In the competitive landscape of e-commerce, coupon codes are far more than simple discounts. When strategically deployed within the WhatsApp marketing ecosystem, they transform into powerful tools for driving customer engagement, recovering potentially lost sales, and building lasting brand loyalty. A well-placed offer can be the decisive factor that converts a hesitant shopper into a first-time buyer or brings a lapsed customer back into the fold.
This guide provides a comprehensive walkthrough of the advanced coupon functionalities available on the BusinessChat platform. We will explore everything from the initial creation of different coupon types to their strategic deployment in automations, management through the AI Chatbot, and essential lifecycle and troubleshooting practices.
1. The Coupon Code Arsenal: Coupon Types
Choosing the correct type of coupon is the first step toward achieving a specific marketing objective. The BusinessChat platform offers two distinct frameworks for managing discounts, each with its own strategic advantages. The primary distinction lies in where the code is generated and managed: either on your external e-commerce platform or directly within the BusinessChat automation settings. Understanding this difference is key to building effective, targeted campaigns.
The table below analyzes the two primary coupon frameworks available: Fixed Discount Codes and Custom Discount Codes.
Attribute | Fixed Discount Codes | Custom Discount Codes |
Creation Location | Generated on your e-commerce platform (e.g., Salla, Zid, Shopify, WooCommerce). | Generated directly within the BusinessChat platform during automation setup. |
Mechanism | A single, static code (e.g., SAVE10) that is manually added to the text of a WhatsApp message template. | A dynamic, unique code is automatically generated for each customer who enters the automation. |
Best Use Case | Broad, general promotions where the same code can be shared widely. Ideal for bulk campaigns or when embedding an offer directly into the AI Chatbot's Default Coupon response. | Personalized, single-use offers designed to prevent sharing. The gold standard for high-value automations, ensuring personalization and preventing coupon abuse. Note: Custom codes generated by BusinessChat cannot be used in bulk marketing campaigns. |
Implementation Method | 1. Create code in your e-commerce store. Create a new WhatsApp template and paste the code directly into the message body. Select this template in the automation. | 1. Within the automation settings, configure the discount's parameters (type, value, etc.). Use a message template that contains a variable placeholder (custom field), which the platform will auto-populate. (Note: The exact variable name is {{coupon_code}}). |
By mastering both fixed and variable codes, you can tailor your promotional strategy with precision. The next section will detail how to deploy these coupon types within the platform's powerful automated campaigns.
2. Activating Coupons in Automated Campaigns
Automations are where coupons evolve from a simple discount into a high-ROI tool for influencing key business metrics. By embedding targeted offers into these flows, you can directly impact Customer Lifetime Value (CLV) by re-engaging lapsed buyers, increase Average Order Value (AOV) by incentivizing cart completion, and improve lead conversion rates at critical journey touchpoints. Each campaign type serves a unique strategic purpose, and embedding the right coupon enhances its effectiveness.
2.1 Creating an automation with a custom coupon code
Creating or adding a custom coupon code to any automation on BusinessChat follows the same process:
Navigate to Automations from the main dashboard and select the automation type you want to set up.
In the setup process, click Use custom code from the top of the page
Configure the details of the custom code, including the type (percentage or fixed value), the minimum purchase amount, the maximum discount amount, and whether it applies to discounted products. Click Save once all details are set up.
Continue setting up the automation by choosing a pre-approved template. Make sure you have added a custom field for the custom coupon code in the template body. The mapping will happen automatically when the message is sent to customers. Save once you finish all set up.
NOTE: If you choose the custom coupon type to be a percentage, you cannot add the amount that will be deducted from the cart based on the code percentage.
2.2. Creating an automation with a fixed coupon code
Creating or adding a fixed coupon code to any automation on BusinessChat follows the same process:
Create a template for the automation you want to launch. Add the fixed coupon code name in the template body.
Navigate to Automations from the main dashboard and select the automation type you want to set up.
In the setup process, a pop-up will open, prompting you to create a custom code, click Skip
Set your filters if needed, then choose the template you’ve already created.
Save and launch the automation.
2.3 How to create fixed coupon codes from the ecommerce platform?
How to Create a Fixed Discount Code on Shopify?
Follow these steps to activate or create a fixed discount code on the Shopify platform:
Log in to your Shopify dashboard and select Discounts from the sidebar menu.
Click on Create discount.
Select the discount type (Discount code).
In the Discount code field, enter the code you want (e.g., SAVE10).
In the Value section: Choose Fixed amount if you want a fixed discount (e.g., 10 SAR or 5 USD), then specify the currency and discount value.
Choose whether the discount applies to the Entire order or Specific products.
You can set a Minimum purchase requirement or enable the Limit to one use per customer option.
Set the code's validity period (Active dates).
Click Save discount to save the code.
How to Create a Fixed Discount Code on Salla?
Follow these steps to activate or create a fixed discount code on the Salla platform:
Log in to your Salla dashboard.
Select Marketing Tools from the sidebar menu.
Click on Add Coupon.
Define the discount code properties and click Save.
How to Create a Fixed Discount Code on Zid?
Follow these steps to activate or create a fixed discount code on the Zid platform:
Log in to your Zid dashboard.
Select Coupons from the sidebar menu.
Click on Add Coupon.
Define the coupon properties.
Click on Save.
3. Lifecycle Management: Editing and Deactivating Coupon Codes in automations
Actively managing automations with coupon codes is essential for adapting to changing business priorities, promotional schedules, and inventory levels. The BusinessChat platform provides the flexibility to update or stop your coupon offers within live automations without disrupting the entire flow.
3.1. Modifying a Live Automation
Whether you're introducing a new offer or changing an existing one, the process differs slightly depending on the coupon type.
Adding or Changing a Custom Coupon:
Navigate to the live automation you wish to modify and click Edit.
Click on the coupon banner (it will say "Coupon not used" if none exists, or "Coupon used" if one is active).
Configure the new coupon details (e.g., discount type, value, limits).
Ensure you select a message template that includes the variable placeholder for the coupon code.
Click Save and then Publish the changes to the live automation.
Adding or Changing a Fixed Coupon:
First, create a new message template that includes the new fixed discount code directly in the text body.
Wait for the new template to be approved by WhatsApp.
Navigate to the live automation and click Edit.
Select the message step, then replace the old template with the new one containing the updated, fixed code.
Publish the changes.
3.2. Deactivating a Coupon in a Live Automation
When a promotion ends, you must remove the coupon from the relevant automation to stop distributing it.
Deactivating a Custom Coupon:
Navigate to the live automation and click Edit.
Click the coupon banner that says "Coupon used."
Select the Cancel discount option.
Publish the changes to remove the coupon-generating function from the campaign.
Note: Remember to change the automation template as well, because if you keep the same template that contained the custom field for the custom coupon code, it sends an “Unknown” value instead of the coupon, or whatever the fallback value you chose when creating the template.
Deactivating a Fixed Coupon:
Create a new message template that does not contain the fixed discount code in its text.
Wait for the new, coupon-free template to be approved.
Edit the live automation and update the message step to use this new template.
Publish the changes.
Properly managing your automations ensures they run as intended. However, if you notice that messages contain coupon codes that are not working, the next step is to troubleshoot the issue.
4. Troubleshooting Guide: Resolving Coupon Failures in Automations
A failed coupon can break an otherwise perfect automation. To resolve the issue quickly, follow this diagnostic flow to pinpoint whether the problem lies with the Code Type, the Conditions, or the Automation Setup.
Step 1: Identify the Coupon Type
First, determine if the non-working code is a Fixed Coupon (a static code like WELCOME10 created on your store) or a Custom Coupon (a unique code generated dynamically by BusinessChat).
A. If it is a Fixed Coupon:
The issue likely lies within your e-commerce platform settings, not BusinessChat. Log in to your store (Salla, Zid, Shopify, etc.) and verify:
Expiration Date: Has the code expired?
Usage Limits: Has the customer already used this code the maximum number of times allowed?
Cart Conditions: Does the cart meet the requirements (e.g., excluded products, minimum cart value)?
B. If it is a Custom Coupon:
The issue is likely within the BusinessChat automation settings. Proceed to Step 2.
Step 2: Troubleshoot Custom Coupons in Automations
Locate the specific automation sending the code. Open the automation, click Edit, and review the Coupon Details section. Check against these common failures:
1. Minimum Purchase Amount
Check: Is there a minimum spend requirement set in the coupon details?
Diagnosis: If a customer reports failure, compare their cart total against this setting. If their total is below the minimum, the code will not apply.
2. Discounted Products Exclusion
Check: Is the coupon configured to exclude products that are already on sale?
Diagnosis: Check the items in the customer's cart. If the cart contains discounted items and your setting excludes them, the code will be rejected.
3. Expiration Date (Salla & Zid Limit)
The Rule: For Salla and Zid stores, custom coupons automatically expire 3 days after they are created.
Diagnosis: Check the timestamp of the automation message in the customer's conversation history.
If the message was sent more than 3 days ago, the code has expired.
Tip: You usually do not need to ask the customer; the conversation log provides the exact date the code was generated.
Step 3: Diagnosing the "Unknown" Error
Symptom: The customer received a message saying "Use code: Unknown" instead of an actual number or code label.
Cause:
This happens when you insert the coupon variable (e.g., {{coupon_code}}) into the message text but fail to enable the "Generate Coupon" action in the automation steps.
Solution:
Go to the specific Automation page (e.g., Abandoned Cart).
Check the steps before the message is sent.
Ensure you have added the "Coupons" step and selected a valid coupon configuration.
Without this step, the system has no value to populate, resulting in the text "Unknown."
FAQs
Question: Can I disable payment via Tabby and Tamara if a discount coupon is provided? I want to prevent these options from being available when a discount code is used.
Answer: No, this is not possible with custom coupons. You have to create a fixed code to be able to control payment method availability.