A scanned pack is a signal. A missed retailer order is a louder one. Act on both the same day.
A pack scanned for the second time this month. A promotion form filled and the code never used. A retailer's weekly order that did not come. Most consumer goods brands record these, in three different systems. Here each one starts a journey on the consumer's or the retailer's phone, asks your system first, and stops the moment they act.
The moments that matter.
Each one is a moment the platform can act on. Here is what it does.
- 01Your system confirms the shelf
A pack scanned for the second time this month.
The scan is an event on the consumer's record. The Story shows the recipe, your distributor system confirms the second flavour is on the shelf nearby, and one WhatsApp offers it with a tap.
- 02Your distributor system
A retailer's weekly order that did not come.
Your distributor system reports the gap. One WhatsApp to the retailer with Reorder or Send a rep, and a tap writes the order back.
- 03One reminder
A promotion entered and the code never used.
The promotion message declared the code and its expiry as event fields. One reminder before expiry, then silence.
- 04Scheme reached
A retailer one case short of the scheme tier.
Your distributor system confirms the count. One WhatsApp tells the retailer the tier is one case away, with a tap to add it to this week's order.
- 05Session rule
A cart built in the retailer app and never placed.
A session rule fires when the session ends with no order. WhatsApp carries the cart back with a Place the order button, once.
- 06Consent checked
A sampling form filled at the stall, no pack bought since.
The form starts a consent-checked welcome: a Story on where to buy, with the nearest stockists from your system and a code for the first pack.
- 07RFM At Risk
A consumer who scanned every month and then stopped.
The consumer enters RFM At Risk on the windows you set. One recipe Story from the brand, not a discount, then silence.
- 08Story completed
A recipe Story read to the last page.
Completion is an event. The consumer enters the segment for the next recipe, and the next Story waits for the next scan.
- 09Your distributor system
A retailer who orders one SKU and never the second.
Your distributor system confirms the second SKU is listed for the outlet. One WhatsApp offers a case of it on this week's order, with a tap.
Signals from four places, one record per consumer and one per retailer.
Your distributor system sends the order placed, the order missed, the scheme count and the dispatch by API. The pack QR, the web Story and the retailer app send what people do, and the session itself. The promotion messages you already send become events. Every form, poll answer, tap and reply comes back to the same record, whether the record is a shopper or a shop.
The promotion message you already send is behaviour data.
A template declares which of its fields count as an event. The code you text to a promotion entrant today becomes a code-issued event with the promotion, the retailer and the expiry, with no SDK and no release. Behaviour history starts on day one, from the promotions you already run.
Catch the consumer who stopped scanning, and the retailer who stopped ordering.
Nobody tells you they switched brands. The monthly scan stops, the promotion entries stop, the retailer's weekly order shrinks and then skips. RFM models you define score consumers on scans and retailers on orders, each on its own window, and entering At Risk starts a journey. One message, on their channel, then silence.
Offer the second flavour on the scan, after your system says it is on the shelf.
A second scan of the same pack this month starts the journey. It asks your distributor system whether the second flavour is stocked near that consumer, and only then sends one WhatsApp with Send the code or Not now. A tap issues the code, and the redemption comes back from your promotion system. No blanket discount, no offer for a pack the shop does not carry.
Sell the pack size, the second SKU and the next tier on the signal, not the calendar.
The same pack scanned three months running is a family pack. A retailer who orders one SKU and never the second is a case of the second. An order one case short of the scheme tier is that case. Each signal checks your distributor system for what is listed, stocked and already ordered, then sends one offer on the channel they answer. If they do not act, the journey ends. Nobody gets the same offer twice.
Turn a built cart into a placed order.
The retailer opened the app, built a cart of six cases, read the scheme page and left. A session rule sends the cart back on WhatsApp with the stock your system confirms and a button to place it. Consent checked first, and the journey stops when the order lands.
See where the retailer app and the Story lose people.
The SDK captures what retailers do in the ordering app and the tracker captures what consumers do in a Story. Funnels show where the cart, the scheme page and the promotion form stop. A session rule turns what did not happen into a trigger: the cart built and never placed, the pack scanned and the form never completed. Ask the question in plain language and get the answer this session, not a ticket.
Stories you can measure, from the pack and the stall.
A QR on the pack or on the sampling stall opens a full-screen Story on your own domain, no app needed: the recipe, a poll, a quiz and a form that captures the name inside it. Every scan is credited to the campaign and the pack it came from, and the Story reports views, completion, the drop between pages, poll answers and form submissions. Built in the builder, changed for the next pack run without a reprint, withdrawn in one action.
Confirm the order by reply, and write it back.
An order due from your distributor system sends one WhatsApp to the retailer with Confirm or Change quantity. The journey asks your system for stock before it sends, branches on the retailer's answer, and writes the confirmed order back. Your distributor system stays the record of the order.
Trade promotions with a hand on the brake.
Distributor and retailer lists go out as bulk sends you can watch, pause and stop mid-run. Every message keeps one record: sent, delivered, replied, and what was written back. The interested reply and the reply that says stop are both on the record the next journey reads.
Consent per person, per channel, from the first form.
The promotion form asks for WhatsApp. The sampling form asks for SMS. The retailer signs up in the app. Each answer is a per-channel consent record with its history, checked by the journey before any message, and changed by a reply.
Audiences by region, channel and outlet.
Segments from the region the scan came from, the SKU on the pack, the distributor territory your system sends, engagement and consent, previewed before you save. A consumer segment for the launch city and a retailer segment for the outlets that have not stocked it are built the same way.
A journey you could ship in the pilot.
Second scan of the same pack this month → stocked nearby? your distributor system → WhatsApp: Send the code / Not now → tap: code sent, one event written → redeemed? your promo system → no tap: silence until the next scan.
Playbooks you can configure.
Ten journeys a consumer goods brand can configure, from the second flavour on a repeat pack scan to the retailer order that did not come, each drawn as it runs in the builder.
- 01Offer the second flavour the week the pack is scanned twice.
- 02Reach the scheme tier with one case, not a rep visit.
- 03Catch the retailer whose weekly order did not come.
- 04Bring back the consumer who stopped scanning.
- 05Turn the promotion entry into a redemption.
- 06Turn a built cart into a placed order.
- 07Capture the sampling name and sell the first pack.
- 08Confirm the distributor's order by reply.
- 09Run the trade promotion with a hand on the brake.
- 10Offer the family pack to the consumer who scans every month.
These are configurations you build in the pilot, not documented deployments.