On orderUtility
order_confirm_v1Thanks {{first_name}}! Order {{order_no}} is confirmed: {{items}}. We’ll message you when it ships.
SUPPORT USE CASE
Answer “Where’s my order?” before it’s asked.
Send order confirmations, dispatch and delivery updates on WhatsApp, and handle any questions in the same thread.
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Thanks Sarah! Order #10482 is confirmed: 2 items. We’ll message you when it ships.
10:02 amCan I change the delivery address? I’ll be at work.
10:14 am ✓✓Yes, send me the work address and I’ll update it with the courier.
10:15 amMessage
Shopify · Checkout abandoned
Illustrative example. Names and details are made up.
FOR ONLINE STORES
The follow-up arrives while they still want it.
A shopper who stops at checkout, or asks when something is back, has told you what they want. A WhatsApp message at that moment is easy to reply to.
- Team
- Support
- Starts from
- Shopify · Google Sheets · Zapier
- Goal
- Fewer status enquiries and calmer customers.
- Meta category
- Utility
IN PRACTICE
“Where is my order?” is the most common question most stores get. Proactive updates at the moments that matter (order confirmed, shipped with tracking) answer it before it’s asked, and when there’s a problem the customer can reply in the same thread.
THE JOURNEY
How it runs.
- Starts when
- Shopify reports an order being placed, fulfilled or delivered, or a dispatch row is added to your sheet.
- Stops when
- Delivery confirmed or opt-out.
- Confirm Order received, with what they ordered.
- Dispatch Shipped, with the tracking link.
- Delivered Optional: delivered, with care or setup tips.
- Questions Replies land in the shared inbox.
SHOPIFY TRIGGEROrder Placed
SEND MESSAGEorder_confirm_v1
END FLOWEnd Flow
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
On shippingUtility
order_shipped_v1Good news, {{first_name}}: order {{order_no}} is on its way. Track it here: {{tracking_link}}
Change addressQuestion
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Order and shipping updates · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | order_no | items | tracking_link |
| 2 | Holly | +61 4•• ••• | #4471 | Linen shirt ×1 | track.example/4471 |
| 3 | Ravi | +61 4•• ••• | #4472 | Candle set ×2 | track.example/4472 |
| 4 | Ana | +61 4•• ••• | #4473 | Boots ×1 | track.example/4473 |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- TriggerOrder Placed (Shopify)
- Send Messageorder_confirm_v1
- End Flow
- TriggerOrder Shipped (Shopify)
A second automation.
- Send Messageorder_shipped_v1
- Wait for ReplyTimeout: 3 days
- Notify MeOn reply
Address changes and delivery questions.
- End Flow
On reply
Delivery questions go to support straight away.
On timeout
Nothing more is sent.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Sending updates without the tracking link.
- Too many updates for one order.
- Not warning customers about delays.
The moment
A customer ordered a birthday gift and is anxious about whether it will arrive in time.
“Where is my order?” messages fill support inboxes. Tracking emails get lost, and customers get anxious.
Data you need
- First name
- WhatsApp number
- Order number
- Status
- Tracking link
Measure
- Updates sent
- “Where is my order” replies
- Delivery-issue replies resolved
- Opt-outs
Good practice
- Include the tracking link every time.
- Warn early about delays.
- Make it easy to reply with a problem.
Works for
Free PDF- Stores and D2C brands
- Florists and gift businesses
- Furniture and large-item delivery
Order and shipping updates playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Are order updates charged by Meta?
Meta charges for delivered utility template messages at its published rates. ConvoHut adds no markup.
Can I send updates without Shopify?
Yes. Add order and dispatch rows to a Google Sheet, or connect your platform through Zapier.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Support
Post-purchase care
After a purchase or service, send setup tips, care guidance and a way to ask questions, so customers get value and come back.
Shopify · Google Sheets · ZapierSee the journey →SupportJob and service updates
Tell customers when a technician is on the way, when a job is finished and what happens next, all from your dispatch sheet.
Google Sheets · ZapierSee the journey →SupportShared inbox for customer questions
Bring WhatsApp questions into one shared inbox with the customer’s details and journey history, so your team replies fast and nobody answers twice.
Google Sheets · Zapier · ShopifySee the journey →IN THE APP
How this runs in ConvoHut.
A store event starts the journey, then replies decide the next step.
Choosing what starts a journey
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