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1. Introduction

Definition

Personalized order status messages — a feature of an offer in the Leeloo.AI platform that lets you set custom texts for automated messages for each order status individually per offer — independently of the global templates configured in AI Support. The feature operates at the Manage and Convert stages — where the client places an order, pays, or receives a refund.

Personalized messages do not exist on their own — they are tied to an offer, order statuses (Order, Successful Payment, Transaction Failed, Refund), and to partial and recurring payment statuses. These messages are sent to the client automatically through the connected communication channel at the moment the order status changes.

The B2B operator (business owner, marketer, or content manager) enables the feature in the settings of a specific offer and fills each status with the required text via the Message Constructor: adds variables {name}, {order_title}, {order_number}, attaches product-access instructions, payment links, and templates for each messenger.

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The B2C client (subscriber) receives the relevant message in Telegram, Facebook, WhatsApp, Viber, SMS, or Email — depending on the channel through which the request arrived — and does not see that this offer uses individual templates instead of the global ones.

In the Client's Card, the following is recorded: each order's status (created / successful payment / transaction failed / refund), the fact that a personalized message was sent, and the order's communication history.

After reading this you will understand:

• what personalized order status messages are and how they differ from the global templates in AI Support;

• which order statuses are available for customization (Order, Successful Payment, Transaction Failed, Refund, partial and recurring payments);

• how to enable the feature in a specific offer's settings and fill each status with content;

• how the feature interacts with Offers and AI Support;

• why enabling personalization disables the global messages for the remaining statuses of the same offer.

Purpose

Personalized order status messages are a fine-grained communication tool at the level of a specific offer. They let you drop a single platform-wide template and speak to the client in the language of the specific product: with the correct name, access details, bonuses, and instructions. The exact function depends on the lifecycle stage.

Manage — immediately after the order is placed, the client receives a custom message with the Order status: payment details, payment instructions, a link to a manager. The business tells the client exactly what is needed for this product, not in generic boilerplate. Job — shorten the time from request to payment and reduce manager workload through precise automated communication.

Convert — at the moment the payment status changes, the client receives a relevant message: on Successful Payment — product access and onboarding; on Transaction Failed — a retry payment link and a manager contact; on Refund — confirmation and terms. Job — close conversion for each specific offer and rescue failed payments with individual context rather than an impersonal template.

2. Feature overview

Personalized messages are enabled inside an offer card in the Offers section. Open the desired offer to access its settings — the feature appears as a toggle and an expandable list of statuses.

2.1. Enabling the feature and selecting a status

To enable the feature and fill in texts for the needed statuses:

1. Enable the toggle to the right of "Personalized Order Status Messages".

2. Expand the menu — a list of order statuses will appear.

3. Select the order status message you want to add.

4. Click the "Edit" button — the Message Constructor will open.

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2.2. Filling in and saving the message

In the Message Constructor, add elements for each messenger (Telegram, Facebook, WhatsApp, Viber, SMS, Email). After creating a message for one channel, be sure to export it to the other messengers (or enable synchronization mode) and save it.

You can add a message for each stage of a regular order: Order, Successful Payment, Transaction Failed, Refund, and also for partial and recurring payment statuses.

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Key terms