> ## Documentation Index
> Fetch the complete documentation index at: https://woku.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Pancake connector
> Connect Pancake POS and your Pancake inbox with woku and accompany every customer with a 5-stage journey: pre-sale, sale, delivery, post-sale and loyalty, with no code
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.
## Which Pancake products it uses
| Product | What it brings to the journey |
| ------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Pancake inbox** (pancake.vn, your WhatsApp, Facebook, Instagram pages) | The **pre-sale** signal: a conversation your team tags as closed without a sale |
| **Pancake POS** (pos.pages.fm) | The **sale**, **delivery** (Received status) and **cancellation** signals of each order |
| **Skydropx** (optional) | The **delivery** signal when the package arrives. It is connected once from **Company → Integrations → Skydropx** (its own card) and woku correlates each delivery with the Pancake order by the reference |
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.
## The 5 stages of the journey
| Stage | What it measures | When it fires |
| ------------- | ------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Pre-sale** | Chat support experience (woku review) | When an inbox conversation gets the **pre-sale tag** you configured. Sent **the next day**, inside a time window, and **canceled** if that customer buys first |
| **Sale** | Satisfaction with the purchase (CSAT survey) | When the order becomes **Confirmed** in POS (or the status you choose) |
| **Delivery** | Delivery experience (woku review) | When the order becomes **Received** in POS or when Skydropx reports the delivery |
| **Post-sale** | Evaluation of the order's **products** (woku review or Flow) | A few days **after the delivery** |
| **Loyalty** | Recommendation (NPS survey) | A few days **after the delivery**, after the post-sale |
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).
## 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.
## How to connect
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.
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**.
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.
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.
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.
## What you configure in woku
### Connection settings
| Setting | Description |
| ---------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- |
| Invitation language | `Español` or `English`. Evaluations are created in both languages. |
| Country | Two-letter ISO code (`CO` by default). woku uses it to normalize the local phone numbers of the orders to the international WhatsApp format. |
| The sale counts from status | Which POS order status fires the sale stage: **Confirmed** (default), Waiting for pick up, Shipped or Received. |
| Max days without delivery | If the delivery signal never arrives, how many days after the sale the post-sale still fires (**35** by default). |
| Pre-sale delay and window | How long woku waits after the tag (**1 day** by default) and between which hours it sends (**9 to 18** by default, shop local time). |
| Counter sales skip the delivery stage | An order picked up at the shop has no delivery stage. |
| Create the Skydropx order when the sale is confirmed | With Skydropx connected, woku creates the order with the POS reference so the shipment correlates by itself. |
| Note every answer on the inbox customer | Carries the rating and the comment of each stage as a note on the customer in the Pancake inbox. |
| Test mode | Creates the evaluations but **sends no invitations**. |
### 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.
## 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.
### 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.
## 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.
## Folder organization
```
📁 My Shop (shop folder)
├── 📁 Pre-sale (chat support reviews)
├── 📁 Delivery (delivery reviews)
└── 📁 Post-sale (per-order product reviews)
```
## 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.