Order automation messages
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1. Introduction
Order automation messages — a Leeloo.AI feature that automatically sends messages to clients when an order status changes. Subscribers receive messages about order creation, payment, cancellation, refund, and other order-related events.
From this guide you will learn:
what order types the platform supports;
what statuses can be configured for each order type;
what example message texts you can use;
what variables are available for personalizing messages.
2. Key terms
Term | Description |
|---|---|
Simple order | A regular one-time order without additional payments. |
Recurring order | A subscription-based order — funds are charged automatically on a defined schedule. |
Partial order | An order with the «partial payment» feature — the client pays the amount in stages. |
Order status | Current state of the order (e.g., created, paid, transaction failed). A separate message is configured for each status. |
Variable | A dynamic insertion in the message text (e.g., |
Messenger | Message delivery channel (Telegram, Viber, Facebook Messenger, Instagram, etc.). Messages are configured separately for each messenger. |
3. Interface overview
The «Order automation messages» section is divided into 3 message groups depending on the order type:
Simple — messages about the status of regular orders.
Recurring — messages about the status of recurring orders.
Partial — orders with the partial payment feature.
3.1. Simple
This group contains 4 status messages for regular one-time orders.
1. Order — sent when the client clicks the payment button in the offer. The first status assigned to the order upon creation.
Example text:
Congratulations {name}, your order "{order_title}" has been created and is awaiting payment! If you have any questions, please ask them in this chat (you can also add your company's working hours).
2. Successful payment — sent when the client successfully completes payment.
Example text:
{name}, your payment for order "{order_title}" was successful! Our manager will contact you shortly (you can also add your company's working hours).
3. Transaction failed — sent if the transaction was declined for any reason.
Example text:
{name}, unfortunately, the transaction for your payment {order_number} failed. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
4. Refund — sent if the client requested a refund after successful payment, or the payment system returned the payment automatically.
Example text:
{name}, a refund has been issued for your order "{order_title}". It will be credited to your account shortly. Please provide feedback when the funds arrive. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
3.2. Recurring
This group contains 8 status messages for subscription-based orders (recurring payments).
1. Open order with initial payment — sent when a recurring order is placed (after clicking the «Buy» button in the offer).
{name}, your initial payment for order "{order_title}" has been created and is awaiting payment. If you have questions, write them in this chat (you can also add your company's working hours).
2. Successful initial payment — sent when the first payment was successful. The first payment is not recurring.
Congratulations, {name}! Your initial payment for order "{order_title}" was successful. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
3. Initial payment failed — sent if the first payment failed.
{name}, unfortunately, your initial payment for order "{order_title}" failed. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
4. Open subscription payment — sent when the recurring payment is activated.
Congratulations, {name}! Payment for order "{order_title}" was successful. Thank you for your cooperation! If you have additional questions, please contact the chat (you can also add your company's working hours).
5. Successful payment — sent when funds are successfully withdrawn as part of the recurring payment.
Congratulations, {name}! Payment for order "{order_title}" was successful. Thank you for your cooperation! If you have additional questions, please contact the chat (you can also add your company's working hours).
6. Failed payment — sent when the recurring payment failed due to unsuccessful fund withdrawal.
{name}, unfortunately, payment for order "{order_title}" failed. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
7. Payment completed — sent when the recurring order is successfully completed.
Congratulations, {name}! Payment for your order "{order_title}" has been fully completed. Thank you for your cooperation! If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
8. Payment failed — sent when, after a series of automatic attempts to withdraw funds from the payer's card, the payment could not be made due to insufficient funds or payment limit.
{name}, unfortunately, payment for order "{order_title}" failed. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
3.3. Partial
This group contains 7 status messages for orders with the «partial payment» feature.
1. Open — sent when placing an order with the «partial payment» feature (after clicking the «Buy» button in the offer).
{name}, your order "{order_title}" has been created and is awaiting payment. Thank you for being with us! If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
2. Declined — sent if the order with the «partial payment» feature was failed or declined by the manager.
{name}, unfortunately, payment for order "{order_title}" was unsuccessful. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
3. Completed — sent when the order was fully paid or manually confirmed by the manager.
Congratulations, {name}! Your payment for order "{order_title}" is complete. Thank you for your cooperation! If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
4. Refund — sent if the client requested a refund after successful payment, or the payment system returned the payment automatically.
{name}, a refund has been issued to you. It will be credited to your account shortly. Please provide feedback when the funds arrive. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
5. Start of partial payment — sent when placing subsequent partial payments for the order (after clicking the «Buy» button in the offer).
{name}, you have successfully made the first payment for order "{order_title}". Thank you for your cooperation! If you have questions, contact this chat and our manager will contact you (you can also add your company's working hours).
6. Successful partial payment — sent if the partial payment was successful.
{name}, partial payment for order "{order_title}" was successful! Thank you for your cooperation! If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
7. Unsuccessful partial payment — sent if the partial payment was unsuccessful.
{name}, unfortunately, partial payment for order "{order_title}" was unsuccessful. Please check your payment card balance, internet payment limit, and data entry accuracy, then try again. If you have questions, write them in this chat and our manager will contact you (you can also add your company's working hours).
For each messenger, messages need to be created separately. Use export or synchronization mode in the message builder.
4. Variables for order status messages
A distinctive feature of order status messages is an additional set of variables that can be used in these messages:
{name}— subscriber's name.{order_title}— name of the ordered offer.{order_price}— price of the offer.{order_currency}— currency of the offer.{order_status}— current order status.{order_number}— order number.
It is possible to use separate order status messages for each offer.
5. Related guides
Guide | Purpose |
|---|---|
AI Support: configuring standard messages and response automation. |