WhatsApp commerce has a clock built into it. When a customer messages first, you get a 24-hour service window where follow-up messages can feel natural and cost less. Good automations use that window carefully.
Trigger from customer behavior
Send abandoned-cart reminders after a product tap, order updates after a status change, and back-in-stock nudges only when the customer already showed intent. Behavior-based messages feel helpful because they have context.
Keep the message operational
The safest automations answer the next obvious question: “Your order is packed,” “The item is back,” or “Do you still want the medium size?” Avoid turning every event into a promotion.
Escalate exceptions
Automation should never hide a stuck order. Failed payments, repeated delivery attempts, and angry replies deserve a human task with the order and chat history attached.