Question 1

How to properly set up the AI extra instructions in your account

Accepted Answer

You’ve just installed CoCo—congratulations! 🎉 Here’s how you can quickly provide additional information to ensure CoCo responds perfectly to your customers!

What CoCo Knows About Your Online Store

When you connect your Shopify store to CoCo, we automatically retrieve your entire product catalog. Each product includes its title, description, and various metadata unique to your store, which CoCo can utilize.

These details form the foundational knowledge of your online store for CoCo.

To enhance CoCo's understanding, navigate to the "AI Settings and Data" page and review the selected Product metafields. Ensure that the relevant ones are checked, as they can enrich CoCo’s responses with additional insights.

If you activate a metafield, it will be enabled for all products in your store.

AI Product Metafields

We do not recommend including customer reviews unless they are highly relevant. CoCo processes all available information, and some customer reviews may contain inaccuracies that could mislead the AI.

CoCo automatically knows :

The email you use for customer service
All your promo codes.
All the informations about your products.

You don’t need to add more informations about this 3 elements.

What Additional Information You Should Provide to CoCo

3 Essential Fields to Fill In

To optimize CoCo’s perfo

Question 2

How to verify your Facebook Business account on Meta

Accepted Answer

Why should I verify my business on Facebook?

It's best practice to verify your business account on Meta for a couple of reasons:

It increases the amount of WhatsApp messages you can send in a 24 hr period. Verified accounts can send 10k and 100k+ messages per 24 hour period.
It increases your chances of getting your message templates approved.
Verified business are less likely to be reviewed or have issues with Facebook.

How to verify your business on Facebook

Go to Business Manager’s Security Center. Click Start verification.
Provide your business’s key details, including the legal business name, address, phone number and website. Note: Make sure the details you submit exactly match the details of your legal business entity. Also make sure your business’s website loads and is HTTPS compliant.
Confirm your business’s details. If no matching record is found, upload supporting documents, such as a business license or articles of incorporation, to confirm the details you entered.
Choose a method to confirm your connection. A confirmation code will be sent if you choose email, phone, text message or WhatsApp. To confirm via domain verification, follow these steps.

Email (The domain of your business email

Question 3

How to send Whatsapp Icebreakers (+ Best Practices)

Accepted Answer

❔What’s an icebreaker ?

It’s how we decided to name our Whatsapp campaigns 😊

An Icebreaker is similar to an email newsletter: it's a message sent to your entire base or a segment of your WhatsApp subscribers.

All messages are sent at the same time.

⚡ How to Send an Icebreaker with CoCo?

1️⃣ Click on "Icebreakers" in the left menu (red arrow)

You will arrive on this dashboard that lists all your past or future Icebreakers along with their statistics.

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2️⃣ Click on “Create Icebreaker” on the right (blue arrow)

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3️⃣ Edit your Icebreaker

→ Language / Targets:

You can select the language of your Icebreaker using the "select language" option (red arrow).

If you have subscribers from different countries in your database (for example, France, UK, Spain), selecting a language will segment your Icebreaker.

For example, if you select "Spain", it will only send the Icebreaker to people in your database with a Spanish number.

→ The “product to push” (optional):

You can select a specific product to send via the "product to push" option. It will automatically take the product photo from Shopify.

If you want to create

Question 4

How to Create Segments in Coco AI

Accepted Answer

Segments are a great way to target the specific customers you want to reach in your messaging to make sure you are sending the right message to the right customer.

Why you should use Segments in CocoAI

Segments allow you to provide a more personalized experience to specific parts of your audience based on their previous actions with your brand.
You control how broad or tight the segment is. Want to target a very specific set of users who fit a specific criteria? Or target a large portion of your list?
Segments allow you to boost ROI by targeting the subscribers that will respond to your message.

How to Create a Segment in CocoAI

Navigate to the Segments Section of your CocoAI dashboard on the left hand side.
Click on "Create Segment" in the top right hand corner.

Here is an example Segment. We're looking to create a segment of customers who have made a purchase in the last 14 days. Segment: Recent Purchaser

Name your segment. Have a clear simple name that summarizes what the segment is so it's easy to find when you want to use it later. Some best practices (Add the date it was created/updated and the initials of the last person to update it so you know who to ask for definitions.
Define Criteria. Select the parameters that you want to use to define your segment.
Add Additional criteria: What other filters do you want to

Question 5

How to trigger WhatsApp Messages inside of Klaviyo

Accepted Answer

How can I trigger WhatsApp Messages from a Klaviyo flow?

It's easy to connect Coco Webhooks to Klaviyo to trigger a WhatsApp Message from an existing Klaviyo flow without any devs.

Step 1: Configure the Webhook in Coco

Navigate to the Webhook section of the Coco dashboard in the Left hand menu and click on Webhooks. Within the Webhooks page Click the "Create Webhooks" button.

Step 2: Enter the Webhook information

Create a name for the webhook. (Best practice is to name the webhook after what you are using it for (ie. Klaviyo Browse Abandon Flow Recovery #3)
Select or Create a Template.
The Topic and Whitelisted integration will be preselected for the types of messages and integrations you can select.
Once you have selected a template click Create Webhook.

|| If you have already created an Automation or Campaign Template you can Select it from the Dropdown. If you need to create a template you can do so with the "Create new template" button. It will open up the template editor.

Step 3: Add a Webhook to your Klaviyo flow

When you create the webho

Question 6

How To Set up the CocoAI - Klaviyo Integration

Accepted Answer

Who gets this? The Klaviyo integration is offered on all paid Coco plans. Learn more about Coco AI Plans here. CocoAI integrates data with Klaviyo, allowing you to send data back and forth between both apps.

Klaviyo is a CRM where your email/SMS data is housed. With the Coco AI Klaviyo integration, you can:

Create Coco AI segments to capture subscribers who received or clicked on a link in a Klaviyo email.
And, create Klaviyo segments based on WhatsApp engagement (Open, Click, Talking to AI) in Coco AI.
Use WhatsApp engagement data in Klaviyo Flows to create unique cross channel experiences based on WhatsApp engagement.
Leverage webhooks to automatically send WhatsApp messages directly from Klaviyo flows.

In this article, we'll walk you through how to set up your Klaviyo integration using OAuth, and share some resources for how to get the most out of the integration.

Get Ready

Make sure you have an Owner, Admin, or Manager role in Klaviyo (users with Analyst, Campaign Coordinator, Content Creator, or Support roles don't have the right permissions to configure integrations).

Making a New Connection to Klaviyo

To set up a new integration between Coco and Klaviyo:

In your Coco AI account, select Connections from the menu.
Select the Connect a Klaviyo account CTA button.
Select the Authenticate in Klaviyo button.

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