How Shopify Stores Use SMS Mercuri Flows to Automate Customer Communication
- Karthik Manjunath
- 2 days ago
- 4 min read
TL;DR
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For most Shopify stores, sending SMS or WhatsApp messages starts as a manual effort; campaigns, reminders, and updates are sent one at a time.
But as your store grows, this becomes difficult to manage consistently.
That’s where automation makes a difference.
By setting up Mercuri Flows, Shopify stores can ensure that the right message reaches the customer at the right time, without relying on manual follow-ups.
This blog explains what Mercuri Flows are and how to set them up for your Shopify store to streamline customer engagement.
What Are Mercuri Flows?
Mercuri Flows are features within the Mercuri dashboard that allow you to automate messages based on events happening in your store.
Instead of sending messages manually, workflows are triggered automatically when a specific action occurs, such as an order being placed or a cart being abandoned.
For example:
Send a message when a new order is created
Trigger a reminder when a cart is abandoned
Follow up after a purchase
Once set up, these flows run automatically in the background.
Why Use Mercuri Flows?
As your store grows, consistency in communication becomes more important.
Mercuri Flows help by:
ensuring timely communication without manual effort
reducing missed follow-ups across the customer journey
improving engagement through relevant, event-based messaging
freeing up time for your team to focus on operations
Instead of reacting manually, your store responds automatically to customer actions.
How to Set Up Mercuri Flows
Step 1: Open Flows
Go to Flows in your Mercuri dashboard.
Click Create Workflow.
Step 2: Name Your Workflow
At the top left, enter a Workflow Name. By default, the name may be automatically populated based on the selected trigger.
Examples:
Order Confirmation Flow
Cart Recovery Flow
Booking Reminder Flow
Giving a clear name helps you easily identify the automation later.
Step 3: Add a Trigger
Every workflow starts with a Trigger.
A trigger is the event that starts the workflow.
To add a trigger:
Click Triggers.
Select the trigger based on your connected platform.
Step 4: Add Logic (Optional)
After selecting a trigger, you can either:
Add an Action directly, or
Add a Wait or Condition (Logic Node) to control how the workflow runs.
Logic helps you create conditional workflows, so messages are sent only when specific conditions are met.
To add logic:
Click the Plus icon present on the Trigger Node.
Select one of the available logic options.
Condition
A Condition allows the workflow to branch based on specific rules.
Examples:
Send a message only if payment status is unpaid
Send a notification only if order value is greater than ₹1000
When configuring a condition:
Select the field (for example, Payment Status).
Choose a comparison rule (equals, not equals, greater than, etc.).
Select the value from the dropdown.
Example condition: Payment Status ≠ Paid
This means the workflow will continue only if the payment is not completed.
You can also click Add Condition to include multiple rules.
After configuring the conditions, click Save Conditions.
Delay
A Delay pauses the workflow for a specified amount of time before continuing.
Examples:
Send a reminder 30 minutes after cart abandonment
Send a follow-up message 1 day after order creation
This helps you control when the next action should happen.
Step 5: Add an Action
After the logic node (or directly after the trigger), you can add an Action, such as:
Send a WhatsApp message
Send an SMS message
Step 6: Managing the Workflow
After adding triggers, logic, and actions:
Turn Workflow ON to activate the automation.
Click Save Changes to apply the workflow.
Once saved and activated, the workflow will automatically run whenever the trigger conditions are met.
Examples of Common Triggers
Here are a few flows Shopify stores commonly set up:
1. Cart Abandoned
Trigger: Customer leaves without completing purchase
Wait for a short duration
Send a reminder message
Helps recover potential lost sales.
2. Order Created
Trigger: Customer places an order
Send a confirmation message
Share order details
Builds trust immediately after purchase.
3. Fulfillment Created
Trigger: Order is shipped
Send shipping update
Share tracking information
Keeps customers informed and reduces support queries.
4. Post-Purchase Follow-Up
Trigger: Order delivered
Send follow-up message
Encourage repeat purchase
Improves retention and customer experience.
Conclusion
For Shopify stores, the challenge isn’t just sending messages; it’s sending them consistently at the right time.
Mercuri Flows simplifies this by automating communication across key moments in the customer journey.
From cart recovery to post-purchase follow-ups, these workflows ensure that no important interaction is missed.
Get Started with Mercuri
If you’re already using SMS or WhatsApp, setting up flows is the next step toward making your communication more reliable and scalable.
Start by automating a few key workflows, try out Mercuri Flows with a free plan, and expand as your store grows.
Frequently Asked Questions
What are Mercuri Flows in Shopify?
Mercuri Flows are automated workflows that send SMS or WhatsApp messages based on events in your Shopify store, such as cart abandonment or order updates.
Do I need coding skills to set up Mercuri Flows?
No. Mercuri Flows can be set up using simple triggers, logic, and actions within the dashboard—no technical knowledge required.
What is the most important flow to start with?
Abandoned cart recovery is usually the first and most impactful flow, as it helps recover lost sales.
Can I control when messages are sent?
Yes. You can add delays and conditions to control timing, such as sending a reminder 30 minutes after cart abandonment.
Should I use SMS or WhatsApp for these flows?
It depends on your audience. SMS works well for quick visibility, while WhatsApp allows more interactive and detailed communication. Using both often improves engagement.
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