Marketing and ecommerce
WhatsApp abandoned-cart flow
Set up a WhatsApp abandoned-cart flow in Kanesh: consent, two templates, timing, replies in the inbox and how to read the results.
8 min read
Playbook
Launch a WhatsApp campaign to opted-in customers
From audience to approved template to send speed: a WhatsApp campaign only to people who opted in, with replies answered and orders attributed.
For: Marketing9 min read
Goal
Send one WhatsApp campaign to people who opted in, answer every reply, and read the result in orders with the method shown.
What you'll have at the end
A scheduled campaign to an opted-in audience, a team and an AI ready for the replies, and a clear read of what happened.
On this page
Before you start
- A WhatsApp Business Platform number connected to Kanesh.
- Recorded WhatsApp marketing opt-ins. Kanesh stores each one with the exact text accepted and how it was given.
- Shopify and, if you use it, Klaviyo connected, to build the audience.
- A marketing template approved by Meta.
- The campaign details (offer, dates, conditions) written in the knowledge base.
Set it up, step by step
Step 1
Pick one goal and one audience
One campaign, one job: early access for VIPs, a new collection for recent buyers, a reminder for lapsed customers. Build the audience from contacts, tags and Shopify or Klaviyo data. Kanesh sends WhatsApp campaigns to opted-in audiences.
In Kanesh
- Segments: build the audience from contacts, tags and Shopify/Klaviyo data.
Step 2
Choose the template and submit it early
Category: marketing. A clear first line, one link button and a quick-reply button to stop promotions. An image header helps for launches. Submit it days before the send: Meta reviews every template and approval isn't guaranteed.
In Kanesh
- Templates: image, video or document headers are supported.
Step 3
Put the campaign facts where the AI can read them
Replies will ask about sizes, stock, dates and conditions. Write the campaign details in the knowledge base before sending, so the AI answers from them, and mark when they stop applying.
In Kanesh
- Knowledge base: a short document with the offer, dates and conditions.
Step 4
Schedule it and control the speed
Send at an hour your customers read messages, not at night. Spread large sends so your team isn't flooded with replies at once. Meta's messaging limits for your number also apply.
In Kanesh
- Campaigns: schedule the send and set the send speed.
Step 5
Staff the replies
A campaign opens conversations. The AI answers what it can back up with your data; the rest reaches your team with the reason. Have someone on shift for the first hours, with suggested replies to approve or edit.
In Kanesh
- Handoff rules and assignment to a team.
- Suggested replies your team can approve or edit.
Step 6
Handle opt-outs at once
Anyone who taps "Stop promotions" or writes STOP gets a confirmation and no more marketing. Check the next audience excludes them.
In Kanesh
- Flows: keyword trigger → record consent (opt-out) → send the opt-out confirmation.
What to measure
| Metric | How to read it |
|---|---|
| Orders after a click | Kanesh shows which orders came after a campaign click, with the method shown: attributed or estimated. Read it as what happened after the click, not as what the campaign caused. |
| Replies and what they asked | Replies are demand. The questions tell you what the next campaign, or your product page, should answer. |
| Opt-outs per 100 sends | Compare campaigns. A jump means the audience, the timing or the message was off. |
| Channel cost | Meta charges for each delivered marketing message. Put that cost next to the orders when you compare campaigns. |
Common mistakes
- Sending to everyone in Shopify. Only opted-in contacts may receive marketing.
- Several campaigns a week to the same people. Frequency is the fastest way to collect blocks.
- Sending before anyone can answer. Unanswered replies waste the best moment of the campaign.
- Adding a promotion to a utility template to save on fees. Meta treats mixed content as marketing.
- Judging a campaign on clicks alone. Look at replies, orders after a click and opt-outs together.
What Kanesh doesn't do here
- This playbook covers WhatsApp. On Instagram and Messenger, campaign messages only reach people within Meta's 24-hour window.
- Attribution shows orders after a click and how they were matched; it isn't proof of what the campaign caused.
Checked against Kanesh's features on September 30, 2026. Meta's rules change often; check the linked sources before you launch.
Templates for this playbook
Adapt the text to your brand. Meta reviews every template before you can send it.
- Marketing
VIP early access
Hi {{1}}, as one of our regular customers, you get early access to {{2}} from {{3}}, before it opens to everyone.
- Marketing
It's been a while
Hi {{1}}, it's been a while. Since your last visit we've added {{2}}, and we thought you might like to see it.
- Marketing
What do you want to hear about?
Hi {{1}}, we only want to message you about what interests you. What would you like {{2}} to write to you about? Choose an option below.
- Utility
Opt-out confirmation
Done, {{1}}. You won't receive promotional messages from {{2}} on WhatsApp any more. Updates about your orders will still reach you here.
More playbooks
- Customer service
Answer order status without a person
Let the AI answer "where is my order?" with live Shopify data after verifying the customer, and hand off the cases it shouldn't handle.
7 min read
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.