This workflow sends proactive order and shipping updates from HubSpot so customers never need to open a “where is my order” ticket. It confirms the order, flags dispatch and delivery, handles delays and not-in scenarios, and finishes with a review prompt.
At a glance
| |
|---|
| Trigger | Order placed |
| Channels | WhatsApp |
| Templates | 3 (out-for-delivery, preferences Flow, outcome) |
| Typical cycle | 2 to 7 days |
| Platforms | HubSpot |
What this workflow does
As an order moves through fulfilment, the customer receives confirmation, dispatch, and an out-for-delivery message with the delivery window. If they will not be home, a preferences Flow lets them choose a safe place, a neighbour, or a new day. Delays are communicated proactively, and once delivered the customer gets a short review prompt. The hero moment is a same-day delivery message with in-chat preferences.
What you will need
- Order and fulfilment status synced to HubSpot
- WhatsApp templates for out-for-delivery, a delivery preferences Flow, and outcome messages
- A carrier or location feed for the delivery window (optional)
Workflow steps
- Trigger order placed.
- Confirm order send confirmation with the order reference.
- Dispatch and out for delivery send
tmpl_order_dispatch with the expected window and a Track parcel option.
- Branch, will not be in open the preferences Flow to choose safe place, neighbour, or reschedule, and write the choice back.
- Delay branch if fulfilment flags a delay, send a proactive delay message with a revised window.
- Delivered confirm delivery and, after a short delay, send a review prompt.
WhatsApp templates
tmpl_order_dispatch out-for-delivery with location header and a Won’t-be-in button (Utility category)tmpl_order_not_in_flow delivery preferences Flow (Utility category)- Outcome template for confirm, delay, and delivered
Tips and gotchas
Proactive delay messages cut the most tickets. Telling a customer about a slip before they notice it turns a complaint into reassurance.
