Message Center is a centralized feature in Qiscus Shop that allows admins to manage all messages sent to customers — from automated order updates to manually shared microsite links. This feature ensures that customers receive clear and timely updates while giving admins full control over message content, language, and delivery behavior.
Overview
Message Center allows you to manage all customer-facing messages sent automatically during the order process — from checkout to payment confirmation — as well as messages used when sharing your store’s microsite link.
With Message Center, you can:
- Configure messages for five key events: Share Microsite URL, Order Failed, Order Incomplete, Order Placed, and Order Paid
- Choose between Default Messages (available in English and Indonesian) or create your own Custom Messages
- Use placeholders (e.g.,
{{username}},{{order_id}},{{grand_total}}) to automatically include customer or order details in each message - Turn Automation Messages on or off for specific events, depending on your store’s needs
- Preview messages in real time before saving any changes
Accessing Message Center
- Go to Qiscus Shop Dashboard
- Open the Store menu
- Click the Message Center tab (next to Location)
Available Events and Message Triggers
Inside Message Center, admins can manage messages for different order-related events. Each event represents a specific moment in the customer journey when a message can be sent.
There are five available tabs:
| Event | Trigger Type | Description |
|---|---|---|
| Share Microsite URL | Manual (triggered by agent) | Sends a message containing the microsite link that agents can manually generate and send to customers via Omnichannel. |
| Order Failed | Automatic | Sends a message when an order cannot be created due to stock issues, product unavailability, or checkout errors. |
| Order Incomplete | Automatic | Sends a message when a customer starts checkout via WhatsApp but hasn’t completed the required delivery or payment details. |
| Order Placed | Automatic | Sends a message after the customer successfully completes checkout and the order is created. |
| Order Paid | Automatic | Sends a message when the customer’s payment has been confirmed or manually marked as paid. |
For automatic events, each tab includes an Automation Message Toggle that controls whether the message will be sent when the event occurs. By default, this toggle is enabled. When the toggle is disabled, the system will not send the automation message to customers for that event.
Configuring Automation Messages
Default Configuration
When a store is successfully created in Qiscus Shop, all automation messages are configured using Default Message with English as the default language.
Admins can update the message type, language, and content at any time from Message Center.
Message Type
For each event, you can choose the Message Type to determine how the message will be sent to customers.
1.Default Message
Choose this option to use ready-made templates provided by Qiscus Shop. Simply choose a language from the dropdown (available in English and Indonesian). The message preview will update automatically, allowing you to review how the final message will appear to customers before saving any changes.
2.Custom Message
Choose this option to write your own message and button label. This allows you to personalize the tone, structure, and content to match your store’s branding. You can also insert placeholders, which are dynamic variables that automatically display real customer or order data.
As you edit your message, the Preview section updates in real time to show exactly how the message will appear to customers.
Supported Placeholders
Dynamic placeholders allow automatic data replacement in messages.
| Placeholder | Description |
|---|---|
{{store_name}} | Store name sending the message |
{{customer.name}} | Customer name (fallback: “Kak”) |
{{order.unprocessed_products}} | Products that couldn’t be processed (e.g., out of stock) |
{{order_id}} | Unique order ID (prefixed “#”) |
{{order.products}} | List of ordered products and quantities |
{{order.product_subtotal}} | Total product price before fees |
{{order.delivery_fee}} | Delivery cost charged based on the selected shipping method |
{{order.service_fee}} | Additional service/platform fee |
{{order.grand_total}} | Final total including product subtotal, delivery, and service fees |
{{order_details_link}} | Link to the order details page (example: “https://shop.qiscus.com/order/12345”) |
{{order_receipt_link}} | Link to the digital receipt page (example: “https://shop.qiscus.com/receipt/12345”) |
Sharing Microsite URL via Omnichannel
The Share Microsite URL event is a manual message that allows agents to send the store’s microsite link directly to customers via Omnichannel.
Unlike other events, this message is triggered manually using a custom button in the chat interface.
Custom Button Setup
By default, the Omnichannel custom button for sharing the microsite URL is automatically created when a store is successfully set up in Qiscus Shop.
When created automatically:
- The Label Name of the custom button uses the store name
- The message configuration for Share Microsite URL is set to Default Message
- The default message language is English
In most cases, admins and agents do not need to perform any manual setup.
Manual Custom Button Setup (Optional)
If the custom button is missing or needs to be reconfigured, you can set it up manually by following these steps:
- Copy the Custom Button URL from the Share Microsite URL tab in Message Center
- Open Omnichannel
- Go to Settings
- From the left-side menu, select Custom Button
- Set the Label Name and Button Text as needed
- Paste the copied Custom Button URL into the Webhook URL field
- Click Save, and your custom button is ready to use.
###
Using the Custom Button
To share the microsite link with a customer:
- Open the customer’s chat room in Omnichannel
- Click the custom button that has been configured
Once clicked, the system will automatically trigger the Share Microsite URL message, generating and sending a personalized microsite link to the customer.
Customer Experience
Messages Sent to Customers
During their shopping journey, customers will automatically receive messages that match their order status:
- Order Failed
- Order Incomplete
- Order Placed
- Order Paid
The message content sent to customers follows the automation message configuration set by the store admin in the Message Center. And any placeholders used in the message (such as customer name, order ID, etc) will be automatically populated with real-time values when the message is delivered.
If the customer’s WhatsApp session has expired (after 24 hours of no interaction), these messages can no longer be delivered through WhatsApp. However, all other supported channels will continue to send automation messages normally.
Order Receipt Experience
After a successful payment, customers can access their digital receipt through the Order Details page.
Once an order reaches the Paid status (and is not cancelled or refunded), the Order Details page will display a View Order Receipt button. Clicking this button opens the receipt page, where customers can review complete purchase information.
On the receipt page, customers can review full order details — including items, prices, payment information, and totals — and use the Download button to save the receipt in PDF format.
