product inquiry

8. Conditional Routing for Specific Products

• Use conditions based on product name or SKU:

  • Save product name into custom fields

  • Route inquiries to different flows based on product categories or questions

• Example:

  • If product_name contains "X", route to a specific support flow

9. Customizing and Extending

• You can add multiple conditions to handle various products or inquiries.

• Save relevant data during the flow to personalize responses.

• Modify templates to include additional product info or custom buttons.

Summary

In summary, setting up a WhatsApp Product Inquiry Trigger involves capturing user interest, matching product IDs, displaying detailed product cards, and notifying support teams efficiently.

Properly configuring these elements ensures a seamless customer experience, quick responses, and effective management of inquiries.

Future steps include setting up Order Confirmed Triggers to automate post-purchase communications, which will be covered in subsequent tutorials. Implementing these strategies enhances customer engagement and operational efficiency, making your business more responsive and professional.