TopEdge Docs

Go-live checklist

Work down this list once. Everything on it has caused a real merchant a real problem — usually silence where a message should have been, or a message that should not have gone out.

Before going live, confirm both channels are connected, every template a journey uses is Approved, each journey you expect to run is Published rather than Draft, marketing sends only target contacts with recorded consent, and one real end-to-end test has produced a message on a real phone.

Connections

How to check it worked

  • Shopify shows Connected with the correct store domain.
  • WhatsApp shows Connected with the number you want customers to see.
  • The messages webhook field is subscribed.
  • Your WhatsApp token is a permanent System User token, not a 24-hour test token.
  • Gmail is connected if any journey or campaign sends email.

Templates

How to check it worked

  • Every template referenced by a published journey shows Approved.
  • Order and shipping templates are in the Utility category and contain no promotional language.
  • Promotional templates are in the Marketing category.
  • Variables are mapped — a template with unmapped variables sends with blanks or fails outright.
  • The preview in the dashboard matches what you want the customer to receive.

Automations

How to check it worked

  • Each journey you expect to run shows Published. Draft journeys never send.
  • The trigger on each journey matches the event you think it does — order confirmation is the order placed trigger.
  • Trigger filters are deliberate. All rules combine with AND, so two narrow rules can exclude everyone.
  • Wait timings are what you intend — the first cart reminder is minutes, not instant.
  • Your main flow is Published in Flow Builder, so replies get an answer.

How to check it worked

  • Marketing broadcasts target only contacts with recorded opt-in.
  • No purchased or scraped phone lists are loaded into Audience.
  • Opt-in tools carry consent wording that names WhatsApp marketing explicitly.
  • STOP handling is understood — it opts the contact out of marketing automatically.
  • Order and shipping updates use Utility templates, which do not require marketing consent.
Where consent can legitimately come from Each source records how the contact opted in, which is what you rely on if Meta ever asks.

Tracking (for cart recovery only)

How to check it worked

  • All three layers on Store growth → Website tracking are green.
  • The TopEdge opt-in app embed is enabled on your live theme, not a preview theme.
  • A test abandoned checkout produced a cart row with a phone number.
  • If you use a third-party checkout, its webhook is configured and tested.

One real end-to-end test

  1. Place a real order on your own phone Use a number you control, in international format. Confirm the WhatsApp message arrives and reads correctly on a phone, not just in the dashboard preview.
  2. Abandon a checkout Enter your phone at checkout and leave. Confirm the cart appears under abandoned carts with the phone populated, then wait for the first reminder to fire.
  3. Reply to the message Your reply should appear in Live Chat and trigger your welcome flow. This proves the webhook is working in the inbound direction too.
  4. Take over and release Take control of the thread, send a free-form reply, then release it to the bot. Confirm automation resumes on your next inbound message.
  5. Check the money Complete the abandoned checkout and confirm the cart is marked recovered with revenue attributed.

Know your limits before launch day

Two separate ceilings apply. Your TopEdge plan caps orders and sends per billing cycle, and Meta caps how many unique customers you can message in 24 hours. A launch broadcast is the usual way to discover both at once.

Plan limits are listed on the pricing page; your own usage is in Settings → Billing.

Frequently asked questions

What is the most common reason a WhatsApp automation does not send?

A journey left in Draft. Publishing is a separate action from saving, and a saved draft looks complete in the editor while sending nothing. The second most common reason is a template that is still pending Meta approval.

Do order confirmations need marketing consent?

No. Order, shipping and delivery updates are transactional and send as Utility templates, which do not require marketing opt-in. Promotional broadcasts are different and do need recorded consent from the contact.

Updated 2026-10-04