Messages & customer replies

How templates, timing, delivery status, STOP/START/HELP, and optional order-information commands work.

Ready-made templates

Each supported Shopify lifecycle event starts with a complete MerchantWire template. You can edit ordinary wording and toggle relevant order details without editing raw Liquid or token internals.

Send timing

Each message type can send immediately or after a configured delay. Before a delayed send, MerchantWire rechecks current Shopify state and consent so stale messages can be canceled.

Message history

MerchantWire records delivery status and reasons needing attention. A status such as Sent does not confirm delivery to the customer's phone.

STOP, START and HELP

STOP tells the sender to stop texting that number. MerchantWire also synchronizes identified-customer transactional consent where applicable.
START is the supported resubscribe path after opt-out.
HELP returns the configured store support information and does not change consent state.

Twilio Advanced Opt-Out remains part of sender-level enforcement. MerchantWire does not replace Twilio's opt-out controls.

Optional customer text commands

Merchants may enable commands such as STATUS, TRACK, ETA, PICKUP, and DELIVERY for authorized order information. MerchantWire checks the sender and the applicable order/consent context before returning information.

This release does not include a merchant two-way conversation inbox. Customer replies beyond supported commands and opt-out/help behavior are not a general chat channel.