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The woku Pancake connector turns every conversation and every order of your Pancake operation into a customer journey of up to five stages: the pre-sale (a conversation that did not end in a sale), the sale, the delivery, the post-sale of the products and loyalty. You decide which stages are active, when each one is sent, through which channel and with which message. woku invites the customer by WhatsApp or email, manages the reminders and organizes everything in folders per shop. It does not change your Pancake operation: it only reads tagged conversations and orders to create the evaluations.

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Which Pancake products it uses

In Latin America the Pancake inbox is sometimes sold as “Pancake CRM”. This connector works with the inbox (conversations and their tags) and with Pancake POS (orders). The crm.pancake.vn product is not required.

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The 5 stages of the journey

Every stage is independent: you enable or disable it, adjust its timing, channel and message from the woku configuration. Answers arrive like any other review or survey: they feed your metrics, alerts and reports.
The delivery stage needs a delivery signal. It can come from POS (when your team marks the order as Received) or from Skydropx (when the package arrives). Skydropx is connected once from Company → Integrations → Skydropx and woku correlates the delivery with the Pancake order by the reference. If no signal arrives, the stage is skipped and the post-sale still runs using a cap counted from the sale (by default 35 days, editable).

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How it works

  1. Your team chats with a customer in the inbox. If the conversation closes without a sale, it is tagged with the pre-sale tag (for example “No purchase”). woku schedules the pre-sale review for the next day, inside the configured window (9 to 18 by default).
  2. If the customer buys before that send, the POS order arrives with the same conversation and woku cancels the pre-sale review: the customer only receives the purchase journey.
  3. Sale: when the order is confirmed in POS, woku sends the satisfaction survey.
  4. Delivery: when the order is marked Received in POS, or Skydropx reports the delivery, woku sends the delivery review. If no signal arrives within the cap, this stage is skipped.
  5. Post-sale: a few days after the delivery (or the cap), woku invites the customer to evaluate the products of that order.
  6. Loyalty: a few days later, woku sends an NPS survey. You can disable this stage if you prefer to manage loyalty from Pancake.
  7. In every stage woku invites by WhatsApp and, without an answer, escalates to email; when the customer answers, the reminders of that stage stop. If the order is canceled or returned, the pending stages are canceled.

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How to connect

1

Create an API key in Pancake POS

In Pancake POS go to Settings > Advanced > Third-party connection > Webhook/API and create an API key. This key has full access to your shop: keep it secret.
2

Validate the key in woku

In Company → Integrations → Pancake, paste the API key and press Validate key. woku lists the shops the key can access: pick yours, the country (Colombia by default) and the invitation language, then press Connect Pancake.
3

Configure the orders webhook in POS

On connect, woku shows you once the POS webhook URL, a header name and its secret value. In Pancake POS (Settings > Advanced > Third-party connection > Webhook) paste the URL, enable the orders type and add the header with that value. Alternatively, check Configure the webhook automatically when connecting and woku does it for you.
4

Connect your inbox pages (pre-sale)

For each page (WhatsApp, Facebook, Instagram) add its ID and its page access token (page Settings > Tools in the inbox). Then press Choose pre-sale tags and select the tags your team uses for a conversation closed without a sale.
5

Enable the inbox webhook

Ask Pancake support to enable webhooks for your page and paste the inbox webhook URL woku showed you on connect (or on rotate) in the inbox Settings > Tools > Webhook.
The webhook secrets are shown only once. If you lose them, press Rotate in the Webhooks section of the integration: woku generates a new secret and the previous one stops working.

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What you configure in woku

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Connection settings

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The journey

In Journey you see one card per stage (pre-sale, sale, delivery, post-sale and loyalty). In each one you can enable or disable it, adjust the delay days (and the window in the pre-sale), choose the channel, edit the message in Spanish and English and upload an image in the stages that show one.
The journey definition is yours: once you save your changes, woku stops overwriting it with the defaults. You can adjust it again whenever you want.

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The customer experience

In every active stage woku invites the customer with this sequence:
  • Up to 3 sends: the first when the stage fires, and reminders at 8 hours and 16 hours without an answer.
  • With the WhatsApp, then email channel, the first two sends go by WhatsApp (when there is a phone) and the third escalates to email. With email only, all go by email.
  • As soon as the customer answers, the reminders of that stage stop.
  • After 24 hours without an answer, the invitation of that stage expires.

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The post-sale stage (products)

The post-sale evaluates the products of that order: one product creates a review; several are bundled into a Flow. Every instrument is tagged with the order, the shop, the conversation and the product, so you can filter and group by any of those axes.

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Which data woku uses

  • From the POS order: identifier, status, billing or shipping phone and email, products (name and image), source conversation and assigned seller. They become queryable trackers in woku: pancake_order_id, pancake_shop_id, pancake_conversation_id, pancake_page_id, pancake_product_id and pancake_seller_id.
  • From the inbox conversation: the tags, the conversation version and, when the pre-sale fires, the customer’s phone and email read through the API with the page token.
The connector requires the order or the conversation to have at least one contact detail. Without a phone or an email, the evaluation is still created in woku but no invitation is sent.

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Folder organization

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Frequently asked questions

By default, when it becomes Confirmed in POS. You can require a later status (for example Shipped) from the settings. Orders in New or Waiting for confirmation fire nothing.
Connect Skydropx so the delivery arrives through the shipping webhook, or rely on the cap: after that many days from the sale, the post-sale is sent anyway.
Skydropx is connected once from Company → Integrations → Skydropx, with its own card: you do not pick a journey or a provider, woku correlates each delivery with the Pancake order by the order reference. If you enable Create the Skydropx order when the sale is confirmed, woku creates the order with the POS reference and the correlation is exact. If you prefer to create the orders yourself, use the POS order number as the reference and woku resolves it.
No. woku makes sure every stage of the journey fires only once per order or conversation, even if Pancake retries its notification. As a backup, woku also checks the updated orders every five minutes in case a webhook never arrived.
Enable Test mode: orders and conversations keep generating their evaluations in woku, but no invitation is sent. The Status section shows the last POS webhook, the last poll and the last error, if any.
In Company → Integrations → Pancake → Disconnect. The connection and its credentials are removed; existing wokus and answers are kept. Remember to remove the webhook URL in Pancake.