Order updates
the messages customers actually open
Order and delivery updates are read more than anything else you send. Purands sends them across channels and answers the replies they attract.
The problem
Customers ask where their order is, and the answer sits in a system they cannot reach. Support absorbs the question over and over.
These messages have the highest open rates you will ever get, and most stores waste them as a dead-end notification.
What triggers it, and what it reads
The triggers are order lifecycle events from the store: order confirmed, dispatched, in transit, delivered, and any exception along the way.
- Order and fulfilment events from the store
- Carrier tracking state
- Channel affinity, so the update goes where it is read
- Conversation history, so a reply has context
- Language and locale on the profile
Order lifecycle messaging runs through the Agentic Concierge, which handles confirmation through delivery on web and WhatsApp.
What gets sent
Examples only, written for this page. Real messages are generated per customer from their own profile and your catalogue.
- WhatsApp: Hi Kevin, your order is out for delivery today. Track it here, or reply and I will check for you.
- Email: Order confirmed, shipped and delivered emails, triggered automatically from the store's own events.
- SMS: A short dispatch or delivery note for customers who prefer it.
- Push: Deep-links to the order, not the homepage.
- Web assistant: Answers "where is my order" in the chat widget, with the tracking state already loaded.
How the agent picks the moment and the channel
Transactional updates are not held back for engagement reasons. A customer who is waiting for a parcel is told what is happening.
Channel follows where the customer reads. Most brands find WhatsApp carries these, with email as the written record.
Every update is two-way. A reply reaches an agent that knows the order, and escalates to a person only when it needs to.
Because these messages get opened, they are also where the agent learns: replies and questions feed straight back into the profile.
Setting it up
Connect the store so order and fulfilment events sync, and confirm which carrier states should generate a message.
WhatsApp order updates are utility templates. Approval with Meta is managed by Purands, and existing WhatsApp Business numbers can move across.
The other retention jobs
- Abandoned cart recovery: one decision per shopper, not one schedule.
- Replenishment reminders: before they run out, not after.
- Win-back campaigns: a reason to return, not a blanket discount.
- Back-in-stock alerts: the moment it lands, to the people still waiting.
- Review requests: asked at the moment the answer is yes.
All six run on one engine: Agentic Skills, reading Profiling.
Order updates
See this running on your own data
A 30 minute demo on your catalogue and your customers, with the decisions the agent would make shown one by one.