> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Order and Shipping Updates

> Send order confirmation, dispatch, delay, delivery, and review prompts over WhatsApp so customers never have to ask where their order is.

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

1. **Trigger** order placed.
2. **Confirm order** send confirmation with the order reference.
3. **Dispatch and out for delivery** send `tmpl_order_dispatch` with the expected window and a Track parcel option.
4. **Branch, will not be in** open the preferences Flow to choose safe place, neighbour, or reschedule, and write the choice back.
5. **Delay branch** if fulfilment flags a delay, send a proactive delay message with a revised window.
6. **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

<Tip>
  Proactive delay messages cut the most tickets. Telling a customer about a slip before they notice it turns a complaint into reassurance.
</Tip>