wamleMedia
Customer follow-up

Automated follow-up messages without the pressure

A shopper asks about a product, starts an order and goes quiet. Kwamle Media helps you follow up with a relevant reminder, then brings the reply into the unified inbox so your team can help.

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WhatsApp · Unfinished order
I started an order for the blue jacket. I will finish it later.
Hi Emma, would you like help finishing your jacket order? Let us know if you prefer no reminders.
Yes, please. I am unsure about the size.
Lina from our team here. Tell me how you like your jacket to fit and I will help you choose.

A shopper asks about a jacket, puts it in the cart and leaves before finishing the order. Another asks a question but has not decided yet. Automated follow-up messages in Kwamle Media help you return to what that customer wanted, with a reminder that gives them a useful next step.

Use the customer's earlier question or unfinished order as the reason to follow up. Keep the message specific and leave room for a reply or a request to stop. The aim is to help that person continue from where the conversation paused.

How it works

  1. Connect your own business accounts

    Connect accounts your business owns through each platform's official login or API. For cart reminders, connect your business on WhatsApp. Review the messaging rules for each channel you connect before setting up follow-up messages.

  2. Start with what the customer did

    Choose a customer who has already contacted you. Base the follow-up on an unfinished cart in your Kwamle Media store or the subject of their earlier enquiry. If they asked about a jacket's size, offer help choosing the fit.

  3. Give them a clear next step

    WhatsApp abandoned-cart reminders invite shoppers back to finish their orders. Keep the message short, mention the item they asked about and ask whether they need help. For an enquiry that has not become an order, return to the question they left open.

  4. Use recurring notifications when they are wanted

    Set up recurring notifications for reminders a customer has asked to receive, such as a lesson reminder after a course enquiry. Check consent, opt-outs and the platform's messaging window and rules for each send. Keep the reminder tied to that person's request.

  5. Continue the reply in the unified inbox

    Customer replies arrive in the unified inbox, with the conversation history available to your team. A team member can take over from the bot and answer the next question. The bot then stays quiet for that chat.

Who it is for

For businesses with an existing customer conversation that needs a next step.

  • Online stores invite shoppers who contacted them back to an unfinished cart.
  • Fashion shops follow up on size or colour questions before the customer orders.
  • Course creators send recurring lesson reminders to people who contacted them and requested those reminders.
  • Sales and support teams pick up earlier enquiries with the customer's conversation in view.

Questions about follow-up messages

When should I use automated follow-up messages?

Use them when an individual customer's question or unfinished order gives you a reason to continue the conversation. If you have an announcement for a group of existing contacts, see broadcast campaigns and reminders.

Can I remind a shopper who left an order unfinished?

Yes. The Kwamle Media store supports abandoned-cart reminders on WhatsApp. They invite the shopper to return and complete the order. Send them only to customers who have contacted your business and meet the channel's requirements for that message.

Can I message someone who only viewed a product?

No. Viewing a product does not start a conversation with your business. Never send follow-ups to people who have not contacted you. An existing conversation still needs to meet the platform's consent and messaging rules.

What if the messaging window has closed?

Follow the rules of the channel where the conversation happened. On WhatsApp, use an approved message template when the reply window has closed, and check that the customer is eligible to receive it. A recurring reminder must meet the same requirements.

What should I do if a customer asks me to stop?

Exclude that person from future follow-ups and recurring notifications. Make it easy to request this in the message. Treat an opt-out as a reason to stop, even if the order is still unfinished.

Try it on your own channels

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More solutions

Broadcast campaigns

Schedule broadcasts and recurring reminders for existing contacts, choose audiences by tags, and answer replies in one inbox.

Order confirmation

Every order confirmed by the customer on WhatsApp with one tap, then shipped with the tracking link sent in the chat.

Messenger store bot

A Messenger bot that shows your products, answers questions and collects the order inside the chat.

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