Flow templates

Flow templates help merchants launch automations without starting from a blank canvas.

A template is a prebuilt workflow structure with a recommended trigger, channel, message timing, actions, and safety checks. Merchants can customize copy, timing, audience rules, and templates before publishing.

Template principles

Good Enscale templates should be:

• Easy to understand in under one minute.
• Safe by default for WhatsApp consent and unsubscribe rules.
• Tenant-scoped and plan-aware.
• Editable without breaking the workflow structure.
• Measurable through workflow run and conversion metrics.

Template categories

Before using templates

Before a merchant publishes a flow template, confirm:

• Shopify installation is complete.
• Required Shopify webhooks are active.
• The target channel is connected.
• WhatsApp opt-in is configured for WhatsApp actions.
• Message templates are approved where required.
• The merchant plan allows the selected feature.

Abandoned checkout reminder

Recover shoppers who leave checkout before completing payment.

Suggested flow

1. Trigger when checkout is abandoned.
2. Wait for the configured delay.
3. Check whether the order was completed.
4. Check WhatsApp opt-in.
5. Send approved recovery message.
6. Stop if customer converts.

Notes

Keep the first message helpful, not pushy. If a discount is included, make the eligibility rules clear.

Order confirmation

Send customers a confirmation message after a successful order.

Suggested flow

1. Trigger when order is created.
2. Check WhatsApp opt-in.
3. Send order confirmation message.
4. Include order number and expected next step.

Order shipped

Notify customers when an order ships.

Suggested flow

1. Trigger when fulfillment is created.
2. Check tracking details.
3. Check WhatsApp opt-in.
4. Send shipping update with tracking link if available.

Order delivered review request

Ask for a product review after delivery.

Suggested flow

1. Trigger when order is delivered.
2. Wait for configured delay.
3. Check whether the order has already received a review.
4. Check WhatsApp opt-in.
5. Send review request.
6. Save submitted rating and review.
7. Sync aggregated rating to Shopify product metafield.

COD double confirmation

Confirm cash-on-delivery orders before fulfillment.

Suggested flow

1. Trigger when COD order is created.
2. Check WhatsApp opt-in.
3. Ask customer to confirm the order.
4. If confirmed, tag or mark the order as confirmed.
5. If not confirmed within the timeout, notify the merchant team.

COD to prepaid conversion

Encourage COD customers to switch to prepaid payment.

Suggested flow

1. Trigger when COD order is created.
2. Check WhatsApp opt-in.
3. Send prepaid conversion offer.
4. Include incentive if configured.
5. Stop if customer converts or ignores after configured attempts.

Reorder reminder

Bring customers back when a product is likely to run out.

Suggested flow

1. Trigger based on product purchase date.
2. Wait for product-specific reorder interval.
3. Check whether customer reordered already.
4. Check WhatsApp opt-in.
5. Send reorder reminder with product link.

Product upsell

Recommend related products after purchase.

Suggested flow

1. Trigger after order event.
2. Identify purchased product or collection.
3. Select related upsell product.
4. Check WhatsApp opt-in.
5. Send personalized upsell message.

Instagram comment auto-reply

Reply automatically when a customer comments on an Instagram post.

Suggested flow

1. Trigger when comment is received.
2. Check comment keyword or post rule.
3. Send public auto-reply.
4. Optionally continue with comment-to-DM flow.

Instagram comment to DM

Send a direct message after a customer comments on a campaign post.

Suggested flow

1. Trigger when matching comment is received.
2. Send public reply if needed.
3. Send Instagram DM.
4. Create or update contact.
5. Route replies to the inbox.

Coupon for popup subscriber

Send a coupon after a customer subscribes through a popup campaign.

Suggested flow

1. Trigger when popup subscriber is created.
2. Check consent and channel eligibility.
3. Send coupon message.
4. Tag or segment the contact.
5. Stop if customer purchases.

Template editing checklist

Before publishing a flow template, merchants should review:

• Message copy
• Delay timing
• Audience rules
• Consent checks
• Template selection
• Stop conditions
• Retry behavior
• Goal metric

Measurement ideas

Useful metrics for flow templates include:

• Workflow runs
• Message sent count
• Delivery rate
• Reply rate
• Conversion rate
• Review submission rate
• Revenue influenced
• Human handover rate

Implementation notes

• Store templates as reusable definitions separate from merchant workflow instances.
• When a merchant uses a template, copy it into a tenant-owned workflow draft.
• Never mutate the global template when a merchant edits their workflow.
• Keep template defaults safe for plan enforcement, consent, and unsubscribe checks.
• Use clear versioning so templates can evolve without breaking existing workflows.

Meta charges for WhatsApp template actions

Flow templates that send WhatsApp messages can create Meta WhatsApp charges when messages are delivered.

Marketing-style templates such as abandoned checkout, upsell, reorder, and campaign coupon flows are commonly charged differently from utility-style templates such as order confirmations and shipping updates.

Always show the approved Meta template category before a merchant publishes a WhatsApp workflow.

Read Meta template charges for billing and category guidance.

Instagram comment templates

Instagram comment templates let merchants turn campaign comments into public replies or private DM conversations.

Common templates include coupon keyword replies, product detail DMs, giveaway follow-ups, and support escalation flows.

Read Instagram comment automation for complete template guidance.

Next steps

• Read Getting started.
• Read Onboarding checklist.
• Read Troubleshooting.