How it works

A Template Automation is a direct link between:

• a stage of your pipeline (the trigger)
• a Meta-approved WhatsApp message template (the content sent)

Around this link, you have 4 options to fine-tune the behavior: delay, buttons, timeout, retries.

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The 5 ingredients

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1. The trigger pipeline stage

The starting point. As soon as an order arrives at this stage, the automation triggers. Examples: “To confirm by call”, “Confirmed”, “Shipped”, “Delivered”.

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2. The message template

The WhatsApp that will be sent. You choose from your Meta-approved templates. The template can contain:

• Text with variables (customer name, order number, amount…)
• An image, video or document in the header
• Up to 3 buttons (quick reply, link, call)

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3. Delay before send (optional)

How long to wait between the order arriving at the stage and the WhatsApp send.

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4. Buttons mapped to pipeline stages

It’s the heart of the model: each button of the WhatsApp template is linked to a pipeline stage. When the customer clicks the button, the order automatically moves to the corresponding stage. Example: It’s what transforms WhatsApp from a broadcasting channel to an interactive channel — without an agent having to follow up.

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5. Timeout and fallback stage (optional)

It’s the safety net: “if the customer doesn’t respond after N hours, switch the order to a fallback stage”. Typical case: confirmation message sent → 24h no response → switch to “Unreachable”. You configure:

• The timeout duration (e.g. 24h)
• The timeout starting point:
  • From the moment the message was sent
  • From the moment the message was received by the customer (delivered on their phone)
• The fallback stage where the order will switch

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The re-trigger rule

A simple but important option: allow or not a new trigger if the same order goes through the same stage again.

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The lifecycle of a triggered automation

Each time an order arrives at the stage, Sendocki tracks its journey in a send history. Each send goes through several states:

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A complete example

Trigger stage: “To confirm by call”
Template sent: “Confirmation request” (with 2 buttons: Confirm / Cancel)
Delay: 0 second (immediate send)
Buttons:

• “Confirm” → “Confirmed” stage
• “Cancel” → “Cancelled” stage

Timeout: 24h, starting point = message delivery
Fallback stage: “Unreachable”
Re-trigger: forbidden

What happens daily:

1. An order arrives at “To confirm by call”
2. The customer instantly receives a WhatsApp with the 2 buttons
3. If the customer clicks “Confirm” within 24h → the order moves to “Confirmed”
4. If the customer clicks “Cancel” → the order moves to “Cancelled”
5. If nothing after 24h from message delivery → the order switches to “Unreachable”

Zero human intervention for standard cases. The team handles only orders that need a real call.

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What’s next?