Set up the WhatsApp question
WhatsApp only lets a store start a conversation with a message template it has approved. Your store comes with a ready-made draft template for the question. Until WhatsApp approves it, customers are asked by email.
Submit the template
- Make sure WhatsApp Notifications is on and connected to your WhatsApp Business account (WhatsApp Cloud API).
- Open Messaging → Templates and choose the WhatsApp template for Delivery feedback (named Default).
- Check the text. The draft says: "Hi {{customer_name}}, your order {{order_number}} from {{store_name}} has been delivered. How was your delivery? Tap a rating below, from 1 (very poor) to 5 (excellent)."
- It has five quick-reply buttons: 1 - Very poor, 2 - Poor, 3 - Okay, 4 - Good and 5 - Excellent. Its category is Utility.
- Submit it to WhatsApp. Approval usually takes from a few minutes to a day. The page shows its review status.
Once it is approved, the Delivery feedback page stops showing Questions go by email until your WhatsApp template is approved, and new questions go on WhatsApp.
Changing the text or the buttons
You can reword the message and the buttons before you submit it. Keep these rules:
- Don't start or end the message with a variable such as {{customer_name}}; WhatsApp rejects that.
- Keep five quick-reply buttons. Start each button with its number (4 - Good, 4 stars) so the rating is read from it even if you put the buttons in another order. A button without a number counts as its position: the first is 1, the fifth is 5.
- Button text is at most 25 characters.
Who gets it on WhatsApp
- Customers who replied STOP or STOP ALL to your WhatsApp number are not asked on WhatsApp; they get the email instead.
- The question is an order update (WhatsApp's Utility category), so it does not need the customer's marketing opt-in.
- Like your other order updates, it can go out at any time of day; quiet hours apply to marketing messages only. Choose a Wait after delivery that suits when your deliveries usually arrive.
The email version follows your email rules: customers who unsubscribed from your emails are not asked, and every email has an unsubscribe link.