> ## Documentation Index
> Fetch the complete documentation index at: https://docs.referbro.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Touchpoints & Triggers

> When and how WhatsApp messages are sent throughout the customer journey

WhatsApp messages in Referbro are triggered at specific **touchpoints** in the customer journey. Each touchpoint maps to a template slot that you configure in **WhatsApp Settings**.

<Tip>
  Looking for complete template configurations to use? Check out the [Template Library](/docs/features/whatsapp/template-library) to copy and paste ready-made templates for every touchpoint!
</Tip>

## Touchpoint Overview

```mermaid theme={null}
graph LR
    A[Customer Visits Store] --> B[Shares via Widget]
    A --> C[Places Order]
    C --> D[Order Confirmation]
    C --> E[Order Delivered]
    E --> F[Delivery Notification]
    E --> G[Post-Delivery Followup]
    B --> H[Friend Buys]
    D --> H
    H --> I[Reward Notification]
    H --> J[Post-Referral Follow-up]
    H --> K[Referrer Delivery Notification]
```

<Tip>
  When adding a URL button to any of these templates, you can use the Referbro **Share Button URL** endpoint (`/whatsapp/share`) as the button destination. It resolves the campaign's [Share Message](/docs/features/campaigns#widget-configuration) and opens WhatsApp with a pre-filled referral message. See [Share Button URL](/docs/features/whatsapp/overview#share-button-url) for the full syntax and configuration.
</Tip>

***

## 1. Referral Invitation

**Trigger:** Customer submits their phone number in the Refer & Earn widget (homepage).

* **Context:** The customer is actively choosing to refer a friend.
* **Template Strategy:** Use a direct, first-person invitation.

**Example Message:**

```text theme={null}
Hey! 🎉

We’ve generated a referral link for you.
Share it with friends, and they'll get ₹500 OFF, while you earn ₹500 when they buy.

👇 Tap to shop using this link: https://yourstore.com?ref=JOHN-AB12&source=widget
See you there!
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Referral Invitation Template](/docs/features/whatsapp/template-library#1-referral-invitation)
</Tip>

***

## 2. Order Confirmation

**Trigger:** Automatically sent after a customer places an order.

* **Context:** The customer is at their happiest—right after purchase. This is the **highest-converting** moment for referrals.
* **Template Strategy:** Encourage sharing while the excitement is fresh.
* **Timing:** Sent shortly after order confirmation.

**Example Message:**

```text theme={null}
Love your purchase? Share with friends and earn ₹150 for every friend who buys! 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Order Confirmation Template](/docs/features/whatsapp/template-library#2-order-confirmation)
</Tip>

***

## 3. Delivery Notification

**Trigger:** When the customer's order is marked as **Delivered** in Shopify.

* **Context:** The customer has received their product and can share a genuine recommendation.
* **Template Strategy:** Strike while the iron is hot—they just received and experienced the product.

**Example Message:**

```text theme={null}
Your order has arrived! 📦 Loved it? Share with friends and earn ₹150 when they buy. 👇

{{referral_link}}
```

<Important>
  For delivery-related messages to work, orders must be marked as **Delivered** in your Shopify Admin (under **Orders → Fulfillment**). If you use a 3PL or shipping service, ensure delivery status syncs back to Shopify.
</Important>

<Tip>
  See a ready-to-use sample for this touchpoint: [Delivery Notification Template](/docs/features/whatsapp/template-library#3-delivery-notification)
</Tip>

***

## 4. Post Delivery Followup

**Trigger:** A configured number of days after the order is marked as delivered.

* **Context:** The customer has had time to use/experience the product.
* **Template Strategy:** Leverage satisfaction after usage for a final referral nudge.

**Example Message:**

```text theme={null}
Enjoying your purchase? Your friends would love it too! Share your link and earn ₹150 for each friend who buys. 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Post Delivery Followup Template](/docs/features/whatsapp/template-library#4-post-delivery-followup)
</Tip>

***

## 5. Post-Referral Follow-up

**Trigger:** After a friend successfully uses the referral link or completes a purchase.

* **Context:** The referral has resulted in something positive. Reinforce the behavior.
* **Template Strategy:** Confirm the successful referral and encourage continued sharing.

**Example Message:**

```text theme={null}
Great news! Your friend just used your referral link. Keep sharing to earn more rewards! 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Post-Referral Follow-up Template](/docs/features/whatsapp/template-library#5-post-referral-follow-up)
</Tip>

***

## 6. Referrer Delivery Notification

**Trigger:** When a referred friend's order is marked as delivered.

* **Context:** The referrer's friend has received their order — the referral cycle is near complete.
* **Template Strategy:** Inform the referrer and build anticipation for their reward.

**Example Message:**

```text theme={null}
Your friend just received their order! 🎁 Your reward will be credited soon. Keep referring! 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Referrer Delivery Notification Template](/docs/features/whatsapp/template-library#6-referrer-delivery-notification)
</Tip>

***

## 7. Reward Notification

**Trigger:** When the referrer's reward is issued (after the reward return period).

* **Context:** The referrer has earned their cashback, store credit, or gift card. A moment of delight.
* **Template Strategy:** Celebrate the reward and encourage more referrals.

**Example Message:**

```text theme={null}
🎉 You've earned ₹150 cashback! Your friend's purchase just paid off. Refer more friends to keep earning! 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Reward Notification Template](/docs/features/whatsapp/template-library#7-reward-notification)
</Tip>

***

## 8. Nudge Reminder

**Trigger:** Scheduled reminder to customers who have referral codes but haven't shared yet.

* **Context:** Re-engage dormant referrers.
* **Template Strategy:** Gentle reminder with emphasis on what they'll earn.

**Example Message:**

```text theme={null}
Don't forget—you can earn ₹150 for every friend you refer! Share your link now 👇

{{referral_link}}
```

<Tip>
  See a ready-to-use sample for this touchpoint: [Nudge Reminder Template](/docs/features/whatsapp/template-library#8-nudge-reminder)
</Tip>

***

## Recommended Priority

Not sure which templates to set up first? Here's the recommended order by impact:

| Priority            | Template                       | Why                                         |
| :------------------ | :----------------------------- | :------------------------------------------ |
| 🥇 **Must Have**    | Order Confirmation             | Highest conversion — customer is happiest   |
| 🥇 **Must Have**    | Referral Invitation            | Core functionality for widget sharing       |
| 🥈 **High Impact**  | Delivery Notification          | Product-in-hand = authentic recommendations |
| 🥈 **High Impact**  | Reward Notification            | Reinforces earning, drives repeat behavior  |
| 🥉 **Nice to Have** | Post-Referral Follow-up        | Confirmation and encouragement              |
| 🥉 **Nice to Have** | Nudge Reminder                 | Re-engagement for dormant referrers         |
| 🏅 **Advanced**     | Post Delivery Followup         | Long-tail engagement                        |
| 🏅 **Advanced**     | Referrer Delivery Notification | Complete referral journey awareness         |