Trigger-based WhatsApp, sent through Wati, based on what members actually buy in store. This is what we want to run and the data we need EPOS to open up for it.
Use EPOS purchase and member data so Wati can send the right WhatsApp at the right moment: activate new members, get a second and third visit, lift basket size, and win back lapsed members, without doubling up on messages the Rewards system already sends.
| # | Use case | Goal | Trigger and timing | Message angle |
|---|---|---|---|---|
| 01 | Welcome 20% nudgeTotals ok | Activate new member | Welcome voucher still unused on day 7, again on day 25 | "Your 20% is still waiting. Grab a bagel before it goes." |
| 02 | Second purchaseNeeds items | Second visit | 3 to 5 days after the first order, offer on a different category | "Tried [category]? Next one's on the other side: toast or shio pan." |
| 03 | Win-back into PAWA TrailTotals ok | Reactivate lapsed | 21 to 30 days with no purchase, then 60 and 90 | "Miss you. Jump on PAWA Trail: 5 stamps, free Casarine." |
| 04 | Trail progressNeeds items | Third visit and beyond | After each stamp; voucher at 5 of 5 | "2/5 done, toast next." / "Trail done. Casarine's yours for 14 days." |
| 05 | Buy-any-5 upsellNeeds items | Bigger basket | Near real time, basket of 3 or 4 items | "One more and the next bagel's free today." |
| 06 | Points near a rewardTotals ok | Repeat visit | Balance reaches 80 points | "You're [N] points from $5 off." |
| 07 | Points expiryTotals ok | Reactivate | 30 days before a batch of points expires | "Your points expire [date]. Use them on your usual." |
| 08 | Birthday monthTotals ok | Visit and basket | Start of the month, reminder mid-month if unused | "It's your birthday month: 5% off is on. Treat yourself." |
| 09 | Favourite item backNeeds items | Repeat visit | Member's top item returns, or a related flavour launches | "[Item]'s back at [outlet]." |
| 10 | Home outletNeeds items | Relevance in every message | Woven into win-back and Trail messages | "See you at [PLQ / JEM / …]?" |
Cadence cap: at most one promotional WhatsApp per member per week. Trail stamps and voucher issues are transactional and sit outside the cap.
These depend on knowing what was bought, in which category, and when: Trail stamps, the second-purchase category switch, one-category cross-sell, buy-any-5, favourite-item alerts, and lapse timing based on each member's usual gap.
Totals and dates alone cover the welcome reminder, simple win-back, points and birthday messages.
If full history isn't possible, we'd need a live alert for each new sale with its line items, plus a one-time export of the last 12 months. Another option is a per-member summary EPOS keeps updated: last purchase, visit count, average basket, categories bought and top item.