How to integrate Attentive with WeSupply

Content

Overview

Prerequisites

Set up the integration

Message your customers about Order, Shipment, Store Pickup, and Returns updates

Overview

With the Attentive and WeSupply connection, you'll be able to prevent "Where Is My Order?" Customer Support SMSs! 

Why wait until your clients are enraged before informing them on the status of their purchase? 

Configure journeys to communicate in real-time to customers In-transit, Out for delivery, Delivered or even Delayed shipment notifications. 

Build stronger relationships with proactive communications about order, shipment and return status.

With this integration, you can:

• Send Order, Shipping, Store Pickup and Returns SMS notifications to your customers 
• Bring your customers back to your website, keep customers engaged, create a consistent brand experience, and reduce support calls with branded order and return tracking pages.

Prerequisites

Ensure that you meet the following requirements in order to set up this integration:

• You must have a Paid WeSupply account.

Now, complete the following procedure to set up the integration for WeSupply and Attentive.

Set up the integration

1. Sign in to your WeSupply admin account.
2. Navigate to Settings -> Integrations -> App Integrations -> click on Attentive.
3. Click on Connect Account and the API Code will be populated automatically. 

      Once the integration has been successful:

1. Go to Settings -> Integrations -> Webhooks & API -> scroll down to Webhook Events
2. Select the Event you are looking to send to Attentive - for example, Order Delayed
3. Select Type: Attentive
4. Repeat this step for all events that you would like to send.

Your account is now connected to Attentive, and WeSupply will start sending right away custom events to Attentive.

Message your customers about Orders, Shipment, Store Pickup, and Returns updates

You can create a custom journey in Attentive using the custom events from WeSupply. The following table lists the available custom events for the journey:

Here you'll find a brief explanation of all events that WeSupply is sending to Attentive. These events can be used for creating your custom transactional SMS in Attentive.

WeSupply triggers events based on order updates, updates to in-store pickup and curbside orders, shipping updates, or return management.

Order Events

Order Received - Order confirmation SMS - Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away)

Order Canceled - the option to cancel an item/product is enabled in WeSupply

Order Delayed - This notification will remind the customer that their order is still processing (usually due to increased sales volume or slow processing time) - Triggered when an order was not shipped out yet based on the configuration set in WeSupply

Order ETA - Product Eta notification - Triggered when a product is on backorder/pre-order and it receives a new ETA update

Shipping Events 

Package Shipped - Also known as Shipment confirmation SMS - Triggered when a tracking number is assigned to an order

Shipment Received - Carrier has received the package from shipper - Triggered when the courier updates to this status

Shipment Picked Up - The package was picked up from a pickup location - Triggered when the courier updates to this status

Shipment In Transit - Carrier has accepted or picked up shipment from the shipper. The shipment is on the way - Triggered when the courier updates to this status. This might trigger overnight

Shipment Exception - An exception occurs when a package is temporarily delayed while in transit. Every effort is made to deliver every package as soon as possible, so an exception does not necessarily denote a late shipment. The status exception explains the most recent exception in the scan activity section. - Triggered when the courier updates to this status

Shipment Failed Attempt - Carrier attempted to deliver but failed - Triggered when the courier updates to this status

Shipment Out For Delivery - The package has left the delivery office with a carrier, and delivery is intended on that day. - Triggered when the courier updates to this status

Shipment Expired - Shipment has no tracking information for 30 days since added. - Triggered when the courier updates to this status

Shipment Delivered - Your package has been delivered and a delivery scan recorded the time and date of delivery. - Triggered when the courier updates to this status

In-Store Pickup & Curbside Events

Customer is Waiting Outside - Store associate notification - Triggered when the item status is "Customer Waiting Outside"

Order Pickup Reminder - Notification reminder for orders ready for pickup - Triggered when the "x" days configured under Settings > Stores > Curbside & Store Pickup are passed

Order Received Store Pickup/Curbside - Order confirmation SMS for Store Pickup/Curbside - Triggered shortly after the order is placed by the customer (if the order is sent to WeSupply right away and contains pickup items)

Order is Unable to Fulfill - In-Store order is unable to fulfill - Triggered when the item status is "Unable to Fulfill"

Order is Ready for Pickup - In-Store order is ready for pickup - Triggered when the item status is "ready for pickup"

Order was Canceled - In-Store order was canceled - Triggered when the item status is "Canceled"

Order was Picked Up - In-Store order was picked up - Triggered when the item status is "Picked-Up"

Digital Receipt (Walk Out) - POS Order Confirmation

Return Management Events

Return Approved Awaiting Tracking Number - SMS confirmation of the approved return request, a return label was not generated for the customer, and the customer is required to input the tracking number as soon as they have it - Triggered as soon as a return request is approved, a return label is not generated by WeSupply and return method sends it back

Return Approved Label Generation - SMS confirmation of the approved return request with a link to download the return label - Triggered as soon as a return request is approved and a return label is generated

Return Approved by store or ship back - Confirmation SMS that the return was approved, now the customer can select the return method In-Store or Ship it back - Triggered as soon as a return request is approved by the Returns Manager

Return Authorization pending - If a return requires manual review - Triggered if the return request matches a return logic that requires manual review

Return Confirmation Store Selected - Confirmation of the store location where the items are going to be returned - Triggered as soon as a return request is approved for a return to store process.

Return Confirmation Tracking Number Received - SMS confirmation that the tracking number provided by the customer was received and it can be tracked in WeSupply - Triggered as soon as a tracking number is provided by the customer and input into WeSupply

Return Delivered - The shipment with the return has arrived at the return location, this notification should contain instructions such as "please allow 2-3 days to process your return and issue a refund" - Triggered as soon as the tracking number for the return is updated with the status "delivered" by the courier

Return Not Approved instructions - Return request rejected by the Returns Manager - Triggered after the Returns Manager rejects the return request for whatever reason (the reason is included in the SMS)

Return to store Approved - As soon as a return request is approved to be returned to a store - Triggered as soon as a return request is approved by the Returns Manager

Request Refund Issued - Refund successfully issued for the customer - Triggered as soon as a refund is issued within WeSupply

Custom Events

{CompanyName}

{CustomerAddress1}

{CustomerAddress2}

{CustomerCity}

{CustomerCountry}

{CustomerFirstName}

{CustomerLastName}

{CustomerPhone}

{EstimatedPackageDelivery}

{ItemCount}

{ItemShippingService}

{ItemShippingStatus}

{ItemShippingTracking}

{Items}

{OrderAmountTotal}

{OrderCardType}

{OrderDate}

{OrderExternalOrderID}

{OrderGiftWrapping}

{OrderGiftWrappingMessage}

{OrderStatus}

{OrderUrl}

{PartiallyShipped}

{ProductCode}

Questions

We’re here to help! Contact support@wesupplylabs.com to ask about the Attentive + WeSupply integration.