A complete ecommerce campaign connects the promise in the message to a product the customer can buy and a team that can help. Use this blueprint for a requested restock alert, then adapt the same structure to another eligible customer need.
The result is a campaign brief your marketing, commerce and support teams can work from together. Bird’s WhatsApp commerce experience connects the conversation with product discovery and the business systems that confirm the purchase.
Define the campaign and its owner
For this example, the customer has requested a notification when a particular item and variant become available. The campaign should tell them when that request can be fulfilled, open the right item and stop when the request is complete or canceled.
Assign responsibility for the audience, stock source, content, response handling and results. Decide which markets and languages the first launch covers. Keep the initial scope small enough that the team can inspect failures and answer replies.
Prepare the customer and product data
| Input | Owning source | Check before sending |
|---|---|---|
| Requested item and variant | The customer’s recorded request | The selection still exists |
| Permission and preferences | The recorded customer choice | The intended message remains eligible |
| Availability | Commerce inventory | The item can currently be purchased |
| Product destination | The storefront | The link opens the requested variant |
| Language | Customer preference or agreed default | An appropriate approved version exists |
| Confirmed order | The order system | A completed purchase stops later reminders |
Use integrations to connect the relevant systems, and inspect how changes reach the campaign. A successful connector installation does not prove that a particular event or field is synchronized with the timing you need.
Build the audience and exclusions
Select people with an active request for the item and the appropriate permission. Exclude canceled requests, opt-outs, completed purchases and records missing information needed for an accurate message.
A contact profile and an audience have different roles: the profile holds customer context, while the audience selects people for this campaign. Keep current eligibility in the send decision rather than relying entirely on a list exported earlier.
For new subscribers, use the subscriber growth guide to design the collection path. A browse event alone should not be treated as a subscription.
Connect the sender and prepare the template
Use the connected WhatsApp account and number that will operate the campaign. Confirm ownership, eligibility and the relevant current limits. Follow number setup for a new connection, migration or eligible coexistence arrangement.
Prepare an approved template with the requested product, accurate availability and a clear next action. An illustrative draft is: “The linen shirt you requested is back in your selected size. View the item or ask us about fit.” Submit the actual wording, variables, media and languages through template authoring.
Choose the appropriate category for the real content. Approval does not establish permission or guarantee that the message can be delivered to each selected recipient.
Design the product page and reply path together
The product link should open the right item and variant. Keep stock, offer terms and shipping information clear. Preserve supported campaign parameters through redirects and checkout without exposing personal information in URLs.
Provide help for the decision the customer is likely to make. An AI agent can answer from approved product knowledge and permitted commerce actions. A person should be able to continue when the request needs judgment or the agent lacks an answer.
If the item becomes unavailable after sending, show the current state and a suitable next choice. Do not leave the customer at a broken cart or promise stock the store cannot supply.
Confirm the business action
The commerce system confirms an order. A message delivery, link click or native form submission does not prove that a purchase occurred. Use a stable order reference to join the result with the customer journey and prevent duplicate conversion records.
For a more involved purchase, WhatsApp Flows can collect structured preferences before checkout. Make the remaining steps explicit, including any external checkout or payment experience. Use the supported arrangement for the market instead of promising universal in-chat payment.
Test success and exceptions
Run a controlled exchange with authorized test recipients. Test an available item, missing language, canceled request and a product that becomes unavailable after the message is sent. Check the rendered message and storefront on a phone.
Exercise opt-out handling and a completed purchase while a later step is pending. Confirm that the response team sees the useful context. Verify the distinction between accepted, delivered, read where available and converted in your reporting.
Do not test by sending an unreviewed campaign to the production audience. Use the launch guide to prepare the controlled release.
Launch with a measurement plan
Record the eligible cohort and observation window before sending. Track confirmed orders, customer feedback and full campaign cost. Use published WhatsApp rates, plus the relevant production, acquisition and handling costs.
Compare a suitable holdout where practical to estimate additional purchases. Attributed orders are useful for reporting, but some customers may have bought without the reminder. The ROI worksheet shows how to keep those measures separate.
Adapt the blueprint
For cart assistance, change the trigger to an unfinished cart and focus the reply path on the purchase question. For a member offer, validate membership and offer eligibility. For a fulfillment update, use the order state and appropriate non-promotional purpose.
Preserve the same operating structure: accurate inputs, eligible audience, appropriate content, useful destination, clear exception path and a confirmed outcome. Talk to a WhatsApp specialist when you need to connect a larger commerce program.
Ecommerce questions
Should I add a discount to the first reminder?
Start with the customer’s need. Product or delivery help may be sufficient. Test whether a discount creates enough additional contribution after its cost.
Does an ecommerce integration make the campaign ready to send?
No. Verify the relevant fields, events, timing, permissions and business-state changes, then test the actual journey.
Can the customer finish without leaving WhatsApp?
That depends on the supported commerce and payment arrangement. Make the actual checkout path clear and preserve context when an external step is needed.