How does it work?
When a customer makes a purchase in your store, Nuby automatically schedules a review request message. This message is sent X days after shipment or payment (you can set the number of days in Settings > General).
The Message Center gives you full visibility and control over these scheduled messages.
Statistics Dashboard
At the top of the screen, you’ll find 5 cards with statistics about your messages:
Scheduled: Messages waiting to be sent at a future date
In Queue: Messages that have reached their send date and are being processed
Sent: Messages that were sent successfully
Failed: Messages that could not be sent (connection error, invalid number, etc.)
Canceled: Messages you canceled manually
Message Statuses
Each message can have one of the following statuses:
Scheduled: The message is scheduled to be sent at a future date. You can send it now, pause it, or cancel it.
Queued: The message is being processed for sending. This status lasts only a few seconds.
Sent: The message was successfully sent to the recipient.
Paused: The message is paused and will not be sent until you resume it.
Failed: The message could not be sent. This may occur if the email is invalid, the WhatsApp number does not exist, or there was a connection issue.
Canceled: The message was manually canceled and will not be sent.
Message Table
The table displays all scheduled messages with the following information:
Buyer: Customer’s name and email. If they have WhatsApp, you’ll also see the phone icon.
Order: The Tiendanube order number.
Product: The purchased product. If the order contains multiple products, you’ll see the first one and the quantity of others (e.g., “Basic T-shirt (+2)”).
Channels: The channels enabled for this message (WhatsApp and/or Email). A green icon indicates that the channel is active.
Scheduled Date: When the message will be sent.
Time Remaining: Countdown until sending. Shows remaining days, hours, and minutes.
Status: The current status of the message.
Actions: Buttons to manage the message.
Available Actions
Depending on the message's status, you can perform different actions:
For Scheduled or Queued messages:
Send Now: Sends the message immediately instead of waiting for the scheduled date. Useful if you want to request the review sooner.
Pause: Pauses the message. You can resume it whenever you want.
Cancel: Permanently cancels the message. This action cannot be undone.
For Paused messages:
Resume: Reschedule the message to be sent as normal.
Cancel: Permanently cancels the message.
For Sent, Failed, or Canceled messages:
No actions are available. These are final statuses.
Filters and Search
You can filter and search messages to quickly find what you need:
Search: Enter the customer’s name, email, or order number to search for specific messages.
Filter by status: Select a specific status (Scheduled, Sent, Failed, etc.) or “All statuses” to view all messages.
Filter by Date: Select a date range to view only messages scheduled during that period.
Delivery Channels
Each message can be sent via one or both channels:
WhatsApp: A WhatsApp message will be sent to the customer’s phone number. The WhatsApp number you connected to Meta in the settings will be used; otherwise, the Nuby number will be used.
Email: An email is sent to the customer’s email address.
The channels are configured in Settings > General, but you can see which channels are enabled for each message in the “Channels” column of the table.
Frequently Asked Questions
Why does a message show up as “Failed”?
A message may fail for several reasons:
The customer's email address is invalid or does not exist
The WhatsApp number is not registered on the platform
There was a temporary connection issue
The customer has blocked messages
You cannot automatically resend a failed message, but the customer can still receive requests for future purchases.
Can I edit the content of a scheduled message?
You cannot edit an individual message, but you can modify the email and WhatsApp templates in Settings > Email Templates or Settings > WhatsApp Templates. The changes will apply to all future messages.
What happens if I pause a message and never resume it?
The message will remain paused indefinitely until you resume or cancel it. It will not be sent automatically.
How many days after the purchase is the message sent?
By default, messages are scheduled 5 days after the order is shipped or paid for. You can change this setting in Settings > General > “Days after shipment.”
Are messages sent via WhatsApp and email at the same time?
Yes, if both channels are enabled, the message is sent through both channels at the same time.
What happens if I cancel a message and then change my mind?
Cancellation is permanent and cannot be undone. If you need to request a review from that customer, you’ll have to contact them manually.
Are messages sent for all orders or just some of them?
Messages are scheduled for all orders with a “paid” or “shipped” status on Tiendanube. Canceled or unpaid orders do not trigger messages.
Can I import past sales to request reviews?
Yes, you can use the “Upload past sales” button to import orders from a specific date up to today. Scheduled messages will be created for those orders.