WhatsApp upsell, cross-sell and reorder campaigns
Endelir builds an audience of opted-in customers from your own order data, sends them an approved marketing template with a relevant reason to buy again, and handles the replies in one inbox. The people most likely to buy from you again are the ones who already have. Endelir sends an approved Marketing template to a contact group you build from your own purchase data, so a reorder reminder or an upgrade offer reaches the customers it actually suits. Messages like these need permission you have recorded, and the software checks for it before it sends.
The second sale is the one nobody follows up
Most businesses know roughly when a customer should be running low, or which addition would have made the first purchase better. Acting on it is the part that does not happen. The order sits in one system, the phone number in another, and nobody has the time to work out who is due this week.
What replaces it is usually the same offer sent to everyone. It is easier to send, and it is the reason people stop reading. A customer who bought a filter in March does not want a discount on the machine they already own, and being asked repeatedly is what makes them tap block.
Your order data, your groups, an approved template
Endelir does not know what anyone bought. Your system tells it. A call to the customer API creates or updates the contact and sets two things on the record: custom fields, such as the item and the date it was bought, and which contact groups the person belongs to. That call is the whole mechanism, and it is the honest limit of this page — without it, Endelir has a phone number and nothing else.
Once the data is on the record, the group is the audience and the template is the offer. A campaign goes to one contact group, on a schedule you set in your own timezone, using a template Meta has approved in advance. Placeholders in that template can be filled from the contact's custom fields, so the message names the item the person actually bought rather than the category it belongs to.
How it works
- 1 Your system pushes the purchase across One API call per customer writes the item, the date, the size — whatever your offer needs — onto the contact as custom fields.
- 2 The group decides who is due The same call sets group membership. A group named for a purchase cycle, an upgrade tier or a product line is the audience for the campaign.
- 3 The template carries the offer You write it, Meta approves it, and it is categorised as Marketing because that is what an upsell is. Placeholders draw from the contact's fields.
- 4 Permission is checked twice Anyone who has opted out is left out when the audience is built, and at the moment of sending a Marketing template is refused for any contact with no recorded marketing consent.
- 5 The campaign runs Immediately, or at a time you choose. The report shows the delivery status for each contact and when it last changed.
- 6 Replies come back to your team An answer lands in the shared inbox as an ordinary conversation, with the history and the saved fields already attached.
What this looks like in practice
A retailer sells water filters that last about six months. The orders live in their own system, and until now the reminder was a note in a calendar that nobody opened. They add one step to their order flow: when an order ships, it calls Endelir and writes the filter model and the fitting date onto the contact, then puts that contact into a group for the month the replacement falls due.
At the start of each month someone opens Endelir, picks that month's group, chooses the approved reminder template and sends it. The message names the model the customer has, not a range. People who reply with a question are answered by a person in the inbox, and people who ask to stop are removed from every future Marketing send without anyone having to remember to do it.
What can happen next
Who this suits
What to know before you set it up
An upsell, a cross-sell and a promotional reorder nudge are Marketing. That is not a matter of wording — the template category decides what permission is needed, and putting an offer inside an order update does not make the offer transactional. Keep the two apart: the shipping notice stays a shipping notice, and the offer goes out as its own Marketing template to people who agreed to receive them. Endelir enforces this at the point of sending: a Marketing template to a contact with no recorded consent is refused rather than delivered.
The message is only as good as the data behind it. If a template placeholder points at a custom field that is empty, the message still goes out with a dash where the product name should be, so build the group from contacts whose records are complete. A campaign's audience is also fixed at the moment you create it, which is an argument for refreshing the group from your latest orders first and creating the campaign second. Endelir has no shop integration switched on today, so that refresh is your own system calling the API.
What to watch
- How many contacts were in the group, and how many the message reached
- Delivery status per contact, from the campaign report
- How many were refused for want of recorded consent — that is a data problem worth fixing
- How many replied, and what they asked
- Repeat orders placed after a send, counted in your own system
- How many opted out, and after which offer
Related
Questions people ask
Can I recommend another product after a customer buys something?
Yes, to customers who have given you permission to send them marketing. A recommendation you start yourself is a business-initiated message, which means an approved template in the Marketing category. Endelir checks each contact before it sends: someone who has opted out is left out of the audience, and someone with no recorded marketing consent is refused at the moment of sending rather than messaged anyway. If the customer writes to you first and the conversation is open, your team can suggest the addition in the ordinary way, with no template involved.
What is the difference between upselling and cross-selling?
Upselling moves a customer to a higher-value version of what they were already going to buy — a suite instead of a standard room, the larger service plan, the longer course. Cross-selling offers something that goes with what they have already bought — the compatible accessory, the airport transfer, the replacement blade for the tool. In Endelir both are built the same way: a contact group defined by what the customer bought, and an approved Marketing template whose placeholders name it. The difference is in the offer you write, not in the software.
Can Endelir automatically send reorder reminders?
Endelir sends the campaign; your system decides who is due. There is no shop integration switched on and no order history inside Endelir, so the purchase date and the item reach the contact record through the customer API. Once they are there, you build a group for each reorder point and run a campaign against it, immediately or scheduled for a date and time in your own timezone. There is no recurring campaign that fires by itself every month — someone refreshes the group and starts the send. Use a purchase cycle that matches the product rather than a fixed interval applied to everything.
Are reorder and upsell messages treated as Marketing?
Yes, when you are the one starting the conversation. A message whose purpose is to make another sale is Marketing, and it should be sent as a Marketing template to people who opted in. Referring to a previous order does not make a promotional message transactional, and an offer added to the bottom of an order update does not belong there. Keep the utility message doing its job and send the offer separately. This is also the practical rule inside Endelir, because the category on the template is what triggers the consent check before sending.
Can the offer be based on what the customer bought before?
Yes, once that information is on the contact record. Custom fields hold the item, the model, the size or the date, and a campaign template can draw its placeholders from those fields, so the message names the specific thing rather than the category. Group membership does the targeting: a contact in the group for one product line never receives the campaign written for another. Both the fields and the group membership are set by your own system through the API, or by hand on the contact. If a field a template points at is empty, a dash appears in its place, so it is worth keeping the group to contacts whose records are complete.
How do I stop a reminder after the customer has already bought?
Update the contact before the campaign is created. A campaign fixes its audience at the moment you create it, so the reliable order of events is: your system pushes the new order, which moves the contact out of the due-for-reorder group, and only then do you build the campaign. A contact update through the API sets the full list of groups a person belongs to, so removing them is the same call that added them. Two things still apply after a campaign exists: a contact who opts out is refused at the point of sending even if they are already in the queue, and a scheduled campaign can be deleted before it runs.
Should every customer get the same cross-sell offer?
No, and the same-for-everyone version is what teaches people to ignore you. A recommendation works when it follows from something the customer has actually done — the product they own, the room they booked, the course they finished. That is the reason this page keeps returning to the contact record: the groups and custom fields are what let you send four smaller, relevant campaigns instead of one large irrelevant one. Sending less, to people it suits, is also what keeps your opt-out rate down.
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