Summary
When Shopify Advanced Automations are enabled in Wati, the system automatically creates built-in rules that are ready to use. These rules are pre-configured with messaging sequences, channel settings, and stop conditions so you can start engaging customers immediately.
You can review and customize these rules to match your communication strategy, including selecting message channels, configuring fallback options, adjusting timing, and defining how automations should behave when customers take action.
This article explains how the Checkout Recovery automation rule works for customers in the United States using Rich Communication Services (RCS) as the primary messaging channel.
Instructions
Built-in rules created automatically
When Advanced Automations are enabled, Wati automatically creates built-in rules.
These rules are designed to reach customers through the most effective messaging channels based on their region.
Rule: Checkout recovery for US customers (RCS primary)
Trigger
Customer Abandons Checkout
Condition
Phone country = United States
Sequence configuration
Primary Channel: RCS
Fallback Channel: SMS
Pre-configured recovery sequence: 3 messages
The automation stops automatically when:
The customer completes checkout
The customer replies to the message
This rule ensures that customers in the United States receive recovery reminders through Rich Communication Services (RCS).
How the checkout recovery sequence works
Each built-in rule includes a 3-step message sequence designed to remind customers to complete their purchase.
Default timing
Message 1 – Sent 15 minutes after checkout abandonment
Message 2 – Sent 1 hour after Message 1
Message 3 – Sent 24 hours after Message 2
If the customer completes their purchase before the next message is scheduled, the remaining messages in the sequence are automatically cancelled.
Channel selection and fallback logic
Each automation sequence allows you to configure how messages are delivered across channels.
You can set:
A Primary Channel
An optional Fallback Channel
Fallback behavior setting
If the fallback channel is triggered, subsequent messages use the fallback channel:
If enabled, all remaining messages in the sequence use the fallback channel.
If disabled, only the failed message uses the fallback channel while future messages continue using the primary channel.
This flexibility helps ensure messages are delivered even if the primary channel fails.
Event handling and de-duplication
Each abandoned checkout is processed using a unique checkout ID.
Platform rules
If the same checkout ID triggers multiple events, only one event every 5 minutes is processed.
If different checkout IDs are generated, they are processed independently.
If the order is completed, all remaining messages in the sequence are automatically cancelled.
These safeguards help prevent duplicate or unnecessary messages.
Multiple abandoned checkouts
If a customer abandons multiple checkouts:
Each abandoned checkout is eligible to trigger its own automation sequence. However, Wati prevents duplicate automation flows from being triggered for the same checkout.
Platform safeguards prevent excessive message triggering.
Only one automation flow can remain active per user at a time to prevent overlapping recovery messages.
This ensures customers do not receive overlapping automation messages.
Message limits
Advanced Automations apply message limits per automation sequence.
Built-in configuration
Default abandoned checkout sequence: 3 messages
Maximum configurable sequence: 18 messages
Platform marketing limits
Standard platform marketing limits still apply:
4 marketing messages per rolling 24 hours
10 marketing messages per rolling 7 days
These limits help ensure compliance with messaging platform policies.
Automated messages vs advanced automations
When Advanced Automations and Automated Messages use the same trigger, Advanced Automations take priority.
Here is the logic Wati follows:
If Advanced Automation is enabled, the Automated Messages rule for that trigger is automatically disabled.
If Advanced Automations are already active, Automated Messages cannot be enabled for the same trigger.
This logic applies only when both automations use the same Shopify trigger.
Supported Shopify triggers
These advanced automations currently support the following Shopify events as triggers:
Abandoned Checkout – Customer leaves checkout without completing the purchase
Order Confirmation – Order is paid or partially paid
Order Shipment – Order is shipped or partially shipped
Order Fulfilled – Order is fulfilled or partially fulfilled
Order Returned – Order is refunded or partially refunded
Add to Cart - Customers who add items to their cart but do not proceed to checkout
These triggers allow merchants to automate communication across the entire customer order lifecycle.
Frequently Asked Questions (FAQs)
Overview
1. What happens when Shopify Advanced Automations are enabled in Wati?
When Shopify Advanced Automations are enabled, Wati automatically creates built-in automation rules with pre-configured messaging sequences, channel settings, and stop conditions.
2. What does the “Checkout recovery for US customers” automation rule do?
The “Checkout recovery for US customers” rule sends abandoned checkout recovery messages to customers in the United States using Rich Communication Services (RCS) as the primary channel and SMS as the fallback channel.
3. What conditions and channels are configured in the “Checkout recovery for US customers” rule?
The rule uses:
Trigger: Customer abandons checkout
Condition: Phone country equals United States
Primary channel: RCS
Fallback channel: SMS
Message Sequence and Delivery
4. How does the checkout recovery message sequence work?
The default checkout recovery sequence contains 3 messages:
Message 1 is sent 15 minutes after checkout abandonment
Message 2 is sent 1 hour after Message 1
Message 3 is sent 24 hours after Message 2
5. When does the checkout recovery automation stop automatically?
The checkout recovery automation stops automatically when:
The customer completes checkout
The customer replies to the message
6. What happens when the fallback behavior option is enabled?
If the option “If the fallback channel is triggered, subsequent messages use the fallback channel” is enabled, all remaining messages in the sequence are sent through the fallback channel.
7. What happens when the fallback behavior option is disabled?
If the fallback behavior option is disabled, only the failed message uses the fallback channel while future messages continue using the primary channel.
Platform Rules and Limits
8. How does Wati prevent duplicate abandoned checkout automations?
Wati processes abandoned checkouts using a unique checkout ID and applies the following safeguards:
Only one event every 5 minutes is processed for the same checkout ID
Different checkout IDs are processed independently
Only one automation flow can remain active per user at a time
Remaining messages are cancelled if the order is completed
9. What message limits apply to Shopify Advanced Automations?
The following message limits apply:
Default abandoned checkout sequence: 3 messages
Maximum configurable sequence: 18 messages
Maximum 4 marketing messages per rolling 24 hours
Maximum 10 marketing messages per rolling 7 days
10. What happens if Advanced Automations and Automated Messages use the same Shopify trigger?
If Advanced Automations and Automated Messages use the same Shopify trigger:
Advanced Automations take priority
The Automated Messages rule for that trigger is automatically disabled
Automated Messages cannot be enabled while Advanced Automations are active for the same trigger
11. Which Shopify triggers are supported in Shopify Advanced Automations?
Supported Shopify triggers include:
Abandoned Checkout
Order Confirmation
Order Shipment
Order Fulfilled
Order Returned
Add to Cart