Customer messages
WhatsApp templates that go out on their own: the follow-up after a quote, before and after the trip, and the birthday greeting.
In Automations → Customer messages you set up messages that reach the customer without anyone sending them by hand. Each automation says when it goes out, which template it sends and from which number.
You approve it once, when you turn it on. From then on it goes out on its own to every matching customer.
When it can go out
| Trigger | When it goes out |
|---|---|
| Quoted, no reply | The hours you pick after the opportunity moved to Quoted. Only if the customer did not reply since the quote and it is still in Quoted |
| Before departure | The days you pick before the sale's Departure date. With 0, on the same day |
| After return | The days you pick after the sale's Return date. With 0, on the same day |
| Birthday | On the birthday, from the customer's Date of birth. Once a year |
For several follow-ups after a quote, set up one automation for each: for example at 48 hours, at 5 days and at 10 days, each with its template.
Trip messages only go out while the opportunity is still won.
How to set one up
- Go to Automations → Customer messages and tap New automation.
- Pick the trigger and the moment.
- Pick the Number and the Template. Only the templates Meta approved for that number are offered.
- Check What they get and the estimated cost per message.
- Leave On checked and tap Create automation.
Each row of the list has its switch to turn it on or off, and Edit to change the moment, the template or the number. Turning one on asks for confirmation.
The rules that always apply
- Nothing overdue. Turning an automation on never sends what should have gone out before. It counts from that moment.
- One message at a time. Each customer gets it once per automation and per quote, trip or year.
- Hours. It goes out from 9:00 to 21:00 in your agency's time zone. What comes due at night goes out in the morning.
- Opt-outs and cap. It respects whoever opted out of marketing messages and the weekly cap you set in Campaigns.
- Missing data. If the template uses customer data, like the name or the destination, and we do not have it and there is no text for that case, it does not go out to that customer and it is recorded.
What it costs
Each send is a WhatsApp template that Meta bills to your agency. The screen shows the template's category, Marketing or Utility, and the estimated cost per message in your country. Trama charges nothing extra per message.
What your team sees
- The message stays in the conversation, in Messages, and the agent takes it into account if the customer replies.
- The opportunity shows Automatic message sent, with the template's name.
- On an Assisted number, if the customer replies, the operator handles the conversation, not the agent.
This is not the same as To the customer in Reminders. That option builds a campaign proposal someone has to approve. Here the message goes out on its own, because you approved the automation.