# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: retail.after-the-sale title: After the sale sector: retail source: kind: synthesized notes: >- No shop has built this with us yet. Written from the base patterns: a staff form that records each sale and saves its date on the customer (as the church playbooks record a gift), a trigger filter on a form answer to pick delivery sales, and a daily run over a date-rule segment for restocking. WhatsApp templates follow the Meta approval rules. vocabulary: person: customer people: customers group: team summary: >- After you record a sale, delivery customers get a "did it arrive OK?" message two days later, and every customer gets a review or Instagram-tag request after five days. Regulars who haven't bought for a month get a "time to restock?" message with your catalogue link. You get a monthly summary. Works over WhatsApp or SMS. when_to_use: - You sell on Instagram, WhatsApp, at a market stall or from a small shop, and many customers buy again. - Orders are paid by bank transfer or at the counter, and nobody follows up after the sale. - You want more reviews and more repeat orders without writing every message yourself. requires: data_in: - how: staff_form what: "A Record a sale form that you or your seller fills after each sale, on a phone, matched to the customer by phone number. It doesn't ask for prices." - how: csv_import what: "Optional: import your regulars with last_purchase_at (an ISO date) and first_name, so the restock messages work from day one." channels: - channel: whatsapp for: All three messages, if you choose WhatsApp needs: A connected WhatsApp Business number, and each template approved by Meta (submit it from the template page). The templates must be approved before you switch the follow-ups on. - channel: sms for: All three messages, if you choose SMS needs: An SMS provider, or Origamy managed SMS after business verification (KYC). events: - onboarding.submitted traits: - last_purchase_at - last_category parameters: - key: org_name ask: true question: What should messages call your shop or brand? label: Shop name type: string example: Northwind Boutique - key: categories ask: true question: What do you sell? (the categories you pick from when recording a sale) help: One per line. Short names. label: Product categories type: list default: [Clothing, Beauty, Accessories, Home] - key: reorder_days ask: true question: After how many days do regular customers usually need to restock? help: For example 30 for skincare or food, 90 for clothes. label: Restock after (days) type: number default: 30 - key: review_url ask: true question: Where should happy customers leave a review or tag you? (your Instagram page, a Google review link) label: Review or tag link type: url example: https://www.instagram.com/yourshop - key: catalogue_url ask: true question: Which link should restock messages point to? (your WhatsApp catalogue or online shop) label: Catalogue link type: url example: https://wa.me/c/yourshop - key: use_whatsapp ask: true question: Send these messages on WhatsApp instead of SMS? help: WhatsApp needs a connected business number and Meta's approval of each message. SMS needs an SMS provider. label: Use WhatsApp type: boolean default: false - key: restock_until_days label: Stop asking about restocking this many days after the last purchase type: number default: 60 - key: restock_cooldown_hours label: Hours before the same customer can get the restock message again type: hours default: 720 - key: delivery_check_delay label: Delivery check after the sale type: duration default: 2d - key: review_delay label: Review request after the sale type: duration default: 5d - key: send_time label: Daily send time for the restock message type: time default: "10:00" - key: shop_contact label: Number or handle customers can message type: string default: "{{ workspace.phone }}" - key: report_team label: Team that gets the monthly summary type: team_name default: Owners - key: report_cron label: Monthly report (five-field cron, in the time zone below) type: cron default: "0 9 1 * *" - key: timezone label: Time zone type: timezone default: "{{ workspace.timezone }}" - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there timings: - "{{ params.delivery_check_delay }} after a delivery sale is recorded: a message asking whether it arrived OK. Pickup sales don't get it." - "{{ params.review_delay }} after any sale: a request for a review or an Instagram tag, at most once a month per customer." - "Every day at {{ params.send_time }} ({{ params.timezone }}): a restock message to customers whose last purchase was more than {{ params.reorder_days }} days ago and less than {{ params.restock_until_days }} days ago." - Monthly summary on the schedule {{ params.report_cron }}. customer_must: - "After each sale, fill the Record a sale form: the customer's phone number, first name, what they bought (a category), the date and pickup or delivery. It's ten seconds on your phone. Record sales the same day, or the messages arrive late." - "If you chose WhatsApp: connect your WhatsApp Business number, then submit the three templates for Meta approval from the template page and wait for them to be approved. Meta can take a day or more. Give a real review link and catalogue link, because the WhatsApp messages need them." - "If you chose SMS: connect an SMS provider or finish business verification." - Only message customers who've agreed to hear from you. Mention it at the sale or in your order message, and respect anyone who says stop. - Add people to the {{ params.report_team }} team, publish the Record a sale form, switch the follow-ups and the report on one at a time, and test with your own phone and a test sale. objects: - ref: team_report kind: team about: Gets the monthly summary. body: { name: "{{ params.report_team }}" } - ref: form_sale kind: form about: Staff form to record a sale. It saves the purchase date and category on the customer. It asks for no prices. body: name: Record a sale slug: record-a-sale description: For you and your sellers. One entry per sale. draft_state: version: 1 meta: { layout: classic, submit_label: Record sale, success_message: Recorded. } pages: - id: p1 title: Record a sale description: Use the customer's phone number each time so their orders stay together. fields: - { id: f_phone, key: phone, type: phone, label: Customer's phone (WhatsApp if possible), required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_first, key: first_name, type: short_text, label: Customer's first name, required: true, maps_to: { mode: custom, key: first_name, trait: true } } - id: f_category key: category type: single_select label: What did they buy? required: true maps_to: { mode: custom, key: last_category, trait: true } options: - $each: params.categories $value: { value: "{{ item }}", label: "{{ item }}" } - { id: f_date, key: sale_date, type: date, label: Date of the sale, required: true, maps_to: { mode: custom, key: last_purchase_at, trait: true }, config: { default_today: true } } - id: f_delivery key: delivery_method type: multiple_choice label: Pickup or delivery? required: true maps_to: { mode: custom, key: delivery_method } options: [{ value: pickup, label: Pickup }, { value: delivery, label: Delivery }] verification_settings: { required: false } - ref: seg_restock kind: segment about: Last purchase more than the restock time ago, but not too long ago. body: name: Time to restock description: last_purchase_at more than the restock days ago and within the stop-asking window. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: last_purchase_at, cond_operator: older_than, value: "{{ params.reorder_days }}d" } - { type: trait, trait_key: last_purchase_at, cond_operator: within_last, value: "{{ params.restock_until_days }}d" } - ref: seg_recent kind: segment about: Bought in the last 30 days (for the report). body: name: Bought in the last 30 days description: last_purchase_at within the last 30 days. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: last_purchase_at, cond_operator: within_last, value: 30d } - ref: tmpl_delivery_sms kind: template when: { param: use_whatsapp, equals: false } about: '"Did it arrive OK?" by SMS.' body: name: Delivery check (SMS) channel: sms category: After the sale style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, this is {{ params.org_name }}. Did your order arrive OK? If anything is wrong, call or message us on {{ params.shop_contact }} and we'll sort it out. Reply STOP to opt out." - ref: tmpl_delivery_wa kind: template when: { param: use_whatsapp, equals: true } about: '"Did it arrive OK?" on WhatsApp. Needs Meta approval.' body: name: Delivery check (WhatsApp) channel: whatsapp category: After the sale style: text status: active subject: "" provider_template_id: after_sale_delivery_check metadata: { whatsapp: { category: UTILITY, language: en } } variables: { "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}", "2": "{{ params.org_name }}" } body: "Hi {{1}}, this is {{2}}. Did your order arrive OK? If anything is wrong, just reply to this message and we will sort it out." - ref: tmpl_review_sms kind: template when: { param: use_whatsapp, equals: false } about: Review or tag request by SMS. body: name: Review request (SMS) channel: sms category: After the sale style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for shopping with {{ params.org_name }}! If you love your order, a quick review or a tag helps us a lot{% if \"{{ params.review_url }}\" != \"\" %}: {{ params.review_url }}{% endif %}. Reply STOP to opt out." - ref: tmpl_review_wa kind: template when: { param: use_whatsapp, equals: true } about: Review or tag request on WhatsApp. Needs Meta approval. body: name: Review request (WhatsApp) channel: whatsapp category: After the sale style: text status: active subject: "" provider_template_id: after_sale_review_ask metadata: { whatsapp: { category: MARKETING, language: en } } variables: { "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}", "2": "{{ params.org_name }}", "3": "{{ params.review_url }}" } body: "Hi {{1}}, thank you for shopping with {{2}}! If you love your order, a quick review or a tag helps us a lot: {{3}} Thank you!" - ref: tmpl_restock_sms kind: template when: { param: use_whatsapp, equals: false } about: '"Time to restock?" by SMS.' body: name: Restock reminder (SMS) channel: sms category: After the sale style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, it's been a while since your last order from {{ params.org_name }}. Time to restock?{% if \"{{ params.catalogue_url }}\" != \"\" %} See what's new: {{ params.catalogue_url }}{% endif %} Reply STOP to opt out." - ref: tmpl_restock_wa kind: template when: { param: use_whatsapp, equals: true } about: '"Time to restock?" on WhatsApp. Needs Meta approval.' body: name: Restock reminder (WhatsApp) channel: whatsapp category: After the sale style: text status: active subject: "" provider_template_id: after_sale_restock metadata: { whatsapp: { category: MARKETING, language: en } } variables: { "1": "{{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}", "2": "{{ params.org_name }}", "3": "{{ params.catalogue_url }}" } body: "Hi {{1}}, it has been a little while since your last order from {{2}}. Time to restock? See what is new in our catalogue: {{3}} Reply here if you would like help choosing." - ref: q_sales kind: saved_question about: How many sales were recorded in the period. body: name: "Report: sales recorded" data_plane_id: default viz_type: number viz_settings: {} visibility: workspace query_ast: table: events filters: operator: and conditions: - { field: event_name, op: eq, value: onboarding.submitted } - { field: properties.form_id, op: eq, value: "{{ ref.form_sale.id }}" } aggregations: [{ fn: count, alias: sales }] - ref: q_buyers kind: saved_question about: How many different customers bought in the period. body: name: "Report: customers who bought" data_plane_id: default viz_type: number viz_settings: {} visibility: workspace query_ast: table: events filters: operator: and conditions: - { field: event_name, op: eq, value: onboarding.submitted } - { field: properties.form_id, op: eq, value: "{{ ref.form_sale.id }}" } aggregations: [{ fn: distinct, field: canonical_user_id, alias: people }] - ref: q_by_category kind: saved_question about: Sales recorded per category. body: name: "Report: sales by category" data_plane_id: default viz_type: table viz_settings: {} visibility: workspace query_ast: table: events filters: operator: and conditions: - { field: event_name, op: eq, value: onboarding.submitted } - { field: properties.form_id, op: eq, value: "{{ ref.form_sale.id }}" } aggregations: [{ fn: count, alias: sales }] breakouts: [{ field: properties.category }] limit: 50 - ref: report_monthly kind: report about: Sales recorded, customers who bought, sales by category and who is due to restock. body: name: "Monthly: sales summary" description: Sales recorded last month, customers who bought (the difference is repeat sales), sales by category, and who is due to restock. schedule_cron: "{{ params.report_cron }}" timezone: "{{ params.timezone }}" enabled: false spec: period: previous_month compare: previous_period week_start: monday sections: - { id: sales, kind: saved_question, title: Sales recorded, viz: number, params: { question_id: "{{ ref.q_sales.id }}" } } - { id: buyers, kind: saved_question, title: Customers who bought, viz: number, params: { question_id: "{{ ref.q_buyers.id }}" } } - { id: categories, kind: saved_question, title: Sales by category, viz: table, params: { question_id: "{{ ref.q_by_category.id }}" } } - id: sizes kind: segment_sizes title: Customers now params: segment_ids: ["{{ ref.seg_recent.id }}", "{{ ref.seg_restock.id }}"] recipients: [{ type: team, id: "{{ ref.team_report.id }}" }] channel_policy: { mode: email_only } - ref: wf_delivery kind: workflow about: Two days after a delivery sale, asks whether the order arrived OK. Pickup sales are skipped. body: name: "After the sale: did it arrive?" description: Two days after a delivery sale is recorded, a message asking whether the order arrived OK. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_sale.id }}" property_filters: [{ property: delivery_method, cond_operator: eq, value: delivery }] properties: { $origamy_property_filters: true } steps: - { id: s1, type: delay, config: { duration: "{{ params.delivery_check_delay }}" } } - { id: s2, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_delivery_sms.id }}" } } } } - { id: s3, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_delivery_wa.id }}" } } } } re_entry_policy: every_time re_entry_cooldown_hours: 0 goal: {} exit_conditions: [] - ref: wf_review kind: workflow about: Five days after a sale, asks for a review or an Instagram tag; at most once a month per customer. body: name: "After the sale: review or tag" description: Five days after a sale is recorded, a request for a review or an Instagram tag. enabled: false trigger_type: event trigger_config: { event_name: onboarding.submitted, form_id: "{{ ref.form_sale.id }}" } steps: - { id: s1, type: delay, config: { duration: "{{ params.review_delay }}" } } - { id: s2, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_review_sms.id }}" } } } } - { id: s3, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_review_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] - ref: wf_restock kind: workflow about: Daily run over "time to restock"; one message per cooldown. body: name: "After the sale: time to restock?" description: Every day, a restock message to customers whose last purchase was a while ago, with your catalogue link. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_restock.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, when: { param: use_whatsapp, equals: false }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_restock_sms.id }}" } } } } - { id: s2, type: action, when: { param: use_whatsapp, equals: true }, config: { action_type: send_message, channel_config: { mode: single, single: { channel: whatsapp, template_id: "{{ ref.tmpl_restock_wa.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: "{{ params.restock_cooldown_hours }}" goal: {} exit_conditions: [] eval: name: 94_retail_after_the_sale mode: task vertical: "" prompt: >- I sell clothes and skincare on Instagram and WhatsApp. I'll record every sale on a form. Two days after a delivery sale, message the customer on WhatsApp to ask if it arrived OK. Five days after any sale, ask them to leave a review or tag us on Instagram. Customers who haven't bought for 30 days should get a message asking if it's time to restock, with my catalogue link. Send me a monthly summary of sales. expect_artifacts: [form, segment, workflow, message_template, report] forbid_terms: [discount, cart, checkout, abandoned]