In this post, we will see how you can integrate Razorpay with WhatsApp and send an automatic WhatsApp reminder to your customers whenever they abandon their cart and cancels their Razorpay payment.
This automation requires a one-time setup, for which we will use Pabbly Connect.
We will link Razorpay with Pabbly Connect to capture the failed payment details, link Pabbly Connect with WhatsApp and send the customer a reminder of that failed payment.
Steps to Automatically Send Razorpay Failed Payment Reminder on WhatsApp
1. Sign In / Sign Up to Pabbly Connect and Create a Workflow
2. Establish a Connection between Razorpay and Pabbly Connect
3. Add a Filter to the Workflow
4. Setup WhatsApp Cloud API as the Action App to Send Payment Link
5. Compose a Message Template
6. Map the Necessary Fields
Step 1:- Sign In / Sign Up to Pabbly Connect and Create a Workflow
A. Sign In / Sign Up
To begin this process, visit Pabbly Connect and create your account by clicking on the ‘Sign Up Free’ button. You can also click on Sign In if you already have an account.
Click on the Pabbly Connect ‘Access Now’ button
B. Create Workflow
To create a new workflow, click the ‘Create Workflow’ button.
Name your workflow, and click on ‘Create’.
Step 2:- Establish a Connection between Razorpay and Pabbly Connect
We will look at the steps through which we can establish a link between Razorpay and Pabbly Connect. This will help us capture the data for each failed payment.
A. Trigger App
Trigger allows us to choose the application that will receive the data for Pabbly Connect. In our case, it would be Razorpay.
Expand the Trigger Step, choose ‘Razorpay’ as your Action App, and select ‘Payment Failed’ as an Action Event.
B. Webhook URL
A new Webhook URL will get generated. You will use this Webhook URL to create a connection with your Razorpay account. Copy the Webhook URL.
As soon as you Copy the Webhook URL, Pabbly Connect will start looking to capture data from Razorpay, as indicated by the rotating Waiting For Webhook Response button.
C. Connect Razorpay Account
To connect with your Razorpay account, go to your Razorpay dashboard and click on ‘Settings’ > ‘Webhooks’ > ‘Add New Webhook’.
You will be prompted to create a Webhook URL. Paste the Webhook URL we copied earlier. Since we only want to capture responses in case of failed payments we will select ‘payment.failed’ as the Active Events and click on ‘Create Webhook’.
D. Test Connection
Let us now test the connection we just established by making a dummy payment. Open your Razorpay payment form in an incognito tab, and fill in dummy credentials so that the payment fails.
You will receive a failed payment response along with the customer details and reason for the failed payment. Thus, confirming the successful connection.
Step 3:- Add a Filter to the Workflow
Since we want to send the failed payment reminders only in specific cases where the reason for abandonment is the user cancelling the payment, we will add a filter to our workflow to filter out all the other reasons for the failed payment.
Choose ‘Filter by Pabbly’ as the Action App, map ‘Payload Payment Entity Error Description’ as the Select Label, select ‘Equal to’ as the Filter Type, enter ‘Payment processing cancelled by user’ as the Value, and click on ‘Save & Send Test Request’.
Doing this will ensure that the next step in our workflow will only be executed if the customer cancels the payment.
Note: Make sure to copy the reason for failed payment exactly as above.
Step 4:- Setup WhatsApp Cloud API as the Action App to Send Payment Link
Action allows us to choose the application that will get executed by the workflow trigger.
We essentially want to send failed payment reminders on WhatsApp. Thus, WhatsApp Cloud API will be our Action App.
Note: Follow steps 1 to 3 of this blog to create a new Whatsapp Business Cloud API account if you don’t already have one.
Add another Action Step to your workflow by clicking the ‘+’ button.
A. Action App
Choose ‘WhatsApp Cloud API’ as your Action App, select ‘Send Template Message’ as an Action Event, and click on ‘Connect’.
B. Connect WhatsApp Cloud API Account
To connect with your WhatsApp Cloud API account, select ‘Add New Connection’. You will be asked to enter your Permanent Token, Phone Number ID, and WhatsApp Business Account ID.
Go to your Facebook Developer dashboard, copy the Phone Number ID and WhatsApp Business Account ID
Paste both in their respective fields.
The Token visible on your dashboard is a temporary one that expires every 24 hours. For our workflow, we need a Permanent Token. You can generate a Permanent Access Token by following the steps given in this post.
Paste the Permanent Token, and click on ‘Save’
Step 5:- Compose a Message Template
You will be asked to fill up a few fields. You can either select your Template Name directly from the list if you already have one ready or create a new message template by following these steps.
A. Create Message Template
Switch to your WhatsApp Cloud API dashboard, and click the ‘here’ hyperlink. You will be redirected to a new page.
Click on ‘Create Message Template’.
Select a Category, Name the template and pick a Language. Click on ‘Continue’.
B. Body with Dynamic Data Tags
Type in your message in the Body field. To personalize your message, include Dynamic Data Tags in your template.
Dynamic Data Tags help us to include variables in our template, these variables will be replaced with actual data in your message. The actual data can be a name, an email address, date, time, ID number etc. To add a dynamic tag to your template, write your variables between double curly braces {{variable}}.
C. Add Sample Content
To create a new template message, we are required to send Facebook a sample template for verification.
To send a sample, Click on ‘Add Sample’.
Enter the data you want your tags to be replaced with, and click on ‘Done’.
‘Submit’ your message and ‘Confirm’
As you submit your template, it could be approved right away or go to Facebook for a manual review. This process may take anywhere from a few minutes to a few hours. Reload your page to see if your template is approved and available.
Step 6:- Map the Necessary Fields
Now that you have connected your WhatsApp Cloud API account, all you need is to map the necessary details from the step above. Mapping ensures our data remains dynamic and changes as per the received responses.
Select your Template Name
A. Map Recipient Mobile Number
Map the Recipient Mobile Number from the step above.
B. Map Body Fields
Remember the Dynamic Data Tags we talked about? Those tags will be replaced by the data present in Body Fields.
In Body Field, map the relevant data from above. This could vary as per your choice of variable. Click on ‘Save & Send Test Request’.
As soon as you click on Save & Send Request, a WhatsApp reminder will be sent to the recipient’s mobile number.
Our automation is complete. We have successfully integrated Razorpay with WhatsApp. Now each customer who abandons their cart and cancels their payment will automatically receive a payment reminder on WhatsApp.
You can copy this entire workflow by clicking this link.
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