For: Owners, Operations, Marketing
Where: Grow > Campaigns > Autopilot
Available: Web dashboard · All countries
The second order is the hardest to win. Autopilot follows up with every new customer automatically, so you do not have to remember who to message.
How it works
After a customer's first order, Autopilot sends up to three messages:
- Message 1, a few hours after the first order: a thank-you, often with an offer for the next order.
- Message 2, some days later, if they have not ordered again.
- Message 3, the same number of days after message 2, to bring them back for a third order.
When the customer orders, they move to the next step. A customer who does not order after message 3 counts as lost.
"First order" also includes a returning customer who has not ordered for the number of months you choose.
Turn on Autopilot
- Go to Grow > Campaigns > Autopilot.
- Choose how to send. Any store can send WhatsApp from its own number: select Connect WhatsApp, then add a payment method in Meta billing. Stores in Egypt can also choose SMS.
- Under Who gets these messages, set Months without an order, from 1 to 12.
- For each message, set:
- Send delay: hours for message 1, days for message 2.
- Offer: for example a percentage off, an amount off, free delivery or cashback, with its value.
- What the customer receives: the SMS text, or a WhatsApp template.
- Select Activate.
Offers in Autopilot
- Each customer gets their own code, for one use, valid for 10 days.
- Cashback goes into the customer's wallet. It shows as Promo cashback in your loyalty balances.
- SMS messages go out in each customer's language. Write both English and Arabic.
What it costs
Autopilot does not use SMS credits. It charges a marketing processing fee for each order from a new customer, for their first 3 orders:
| Currency | Fee per order |
|---|---|
| KWD | 0.250 |
| BHD, OMR | 0.300 |
| SAR, QAR, AED | 3.00 |
| EGP | 10.00 |
The fee is taken from the order total. Your customers pay nothing extra. If your store turns on Autopilot for the first time, the order that starts each customer's messages has no fee.
WhatsApp messages from your own number are billed by Meta.
See the results
With Autopilot on, the page shows the last 30 days: Generated sales, Orders from Autopilot, Targeted Customers, Messages sent and Customers Lost, and how many customers came back for a second and third order.
Select View Settings to see the messages. Select Deactivate to stop.
Common questions
Is there a birthday or abandoned-cart message?
No. Autopilot follows a first order. To reach abandoned carts, send a campaign to the Abandoned carts group.
What if the customer cancels their order?
The message for that order stops, and the customer goes back a step.