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Vertical Playbooks

Vertical Playbooks

These vertical playbooks provide deep, practical examples of how the 8x8 WhatsApp solution can be applied to solve specific industry challenges. Each playbook includes a common scenario, a high-level flow, and the complete, end-to-end JSON payloads required to build it, from template creation to the final automated reply.

Retail & eCommerce

Value: Drive sales, reduce cart abandonment, and provide instant post-purchase support.

Scenario: Abandoned Cart Recovery

Flow: A MARKETING carousel template is sent 2 hours after a customer abandons their cart. If they reply, an automation sends them a direct link to their saved cart.

Tools Used: API (or Automation Builder with HTTP Trigger)

1. Step 1: Create the Carousel Template

First, create a MARKETING template with a carousel to showcase the items left in the cart.

Click to view `Template Creation Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/accounts/{accountId}/channels/{channelId}/templates

{
"language":"en_US",
"name":"retail_abandoned_cart_v1",
"category":"MARKETING",
"components":[
{
"type":"BODY",
"text":"Hi {{1}}, you left some items in your cart! Are you ready to complete your purchase?",
"examples":["Alex"]
},
{
"type":"CAROUSEL",
"cards":[
{
"components":[
{
"type":"HEADER",
"format":"IMAGE",
"examples":["https://.../product_A.png"]
},
{
"type":"BODY",
"text":"Item 1: Running Shoes"
},
{
"type":"BUTTONS",
"buttons":[
{
"type":"quick_reply",
"text":"Complete My Order"
}
]
}
]
},
{
"components":[
{
"type":"HEADER",
"format":"IMAGE",
"examples":["https://.../product_B.png"]
},
{
"type":"BODY",
"text":"Item 2: Sports Jacket"
},
{
"type":"BUTTONS",
"buttons":[
{
"type":"quick_reply",
"text":"Complete My Order"
}
]
}
]
}
]
}
]
}

2. Step 2: Send the Template

Your e-commerce platform's automation triggers this API call when a cart is abandoned for 2 hours.

Click to view `Template Sending Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
"user":{
"msisdn":"+15551234567"
},
"type":"template",
"content":{
"template":{
"language":"en_US",
"name":"retail_abandoned_cart_v1",
"components":[
{
"type":"body",
"parameters":[{"type":"text","text":"Alex"}]
},
{
"type":"carousel",
"cards":[
{
"cardIndex":0,
"components":[
{
"type":"header",
"parameters":[
{
"type":"image",
"url":"https://.../item_1_live.png"
}
]
}
]
},
{
"cardIndex":1,
"components":[
{
"type":"header",
"parameters":[
{
"type":"image",
"url":"https://.../item_2_live.png"
}
]
}
]
}
]
}
]
}
}
}

3. Step 3: Handle the Reply

The customer clicks "Complete My Order." An Automation Builder workflow (or your webhook) receives this reply, opening the 24-hour service window.

Click to view `Inbound Webhook Payload` (User taps button)

```json { "namespace": "ChatApps", "eventType": "inbound_message_received", "payload": { ... "type": "Text", "content": { "text": "Complete My Order" } } } ```

4. Step 4: Send the Checkout Link

The automation replies with an Interactive Button Message containing the dynamic checkout link.

Click to view `Automated Response Payload` (Interactive CTA Button)

```json { "user": { "msisdn": "+15551234567" }, "type": "interactive", "content": { "interactive": { "type": "cta_url", "body": { "text": "Great! Your cart is saved. Click here to check out." }, "action": { "parameters": { "display_text": "Go to Checkout", "url": "[https://your-store.com/checkout/cart/a1b2c3d4e5](https://your-store.com/checkout/cart/a1b2c3d4e5)" } } } } } ```

Financial Services / Fintech

Value: Securely authenticate users, provide real-time fraud alerts, and deliver account updates.

Scenario: Transaction One-Time Passcode (OTP)

Flow: A user attempts a high-value transaction. Your system calls the 8x8 API to send an AUTHENTICATION template with a "Copy Code" button for a seamless user experience.

Tools Used: API

1. Step 1: Create the Authentication Template

This template uses the special COPY_CODE button.

Click to view `Template Creation Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/accounts/{accountId}/channels/{channelId}/templates

{
"language":"en_US",
"name":"finance_otp_v3",
"category":"AUTHENTICATION",
"components":[
{
"type":"BODY",
"text":"Your one-time passcode for your transaction is {{1}}.",
"examples":[
"123456"
]
},
{
"type":"FOOTER",
"text":"This code expires in 5 minutes. Do not share it with anyone."
},
{
"type":"BUTTONS",
"buttons":[
{
"type":"COPY_CODE",
"examples":[
"123456"
]
}
]
}
]
}

2. Step 2: Send the OTP Message

When the transaction is initiated, your server generates a code and sends this API request.

Click to view `Template Sending Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
"user":{
"msisdn":"+15552223333"
},
"type":"template",
"content":{
"template":{
"language":"en_US",
"name":"finance_otp_v3",
"components":[
{
"type":"body",
"parameters":[
{
"type":"text",
"text":"852913"
}
]
},
{
"type":"button",
"index":"0",
"subType":"copyCode",
"parameters":[
{
"type":"couponCode",
"couponCode":"852913"
}
]
}
]
}
}
}

Logistics & Delivery

Value: Automate delivery notifications, provide proof of delivery, and manage rescheduling requests.

Scenario: Failed Delivery & Rescheduling

Flow: A driver marks a delivery as "failed." An automated UTILITY template is sent with a DOCUMENT header (the "missed delivery" note) and quick reply options to reschedule.

Tools Used: API + 8x8 Automation Builder

1. Step 1: Create the Failed Delivery Template

Click to view `Template Creation Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/accounts/{accountId}/channels/{channelId}/templates

{
"language":"en_US",
"name":"delivery_failed_v1",
"category":"UTILITY",
"components":[
{
"type":"HEADER",
"format":"DOCUMENT",
"examples":[
"https://.../delivery_note.pdf"
]
},
{
"type":"BODY",
"text":"Hi {{1}}, we're sorry we missed you for your delivery (Order #{{2}}). We've attached the delivery note. What would you like to do?",
"examples":[
"Carlos",
"774-ABC"
]
},
{
"type":"BUTTONS",
"buttons":[
{
"type":"quick_reply",
"text":"Reschedule"
},
{
"type":"quick_reply",
"text":"Change Address"
},
{
"type":"quick_reply",
"text":"Contact Support"
}
]
}
]
}

2. Step 2: Send the Notification

The driver's app calls an API endpoint that triggers this message.

Click to view `Template Sending Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
"user":{
"msisdn":"+15554445555"
},
"type":"template",
"content":{
"template":{
"language":"en_US",
"name":"delivery_failed_v1",
"components":[
{
"type":"header",
"parameters":[
{
"type":"document",
"url":"https://.../live-delivery-note-774-ABC.pdf"
}
]
},
{
"type":"body",
"parameters":[
{
"type":"text",
"text":"Carlos"
},
{
"type":"text",
"text":"774-ABC"
}
]
}
]
}
}
}

3. Step 3: Handle the "Reschedule" Reply

The customer taps "Reschedule." An Automation Builder workflow receives this reply.

Click to view `Inbound Webhook Payload` (User taps button)

```json { "namespace": "ChatApps", "eventType": "inbound_message_received", "payload": { ... "type": "Text", "content": { "text": "Reschedule" } } } ```

4. Step 4: Offer New Time Slots

The automation replies with an Interactive List Message showing the next available slots.

Click to view `Automated Response Payload` (Interactive List)

```json { "user": { "msisdn": "+15554445555" }, "type": "interactive", "content": { "interactive": { "type": "list", "header": { "type": "text", "text": "Reschedule Delivery" }, "body": { "text": "Please select a new time slot for order #774-ABC." }, "action": { "button": "Select Slot", "sections": [ { "title": "Available Times", "rows": [ { "id": "slot_1", "title": "Tomorrow (Nov 7)", "description": "10:00 AM - 12:00 PM" }, { "id": "slot_2", "title": "Tomorrow (Nov 7)", "description": "2:00 PM - 4:00 PM" }, { "id": "slot_3", "title": "Day After (Nov 8)", "description": "10:00 AM - 12:00 PM" } ] } ] } } } } ```

Healthcare & Clinics

Value: Securely remind patients of appointments, send pre-visit instructions, and manage confirmations.

Scenario: Appointment Reminder with Location

Flow: Send a UTILITY template 48 hours before an appointment that includes the clinic's location as a LOCATION header.

Tools Used: API or Campaigns

1. Step 1: Create the Reminder Template

This template uses the LOCATION header type.

Click to view `Template Creation Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/accounts/{accountId}/channels/{channelId}/templates

{
"language":"en_US",
"name":"clinic_reminder_v1",
"category":"UTILITY",
"components":[
{
"type":"HEADER",
"format":"LOCATION"
},
{
"type":"BODY",
"text":"Hi {{1}}, this is a reminder of your appointment with {{2}} on {{3}} at {{4}}.",
"examples":[
"Lee",
"Dr. Smith",
"Nov 10, 2025",
"3:00 PM"
]
},
{
"type":"FOOTER",
"text":"Please reply to confirm or call to reschedule."
}
]
}

2. Step 2: Send the Reminder

Your scheduling system triggers this API call 48 hours before the appointment.

Click to view `Template Sending Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
"user":{
"msisdn":"+15556667777"
},
"type":"template",
"content":{
"template":{
"language":"en_US",
"name":"clinic_reminder_v1",
"components":[
{
"type":"header",
"parameters":[
{
"type":"location",
"location":{
"latitude":"1.2857",
"longitude":"103.8479",
"name":"Downtown Medical Clinic",
"address":"123 Health St, Medical Tower, #05-01"
}
}
]
},
{
"type":"body",
"parameters":[
{"type":"text","text":"Lee"},
{"type":"text","text":"Dr. Smith"},
{"type":"text","text":"Nov 10, 2025"},
{"type":"text","text":"3:00 PM"}
]
}
]
}
}
}

Education & Training

Value: Engage new students, send course materials, and provide event reminders.

Scenario: New Student Welcome & Orientation

Flow: A UTILITY template is sent upon enrollment, featuring a VIDEO header (a welcome message from the director) and a URL button linking to the new student portal.

Tools Used: API or Campaigns

1. Step 1: Create the Welcome Template

Click to view `Template Creation Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/accounts/{accountId}/channels/{channelId}/templates

{
"language":"en_US",
"name":"student_welcome_v1",
"category":"UTILITY",
"components":[
{
"type":"HEADER",
"format":"VIDEO",
"examples":[
"https://.../welcome_video.mp4"
]
},
{
"type":"BODY",
"text":"Welcome to the university, {{1}}! We're thrilled to have you. Your student ID is {{2}}. Get started by visiting your student portal.",
"examples":[
"Sam",
"S98765A"
]
},
{
"type":"BUTTONS",
"buttons":[
{
"type":"URL",
"text":"Go to Student Portal",
"url":"[https://portal.university.edu/login/](https://portal.university.edu/login/){{1}}",
"examples":[
"S98765A"
]
}
]
}
]
}

2. Step 2: Send the Welcome Message

Your Student Information System (SIS) triggers this API call upon successful enrollment.

Click to view `Template Sending Payload` (API Request)

POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
"user":{
"msisdn":"+15558889999"
},
"type":"template",
"content":{
"template":{
"language":"en_US",
"name":"student_welcome_v1",
"components":[
{
"type":"header",
"parameters":[
{
"type":"video",
"url":"https://.../live_welcome_video.mp4"
}
]
},
{
"type":"body",
"parameters":[
{"type":"text","text":"Sam"},
{"type":"text","text":"S98765A"}
]
},
{
"type":"button",
"index":"0",
"subType":"url",
"parameters":[
{
"type":"text",
"text":"S98765A"
}
]
}
]
}
}
}

Source: https://developer.8x8.com/connect/docs/whatsapp/vertical-playbooks · 8x8 CPaaS Developer Docs. Synced for support deflection.

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