What are automations?
Automations are messages that are sent automatically via WhatsApp when something specific happens in your store: a pending payment, a completed purchase, an abandoned cart, or changes in your customers’ personalized data.
You don’t need to do anything manually. Configure the automation once and the platform takes care of sending the message at the exact moment your customer needs it.
Stores that have automations active recover more sales, retain more customers, and generate more conversations.
What do you need to use them?
Before activating any automation, you need to have:
- Your online store connected to ChateCommerce (Tiendanube, Shopify, VTEX, Magento, or WooCommerce).
- Your WhatsApp Business account connected to the platform.
- For personalized automations: custom fields created in your contact database.
If you already have these requirements, you’re ready to get started.
Available automations in ChateCommerce
Purchase
Abandoned cart
It’s activated when a customer adds products to their cart but doesn’t complete the purchase. ChateCommerce sends a WhatsApp message reminding them of the products they left and making it easy to return to the store.
It’s the automation with the greatest impact on sales recovery. Stores that have it active recover up to 61% of their abandoned carts.
Pending payment
It’s activated when a customer chooses an offline payment method (transfer, payment at agency) and the order remains incomplete. The platform sends a reminder via WhatsApp 24 hours after the order was created so the customer can complete the payment.
See how to activate the pending payment automation
Payment rejected
It’s activated when a payment attempt is rejected by the system. ChateCommerce sends an automatic message with a direct link to the purchase so the customer can try again with another payment method.
Between 15% and 40% of purchases fail due to rejections, many of them due to avoidable errors. This automation recovers those sales immediately.
Post-sale
Order completed
It’s activated when a purchase is confirmed successfully. The customer receives a WhatsApp notification confirming their order, which builds trust and improves the post-purchase experience.
Rate your purchase
It’s activated after an order is completed. The platform sends the customer a message inviting them to rate their shopping experience, which allows you to collect feedback and improve your store.
Custom
User update / creation
It’s activated when a new contact is created or a customer’s personalized information is updated. Perfect for personalized welcomes, notifications of changes in your sales funnel stage, expiration reminders, or any other situation you define with your custom fields.
Combine up to 3 conditions to create complex flows based on each customer’s specific data.
What are custom fields?
Custom fields allow you to expand the basic information of your contacts (name, email, phone) with data specific to your business: contracted plan, sales stage, expiration date, customer level, etc.
Available field types:
- Free text
- Number
- Date
- Yes/No
- URL
- Dropdown lists
Once created, these fields are available in each contact’s profile and can be edited from the contacts module or directly from the conversation. You can also use them to trigger personalized automations.
How to create an automation step by step
Step 1 — Go to Automations
In the sidebar menu of your account, go to Marketing → Automations.
You’ll see three clear categories: Purchase, Post-sale, and Custom.
Step 2 — Choose the event
Select the event you want to automate:
- Purchase: Abandoned cart, Pending payment, Payment rejected.
- Post-sale: Order completed, Rate your purchase.
- Custom: User update/creation.
Step 3 — Choose a template
Each event has pre-designed templates available. You can choose one with simple text, with a header image, with a button, or with an external link. If you need something specific, you can also create your own template.
Step 4 — Configure the sending
Give your automation a name and set up the sending rules:
- For standard automations: How long after the event the message is sent (e.g., 10 hours after abandoning the cart).
- For personalized automations: Which conditions must be met to trigger the message (combine up to 3).
You can see a preview of the message in real time.
Step 5 — Save and activate
Click Save and activate. The automation will be sent to Meta for review, which verifies that the content complies with its policies.
Important note: Approval can take from minutes to 24 hours. While it’s being reviewed, the automation is pending and won’t send messages. Once approved by Meta, it will be automatically activated.
Frequently Asked Questions
How many credits does each automation consume?
Each message sent consumes credits according to your contracted plan. You can check the details of consumption and credit usage in the Analytics section of your account.
Can I customize the message?
Yes. You can edit the content of each template and include dynamic variables such as the customer’s name, store name, order details, or your custom fields, among others.
Can I have multiple automations active at the same time?
Yes. You can activate all available automations simultaneously. Each one works independently and executes when the event that triggers it is met.
Can I deactivate them at any time?
Yes. You can activate or deactivate any automation whenever you need to in the Automations section of the platform.
Do they work with all e-commerce platforms?
Automations are compatible with Tiendanube, Shopify, VTEX, Magento, and WooCommerce.
Can I create automations based on personalized data?
Yes. Define your own custom fields and create personalized automations by combining up to 3 conditions. For example: send a message if a customer is in the “Lead” stage AND their plan is “Premium” AND the expiration date is in 3 days.
What’s the difference between standard and personalized automations?
Standard automations (Abandoned cart, Pending payment, etc.) are triggered by store events. Personalized ones are triggered by any contact data you define: custom fields, dates, statuses, sales stages, etc.