> ## Documentation Index
> Fetch the complete documentation index at: https://docs.codking.tech/llms.txt
> Use this file to discover all available pages before exploring further.
# Customer Engagement
> If you offer cash on delivery, you already know it drives sales but it also eats into margins through failed deliveries and courier surcharges. Charging a small COD fee helps cover that cost, and this guide walks you through setting it up in COD King.
**Customer Engagement** consists of features that help build meaningful interactions with customers through Customer notifications via Whatsapp or SMS to make their shopping journey more enhanced and informed, Hence boosting engagement and trust.
**Keep customers** informed and engaged. **Build brand & trust** by connecting with your customer
Here we will discuss about the following features:
1. **Confirmation Messages**
2. **Fulfilment Messages**
3. **First Purchase Messages**
Let us understand in detail what purpose they serve and how to use/enable them.
Sending WhatsApp messages to your customers needs approval.
Keep your notifications enabled and complete your settings - WhatsApp messages will start automatically once your account is approved. You can still send test notifications while approval is pending. To maintain a healthy eco-system and avoid spamming, our team will review your Store.
## 1. **Confirmation Messages**
Helps send automated **SMS and WhatsApp notifications** to customers as soon as an order is placed, ensuring instant communication, improved customer engagement, and a seamless post-purchase experience.
**What the Customer Receives**
* A confirmation message
* Order ID
* Order summary (optional)
* Thank you note
* Brand name or store name
# Step-by-Step Guide :
### Step 1: Open Customer Engagement
Go to **COD King** then go to **Features** after that locate **Customer Engagement** from your Shopify admin panel.
### Step 2: Select Confirmation Messages
Under Customer Engagement, select **Confirmation Messages** to configure notifications that are sent when an order is placed and click on Manage.
### Step 3: Choose the Communication Channel
Select the channel through which you want to notify customers — **SMS, WhatsApp, or both**.
### Step 4: Configure the Message
Create or customize the confirmation messages in Whatsapp or SMS whcih customers will receive after placing an order. Add relevant order details or dynamic variables where required.
### Step 5: Enable the Message
Review your message settings and enable the **Confirmation Message** to start sending automated notifications when orders are placed.
**Best Use Cases**
* Stores with high COD order volume
* Stores facing customer hesitation after placing orders
* Brands wanting a professional, automated communication flow
Keep your confirmation message short, clear, and reassuring. Include essential order information so customers immediately know their order has been successfully placed.
## 2. **Fulfilment Messages**
Allows you to send automated **SMS and WhatsApp notifications** to customers when an order is dispatched, keeping them informed about their order status and ensuring a smooth post-purchase experience.
**What the Customer Receives**
* Tracking link
* Courier partner details (if available)
* Estimated delivery message
* Order ID
# Step-by-Step Guide :
### Step 1: Open Customer Engagement
Go to **COD King → Customer Engagement** from your Shopify admin panel.
### Step 2: Select Fulfilment Messages
Under Customer Engagement, select **Fulfilment Messages** to configure notifications for dispatched orders and click on Manage.
### Step 3: Choose the Communication Channel
Select the preferred communication channel — **SMS, WhatsApp, or both**.
### Step 4: Configure the Message
Create or customize the fulfilment message that will be sent when an order is dispatched. Add relevant order details using the available dynamic variables.
### Step 5: Enable Fulfilment Messages
Review your message and settings, then **save and enable** the fulfilment notification.
**Best Use Cases**
* Stores dispatching through multiple shipping partners
* Stores wanting fewer customer queries
* Businesses wanting to improve delivery performance
Keep fulfilment messages concise and informative. Include key order details and dispatch information to keep customers updated throughout the delivery journey.
## 3. **First Purchase Messages**
Helps you send automated **WhatsApp messages** to customers after their first order by offering exclusive discounts and timely reminders. Encourage repeat purchases, increase customer engagement, and drive higher conversions.
**What the Customer Receives**
* Welcome message
* Thank-you note
* Discount code (optional)
* Brand introduction
# Step-by-Step Guide :
### Step 1: Open Customer Engagement
Go to **COD King → Customer Engagement** from your Shopify admin panel.
### Step 2: Select First Purchase Messages
Under Customer Engagement, select **First Purchase Messages** to create automated messages for customers after their first purchase.
### Step 3: Enable WhatsApp Messages
Enable **WhatsApp** as the communication channel for sending first-purchase messages to customers.
### Step 4: Add Your Offer
Create a message offering an **exclusive discount** to customers after their first order. Add the discount details and any relevant dynamic variables.
### Step 5: Set the Reminder
Configure the **reminder timing** to send a follow-up message and encourage customers to use their discount.
### Step 6: Save and Enable
Review the message, discount, and reminder settings, then **save and enable** the First Purchase Message.
**Best Use Cases**
* New brands wanting to grow customer relationships
* Stores focusing on repeat buyers
* Stores with strong branding or loyalty programs
Make the offer clear and time-sensitive to create urgency, encourage repeat purchases, and drive higher conversions.
# How Customer Engagement Helps Your Business ?
* **Builds Customer Trust:** Keeps customers informed at every key stage of their order journey.
* **Drives Repeat Purchases:** First-purchase offers encourage customers to shop again.
* **Boosts Conversions:** Timely messages and exclusive discounts motivate customers to complete more purchases.
* **Improves Customer Experience:** Delivers relevant updates through SMS and WhatsApp without manual effort.
* **Strengthens Customer Relationships:** Consistent communication helps turn first-time buyers into loyal customers.
## **How to Access Customer Engagement/Message Logs ?**
1. Open the **COD King** app.
2. Go to **Analytics** from the main menu.
3. Select **Message Logs**
If you need any assistance while setting up the Customer Engagement or have any questions about any option, feel free to reach out to us at [**support@notifiktech.com**](mailto:support@notifiktech.com). We will be happy to help.