This page answers the most common questions about **Shiprocket Engage 360** — the all-in-one customer engagement platform for WhatsApp, SMS, email, and chatbot-driven seller communications. ## Getting Started Yes. Other than the dashboard available in the Engage panel for all modules, the sellers receive a monthly Engage performance report on the registered Email ID. Currently, the orders have to be processed manually from the Shiprocket Panel. By enabling “Auto Assign AWB”, the sellers can cut down on that manual work. Shiprocket Engage 360 is a comprehensive customer engagement platform by Shiprocket, helping sellers automate marketing, reduce RTO, and boost conversions through WhatsApp, SMS, email, and chatbot-driven interactions. It offers pre-built journeys, campaigns, and lead-capturing tools like Pre-Filled Popups for effortless customer communication. To activate Engage, follow these steps on Shiprocket website: 1. Click on the 'All Products' icon at the top-right corner of the Shiprocket Home page. 2. A list view will open, where you can select 'WhatsApp Solutions Engage360'. Note: If not available in the list view, you can connect to your KAM or contact to Shiprocket Support Team. Prerequisites:- Engage360 enable cases:- User requests KAM/Business SPOC to enable Engage360 Once is Engage360 enabled - User clicks on All Products (top right corner) Onboarding Journey:- User lands on Engage360 Home Page Step - 1 : User gets RTO Suite, Marketing, Chatbot, and CTWA blocks which when clicked offer a preview of their benefits on the right side. Step - 2: User clicks - 'Activate' CTA for whichever Engage360 module they want to activate. Step - 2 : User fills details in WhatAapp business account form and click proceed Step - 3 : User lands on channel selection screen, selects shopify channel and clicks Activate Engage360 There are the following benefits of Shiprocket Engage: 1. Reduce RTO – Minimize return-to-origin rates with automated order confirmation and fraud detection. 2. Automated Journeys – Boost conversions with pre-built workflows like Cart Abandonment and Welcome Users. 3. Pre-Filled Popups – Capture more leads with smart popups that auto-fill customer details. 4. Marketing Campaigns – Run targeted WhatsApp, SMS, and email campaigns instantly. 5. Click-to-WhatsApp Ads (CTWA) – Convert ad traffic into direct WhatsApp chats for better engagement. 6. Multi-Language Messaging – Communicate in buyers’ preferred languages for higher response rates. 7. Template Gallery – Use ready-made WhatsApp, SMS, and email templates for quick execution. 8. Detailed Analytics – Track campaign performance and optimize for better results. 9. Seamless Shiprocket Integration – Manage orders, reduce RTO, and enhance customer engagement in one place. Nurture customer relationships from pre-purchase to post-purchase through Email, SMS, WhatsApp, Onsite and Push. Discover their shopping behaviour through deep data analytics and hyper-targeted personalized recommendations to get more repeat orders. Engage360 utilizes Shiprocket’s verified database of identified users. If these users visit your website, you can market to them using Engage360 campaigns and journeys without needing to store user data locally. Yes, Engage 360 is integrated with Shiprocket, providing seamless order management and communication tools. Any eCommerce seller, D2C brand, or business looking to automate customer engagement and marketing can use Engage 360. While it works best with Shiprocket, some features like WhatsApp marketing and campaigns can be used independently. Yes, Engage 360 connects directly to WhatsApp Business API for messaging. Engage 360 is an all-in-one marketing and customer engagement platform designed to help businesses grow. It offers multi-channel marketing and engagement services. You can connect Engage with platforms like Shopify, WooCommerce, and more. It offers: 1. Automated Cart Abandonment, Checkout Abandonment and other Journeys – Set up pre-built workflows to engage customers at different stages. 2. Pre-Filled Popups – Capture leads easily with smart forms that autofill customer details. 3. Campaigns – Run marketing campaigns to introduce or re-engage your customers. We offers pre-defined campaigns on festivals and occasions that can be activated with a single click. 4. RTO Reduction – Minimize Return to Origin (RTO) by confirming addresses and engaging buyers before delivery. 5. Custom Chatbots – Set up automated responses and workflows for faster customer support. Engage 360 helps reduce RTO through: 1. Order Confirmation Messages – Automatically confirm orders via WhatsApp or SMS before shipping. 2. Address Verification – Allow customers to confirm or correct their address before dispatch. 3. Cash on Delivery (COD) Reconfirmation – Ask COD buyers to verify their order before shipping to prevent fake or unintentional orders. 4. Delivery Alerts & Follow-ups – Keep customers informed about their order status to ensure successful delivery. Connecting a third-party checkout platform such as Shiprocket Checkout, GoKwik, or Shopflo to Engage360 offers significant value in recovering lost revenue. When customers drop off at the final stage of purchase (after clicking “Buy” but before completing payment), these platforms can capture that “abandoned checkout” signal. Engage360 uses this signal to trigger highly personalized and timely WhatsApp messages—reminding the user to complete their purchase, offering support, or applying urgency with limited-time offers. This real-time re-engagement increases the likelihood of recovering sales that would have otherwise been lost. Engage360 actively monitors and listens for “abandoned checkout” signals from your checkout platform. When such an event is detected, Engage360 can immediately add the user to an automated WhatsApp flow. These flows can include reminders, support prompts, discount nudges, or trust-building content—all optimized to encourage the user to return and complete the transaction. You can also tailor flows based on payment method, cart value, or product category to increase message relevance and recovery rates. The traditional WABA onboarding route typically involves manual processes, intermediary coordination, and delays—often taking up to 1–2 weeks. In contrast, Self WABA via Engage360’s Embedded Sign-Up takes just a few minutes and gives your business full control from the start. You don’t rely on third-party approvals to edit templates, change settings, or access insights. Plus, you’re the account owner on Meta’s end, which means quicker access to new capabilities like Click-to-WhatsApp Ads, verified green tick support, and advanced analytics. In most cases, the entire onboarding process takes just 5–10 minutes. Once your prerequisites are in place, the Meta Embedded Sign-Up flow guides you through WABA creation, phone number verification, business name assignment, and template access. Compared to the traditional onboarding process that takes 1–2 weeks, this is significantly faster and more efficient, allowing you to start WhatsApp communication almost immediately. Carousel templates allow you to send multiple product or feature cards in one WhatsApp message. Each card can have an image, title, description, and CTA. This is particularly useful for showcasing multiple products, bundles, or feature highlights in one go. It improves user interaction by enabling swipe navigation and increases the chances of a click-through. With Self WABA, Carousel templates become accessible immediately upon approval by Meta. If you delete your Self WABA, all associated templates, phone numbers, and conversation history will be removed. Your WhatsApp number will also be de-registered, and you will no longer be able to send or receive messages using Engage360 until you complete a new onboarding process. Deleting a WABA is irreversible, so it should only be done if you are switching to a new setup or have no future plans for WhatsApp marketing. Yes, Engage360 offers end-to-end support throughout the Self WABA onboarding journey. This includes assistance with Embedded Sign-Up, number registration, template creation, integration with Facebook Ads, and post-launch troubleshooting. Our support team can also guide you through Meta’s verification process and help you interpret analytics. You’re never alone during setup or campaign management. For any queries, you can raise a request at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) Self WABA onboarding via Engage360’s Embedded Sign-Up flow is designed to be quick and efficient. Most businesses can complete it within 15–30 minutes, provided they meet all prerequisites like owning a verified Facebook Business Manager and a phone number not previously registered on WhatsApp. This is a drastic improvement over traditional onboarding, which typically took 1–2 weeks and required manual intervention from Solution Providers. If delivery fails, Engage360 helps you troubleshoot common causes such as unverified business manager, rejected templates, low-quality scores, or phone number issues. You can access error logs and message statuses directly from the dashboard. Our support team can further help resolve platform-level issues by working with Meta’s internal support if required. ## WhatsApp & Messaging If a customer is not available on WhatsApp, an IVR will be initiated. Post IVR, you can opt for manual calling by our dedicated outbound calling team. Please note that this functionality needs to be activated manually by yourself on Engage360 platform. Yes, you can write manual messages to your buyers within 24 hours from any response received from the buyer’s end. Yes! Engage 360 allows you to send messages in two languages- Hindi and English. You can customize your communication in multiple languages depending on your buyers' preferences. If the buyer isn’t available on WhatsApp, an IVR call gets initiated to the buyer immediately for the order confirmation. No. No. But the seller can view the manual queries under a filtered view in the virtual chat-box in the panel. Follow these steps based on your case: Case 1: Brand Name and Legal Business Name Are the Same Ensure that the Meta Business Manager's legal name matches the brand name. Case 2: Brand Name and Legal Business Name Are Different Your website must clearly show the relationship between your brand name and legal business name. Provide a Meta-verified screenshot of your brand when requested. Raise a ticket with Meta, mentioning the name discrepancy, and include a reference to the correlation displayed on your website. Currently, Engage 360 focuses on automated messages, but campaign tools allow you to send bulk messages manually. Yes, all templates for WhatsApp, SMS, and email can be customized to match your brand’s tone. There are several reasons why WhatsApp messages may not be delivered: 1. The recipient’s phone number is invalid or inactive. 2. The customer has not opted in for WhatsApp communication. 3. The message template is not approved by WhatsApp. 4. The business has reached its daily messaging limit. 5. Network issues on the recipient’s end. 6. Check your WhatsApp Business API status and ensure the number is correct. If customers receive duplicate messages: 1. Check if the same journey is triggered multiple times. 2. Ensure customers are not added to multiple overlapping campaigns. 3. Verify the message scheduling and delivery settings. Solution: Optimize journey triggers and avoid multiple campaigns targeting the same group. 1. They may have unsubscribed or opted out. 2. Their phone number is incorrect or inactive. 3. Messages may be blocked by their network provider. 4. WhatsApp messages may fail if the number is not on WhatsApp. 1. Ensure your WhatsApp Business API account is verified. 2. Check API keys and webhook URLs in Engage 360. 3. Contact Meta Business Support if needed. Yes, but you may need to go through the WhatsApp API verification process again. Contact our Engage360 Customer Support team for more assistance. Yes, use dynamic variables like \{\{customer\_name}} in templates for personalization. 1. Avoid sending too many promotional messages. 2. Ensure customers opt-in before messaging. 3. Personalize content and provide value. No, WhatsApp and SMS require explicit opt-in to comply with regulations. Yes, Engage 360 allows behavior-based triggers like cart abandonment, purchase history, and engagement levels. Engage360 also identifies unknown website visitors if you allow the permission, to gather user-behaviour based on internet activity, purchase history, etc. Yes, you can use your personal number with Engage360. 1. Enhance Your Brand Identity -> Maintain Brand Consistency -> Ensure your brand remains prominent in every customer interaction. 2. Engage and Build Trust -> Instantly connect with customers through campaigns, updates, and reminders, fostering stronger relationships. Requirements to Get Started: 3. A verified Facebook Business Manager account. 4. A phone number that is not already registered on WhatsApp. Yes, they can opt out of specific categories (promotional, transactional, etc.) via an unsubscribe link. Yes, if customer location data is available, you can create geo-targeted segments and send out messages to that segment. Yes, you can set up loyalty-based automations with discount codes or special offers depending on customer engagement. Yes, you can set a condition to pause the journey if the customer responds to prevent unnecessary follow-ups. 1. WhatsApp: 9 AM - 11 AM & 4 PM - 7 PM (Avoid late-night messages). 2. SMS: Noon & early evening work best for promotional messages. Too many spam reports reduce your WhatsApp quality rating and can temporarily block messaging. Ensure customers opt-in before sending messages. Yes, in Engage 360, you can send reminders through WhatsApp Chatflows as part of automated customer journeys. You can set up reminders for: 1. Abandoned cart follow-ups – Nudge customers to complete their purchase. 2. Payment or subscription reminders – Ensure timely payments or renewals. 3. Order updates – Keep customers informed about shipping and delivery. Custom WhatsApp flow in Engage 360 enhances customer engagement by providing instant, automated responses to queries, guiding users through purchase journeys, and assisting in cart recovery. With 24/7 availability, it ensures seamless customer support and boosts conversions effortlessly. Yes. Once your third-party checkout platform is connected to Engage360, you can build and automate recovery messages using the platform’s drag-and-drop journey builder. These WhatsApp messages can be timed (e.g., sent after 15 minutes of inactivity) and personalized (e.g., “Hi \{{name}}, you left a few items behind!”). You can also create fallback flows in case the user doesn’t respond to the first message, making your recovery campaigns more robust. Yes, Meta provides notifications within Business Manager if your WABA’s quality score drops or if there are restrictions on template usage. Engage360 pulls these alerts into your dashboard so you can act quickly—like editing templates, improving opt-in practices, or pausing underperforming campaigns. This helps you maintain a strong sender reputation and avoid penalties. If the number is already registered on WhatsApp (either as a personal account or through another business provider), you’ll be prompted to delete it from that service first. Meta does not allow a number to be active on multiple WABAs. Before onboarding via Engage360, make sure the number is not tied to an existing WhatsApp account, or be prepared to deactivate it from there to proceed. To integrate email with Engage 360, you’ll need to connect your email service provider (ESP) via API or SMTP. This allows you to send personalized email campaigns, track delivery, and automate responses based on user interactions. You'll configure the integration through the Engage 360 dashboard, inputting your ESP’s API key or SMTP details. For a more detailed step-by-step process, please refer to the documentation, which includes setup instructions and troubleshooting tips, [Email and SMS Integration](https://shiprocket.notion.site/Email-and-SMS-Integration-1d730121d9d080218ed3d93fe36d47f6). To integrate SMS with Engage 360, you need to connect your SMS gateway provider (like Twilio, Msg91, etc.) to Engage 360 via API or pre-built integrations. This will enable you to send SMS notifications, marketing messages, and alerts directly from the Engage 360 platform. Once integrated, you can set up SMS-based triggers, journeys, and campaigns. For a more detailed step-by-step process, please refer to the documentation, which includes setup instructions and troubleshooting tips, [Email and SMS Integration](https://shiprocket.notion.site/Email-and-SMS-Integration-1d730121d9d080218ed3d93fe36d47f6). "Here’s a clear step-by-step process to ensure product images are sent properly via the RTO Suite: 1. Go to RTO Suite in your Engage360 dashboard. 2. Click on “Settings”. 3. Click on Communication Setting and scroll to Pre-ship module. 4. Locate the option “Allow Product Image”. 5. Toggle it ON to enable product image sending in messages. Ensure the product image file size is below 5MB, otherwise it may fail to send. Enabling this setting and keeping image sizes optimized ensures smooth delivery of RTO messages with visuals." Yes, Engage360 supports omnichannel engagement, including Email and SMS. However, these integrations are currently managed only by Key Account Managers (KAMs). If you're interested, please reach out to your KAM who will configure the Email domain (via tools like SendGrid or Mailgun) and onboard an SMS provider. Once activated, these channels can be used in automated journeys and campaign modules. Self-service options for these integrations are under development. Read this document to know more. You can change your profile photo by editing your Whatsapp profile in Settings. Following is the navigation path:- Left Menu --> Left corner icon --> Settings --> Profile --> Whatsapp --> Edit --> Change Logo Wrong image in message - Check if image uploaded in the message is correct. Wrong image of logo - You can change your profile photo by editing your Whatsapp profile in Settings. Following is the navigation path:- Left Menu --> Left corner icon --> Settings --> Profile --> Whatsapp --> Edit --> Change Logo Whatsapp displaye names are subject to Meta approval. You can raise a support ticket from your Facebook manager or can connect with the Engage support team. "Whatsapp Flow" is a Meta feature and you can find API documents of same in Developer Documents of Facebook. ## RTO Suite & COD Orders The default flow includes two WhatsApp messages (including one reminder) & 3 IVR calls (including 2 reminder calls) for the order confirmation on COD orders. WhatsApp only for Address Verification & COD to Prepaid conversion. Yes. You can use the service only on COD orders. But the configuration needs to be made from the backend. Please reach out to us at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) for the same. We can transfer the information (tags & modifications) back to Shopify only as of now. It can be switched on from the panel itself. There is no one criteria. Many factors go into intelligently evaluating the quality of the address, like, # characters, pincode-state-city mapping, existence of the pincode, existence of the city, structure of the address w\.r.t the region it’s located in, gibberish words, etc. Depending on the various factors like, buyer’s past behavior, pincode delivery performance, time of the order placement, order value vs buyer’s average capacity, weight of the order, address quality, product historical performance, etc. A duplicate order is an order placed by the same individual from the same number within a span of 24 hours. It gets highlighted for the seller to utilize before shipping out the orders. As a seller, one can export the dump from the panel itself where all the above mentioned details are available. The seller can either manually review the requests to take actions or else the seller can automate the cancellation of those orders. The RTO Suite is designed to help customers manage Return to Origin (RTO) scenarios. It enables: 1. Avoiding cancellations by engaging customers proactively. 2. Keeping customers informed with timely updates. 3. Boosting delivery success by converting COD orders to prepaid. 4. Reducing RTO rates through address verification. Customers can use these tools to reduce RTO rates by up to 45% with minimal manual effort: 1. Access AI-powered insights on RTO risks and buyer address scores. 2. Use automated WhatsApp workflows for order confirmation, address verification, and COD-to-prepaid conversion. 3. Leverage outbound calling support for buyers unresponsive on WhatsApp. The Non-Delivery Report (NDR), referred to as Delivery Boost in Engage360, is an AI-powered tool that enhances delivery success by managing failed delivery attempts. Key features include: 1. Buyer Communication: Automate communication via WhatsApp for delivery confirmations and reattempts. 2. On-Panel Call Option: Directly call buyers from the platform to resolve delivery issues quickly. 3. Revenue Impact: Track additional revenue generated from successful reattempted deliveries. 4. Improved Delivery Performance: Reduce RTO costs by proactively engaging with customers to ensure successful deliveries. A set of tools that reduce Return-to-Origin (RTO) by verifying orders and preventing fraud. Not at all. The builder is designed to be user-friendly and doesn’t require any programming skills. Anyone from your marketing or support team can use it. No, the integration process is 100% no-code. Engage360 was designed with user-friendliness in mind, so you won’t need to write or deploy any custom scripts or code. To activate the integration, you simply toggle it ON in your Engage360 panel. If you're using Shiprocket Checkout, that’s all you need to do—the webhook is automatically connected in the background without needing you to input URLs or API keys. This simplicity ensures that even non-technical users can set it up in under a minute. No, the Engage360 Custom Chatbot Builder is completely no-code. It is built for marketers, CX managers, and business owners who want to build chat journeys without writing a single line of code. You simply drag elements like "Send Message", "Ask for Input", "Conditions", or "API Calls" onto the canvas and connect them visually. However, for advanced use cases (e.g. connecting third-party APIs), having basic understanding of APIs can enhance capabilities. To convert COD orders to prepaid, you need to integrate a payment gateway like Razorpay or Cashfree with your store or post-order journey. These gateways enable you to collect online payments securely through UPI, cards, wallets, or net banking. Once integrated, you can send payment links or custom checkout pages that are sent to COD buyers via WhatsApp, SMS, or email, nudging them to pay in advance. Payment gateways also provide real-time status updates, allowing you to confirm prepaid conversions instantly and prioritize such orders for faster dispatch. Having a trusted gateway builds buyer confidence and reduces the risk of RTO. To increase Prepaid conversions from COD orders, Engage360 recommends implementing the following strategies: 1. Offer Discount Coupons: Provide instant discounts (e.g., ₹30–₹50 off) for customers who choose prepaid at checkout or after placing a COD order. 2. Send COD-to-Prepaid Nudges: Use WhatsApp or SMS to send follow-up messages with a payment link, encouraging users to convert their COD order to prepaid. 3. Give Small Cashback or Wallet Rewards: Offer a small cashback or wallet credit for prepaid conversions to create an added incentive. 4. Clearly Display Refund & Return Policies: Show easy return and refund guarantees on the product page and in messages. This builds trust and reduces hesitation in paying upfront. 5. Highlight Faster Shipping: Mention that prepaid orders are prioritized for faster delivery, making it more attractive. 6. Use UPI for Quick Payments: Make the prepaid process smooth with one-click UPI links so users can easily convert without friction. 7. Target Repeat COD Customers: For those who frequently choose COD, trigger personalized nudges to build trust and encourage prepaid gradually. Implementing these methods consistently can significantly improve prepaid conversions and reduce RTO rates. "If your RTO (Return to Origin) messages are not getting delivered, there could be several underlying reasons. Here are the most common ones: 1. Negative Wallet Balance: If your WhatsApp Business Account (WABA) wallet has insufficient funds or is in negative balance, Meta blocks message delivery. Ensure your wallet is topped up in advance. 2. Wallet Recharge Delay: Sometimes, even after recharging, it may take a few minutes for the balance to reflect and resume message delivery. 3. Template Rejected or Needs Re-upload: If the RTO message template you’re using was rejected by Meta or has expired, it needs to be re-uploaded and re-approved before use. 4. Meta Approval Delays or Technical Issues: Meta might be experiencing internal delays in processing messages or approving templates, which can temporarily affect delivery. 5. Template Formatting Errors: Incorrect formatting (e.g., placeholder mismatches or missing parameters) can cause silent failures in delivery without showing obvious errors. 6. Phone Number Issues: If the recipient’s number is invalid, deactivated, or marked as spam by WhatsApp, the message won’t be delivered. 7. Rate Limits or Quality Rating Drop: If your phone number has a low quality rating due to high blocks or complaints, Meta may throttle or temporarily block delivery. To resolve these issues, check your wallet balance, confirm that your template is approved and correctly set up, and monitor your WABA health and quality rating regularly." "If your RTO Suite is not working, it could be due to a few common reasons: 1. Wallet Balance Issues: Your WhatsApp Business Account may have insufficient or negative wallet balance, which stops message delivery. 2. Template Problems: The RTO message template might be rejected, expired, or not yet approved by Meta. It may also need re-uploading due to changes. 3. Settings Misconfigured: Check if RTO Suite is activated and the relevant journeys are toggled ON in the panel. 4. Image Issues: If product images are enabled but exceed 5MB or the “Allow Product Image” setting is OFF, it can break the message format. 5. Meta Delivery Errors: Temporary issues from Meta’s side (like API failures or downtime) can impact message flow. 6. Phone Number Quality Issues: A low quality rating or spam reports can reduce message deliverability. If everything seems correct but it’s still not working, please reach out to us at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) with your account details." "No, you cannot send NDR (Non-Delivery Report) related communication as a marketing message on WhatsApp. Meta does allow NDR-related updates—such as delivery failures, re-attempt notifications, or address confirmation—but only as transactional or customer service messages, not promotional content. This means you must use pre-approved templates that clearly fall under utility or service updates. Additionally, these messages must strictly follow Meta’s policies, including no promotional language or offers. If a customer has replied recently, you can also communicate within the 24-hour conversation window, but again, the content must remain service-oriented. Any misuse of NDR communication (e.g., inserting marketing elements) can lead to template rejection, penalties, or restriction of your WhatsApp Business Account. For best practices, ensure your NDR templates are compliant and submitted for Meta approval before use." "The process to add your COD coupon in the RTO Suite: 1. Go to RTO Suite from your Engage360 dashboard. 2. Click on the “COD Coupons” tab in the sidebar. 3. Click on “Add New Coupon”. 4. Fill in the required details: a. Coupon Code (e.g., SAVE50) b. RTO Risk Level (Low, Medium, High) c. Coupon Type – choose between Fixed Value or Percentage d. Discount Amount (e.g., ₹50 or 10%) e. Minimum Order Value (e.g., ₹500) f. (Optional) Maximum Order Value 5. Click on “Add Coupon” to save it. 6. To check where the coupon has been applied, click on “View Orders”. 7. Use the Activity Toggle to activate or deactivate the coupon at any time. This setup helps incentivize prepaid conversions for high-risk COD orders." "To disable the RTO Suite, you have two options: 1. Turn Off Channel Sync: a. Go to your Engage360 Dashboard. b. Navigate to Settings -> RTO Suite section. c. Click on Channel Order Sync. d. Turn off the “Channel Sync” toggle. This will stop the syncing of order data and disable automated RTO communication. 2. Contact Support for Deactivation: If you're unable to access the panel or face issues disabling it manually, you can write to [srengage@shiprocket.com](mailto:srengage@shiprocket.com). Our support team will help deactivate the RTO Suite from the backend. Disabling the RTO Suite will stop all return-prevention journeys like address confirmation or NDR follow-ups. Make sure to inform your team, as this may increase the risk of order returns or delivery failures." ## Campaigns & Marketing Yes. We can collect Net Promoter Score (NPS) via WhatsApp. The same gets reflected in the ‘Buyer Experience’ section in the Shiprocket main panel. Yes. The seller can device the time intervals for all the 4 messages that can be pushed via Abandoned cart recovery. This is accessible in the panel itself. Yes. With the help of the Campaigns in the Marketing module of Engage360, the seller can opt, schedule and send broadcast messages considering promotional campaigns, offers, or updates. We recommend sending 2 messages in the first 24 hours & 2 messages in the next 48 hours of the buyer churning from the checkout. Engage allows the sellers to set-up the timings by him/herself. Launching a campaign on Engage360 involves 2 easy ways: 1. Scroll to Template Gallery to create a customised campaign for your users. 2. Select from Engage360 pre-curated campaigns, customise them or quick launch in a single click. Log in to Shiprocket Engage: - Navigate to your Shiprocket Engage dashboard using your credentials. Access the Segments Section: - From the main dashboard, go to the Audience and then Segments tab. This is where you manage and create your customer segments. Create a New Segment: - Click on the Create Segment button. Define Segment Rules: Set the criteria for your segment, such as: - Demographics: Age, location, gender, etc. - Behavioral Data: Purchase history, website activity, engagement with marketing emails. - Order Information: Products purchased, total order value, order frequency. You can combine multiple rules using AND / OR logic to refine the segment. Preview the Segment: - Once you define the rules, you’ll see a preview of how many users match the criteria. Save the Segment: - Name your segment and click Save. The segment is now created and can be used for targeting specific groups in your marketing campaigns. You can easily launch an Abandoned Checkout journey by following these steps: 1. Click on Journeys >Create Journeys >Create Custom Journeys 2. Fill details such as a Start trigger to be "Checkout Started" followed by other conditions, delay you require, and actions to be WhatsApp. 3. At the end, click on Save and your journey will be processed. You can access the Journey from the dashboard or from the Template Gallery and add Button URL to re-direct WhatsApp users to your desired Checkout page. With the current functionality of Engage360, you can only edit the Button URL from the message. If you want to make any other changes to the saved template, you'll have to delete the current template and create a new custom template. An abandoned cart occurs when a user adds items to their cart but does not proceed to checkout. An abandoned checkout happens when a user begins the checkout process but does not complete the purchase. For Shopify users, Engage360 automatically syncs abandoned cart data. Simply create an abandoned cart journey, and WhatsApp messages will be sent to customers for recovery efforts. Yes, Engage360 allows customization of recovery journeys. Users can: 1. Adjust wait times before sending reminders. 2. Define the number of follow-ups, such as sending a single WhatsApp message or combining multiple messages and emails. 3. Monitor performance via the Journeys Dashboard, tracking metrics like sent, delivered, and clicked messages, as well as revenue generated. With the current functionality of Engage360, you can only edit the Button URL from the message. If you want to make any other changes to the saved template, you'll have to delete the current template and create a new custom template. [WhatsApp Carousel Messages](https://app-engage.shiprocket.in/seller/channels/whatsapp/carousel-templates) allow businesses to showcase multiple products or services within a single message. In Engage360, users can: 1. Create carousel templates via the "Carousel Template" option during template creation. 2. Use this feature to design interactive, engaging messages for campaigns. Pre-built automation workflows like Cart Abandonment and Welcome Users that engage buyers at key touchpoints. Lead capture popups that auto-fill customer details, making sign-ups faster and boosting conversions. WhatsApp, SMS, email, and chatbot-based communication. Yes, it helps drive traffic from ads directly to WhatsApp for real-time engagement. You can choose from Engage360s Pre-Curated Pre-filled Popups templates and customise them according to your brand's logo and imag via the Engage 360 dashboard and integrate them with your website. Yes, you can create and schedule campaigns for Diwali, Christmas, and sales events. Engage360 also keeps curating and launching pre-defined templates of special occasions such as festivals and seasons. Yes, you can target inactive customers with WhatsApp, SMS, or email. You can also launch campaigns and journeys targeted to users who you want to re-engage. No, you cannot edit the entire campaign but only the CTA Button. You can pause and create a new one if you want to make more changes. Yes, campaigns can be scheduled for future dates. SMS campaigns can fail due to: 1. Invalid or incorrect phone numbers. 2. The recipient's number is registered on DND (Do Not Disturb). 3. The SMS provider has blocked certain promotional content. 4. You have exceeded your SMS sending limit. 5. Check your SMS provider’s rules and ensure numbers are correctly formatted. Possible causes: 1. The ad link is incorrect or not directing to WhatsApp. 2. The customer’s browser settings may block WhatsApp redirection. 3. The WhatsApp Business API may not be set up correctly. 4. The audience targeting in the ad campaign might not be relevant. Solution: Verify the ad setup, test the link, and refine your targeting. Emails may land in spam due to: 1. Lack of proper email authentication (SPF, DKIM, DMARC settings). 2. Use of spammy words like “Free”, “Buy Now”, “Limited Offer”. 3. Sending emails to a purchased or outdated email list. 4. Poor sender reputation due to high bounce rates. Solution: Use a verified email domain, clean up your email list, and avoid spammy language. Track metrics like sent and delivered count, open rates, ROI, spent, number of orders, revenue, and conversions in the analytics dashboard. Yes, you can download reports for further analysis. You can create custom segments based on purchase activity, demographics, and more. Engage360 also offers pre-defined segments such as Paying Customers, Never Purchased customers. High or Low AOV customers along with RFM segments. It depends on your WhatsApp Business API tier. Initially, you can message 1,000 unique customers per day, increasing with good performance. No, once deleted, a journey or campaign cannot be restored. Consider duplicating campaigns before making major changes. CTWA stands for Click to WhatsApp Ad. It is a type of advertisement that directs users to start a WhatsApp conversation with a business when they click on the ad. These ads can appear on platforms like Facebook, Instagram, or Google and typically include a "Send Message" button that opens a WhatsApp chat. Engage 360 helps recover these lost sales through: 1. Automated WhatsApp & SMS Reminders – Send timely messages with the cart link to encourage checkout. 2. Personalized Discounts – Offer special deals, COD coupons, and discounts via popups or messages to persuade customers to complete their orders. 3. One-Click Retargeting – Re-engage potential buyers with automated follow-ups. 4. Behavioral Triggers – Send reminders based on customer activity, such as visiting the checkout page without purchasing. Launching a campaign in Engage 360 is simple and requires a few steps: 1. Log in to Engage 360 and go to the "Campaigns" section. 2. Choose Your Campaign Type – WhatsApp, SMS, or Email. 3. Select an Audience – Upload a contact list or choose from your saved customer segments. 4. Create Your Message – Use a pre-approved WhatsApp template or customize your message. 5. Schedule or Send – Choose to send immediately or schedule for a later time. Once sent, you can track the campaign's performance with real-time analytics. They appear on your website pages based on defined triggers (e.g., exit intent, scroll depth, or time spent), prompting users before they drop off. Yes. Pre-Filled Popups are fully responsive and designed to function smoothly across all devices and screen sizes. Yes, you can define entry triggers like: 1. A campaign click 2. A specific WhatsApp keyword (e.g., “Track” or “Discount”) 3. User added to a segment (e.g., VIP customer) 4. Cart abandoned event This allows you to launch contextually relevant chat experiences instead of using a generic bot. Yes. Engage360 provides a detailed analytics dashboard for your Self WABA. You can view delivery metrics, cost per conversation, success/failure rates, read rates, and more. These insights are broken down by template, category (e.g., marketing, utility), and campaign, allowing you to optimize both messaging and spending. You no longer need to request reports from a provider—everything is at your fingertips. The popup automatically prefills data using Engage 360’s backend technology, which identifies visitors based on their interactions and previous sessions on your website. When a user returns or engages with your site, Engage 360 fetches their available details—like name or phone number—securely in real-time. This allows the popup to show a personalized, pre-filled form without the user having to type anything, reducing friction and increasing the chances of conversion. No cookies or third-party tools are used—everything is handled through Engage 360’s integrated tracking system. ROAS (Return on Ad Spend) for a journey is automatically calculated by Engage360 based on: 1. Total revenue generated by users who received a journey message and completed a purchase within a 7-day attribution window. 2. Cost incurred (if applicable) for sending WhatsApp messages. To view ROAS: 3. Go to Journeys > Click on a specific journey. 4. Click on the three-dots on the extreme right and click on ROAS Report. 5. Enter the email id where you would like to receive the detailed ROAS report. You’ll recieve the detailed ROAS report on your mail and will be able to see metrics such as Sent, Delivered, Clicks, Orders, Revenue, and ROAS. While both Abandoned Cart and Abandoned Checkout journeys aim to recover lost sales, they are triggered by different customer behaviors, require different integration setups, and target different stages of the purchase funnel. Understanding the distinction between the two helps you set up the right automation and maximize recovery. 🔁 Abandoned Cart What it means: Triggered when a user adds a product to the cart but does not proceed to checkout. When it's used: To re-engage casual browsers or users who showed initial purchase intent but did not take the next step. Key characteristics: 1. Requires integration of Engage360’s JavaScript SDK or pixel on your website’s product and cart pages. 2. Data collected includes product added, session info, and user details (if available). 3. Useful for platforms like Shopify, WooCommerce, custom websites, etc. Ideal when: 4. You want to remind users early in the funnel. 5. You capture cart-level data from both logged-in and guest users. 🧾 Abandoned Checkout What it means: Triggered when a user starts the checkout process but does not complete the payment. When it's used: To nudge high-intent buyers who almost made a purchase but dropped off before paying. Key characteristics: 6. Works only if you’ve integrated Engage360 with a checkout system like Shiprocket Checkout, Shopify Checkout, GoKwik, or Shopflo. 7. Captures structured data like name, phone, email, order value, payment method, and address. 8. Provides more reliable messaging since the user has submitted contact details. Ideal when: 9. You want to target high-conversion opportunities. 10. You rely on structured checkout flows to trigger abandoned journey logic. To upload a CSV for WhatsApp campaigns in Engage360, follow these steps: 1. Go to the “Campaigns” section and click “Create Campaign.” 2. Choose the channel (e.g., WhatsApp). 3. Under “Audience,” choose the CSV Upload option. 4. Download the sample format provided to ensure correct headers and formatting. The file should include: Phone number (10-digit numeric format), first and last name. 5. Upload the CSV file. The platform will validate the entries before proceeding. If the CSV has any errors, you can download the error report by entering your email id. 6. After successful upload, select template you want to use. 7. You can preview messages for each row using the “Preview” option. You can also send test campaigns by clicking on "Test Now". Note: Ensure all numbers are opted-in and correctly formatted, or they will be skipped during delivery. Optimizing campaign spends on Engage360 involves improving both targeting efficiency and message effectiveness. Here’s how: 1. Use Narrow, High-Intent Segments: Filter by recent purchases, cart abandoners, or high-value customers instead of blasting to all users. 2. Schedule Smartly: Avoid peak hours with low engagement. Test times like 11AM–1PM and 5PM–7PM for WhatsApp and post-lunch for Email. 3.Use 2-step Journeys Instead of 1-Time Blasts: Follow up only with users who click or don’t respond initially, reducing cost per conversion. 3. A/B Test Templates: Try variants of CTA wording, images, and offers to identify the best performing one. 4. Avoid Messaging Unreachable Users: Use health reports to avoid numbers that frequently fail delivery. To upload a custom audience via CSV: 1. Go to Campaigns > Create Campaign > Select WhatsApp as your channel. 2. Under the Audience section, select CSV Upload. 3. Download the sample CSV format to ensure correct structure. Your CSV should contain fields like: -> Phone Number (10 digit numeric format), -> Name, -> Other dynamic fields used in your template. 4. Upload the file and validate the data. 5. After validation, preview personalized messages row-wise and launch or schedule the campaign. Make sure all contacts are WhatsApp opted-in and follow formatting guidelines to avoid rejections. Targeting the right users is half the battle: 1. Use RFM Segmentation (Recency, Frequency, Monetary value). -> High RFM = Likely to convert with minimal incentive. -> Medium RFM = Respond well to discounts. -> Low RFM = Dormant or churned, test reactivation messages. Segment by: -> Last purchase time -> Category affinity -> AOV (average order value) Fashion needs timely and visual engagement. Top strategies: 1. Cart Abandonment Journeys with real product images. 2. Resock or refill products after a certain duration 3. Style drop alerts — Highlight new arrivals in specific categories. 4. Buy more, save more offers — Encourage bundling. 5. Festival + payday promotions with urgency. 6. Upsell with carousels after a purchase (e.g., “Pair it with...”) Use carousel templates and short CTAs. Target users within 7–14 days of browsing/purchase for highest effectiveness. If your campaign is stuck in “In Progress”: 1. Check delivery logs for batch progress. 2. It could be processing a large list or retrying failed sends. 3. Meta may be throttling your message volume (based on tier). 4. Sometimes campaigns hang due to template rejection or WABA issues. If no movement after 2 hours, raise a ticket with Engage support or contact your KAM for manual intervention. Yes, Engage360 supports both Quick-Reply and Carousel-based WhatsApp campaigns, provided your template is pre-approved with these interactive components. Quick Replies enable customers to respond with one-tap options like “Yes,” “No,” or “Show More.” Carousels let you showcase up to 10 products/services, each with an image, title, subtitle, and CTA buttons. These are ideal for fashion, electronics, or multi-category promotions. Ensure that your template is approved in the Marketing category and correctly mapped during campaign creation. Templates without interactive elements will send as static messages. Always test previews and maintain a JSON structure for Carousel-based inputs if using APIs. July --> 2025 -> Monsoon Season Begins: Campaigns for skincare, fashion, electronics August --> 2025 -> 9 Aug – Raksha Bandhan -> 15 Aug – Independence Day -> 16 Aug – Janmashtami -> 26 Aug – Ganesh Chaturthi Campaign Ideas: Rakhi Gifting, Patriotic Sales, Sibling Combos September -->2025 -> 4 Sep – Onam -> 22 Sep- 2 Oct – Navratri Campaign Ideas: Regional Campaigns (Kerala, Maharashtra), Festive Previews. October -->2025 -> 2 Oct – Dussehra -> 9 Oct- Karwa Chautha -> 20 Oct- Diwali -> 23 Oct- Bhai Dooj Campaign Ideas: Mega Festive Launches, Puja Offers, Dussehra Deals, Diwali Deals, Diwali Campaigns, Bhai Dooj Gifting, November -->2025 -> 14 Nov – Children’s Day ->28 Nov – Black Friday Campaign Ideas: Clearance + Black Friday December -->2025 -> 25 Dec – Christmas Campaign Ideas: Year-End Sales, Secret Santa, Gifting Campaigns, Pre-New Year Promotions Scheduling allows you to plan messages in advance for launches, reminders, or events. Here's how: 1. Go to ""Create Campaign"" and complete the setup. 2. Once your audience and template are mapped, instead of clicking “Send Now,” choose “Schedule for Later.” 3. Select the desired date and time (in IST). 4. The campaign will be saved under the “Scheduled” tab. Use this to avoid manual execution, especially during weekends or late-night sales. You can edit or cancel scheduled campaigns before their launch time. Ensure templates remain approved and your WABA tier allows sufficient throughput. Once your campaign is scheduled, Engage360 blocks the related amount from your wallet, which is refunded based on campaign performance, once the campaign is live. Email performance depends heavily on your audience and their daily routines. However, general best practices include: 1. B2C campaigns: Tue–Thu, 10 AM–12 PM or 5 PM–7 PM. 2. Lifestyle shoppers: Fri–Sun, evenings (7 PM–10 PM). 3. Working professionals: Tue–Wed mornings work best. Avoid sending emails late night or during high-traffic holidays. Test different timings using Engage360’s analytics. Consider A/B testing subject lines and send times to optimize for open and click rates. WhatsApp Business API currently supports up to 10 cards in a single carousel message. Each card can contain: 1. An image (JPG or PNG, less than 5 MB) 2. A title (up to 40 characters) 3. A short description (up to 60 characters) 4. A call-to-action button (e.g., “Buy Now”, “View More”) Engage360 fully supports carousel templates. You’ll need to create and submit a template in the Marketing category with the carousel layout to Meta for approval. Once approved, during campaign setup, you’ll upload creatives and text for each of the 10 cards. Carousels are great for showcasing product collections, outfit pairings, or multi-SKU bundles. Make sure the design is consistent across all cards and all links are tested before campaign execution. For WhatsApp campaigns via Engage360, the image file: 1. Must be less than 5 MB in size. 2. Should be in JPG or PNG format. 3. Recommended resolution: 1200 x 900 px (aspect ratio 4:3) for optimal display. For carousels, ensure each image follows the same dimension and quality for consistency. Avoid overly compressed or grainy visuals. Meta compresses images further at delivery, so keep image clarity high. Yes, video-based campaigns are supported for WhatsApp through Engage360, but only for templates that are pre-approved with a video media header. 1. File format: MP4 or 3GP. 2. Max file size: 10 MB. 3. Duration: Ideally under 1 minute for better loading on mobile devices. Use videos to demonstrate product usage, testimonials, or quick brand storytelling. Make sure audio and visuals are clear and branding appears within the first 5 seconds. If your campaign was charged on a "delivered" basis (pay-per-delivery), but the messages failed due to technical or platform-level errors, you are eligible for an automatic refund. Refunds are processed within 48 hours of campaign completion. You can track refund status from the “Campaign Summary” or “Billing” section. Delays may occur if the failure cause is under review. If you don’t receive a refund within 2–3 business days, raise a ticket with at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) or notify your Key Account Manager (KAM). Engage360 follows a transparent refund policy: 1. For message delivery failures due to user opt-in issues, expired numbers, or incorrect format—no refund is provided as these are sender-side errors. 2. For failures due to Meta downtime, Engage system issues, or WABA misconfigurations, a refund is initiated automatically. 3. Campaigns partially sent will show a pro-rated refund. You can view the refund logs and breakdown from your campaign dashboard. For cases that seem unclear, connect with your KAM or write to [srengage@shiprocket.com](mailto:srengage@shiprocket.com) . Always check template approval, user opt-in status, and correct number format to minimize non-refundable failures. ROAS (Return on Ad Spend) in Engage360 is calculated using the following formula: ROAS = Attributed Revenue ÷ Campaign Spend Attributed revenue is determined using a last interaction attribution model. This means revenue is assigned to the most recent eligible campaign or journey message the customer received within a defined attribution window. Key Rules for Attribution: 1. Last Interaction Basis: The system attributes the order to the last message (campaign or journey) sent to the user within the attribution window. 2. Channel Priority: If the user received messages from multiple channels, attribution is based on the following hierarchy: WhatsApp > SMS > Email 3. Campaign vs Journey Priority: If a user receives messages from both a campaign and a journey, the campaign takes precedence, even if the journey message was more recent. 4. Attribution Window: This is the period after a message is sent, within which an order must be placed for it to be attributed. The window is configurable for each channel. For Whatsapp and email it's 14 days, for sms it's 2 days. 5. Delivery/Read Status Requirement: Attribution occurs only if the message was: -> Delivered (for SMS) -> Read (for WhatsApp and Email) 6. No On-Site Attribution: Orders placed without any prior message interaction (such as direct website visits) are not attributed to Engage360 campaigns or journeys. This method ensures ROAS reflects the revenue influenced by actual user interaction with Engage360 communications. To make every rupee count in your campaigns: 1. Choose the right segment (e.g., High RFM buyers or frequent shoppers) over a bulk audience. 2. Define your value proposition clearly in the message — discounts, urgency, or exclusivity help. 3. Time your sends smartly — avoid weekends or late eveninings unless proven. 4. Use template personalization to boost engagement. 5. Limit frequency — don’t blast the same group daily. 6. Reuse successful segments and templates (A/B test first). 7. Track ROAS and optimize based on what works — drop low-performing formats or creatives. Pricing for Abandoned Cart notification via Whatsapp is same as per message cost of Marketing message Rs - 0.99/\_ Pricing for Abandoned Cart notification via Whatsapp is same as per message cost of Marketing message Rs - 0.99/\_ ## Chatbots & Automation No. While you can create customised journeys for a variety of purposes, Engage 360 offers pre-defined templates also for actions such as Cart Abandonment, Product abandonment, Welcome Messages, Product Review, and , Thank You. You can exclude specific contacts or segments from journeys. Yes, new workflows are continuously added. If the cart abandonment journey isn't working: 1. Ensure the Engage 360 integration with your website is active. 2. Verify if the customer has added an item to the cart but not completed checkout. 3. Check if the time delay for sending the message is correctly set. 4. Make sure the customer hasn’t opted out of messages. If the chatbot isn’t working: 1. Check if the chatbot is enabled in the Engage 360 settings. 2. Make sure the bot is trained to recognize relevant queries. 3. Ensure the WhatsApp Business API integration is active. 4. Test with different keywords to identify response issues. Yes, if you enable two-way communication, or include CTA buttons in your messages, your customers can respond or get redirected to your website directly. Yes, but ensure journeys don’t overlap to avoid sending duplicate messages. Yes, you can set day-specific triggers to send messages only on selected days. No, Although Engage 360 supports multi-channel flows, but you will have to create different journeys for different channels. Yes, you can add a purchase condition to prevent further reminders once a customer completes checkout. Run a test campaign using your own number before launching it for customers. WhatsApp Chatflows in Engage 360 are automated messaging sequences designed to interact with customers on WhatsApp. They help businesses streamline conversations, engage users, and drive actions like purchases, sign-ups, or feedback collection. 1. Trigger-Based Messaging – Messages are sent automatically based on user actions (e.g., abandoned carts, order confirmations, payment reminders). 2. Personalized Interactions – Use customer data to create tailored responses and offers. 3. Multi-Step Conversations – Guide customers through structured interactions, such as support queries, product recommendations, or surveys. 4. Seamless Integration – Works with your WhatsApp Business API, ensuring a smooth experience. Yes, you can edit and modify WhatsApp Chatflows in Engage 360 to suit your business needs. 1. Modify Message Content – Update text, images, buttons, or links to align with your campaign. 2. Change Triggers & Conditions – Adjust when and how a Chatflow starts (e.g., cart abandonment after 30 minutes instead of 1 hour). 3. Add or Remove Steps – Customize the flow by adding/removing messages, delays, or actions. 4. Personalize Responses – Use dynamic variables (e.g., \{customer\_name}) for a personalized touch. 5. Test Before Going Live – Preview and refine the flow to ensure smooth execution. These are the steps that you can follow to create custom chatbot: 1. Click on Custom Chatbot Builder from the side panel. 2. Click on Create Flow 3. Enter a Unique Flow name 4. Under Customize Template, write the buyer query to which you would like to create a custom flow. You can also add up to 10 variables such as buyer name, order ID. 5. Add Auto response by Seller which can also include up to 10 variables, an image, video, or document to better address the query, and emojis to make the response engaging. 6. Optionally, you can also use a Footer and Button. In the button, you can add a URL, such as your website URL. 7. Click on Save Template, and the Custom Template will be created. 8. You can add more flows to the existing flow by hovering over the Buttons. 9. Now you can edit the new modes, by simply customizing the template as done earlier. 10. By Clicking on Template Type drop-down, you can select if you want to create a template specifically for: \*\* Track Order \*\* Cancel Order \*\* Return Order 11. After making all changes, click on Save Template, then Save and Exit. Once your template is saved, you can manage your chat flows by accessing the My Chatflows home page, where you can view, activate, or de-activate all your chatflows and get key information such as: \*\* Chatflow Title \*\* Date Created \*\* Number of Templates \*\* Current Status \*\* Activate/ De-activate toggle You’re charged per conversation, not per individual message. A conversation is a 24-hour chat thread between you and your buyer. It starts (and is charged) when your message is sent to the buyer. These are the types of conversations available: 1. Marketing – Used for promotions, sales, and customer engagement, like product announcements, special offers, or cart abandonment reminders. 2. Utility – For important updates related to a customer’s actions, such as order confirmations, delivery updates, payment reminders, or feedback requests. 3. Authentication – For verifying user identity, like sending one-time passwords (OTPs) for login or account recovery. 4. Service – For customer support and answering inquiries initiated by the buyer. All these conversations will be buyer-initiated conversations which fall under the Service Category. Hence charges will be accordingly. 1. Abandoned cart follow-ups – Nudge customers to complete their purchase. 2. Payment or subscription reminders – Ensure timely payments or renewals. 3. Order updates – Keep customers informed about shipping and delivery. Yes, you can create tailored bots for various journeys like welcoming new users, confirming COD orders, recovering abandoned carts, and more—all in one dashboard. Currently, the chatbot is optimized for WhatsApp Business API, which is the most widely used channel among customers. Multi-platform support is on the roadmap. Yes, if the bot fails to understand the user input, you can configure fallback replies A chatflow is made up of nodes or blocks, each representing a message, user input, action, or logic. Core components include: 1. Message blocks (text, media, buttons) 2. Input capture (user name, phone, email) 3. Buyer query 4. Autoresponse by seller These components can be combined to create fully automated conversations that feel personalized and human. Yes. You can insert dynamic variables using double curly braces (e.g., \{{name}}, \{\{last\_order\_id}}). These can come from: 1. User input captured earlier 2. Metadata passed from campaign entry This allows you to keep the conversation contextual and personalized. Absolutely. You can build a multi-step form-style flow that collects fields one by one (like name, email, address, preferred product, etc.), validates them, and then processes the data. You can also define which fields are mandatory, apply basic validation rules (e.g., phone number format), and re-ask if the input is invalid. Yes. You can duplicate flows in Hindi and English, or dynamically set the language based on user input or location, e.g.: 1. “Choose your language: English | Hindi” 2. Then route them to the corresponding flow in that language This helps personalize based on region or customer preference. You can: 1. Create and edit a draft version of the bot 2. Test it internally Publish only after approval Changes do not affect users already in the flow unless explicitly triggered. Yes, Engage360 allows you to send WhatsApp reminders using chatflows. You can use delay blocks for timed follow-ups or trigger reminders based on user actions (or inaction). For reminders beyond 24 hours, use approved WhatsApp templates. Yes. Using Engage360’s visual journey builder, you can create custom flows specifically for users who abandon during Shiprocket Checkout. You can branch journeys based on order value, payment type (COD or prepaid), location, product type, and more. This lets you tailor the tone, message, and incentive for each user group, maximizing the chances of conversion. Definitely. Engage360 allows you to segment user journeys based on the event source, meaning you can build different flows for GoKwik, Shopflo, and Shiprocket Checkout users. This lets you account for differences in user experience or checkout design across platforms, ensuring your messages are highly relevant. The Custom Chatbot Builder in Engage360 is a no-code, visual interface that lets businesses design interactive chat flows for WhatsApp. Using drag-and-drop nodes, condition branches, and dynamic inputs, you can create automated experiences that guide users through conversations—be it for support, product discovery, lead generation, or conversion. It’s designed to be user-friendly, so even non-technical users can build sophisticated bots tailored to business needs. You can build a wide variety of automated chat flows, including lead capture forms, product recommendation engines, order tracking conversations, FAQs, service appointment bookings, and feedback collection. The builder supports both simple linear flows and complex decision trees with condition logic, making it flexible enough for everything from marketing campaigns to post-purchase support automation. The drag-and-drop interface allows you to visually create conversation flows by adding building blocks (or nodes) to a canvas. Each node represents an action or logic (like sending a message, asking a question, or branching based on a user’s input). You can link nodes together to determine the flow of the conversation. The interface also allows zooming, renaming nodes, color-coding branches, and saving flows for version control. Engage 360’s Custom Chatbot automates order-related communication seamlessly. For COD orders, the bot confirms the order by asking users to verify before processing. For prepaid orders, an automatic acknowledgment message is sent once the payment is confirmed. When an AWB is assigned, users are notified with the tracking ID, and once the order is shipped, the bot shares the tracking link. After delivery, the bot triggers an NPS flow, asking customers for feedback on their experience. If the NPS rating is low, it requests detailed feedback, while a high rating triggers a review or referral prompt. Custom flows also include order confirmation, where users can verify or update order details, address confirmation, to ensure accurate delivery, and return order requests, where users can initiate returns or replacements. Lastly, order update notifications are triggered for any changes or updates to the order status, ensuring customers are always informed. This enhances customer engagement and automates key post-purchase steps for a smoother experience. Journeys on Engage360 help automate customer communication based on real-time triggers like cart abandonment, order delivery, or payment failures. To create a journey, you first would like to create your own customised template. To create a template: 1. Click on Template Gallery from the left menu. 2. Select "Create New Template" and select WhatsApp then Standard Templates. 3. Enter the required details such as template name, body, header, and choose template purpose to be "Journeys". 4. Click on Apply Template. A template may take upto 8-10 minutes to be activated, as per Meta guidelines. After the template is activated, proceed to create the journey. 5. Go to the “Journeys” tab from the left-hand menu. 6. Click “Create Journey” and choose from templates like Abandoned Checkout, COD-to-Prepaid, etc., or start a custom journey. 7. Select the template you want to run and select the trigger event (e.g., “Order Delivered”, “Checkout Started”) and configure delays or conditions. 8. Add one or more WhatsApp or SMS messages, choose templates, and personalize them with variables like \[name], \[order\_id], etc. 9. Set additional filters (e.g., payment method = Prepaid) if needed. Click “Activate” to launch the journey. As an alternative, you can directly click on Journeys and select the type of journey yuo want to run and activate it in one-click. If a journey is not triggering, it’s typically due to one or more of the following reasons: 1. Missing Integration (Shiprocket Checkout): If you’re using Shiprocket Checkout and haven't enabled integration under Settings > Integrations, the platform cannot detect checkout-related events like “Abandoned Checkout” or “Order Placed.” 2. Event Not Triggering: If your journey is based on an event (like “Order Delivered”) and that event isn’t being pushed to Engage360 via webhook or synced from the backend, the journey won’t initiate. 3. No Opt-in: WhatsApp messages can only be sent to users who have opted in. If opt-in is missing, the journey will silently skip the user. 4. Incorrect Filters: If you’ve applied narrow or misaligned filters (e.g., “City = Delhi” but the user is from Mumbai), the user is excluded. 5. Template Issues: If the linked WhatsApp template is not approved by Meta or hasn’t been mapped properly, the message step may silently fail. 6. Product or Source Not Tracked: For abandoned journeys, if your website or checkout doesn’t have tracking code (JS SDK or webhook), events like “add to cart” or “begin checkout” won’t register. Journeys rely on accurate event tracking and message eligibility. Always check integration status, opt-in presence, and event flow in the Activity Logs. Shiprocket Checkout users must ensure the integration toggle is ON for journey triggers to work. To stop a journey: 1. Navigate to Journeys on your dashboard. 2. Turn off the Status toggle off, to deactivate the journey. You can later turn the toggle on to re-activate the journey. To trigger a Product Review Journey, the best event to use is “Order Delivered”. This ensures the user has received the product and had some time to experience it before being nudged. Suggested Flow: -> Trigger: Order Delivered -> Delay: 2–4 days (configurable) -> Message: WhatsApp with a product image, name, and a CTA button linking to your review page or app. You can personalize the message using dynamic tags: “Hi \[Name], hope you loved your \[Product Name]! Share your feedback and help other shoppers.” “Order Delivered” is the most reliable trigger for post-purchase review journeys. It ensures that your message is timed correctly, improving response rates and building social proof through customer-generated content. The Instagram Chatbot helps you automate conversations with customers through Instagram Direct Messages (DMs). It instantly replies to DMs, comments, or story mentions — helping you convert followers into buyers with minimal effort. Once connected, click Create Flow to build your chatbot. You can choose when to reply (DM, comment, or story), add keywords, create auto-responses, and use buttons or links to guide users — then click Activate & Exit to enable your chatbot. After creating a chat flow, you’ll see options to Enable/Disable, Export data, or Modify flow on the chat flow screen. You can use these controls to test or make changes anytime. ## WABA & Self WABA If the seller is self-onboarding, the initially attached number is a Shiprocket branded number. But, every seller with a verified Facebook Business Manager account can get their WhatsApp number White Labeled from the Shiprocket Engage team without any additional charges. The seller needs to connect with the team at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) The call won’t pass through if the buyer calls back on the virtual assigned number. But, a redirection / call forwarding can be applied to the same. For that, the seller needs to reach out to our Engage team on [srengage@shiprocket.com](mailto:srengage@shiprocket.com) & it will be taken care of. A virtual number is a Shiprocket pre-owned & WhatsApp approved number which is assigned as a default on all onboardings. With it, the buyer sees “Shiprocket” written as the sender’s name when the buyer receives the messages. If the seller opts for Self-WABA (White Labeled number), the buyers see the Brand’s name on the received messages chat-box. Yes. For that, the seller must have a Verified Facebook Business Manager account. If yes, the seller needs to reach us out at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) No. Only a new number (with no active WhatsApp) is needed for running a White Labeled Engage flow. A: To migrate your WhatsApp Business Account (WABA) to Engage360: 1. Ensure that your Meta Business Account is verified. 2. Disable Two-Factor Authentication (2FA): 3. Log in to Facebook Business Manager. 4. Navigate to WhatsApp Messenger > Phone Numbers > Two-Step Verification and click Turn Off Two-Step Verification. 5. Open the registered email and confirm disabling 2FA. Note: The migration process may take longer than expected. Please allow sufficient time and avoid commitments of a “one-day” process. Facebook Business Manager verification is required or recommended only for WhatsApp API accounts. If your account is a WhatsApp SMB Business App account, verification is not necessary. Ensure that the linked WABA account is a WhatsApp API account. Verification is not required for WhatsApp SMB Business App accounts. To improve your messaging limit: 1. Get Opt-In: Ensure users agree to receive WhatsApp notifications. 2. Wait Before Resending: Retry failed messages after 24-48 hours. 3. Provide an Unsubscribe Option: Include "STOP" or similar keywords in message footers. 4. Avoid Overloading: Space out messages to prevent user irritation. 5. Focus on Engagement: Send value-driven, engaging content. 6. Limit Cold Broadcasts: Reduce frequency and ensure proper opt-ins. If the Carousel Template option is unavailable: 1. Navigate to the Self WABA section in the Engage360 dashboard. 2. Click on Apply Now to migrate to the TSP flow. 3. Once migrated, the carousel template feature will be enabled. WhatsApp may reject a template for the following reasons: 1. The template contains promotional content (WhatsApp has strict rules on promotions). 2. Spelling errors, incomplete variables (e.g., \{\{1}}, \{\{2}} missing values). 3. Use of words that trigger spam detection (e.g., "free", "discount", excessive caps). Modify and resubmit them per Meta’s guidelines. You can also connect with our Engage360 Customer Support team if the issues keeps re-occuring. No, Engage 360 supports one WhatsApp Business API number per account for now. Yes, you can create and submit custom WhatsApp, SMS, and email templates. Yes, Engage 360 allows custom templates for each segment based on purchase behavior, location, or other filters. Setting up WhatsApp Business API (WABA) allows businesses to send automated messages and run marketing campaigns. Here’s how you can set it up: 1. Provide Business Details – Enter your company name, category, and phone number. 2. Verify Your Facebook Business Account – Complete the verification process on Facebook Business Manager. 3. Connect WABA to Engage 360 – Link your WhatsApp Business API account to the Engage 360 platform. 4. Start Messaging – Use WhatsApp for marketing, customer support, and automated engagement. With WABA, businesses can send bulk messages, automate responses, and improve customer interactions. When you have created the chat flow, you can click on it to find if your templates have been “Rejected” or “Active” - If Rejected - This template is not active. Rejected due to lack of complete information in the template or Meta guidelines. - If Active - This template is published and is currently being sent out to users. 1. To modify a template, just click on the chat flow and you’ll be re-directed to the Chat flow edit page. 2. You can click on the template you want to edit and simply make changes in the Customize Template panel. 3. Click on Update Template and the template changes will be saved. 4. Post making desired changes, click on Update and Continue, then Save and Exit to go back to the Chat flows Home page. Yes, your business must have a verified Facebook Business Manager account to apply for and manage your WABA. All WhatsApp automations, chatbot flows, and campaigns will stop. You’ll need to reconnect or reconfigure your WABA to resume services. Yes, the platform includes a built-in message template editor, and it tracks the approval status from Meta so you can go live quickly. Self WABA with Engage360 enables quicker onboarding (within minutes), complete account ownership, and early access to Meta’s latest features like Carousel templates and Click-to-WhatsApp Ads. Businesses can manage their templates, phone numbers, and messaging insights directly from the platform, giving them more flexibility and transparency. Self WABA (Self-managed WhatsApp Business Account) refers to a setup where the business directly creates and manages its WhatsApp account using Meta’s Embedded Sign-Up process, instead of relying on a third-party solution provider. Engage360 integrates this sign-up flow, allowing businesses to complete onboarding within minutes. You gain full ownership over your WABA, can access and manage message templates, phone numbers, and insights independently. This also unlocks faster access to new Meta features like Carousel templates and Click-to-WhatsApp Ads, making your communication strategy more agile, cost-effective, and scalable. No technical or coding experience is required. Engage360 provides a seamless UI that integrates directly with Meta’s Embedded Sign-Up flow. All you need is access to a verified Facebook Business Manager account, a phone number that hasn’t been used on WhatsApp before, and your business’s website. The platform walks you through every step, from WABA creation to number registration and template setup, making it beginner-friendly for business owners and marketers alike. With Self WABA, you gain full control over your WhatsApp message templates—creating, editing, and submitting them for approval directly through Engage360. Unlike provider-managed setups, you don’t need to wait for the partner to upload or edit templates. You can also view quality ratings for each template, track approval status, and make quick iterations to improve performance. This flexibility allows you to experiment with message formats and personalize communication much more effectively. Once onboarded, you can view a range of insights for your WABA in real-time. These include metrics like delivery rate, read rate, cost per conversation, and quality scores of templates. You can also monitor the number of messages sent per category (marketing, utility, authentication), template rejection rates, and message limits. These insights empower you to optimize campaigns for performance and cost, making it easier to justify WhatsApp as a high-ROI marketing channel. Self WABA provides early access to Meta’s latest features, including Carousel message templates, Click-to-WhatsApp Ads, enhanced CTA options, and deeper Facebook integration. Carousel templates allow businesses to showcase multiple products within a single message, making campaigns more engaging. Click-to-WhatsApp Ads enable customers to jump from Facebook or Instagram ads straight into a WhatsApp chat, helping generate leads directly. These features give you a competitive edge by improving both engagement and conversion rates. Yes, Engage360 allows businesses to apply for Meta’s official business verification, also known as the WhatsApp green tick, directly through their Facebook Business Manager. Having a verified green tick next to your business name boosts brand credibility, increases open rates, and reduces the chances of being flagged as spam. You must meet Meta’s eligibility requirements, such as having a registered business and strong brand presence. Engage360 can guide you through the application process if needed. Before beginning, you must have: 1. A Facebook Business Manager account with admin access 2. A valid phone number that is not currently registered on WhatsApp 3. A live website associated with your brand It’s also highly recommended to verify your Facebook Business Manager to avoid message volume limitations. If your BM is unverified, Meta restricts your messaging limit to just 250 messages/day, which may not scale for growing brands. If your Facebook Business Manager (FBM) remains unverified, your WhatsApp messaging limit is capped at 250 messages per day. This cap does not automatically increase, even if your campaigns are successful. Verifying your FBM allows you to gradually increase the messaging tier (e.g., to 1K, 10K, or more conversations per day), which is essential for large-scale marketing and retention campaigns. Engage360 recommends completing FBM verification early to avoid restrictions later. By default, Meta allows only 250 messages per day for newly created WABA accounts that are associated with unverified Facebook Business Managers. To scale beyond this limit (e.g., to 1,000 or 10,000 daily messages), you must verify your Facebook Business Manager. Engage360 encourages all businesses to complete verification as early as possible to unlock full messaging capacity and avoid delivery restrictions. Yes, Meta allows you to register up to two phone numbers per WABA account using the embedded sign-up flow. You can assign different numbers for different teams (e.g., support, marketing) or use them to handle high volumes across different customer segments. Engage360 helps manage both numbers within a single dashboard, where you can also monitor performance, assign templates, and maintain consistency across communications. Yes, Meta allows you to register more than 2 WABA accounts under the same Facebook Business Manager. You can use a variety of WhatsApp message templates, including: 1. Text-only templates 2. Media templates (images, videos, documents) 3. CTA templates (with website or call buttons) 4. Carousel templates (multi-card visuals with CTAs) These templates allow businesses to create rich, interactive messages that drive user engagement. Engage360 supports template creation, testing, and version management from within the dashboard. Click-to-WhatsApp Ads are Facebook or Instagram ads that open a WhatsApp chat when clicked. With Self WABA, your account can be directly linked to these ads, allowing you to run lead-generation campaigns that start real-time conversations on WhatsApp. This creates a seamless funnel from discovery (ad impression) to engagement (chat), leading to higher conversion rates. You can manage ad integrations easily via Meta Business Manager once your WABA is active. Yes, with Self WABA setup, you gain full administrative control over your WhatsApp Business Account. This includes the ability to unshare access with any third-party Solution Partners, delete your WABA, or change permissions/settings at any time. This is particularly useful if you wish to move providers or take full ownership of your account. Engage360 allows you to access these settings within your Meta Business Manager, ensuring complete transparency and control over your messaging infrastructure. Yes, if your Facebook Business Manager is set up to manage multiple assets, you can onboard multiple Self WABAs—each associated with a unique phone number and brand page. This is useful for agencies or large businesses operating multiple brands. Engage360 helps you switch between and manage these WABAs easily within the same interface, streamlining campaign creation, template management, and analytics for each. Yes. Engage360 allows you to view message quality scores for each template once your Self WABA is active. These scores are calculated by Meta and reflect user interactions—like how many users block or report your messages. Templates are ranked as High, Medium, or Low quality. If a template repeatedly gets low scores, it may be paused by Meta. Monitoring these scores helps you maintain healthy delivery rates and avoid penalties. Yes, there are key differences. In a BSP-managed WABA, the BSP owns the account and handles everything from template uploads to reporting. You, as the brand, depend on the BSP to make changes. With Self WABA, you own the account and manage everything via Engage360 and Meta directly. This gives you independence, flexibility, and faster access to new tools like Click-to-WhatsApp Ads or carousel templates. To verify your FBM, log into Meta Business Manager, go to Business Settings > Security Center, and click Start Verification. You’ll need to submit business documents, such as a certificate of incorporation or GST license, and confirm your business phone or domain. Once Meta verifies your business, your Self WABA will automatically qualify for higher message tier upgrades based on usage and performance. Absolutely. Self WABA seamlessly integrates with all of Engage360’s features, including automated journeys, campaigns, and pre-filled popups. You can create onboarding journeys, cart abandonment flows, promotional blasts, and more using your Self WABA. The advantage is that you’re using your own brand’s verified WABA for all communication, which boosts authenticity and customer trust. Yes, Self WABA supports all categories of WhatsApp templates: 1. Utility (order updates, reminders) 2. Authentication (OTP, verification codes) 3. Marketing (offers, promotions) Once your templates are approved by Meta, you can use them in automation or campaigns through Engage360. You can also categorize messages correctly to avoid compliance issues and optimize costs based on Meta’s pricing tiers. Yes, migration is possible. Meta allows businesses to move WABAs from BSPs to self-managed setups. However, the process can be technical and may require coordination between Meta, your BSP, and Engage360. Engage360 can assist in the migration by helping you create a new Self WABA and transition templates, phone numbers, and campaigns over. It’s best to discuss your case with our team to plan a smooth transition. Self WABA gives businesses greater control over data, which enhances security and privacy. Since you manage your own WABA via Meta and Engage360, you avoid unnecessary data access by third parties. Meta handles message encryption end-to-end, and Engage360 adheres to all applicable data protection norms. You also control your own template content and audience lists, which reduces compliance risks. Yes, as long as the recipients have opted in to receive WhatsApp messages and your template is approved under the Marketing category, you can use Engage360 to send broadcasts using your Self WABA. Broadcasts work well for flash sales, new launches, or limited-time offers. Make sure your Facebook Business Manager is verified and your message tier allows for the volume you plan to send. If a template is rejected, you can revise and resubmit it via Engage360. Meta typically provides a reason for rejection (e.g., policy violation, formatting issues). If a template’s quality rating drops due to poor engagement, it may be paused temporarily. In either case, Engage360 lets you monitor template status in real-time and take corrective action quickly—either by editing the content or creating new versions. Yes, Engage360 allows you to register up to two phone numbers under your Self WABA. This is especially helpful if you want to segment communication between support and marketing, or operate across two different brands or services. Each phone number can have its own display name, templates, and flow setup, giving you the flexibility to tailor experiences for different audiences—all from the same business manager account. With a Self WABA, you can create a wide range of WhatsApp message templates under Utility, Marketing, and Authentication categories. These can include order updates, delivery notifications, OTPs, promotional offers, and more. Engage360 allows you to easily submit and manage these templates within your dashboard, and also provides visibility into their approval status, quality rating, and usage history. Carousel Templates allow you to send a scrollable, multi-card message to your users on WhatsApp. Each card can have an image, title, description, and CTA button (e.g., “Buy Now”). With Self WABA on Engage360, you gain access to this advanced messaging format, which helps boost engagement and conversions—especially for product showcases, combo deals, or catalog-style marketing. Click-to-WhatsApp Ads are Facebook or Instagram ads that open a WhatsApp conversation when clicked. With Self WABA setup through Engage360, you can seamlessly link your business’ WABA to your Meta Ad Account, making it possible to run these ads and drive traffic directly to automated chat flows. This leads to higher engagement, better lead generation, and trackable conversion journeys—all starting from Meta Ads. Yes. Engage360 pulls data directly from Meta, giving you access to detailed message delivery metrics, conversation quality, cost tracking, and error rates. You can monitor message open rates, failed sends, template performance, and quality status, enabling you to optimize campaigns and ensure ROI on your WhatsApp communication strategy. Having a Self WABA doesn't automatically guarantee the blue tick (Verified Business Badge), but it does simplify and speed up the verification process. Since you control the WABA and are managing it directly through a verified Meta Business Manager, you can apply for the badge more transparently. Engage360 can guide you through the application and help ensure you meet all Meta requirements. No. When using Engage360’s Embedded Sign-Up process, only Meta Solution Partners are allowed to download WABA certificates. Since Engage360 handles the integration directly and securely, there’s no need for you to manage or upload certificates manually, reducing technical complexity. You simply follow the guided flow and everything is handled behind the scenes. Yes. With Self WABA, you avoid additional markups or handling fees typically charged by Business Solution Providers (BSPs). All messaging costs follow Meta’s official pricing structure, and you get direct billing visibility via your Meta account. Combined with Engage360’s automation tools, you can reduce costs while still accessing powerful campaign and journey features. Yes, Engage360 allows centralized management of multiple Self WABAs under the same dashboard. Whether you’re an agency managing multiple clients or a large enterprise with multiple verticals, you can easily switch WABAs, manage templates, add phone numbers, and monitor campaign performance—all in one place. This unified view boosts efficiency and oversight. Yes, Engage360 allows you to map your existing journeys to the newly onboarded Self WABA. All you need to do is reassign the new WABA as the sender in your flows. Templates may need to be re-approved under the new account, but all journey logic, conditions, and triggers remain intact—so your transition doesn’t disrupt ongoing campaigns. To ensure your WhatsApp templates comply with Meta’s guidelines and avoid rejection, consider these essential steps: 1. Adhere to Template Approval Guidelines: Create templates that are clear, concise, and directly relevant to your business. Avoid unsolicited or overly promotional content that could be deemed spammy. 2. Get Explicit User Consent: Always ensure recipients have opted in to receive WhatsApp messages from your business. Templates should reflect this consent, preventing unsolicited messaging. 3. Avoid Prohibited Content: Refrain from including content related to illegal activities, hate speech, adult material, or scams. Meta strictly prohibits such content in campaigns. 4. Personalization & Privacy Compliance: While personalizing templates, ensure that sensitive information is handled in compliance with privacy regulations and avoid using personal identifiers unless necessary. 5. Maintain Professional Language: Keep your language respectful and professional, avoiding exaggerated claims, misleading information, or offensive language. 6. Limit Emoji Usage: Use emojis sparingly. Excessive or irrelevant emojis can cause template rejection, as they may seem unprofessional or confusing. 7. Transparency in Offers: If promoting discounts or deals, clearly state all terms and conditions. Avoid making misleading claims or offering unverified products, especially in health or financial services. 8. Meta’s Message Capping Policy: Be aware of Meta’s message capping, which limits the number of messages you can send to users based on their interaction with your business. If users frequently opt-out or report your messages, you may face restrictions on the number of messages you can send. Learn more about Meta's Message Capping here. 9. Test Your Templates: Before submitting for approval, test your templates to ensure they meet Meta’s requirements and provide a positive user experience. To get started with WhatsApp for Business, you’ll need to create a WhatsApp Business Account and get an official WhatsApp number. The process includes onboarding through WhatsApp Business API, where you’ll verify your business information and phone number. Once approved, you can integrate WhatsApp into your business operations for messaging and automation. If you don’t already have a number, you can purchase one during the onboarding process. Please go through this document outlining the step-by-step process for [WhatsApp onboarding, Connecting Your WhatsApp Account in Engage360](https://shiprocket.notion.site/Connecting-Your-WhatsApp-Account-in-Engage360-1d830121d9d080d9b858ceb666d81dbf?pvs=74). "To verify your Meta Business Account, log in to Meta Business Manager and go to Business Settings > Business Info. If your account isn’t verified yet, you’ll see a ""Start Verification"" button. Click it and submit required documents like a business license, GST certificate, or utility bill along with your business website and phone number. Make sure the details match your legal business name. Meta may take a few days to review and approve. Once verified, you’ll have access to advanced features like WhatsApp API, ad credits, and higher trust signals for customers. Click here to access Meta Business Manager" "If you're not eligible for Meta Verified at the moment, it's important to first understand and meet all the required eligibility criteria. Meta Verified is currently available only in select regions and for specific types of business accounts. Make sure your business is located in a supported region and that your Facebook or Instagram account is connected to a valid Business Portfolio inside Meta Business Suite. To qualify, your business must: 1. Be authentic (represent a real entity), 2. Have a complete public profile (with a name, bio, profile picture, and at least one post), 3. Be notable (well-known and featured in multiple news sources), 4. Advanced Protection enabled in the business portfolio settings. Also, ensure you're at least 18 years old and have full admin control over the business assets. If you’ve already submitted documents and were denied, you can appeal through Meta Business Help or reapply after improving your profile to meet all criteria. Verifying your Meta account helps improve brand trust, so it’s worth refining your presence and applying again." To migrate your existing WhatsApp number to Engage360, you need a verified Facebook Business Manager and access to the Meta account where the number is currently registered. The number must either be unregistered on WhatsApp or deleted from your existing Business Service Provider (BSP) account before migration. Migration ensures you retain your business identity while using Engage360’s advanced features like campaigns, automated journeys, and real-time messaging. Your Key Account Manager (KAM) will raise a migration request with Meta. You’ll be required to accept asset-sharing permissions from Shiprocket’s Meta Business Manager and approve the system user request. During the migration, the number must remain inactive and accessible for OTP verification. Please note that chat history and templates from your previous provider will not carry over. Migration typically takes 1–3 business days after all approvals are completed. Once successful, your number will be live on Engage360, ready for campaigns, updates, and more. Messaging limits on WhatsApp are set by Meta and determine how many unique users you can message daily. Your limit increases based on your phone number status, quality rating, and conversation volume. New accounts start with 1K daily limit and can move up to 10K, 100K, or even unlimited. To increase limits: 1. Send messages regularly to real customers 2. Maintain high message quality 3. Verify your Meta Business Account You can check your messaging tier in the WhatsApp Manager via Meta Business Suite. Read here. To get the Green Tick—officially known as Meta Verified for Business on WhatsApp—you need to subscribe through the WhatsApp Business app. This subscription helps you establish a verified presence across WhatsApp, Instagram, and Facebook. However, this feature is not yet available to all users. To know more about subscriptions, read here or connect with your dedicated Key Account Manager (KAM). To proceed on your own, check availability, open the WhatsApp Business app, go to Tools or Settings > Meta Verified. If you don’t see this option, it means the feature hasn’t rolled out to your account yet. You can choose to join the waitlist. Before applying, make sure your business complies with WhatsApp’s Business Policy. You'll also need valid business documentation matching the name you intend to verify. Steps to Subscribe: 1. Tap Meta Verified in Business Tools. 2. Tap Continue, then choose the recommended subscription package. 3. Select the WhatsApp account you want to verify. You can also verify linked Facebook/Instagram accounts together. If eligible, set up your payment method and tap Pay (refunded if verification fails). 4. Select or add your business and verification method. 5. Provide your business verification info, then submit your application. The verification process can take up to 3 business days. Once approved, your WhatsApp profile will show the green tick badge, and your account will be protected against impersonation. If your business has multiple WhatsApp accounts, you can mark them as Protected Business Accounts after subscribing to ensure added security. Meta may reject your WhatsApp message template for several reasons. Common causes include: 1. Policy violations: Templates that include misleading claims, financial guarantees, or inappropriate language will be rejected. 2. Promotional content in Utility templates: Ensure you select the correct category (Marketing, Utility, or Authentication). 3. Incorrect use of placeholders: If your variable fields (like \{\{1}}, \{\{2}}) are placed awkwardly or inconsistently, it may trigger rejection. 4. Excessive formatting: Overuse of bold, ALL CAPS, or emojis can lead to rejection for appearing spammy. 5. Poor grammar or unclear message: Templates must be well-written and easy to understand. Always preview the template and ensure it complies with Meta's Template Guidelines. Yes, you can run multiple campaigns simultaneously on Engage360, even if they use different templates. Each campaign runs independently, with its own audience, creative, and delivery metrics. However, keep these things in mind: -> Avoid targeting the same customer in both campaigns to prevent overlap and spamming. -> Your WhatsApp number's messaging tier and template quality rating may influence delivery speed if both campaigns have large audiences. -> Check template approval status and opt-in status for each audience. -> Running parallel campaigns is especially effective when you want to A/B test messaging or target distinct segments (e.g., new vs repeat customers). You can only modify variable parts of an Merta approved template. If you need to modify content then you can create a new template and replace the existing template. If you already have approved new template then:- Go to "Journey" in left menu then click 3 dots and select "Edit". Now you can change the template from right side pan. ## Integrations Yes. We offer integration with Shiprocket Fastrr right now. You can delete & add a different Payment Gateway whenever you need. Yes. Engage is live with Unicommerce, EasyEcom, Viniculum & OMSGuru. Yes. Engage helps the sellers minimize manual workload. The seller can wait for the buyers to respond for a certain period of time & if not responded, utilizing force verification, the seller can automatically process the unresponded ones further. The seller can simply toggle on the required information from the “Engage Automation” section from the “Settings” section of the panel. Yes, it works with Shopify, WooCommerce, and custom websites. It supports integrations with various CRM and marketing platforms. Yes, you can automate payment confirmation messages. 1. **Connect to Engage 360:** - Log in to your Engage 360 panel and navigate to the **Integrations** section. - Click on Checkout Partners and select **Shiprocket Checkout** from the available integrations. - Turn the Shiprocket Checkout **toggle On** to Enable receiving events for your checkout journeys. 2. Once this is done, you will start seeing last event recorded details in Engage 360 platform using which you can trigger Abandoned Checkout flows. 1. **Connect to Engage 360:** - Navigate to the **Integrations** section on your Engage panel. - Click on Checkout Partners and select GoKwik from the available integrations. - Turn the toggle on and click on the Down button to get API credentials. - Copy the key details such as: - URL 2. **Login to your GoKwik Panel:** - Make sure you have admin access for your Gokwik account - Go to Kwik Checkout > Settings > Integrations > Re-Marketing Tools - Turn the toggle On for “Abandoned Cart Configure Webhooks” - Copy your Webhook URL from Engage panel and paste here - Click “Save Changes” 3. Once this is done, you will start seeing last event recorded details in Engage 360 platform using which you can trigger Abandoned Checkout flows. 1. **Connect to Engage 360:** - Log in to your Engage 360 panel and navigate to the **Integrations** section on your Engage panel. - Click on Checkout Partners and select **Shopflo** from the available integrations. - Turn the toggle on and click on the Down button to get API credentials. - Copy the key details such as: - URL - Header Name - Header Value 2. **Login to your ShopFlo Panel:** - Click on Settings - Enter API Credentials: - URL - Header Name - Header Value 3. Turn the Webhook Configuration toggle On to Enable receiving events for your checkout journeys. 4. Once this is done, you will start seeing last event recorded details in Engage 360 platform using which you can trigger Abandoned Checkout flows. Yes, Shiprocket Checkout is natively supported in the Engage360 ecosystem. You can activate it in just a few clicks through the “Checkout Partners” section of the Integrations tab inside your Engage360 dashboard. Once enabled, Engage360 begins receiving real-time checkout-related events, such as when a user abandons a purchase mid-way. These events can then trigger automated recovery messages or help inform more advanced user journeys. To access integration settings, log into Engage360 and click on the Settings icon on the top right. From there, navigate to the Integrations tab in the side menu. Within Integrations, you'll find a section titled Checkout Partners. Here, you’ll see all the supported platforms, including Shiprocket Checkout, GoKwik, and Shopflo. This is where you’ll enable, configure, or monitor integrations for your store. Once a checkout integration is toggled ON, Engage360 begins to receive and log all relevant checkout events in real-time. You'll see a “Last Event Recorded” status appear on the integration panel—this helps verify that data is flowing in correctly. These events then become inputs for your WhatsApp journeys. You can use them to trigger recovery messages, update customer profiles, or start analytics tracking. For Shiprocket Checkout, Engage360 handles most of the heavy lifting for you. Simply enabling the toggle in the Checkout Partners section is enough—there’s no need to copy URLs, headers, or tokens. This auto-connection is possible because Shiprocket Checkout is deeply integrated within the Shiprocket ecosystem that Engage360 is a part of. After enabling the Shiprocket Checkout integration, return to the Integrations dashboard and check for the “Last Event Recorded” line beneath the Shiprocket Checkout section. If this line shows a recent timestamp, your integration is live and functioning. You can also perform a test checkout on your site and monitor whether the event is logged in the Engage360 dashboard. In case your issue is not resolved, contact our support team at [srengage@shiprocket.com](mailto:srengage@shiprocket.com). Inside your GoKwik merchant panel, navigate to Kwik Checkout > Settings > Integrations > Re-Marketing Tools. There, find the “Abandoned Cart Configure Webhooks” section and paste the Engage360 webhook URL. Once saved, GoKwik starts pushing real-time checkout data directly into Engage360. As soon as the webhook is saved and enabled, GoKwik will begin sending Engage360 real-time data whenever a user begins checkout and fails to complete it. This event becomes the entry point for recovery journeys, allowing you to follow up with users via WhatsApp with minimal delay. No, GoKwik’s integration process is simple and doesn’t require any additional authentication headers. All you need is the Webhook URL, which makes it faster to set up and test compared to more advanced integrations like Shopflo. Shopflo requires a few extra steps for a secure integration. In Engage360, enable Shopflo from the Checkout Partners section. You’ll be provided with a Webhook URL, Header Name, and Header Value. Log into your Shopflo dashboard, go to Settings > Webhook Configuration, and input all three pieces of information. Finally, enable the webhook toggle to activate the integration. In Shopflo, go to Settings > Webhook Configuration, and enter the URL, Header Name, and Header Value exactly as given by Engage360. These are required for Shopflo to authenticate its webhook calls to Engage360, ensuring data integrity and security. Shopflo follows a more secure webhook protocol that requires each request to be authenticated using headers. This adds a layer of protection to ensure that only authorized systems can send data. GoKwik, on the other hand, uses a lighter setup that does not require headers, making it quicker but slightly less secure. The Webhook Configuration toggle in Shopflo enables the system to start sending event data to Engage360. Until this toggle is turned ON, no checkout data will be pushed—even if the credentials are correctly entered—so enabling this is a crucial final step. Yes. Just like with Shiprocket Checkout and GoKwik, Engage360 shows a “Last Event Recorded” timestamp for Shopflo. This helps verify that the webhook is functioning and checkout events are being captured properly. The step-by-step process to add your Cashfree account in Engage360 is as followa: 1. Click on “Settings” in the left-hand menu on your Engage panel. 2. Navigate to the “Integrations” tab. 3. Under “Payment Settings”, select Cashfree as your payment gateway. 4. Click on “Link your Cashfree Account”. 5. Login to your Cashfree account and enter the App ID and Secret Key — these can be found in your Cashfree merchant panel under API Keys. 6. Click “Save” to complete the integration. Once added, your Cashfree account will be linked with Engage360, enabling seamless payment collection and order tracking. The step-by-step process to add your Razorpay account in Engage360: 1. Click on “Settings” in the left-hand menu on your Engage panel. 2. Navigate to the “Integrations” tab. 3. Under “Payment Settings”, select Razorpay as your payment gateway. 4. Click on “Link your Razorpay Account”. 5. Login to your Razorpay account and get the App ID and Secret Key. 6. Add the details on the Engage panel. 7. Click “Save” to complete the integration. Once added, your Cashfree account will be linked with Engage360, enabling seamless payment collection and order tracking. Yes, you can unlink your Razorpay account by creating a support ticket. Reach out to our support email at [engagetechsupport@shiprocket.com](mailto:engagetechsupport@shiprocket.com) ## Billing & Pricing Monthly bills raised between 7th & 10th of the next month. It goes hand in hand with the Shiprocket billing process - Prepaid / Secure Postpaid / Unsecured Postpaid. You can also access your Engage bills from the Engage360 panel by scrolling and choosing the Billing> Engage360 Charges menu. Yes. The message got triggered to the buyer with the help of which the buyer could raise the cancellation request. Thus, the seller was able to save on the RTOs. Therefore, chrages as applicable for RTO Suite will be deducted from the seller's wallet. While some features such as Chatbot and Pre-filled Popups are free of cost, depending on usage other features such as RTO Suite, Campaigns and Journeys need 1 positive wallet balace to be operated. Your campaigns and journeys will not be launched or may get pause until you recharge your wallet. You can cancel it from the billing section in your dashboard, but your data will be deleted if you do not renew. Yes, you can automate subscription renewal reminders via WhatsApp, SMS, or email. Here’s a detailed breakdown of the pricing for Engage 360 services: RTO service - charged per order. You’ll be billed for each order processed using the RTO service. Whatsapp Services Rate: a. Utility - charged per message sent. These are transactional messages such as order confirmations or delivery updates. b. Marketing - charged per message sent. These include promotional or campaign-based messages. c. Session Cost - charged per session. A session includes all messages exchanged within a 24-hour window initiated by the customer or business. SMS and Email communications are charged per message sent to the buyer. Platform Fee - It varies based on your order volume and overall scale of operations. Service Delivery Fee - charged monthly to cover service enablement and support. This is optional and can be opted out of. For a detailed pricing sheet or a custom quote based on your business requirements, please reach out to your account manager or email us at [srengage@shiprocket.com](mailto:srengage@shiprocket.com). ## Troubleshooting If you’re facing issues with uploading customer contacts: 1. Ensure the file is in the correct format (CSV). 2. Check for invalid phone numbers or email addresses. 3. Avoid special characters or unnecessary spaces in the file. 1. Ensure messaging is personalized and relevant. 2. Try sending messages at different times to test engagement. 3. A/B test different call-to-action (CTA) buttons. "If your orders are not syncing in Engage360, here’s what could be happening: 1. You're likely not using the Shiprocket panel to process orders, which means Post-Ship journeys (like RTO or Delivery feedback) will not work. Engage360 relies on order status updates from Shiprocket to trigger key journeys—without these updates, post-ship automation cannot be initiated. 2. Pre-Ship journeys, such as order confirmation or COD to prepaid nudges, may still function if the basic order data is available. 3. Orders processed manually, via a third-party panel, or outside the Shiprocket ecosystem may not sync fully, especially if tracking info is missing. To ensure full automation, it’s best to process and ship orders from the Shiprocket dashboard. If you are using the panel but orders are still not syncing, this could be a technical issue. In such cases, please contact our support team at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) with specific order IDs and your account details. We’ll investigate and help resolve the issue promptly." This typically occurs due to asynchronous updates from Meta. Possible reasons include: 1. Delayed delivery status updates: Meta may push "delivered" statuses for previous messages after new messages are sent, creating a mismatch. 2. Duplicate delivery events: In rare cases, Meta may return multiple delivery statuses for a single message. 3. Out-of-sync campaign status: If a user was sent a message earlier that was delayed or retried due to connectivity, Engage360 may receive the delivery update late. Conclusion: While this discrepancy is rare and usually temporary, Engage360 continuously reconciles with Meta to ensure accurate metrics. If the issue persists, report it via your KAM. Low delivery can be frustrating. Here’s why it happens: 1. Meta capping: WhatsApp restricts daily sends based on your messaging tier. Exceeding limits causes failures. 90% times this is the primary reason for low delivery 2. Opt-in issues: Messages are blocked if users haven't given prior consent. 3. Incorrect number formatting or unverified country codes in your CSV. 4. Template not approved or expired. 5. User unavailability (e.g., account deleted, blocked business number). 6. Time-of-day effect: WhatsApp may deprioritize sends during peak hours. Always check campaign logs for exact failure reasons. Clean data and opt-in collection are key. Whatsapp templates usualy get approved in 5 mins but in rare cases it may take upto 24 Hrs. If afetr 24 Hrs your templates are still pending, please raise a support ticket. ## Account & Settings No, once the order gets shipped, the payment link gets inactive. Yes. For the COD to Prepaid conversion, you can create different coupons (flat INR / % of GMV) depending on the order value. You can access the Engage flow details, buyer details & order details from the order page in the Engage panel. You can make a call to your buyers & update their actions in the Engage panel or you can opt out calling services (paid separately). In this, our team make calls on the orders where there is no response via WhatsApp or IVR. No. Not feasible right now. For more details, reach out to the team at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) Yes. As a seller, the main admin can provide limited access to the other users in the team. It has been provided as an optional choice for the sellers. Under default settings, it’s captured as a Cancellation Request in the system to which the seller can take manual action. If the seller wants to automate it, it can be done from the settings. The messages are sent out immediately as a default setting. Depending on the buyers’ responses, the follow up messages also go out. No. The response won’t be captured. An automated response will be triggered to the buyer saying that the confirmation request has already been processed & if the buyer needs any help, the support number & email ID are mentioned in the message. Through Engage360 the chats can be marked as Read, Unread, Open, Closed or In Progress, to be viewed & actioned upon later. Based on the historical performance & the journey of reminders & IVR calls, we recommend giving it at least 2 hours of time from the order being created in the system. Engage360 does not share Personally Identifiable Information (PII) with clients. Instead, clients can engage users via the platform’s secure marketing tools, ensuring compliance with privacy regulations. Meta’s frequency capping limits the number of messages businesses can send to users within a specific timeframe. This policy reduces spam, ensures trust, and helps maintain a high sender reputation. It automates customer communication, reduces order returns, increases conversions, and improves engagement using smart journeys, campaigns, and chatbot interactions. Yes, it offers detailed performance insights for campaigns, journeys, and customer interactions. Yes, you can upload contacts manually in a CSV file, or sync them from Shiprocket. You can contact Shiprocket Engage support via email on [srengage@shiprocket.com](mailto:srengage@shiprocket.com). If analytics aren’t updating: 1. Allow some time for data to populate (may take a few hours). 2. Ensure tracking scripts are properly installed. 3. Check if ad blockers or browser restrictions are preventing tracking. Engage 360 does not allow permanent recovery of deleted data, but you can check if a backup exists in your account logs. Most settings can be manually changed in the dashboard. If a full reset is required, contact our Engage 360 support. Yes, you can use Engage 360 for WhatsApp, SMS, and email marketing even without a website. Currently, it supports only WhatsApp, SMS, and email. Yes, if you operate multiple stores, you can integrate them within Engage 360. Yes, Engage 360 allows chat routing to assign messages to different team members. Yes, you can create tags based on customer actions (e.g., "Frequent Buyer," "High-Spender") for better segmentation. Engage 360 provides multiple tools to attract and convert new customers: 1. Lead Capture with Pre-Filled Popups – Collect customer details such as phone number and email id through pre-filled popups on your website. 2. WhatsApp & SMS Campaigns – Reach potential buyers with engaging promotional messages and seasonal campaigns. 3. Automated Journeys – Engage your users with welcome messages, cart abandonment reminders, checkout abandonment reminders and follow-ups, and product feedbacks. 4. Multi-channel Support – Help customers reach out to potential customers and launch campaigns and journeys on multi-channels such as WhatsApp, Email, and SMS. If the flow expects button replies or keywords but receives a free-text input, the user is taken back to the main menu. Fallbacks ensure users don’t get stuck or drop off. Changing your display name or phone number is possible with Self WABA but may require Meta’s approval. Display name changes usually go through a short review process to ensure they reflect your actual business identity. Phone number changes require verification and may involve setting up a new number from scratch. Engage360 provides guidance and support throughout this process to avoid disruptions to your messaging. To book a demo of the Engage 360 panel, simply click on the “Talk to Us” button located at the top right corner of the panel. This will connect you with our team, who will guide you through the platform and its features. It’s a quick and easy way to get personalized assistance and understand how Engage 360 can help your business grow. However, you can also watch these demo videos here: [How to Create WhatsApp Journeys on Engage 360 (English Tutorial)](https://youtu.be/oAelRkizE_w) [How to Create WhatsApp Journeys on Engage 360 (Hindi Tutorial)](https://youtu.be/cbcBwa2Gygg) [Prefilled PopUps for Your Website on Engage360 English](https://youtu.be/SLxsqehLd40) [Prefilled Popup for your Website Using Engage360 Hindi](https://youtu.be/xgcQtxyGSiU) Engage 360 Identified Audience is a powerful feature that helps you recognize and reach potential buyers who visit your website. Using Engage’s proprietary technology, the system identifies high-intent users based on their interactions and behavior on your site. This data is used to enable features like Pre-Filled Popups, where user information is automatically populated—making it easier for them to engage and complete their purchase. Identified Audience helps you build smarter journeys, retarget effectively, and improve conversion rates—all without relying on cookies or third-party data sources. Engage 360 Identified Audience is driven by Engage’s proprietary technology, which detects and identifies potential buyers based on their real-time activity on your website, such as product views, cart actions, and browsing patterns. It does not rely on cookies or any third-party data. This capability plays a crucial role in acquisition by helping you capture high-intent visitors the moment they land on your site. Features like Pre-Filled Popups and personalized journeys are triggered instantly, allowing you to convert new users faster and more efficiently. By recognizing and acting on buyer intent early, Engage 360 gives your acquisition efforts a significant boost. Low delivery rates for WhatsApp campaigns and automations can be caused by several factors: 1. Violation of Meta’s WhatsApp Policies: If your messages violate Meta’s guidelines (such as sending unsolicited messages or using prohibited content), WhatsApp may restrict or block your campaigns. Adhering to Meta’s strict messaging policies is crucial for high delivery rates. Learn more about Meta Standards [here](https://transparency.meta.com/policies/ad-standards/). 2. Non-Compliance with Opt-In Rules: WhatsApp requires that users explicitly opt in to receive messages. If you’re sending messages to users who haven't given clear consent, your delivery rate may drop as those messages are not allowed. 3. Poor Sender Reputation: Your WhatsApp Business Account’s reputation impacts message delivery. If your account has a low reputation due to high complaint rates or low engagement, Meta may limit the reach of your messages. 4. High Spam Reports: If your messages are frequently marked as spam by recipients, it can lead to your number being flagged, which reduces the chances of messages being delivered. 5. Inactive Numbers or Outdated Contacts: Sending messages to phone numbers that are inactive or no longer in use can result in lower delivery rates. Always ensure your contact list is up to date. 6. Message Frequency and Timing: Sending too many messages too frequently can annoy users, leading to opt-outs or complaints, which in turn impacts delivery rates. Properly segment your audience and schedule messages thoughtfully to maintain engagement. 7. Unclear or Unappealing Content: If the content of your messages is unclear, irrelevant, or unappealing, users may ignore or report them, causing delivery issues. Ensure your campaigns offer value and are well-targeted. 8. Meta’s Message Capping Policy: Be aware of Meta’s message capping, which limits the number of messages you can send to users based on their interaction with your business. If users frequently opt-out or report your messages, you may face restrictions on the number of messages you can send. Learn more about Meta's Message Capping [here](https://developers.facebook.com/docs/whatsapp/messaging-limits/). By addressing these factors, you can improve the delivery rate and effectiveness of your WhatsApp campaigns and automations. At Engage 360, the expected delivery rate for WhatsApp campaigns and automations is 80%. This means that, under normal conditions, we aim for 80% of your messages to be successfully delivered to your recipients. However, the actual delivery rate can vary depending on factors such as the quality of the contact list, adherence to WhatsApp policies, sender reputation, and the content of the messages. Maintaining a high sender reputation, ensuring users have opted in, and providing relevant, engaging content can help you achieve and maintain this delivery rate. To improve the delivery rate for your WhatsApp campaigns and automations, consider the following methods: 1. Ensure Proper Opt-In: Always get explicit consent from users before sending messages. Make sure they have opted in for communication, whether through your website, a landing page, or through customer interactions. 2. Follow Meta’s Policies: Adhere strictly to Meta’s guidelines and avoid sending unsolicited or irrelevant content. This reduces the risk of being flagged or blocked by WhatsApp. 3. Segment Your Audience: Tailor your messages to specific user groups based on their interests, purchase behavior, or demographics. This helps improve engagement and reduces the chances of complaints. You can also users to Engage360's Suppressed Lists, if you don't want to send your campaigns to a particular audience. Learn more [here](https://app-engage.shiprocket.in/seller/audience/suppressed-profiles?tab=email). 4. Clean and Updated Contact Lists: Regularly update your contact list to ensure that you are sending messages to active phone numbers. Remove inactive or unresponsive contacts to improve your deliverability. 5. Maintain a Positive Sender Reputation: Minimize complaints by sending relevant, non-intrusive content. Monitor your WhatsApp Business account’s reputation and ensure your messages are well-received by users. 6. Monitor Frequency and Timing: Avoid bombarding users with too many messages in a short period. Space out your campaigns and send messages at optimal times based on your audience’s preferences. 7. Engaging and Relevant Content: Ensure your content adds value to the recipients. Personalized, useful, and clear messaging is more likely to be engaged with and less likely to be marked as spam. 8. Nurture Customer Relationships: Build long-term trust by not just sending promotional messages but also providing customer support and useful information through WhatsApp. Read this article to know more, [Best Practices for Making a WhatsApp Template](https://shiprocket.notion.site/Best-Practices-for-Making-a-WhatsApp-Template-1d730121d9d0805eb552d7da4170fd8a?pvs=74) Meta has strict guidelines regarding the content that can be sent through WhatsApp campaigns. The following categories are banned and can lead to message blocking or account restrictions: 1. Illegal Activities: Any content promoting illegal goods, services, or activities, such as drugs, weapons, or illicit services, is strictly prohibited. 2. Hate Speech and Discrimination: Messages that promote hate speech, discrimination, or violence against individuals or groups based on race, religion, ethnicity, gender, or other protected categories. 3. Adult Content: Content that is sexually explicit, pornographic, or contains adult material is not allowed. 4. Gambling and Betting: Messages related to online gambling, betting, or any form of illegal or unregulated gambling activities. 5. Tobacco and Alcohol: Promotions of tobacco, smoking-related products, or alcoholic beverages are banned, especially if targeting minors. 6. Health and Medical Claims: Any false or misleading health claims, especially those related to unproven treatments, pharmaceuticals, or weight-loss products. 7. Counterfeit Goods: The promotion or sale of counterfeit products, including fake designer goods, software, or any illegal reproduction of branded items. 8. Spam and Scams: Unsolicited spam messages, phishing attempts, or any form of scam, such as fraudulent business offers or fake job opportunities. 9. Unverified Financial Services: Content related to unregulated financial services, such as risky investment schemes or payday loans. 10. Weapons and Firearms: Promoting or selling weapons, firearms, explosives, or anything related to armament is strictly banned. Here, you can compare and see all types of contacts. - Log in to Engage 360. Go to Audience > [All Contacts](https://app-engage.shiprocket.in/seller/audience/all-contacts) - Users whose contact details (like phone number or email) you already have because they are existing customers — for example, pulled from Shopify, or any other checkout/CRM integration. These users can be engaged directly without needing to capture new information. - Pre-filled Pop-up Subscribers - Website visitors who interact with your Engage 360 WhatsApp subscription pop-up where some of their details (like phone number or name) are automatically pre-filled based on prior consent or backend identification, making it quicker and easier for them to subscribe. You can create a pop-up from [here](https://app-engage.shiprocket.in/seller/prefilled-popup) "If orders are getting synced on the shipping panel but not showing on the Engage360 panel, it’s often due to a negative wallet balance or unverified pickup address. A negative wallet balance on your shipping account can restrict Engage360 from pulling in order data, especially for features like journey triggers or COD-to-Prepaid nudges, which rely on a valid shipping status. Similarly, if the pickup address is not verified, the order might still appear on the shipping panel, but Engage360 treats it as incomplete, blocking engagement automation for that order. To resolve this, ensure your wallet has sufficient funds and your pickup address is verified and approved on the shipping dashboard. Once these issues are fixed, the Engage panel should start syncing orders normally." "If you've updated the brand logo from the panel but it's not reflecting on your WhatsApp number, it’s likely because brand/logo changes are not instantly synced with Meta. These updates often require manual review and approval by Meta, and in some cases, the change doesn’t reflect until it's pushed from the backend. To get this resolved, please raise a request by emailing us at [srengage@shiprocket.com](mailto:srengage@shiprocket.com) with your brand name, seller ID, and other details such as WABA ID. Our team will coordinate to ensure the logo is updated successfully." "As a seller, you should not share the delivery person’s personal phone number with the buyer due to privacy and data protection policies. Most logistics partners and courier companies prohibit this to protect their employees' personal information and ensure safety. Sharing such data without consent can also violate data privacy regulations like the IT Rules or GDPR (if applicable). Instead, logistics providers offer masked calling or in-app communication, allowing the buyer and delivery agent to connect without revealing personal numbers. This ensures a secure and professional delivery experience for both parties. If a buyer requests contact, you can redirect them to the courier tracking link or support helpline provided by your shipping partner." "Yes, you can reply to customers directly from Engage360. Whenever a customer sends you a message—whether it’s a response to a campaign, an abandoned cart reminder, or any WhatsApp message—a 24-hour conversation window automatically opens. Within this window, you can chat freely with the customer without needing a pre-approved template. This is supported across all types of chats, including those triggered from journeys, broadcasts, and automation flows. You can respond from the ""All Chats"" section in Engage360, where all incoming customer messages are visible. This helps you resolve queries, close sales, or build relationships in real time. After the 24-hour window ends, you’ll need to send a pre-approved template message to restart the conversation. Make sure your company's support or sales agents actively monitor the inbox to respond within the window for maximum impact." Engage360 now supports uploading offline customer data using the newly launched POS Upload feature, allowing you to target and re-engage customers acquired through your physical store or any offline channel. 🧾 1. POS Upload (Manual CSV Upload). Visit here. Perfect for retail teams that manage data in spreadsheets. Here’s how to use it: 1. Go to Audiences section on the Engage360 dashboard. 2. Click POS then “POS Upload”, download the sample CSV, to view the corret format. 3. Upload CSV with details like Name, Phone (10-digit number format, no alphabets), Email (eg: [abcd@xyz.com](mailto:abcd@xyz.com)), Store, Purchase Date, etc. 4. Upload the file to import the customers. These customers can now be targeted via campaigns and journeys, just like online ones. Ensure that customers have opted in for WhatsApp or SMS communication. 🔗 2. POS Integration (Real-time API via Webhook). Visit here. For businesses with a POS system or CRM, Engage360 supports real-time offline data sync using a Webhook API. You can push customer data directly from your POS system using a sample curl. You can find your unique webhook URL in the “POS Integration” section of the Integrations panel on Engage360 dashboard. Once set up, this enables automated real-time data capture from your physical stores. Reach out to your KAM for more help or assistance with large-scale syncs or automation logic. Log in to Engage360, scroll to the Instagram card on the home page, and click Activate. Then, link your Instagram Business or Creator account (personal accounts aren’t supported) and allow access to complete the setup. Yes. Go to Settings → Channel Profile → Instagram, then choose Delink App to disconnect your account. You can also connect or switch to another Instagram account from the same section. Go to Settings → Channel Profile → Instagram → Delink App to remove the account. To add or switch to a different account, go to the same section and click Connect Account or use the three dots → Switch account option, then enter your new account credentials. You can change you Engage Whatsapp Account by editing your Whatsapp profile. To modiy Whatsapp profile details, follow these steps on Engage panel: Go to Left Menu --> Left Corner --> Settings --> Profile --> Whatsapp --> Edit -->> Change "Logo"

Shiprocket Engage 360 — FAQs

Getting Started

WhatsApp & Messaging

RTO Suite & COD Orders

Campaigns & Marketing

Chatbots & Automation

WABA & Self WABA

Integrations

Billing & Pricing

Troubleshooting

Account & Settings