Introduction

The Order placed trigger starts a workflow every time a customer places an order. Until now it ran for every order, so a workflow meant only for, say, paid orders or orders that used a particular discount code had no way to tell those orders apart.

This enhancement adds trigger conditions to the Order placed trigger, so a workflow runs only when the order matches the criteria you choose — payment status, payment method or gateway, discount, and discount code. It also connects the trigger with WhatsApp: an Order placed workflow can send a WhatsApp form that carries the order’s details, and when the customer replies, the WhatsApp reply trigger keeps the link to that order, so a follow-up workflow can act on it — for example, by adding a tag to that exact order.

This article shows you how to add conditions to the Order placed trigger, how to send an order-related WhatsApp message from the same workflow, and how to build a second workflow that reacts to the customer’s reply by tagging the order.

What's New

•   New trigger conditions — filter the Order placed trigger by Payment status, Payment method / Gateway, Discount and Discount code.

•   Match ALL or ANY — combine up to five conditions and choose whether every condition must match (ALL) or any one of them is enough (ANY).

•   WhatsApp integration with order details — the Order placed trigger now passes the order’s information into WhatsApp forms, so the message the customer receives is about their specific order.

•   Order linking in WhatsApp replies — when a customer replies to an order-related WhatsApp message, the WhatsApp reply trigger keeps the link to that order.

•   Order-based follow-up actions — use the linked order in the reply workflow, for example with Update tags (Order) to add a tag to that order.

Before You Begin

•   The Workflow automation module must be enabled. If it is not in your left navigation, add it from the Customize modules panel.

•   To send WhatsApp messages from a workflow, WhatsApp must be activated on your account. If it is not, opening the Send WhatsApp action shows a Request for WhatsApp business API prompt — click Request now or contact support.

•   Sending a WhatsApp flow / form requires the Infobip WhatsApp provider, and the form must be created and approved first. WhatsApp template messages work with any connected provider.

•   A workflow can only have one trigger. The order workflow and the reply workflow are therefore two separate workflows.

Part 1: Add Conditions to the Order Placed Trigger

Step 1: Create a New Workflow

Go to Workflow automation › Workflows in the left navigation and click Create from scratch. To change an existing order workflow instead, open it from the list.

Figure 1: Expand Workflow automation, open Workflows and click Create from scratch.

Step 2: Add the Order Placed Trigger

The builder opens with the node list on the left. Under Triggers, drag Order placed onto the canvas. Until you add conditions, the node reads Any order.

Figure 2: Drag Order placed from Triggers onto the canvas. Without conditions it runs for any order.

Step 3: Open the Trigger Conditions

Click the Order placed node to open its settings. Under Trigger configuration, the Trigger conditions section lets you choose which orders start the workflow. Click + Add condition.

Figure 3: Trigger conditions on the Order placed node, and + Add condition.

Step 4: Choose a Filter

Click Select filter and choose what the condition checks. Four filters are available:

Figure 4: The four filters available on the Order placed trigger.

•   Payment status — the order’s payment status.

•   Payment method / Gateway — how the order was paid.

•   Discount — whether a discount was applied, or the discount amount.

•   Discount code — the code the customer used.

Step 5: Set the Value for Each Condition

Payment status

Choose Paid, Pending, Authorized or Partially paid.

Figure 5: Payment status values.

Payment method / Gateway

Click + Add condition again, choose Payment method / Gateway, and select Cash on Delivery (COD), Credit Card, PayPal or Other.

Figure 6: Payment method / Gateway values.

Discount

Choose Discount applied or No discount applied, or compare the discount amount with Discount amount is greater than, is equal to or is less than. The amount options show an Amount box for the value.

Figure 7: Discount conditions.

Discount code

Choose Contains, Equals or Does not contain, then type the code in the Discount code box — VIP20 in this example.

Figure 8: Discount code set to Equals VIP20.

Step 6: Choose ALL or ANY

At the top of Trigger conditions, the Match dropdown decides how the conditions combine:

•   ALL — the workflow runs only when the order matches every condition.

•   ANY — the workflow runs when the order matches at least one condition.

Figure 9: Match ALL or ANY conditions.

Step 7: Save the Trigger Settings

Click Done. The node now summarises its conditions, showing the first one and how many more apply — for example, Payment status is Paid, +3 more (match all).

Figure 10: The Order placed node with its conditions summarised.

Part 2: Send an Order WhatsApp Message

Step 8: Add Send WhatsApp and Connect It

Open Actions in the node list and drag Send WhatsApp onto the canvas below the trigger. Then join the two nodes: drag from the dot at the bottom of Order placed to the dot at the top of Send WhatsApp. A line appears between them.

Figure 11: Connect Order placed to Send WhatsApp.

Step 9: Choose the Send Type

Click the Send WhatsApp node. Under Send type, choose one of the following:

•   WhatsApp template — send an approved WhatsApp template.

•   WhatsApp flow / form — send an approved WhatsApp form that the customer fills in inside WhatsApp. Order placed passes the order’s details into the form.

Figure 12: Send type — WhatsApp template or WhatsApp flow / form.

Step 10: Set Up the Form Message

For WhatsApp flow / form, fill in the three fields:

•   Form — the approved form to send, such as Order feedback.

•   Message text — the message that introduces the form. Merge tags such as {{first_name}} are supported.

•   Button text — the label on the button that opens the form (up to 20 characters), such as Give feedback.

Figure 13: Form, Message text and Button text for a WhatsApp form.

Step 11: Save the Workflow

Click Done, check that the canvas shows both nodes joined, and click Save. Give the workflow a name you will recognise, then switch it from Inactive to Active when you are ready for it to run.

Figure 14: The finished order workflow, and Save.

Part 3: Act on the Customer’s WhatsApp Reply

When the customer replies to the order message or submits the form, the reply stays linked to that order. A second workflow, started by the WhatsApp reply trigger, can use that link.

Step 12: Add the WhatsApp Reply Trigger

Create another workflow with Create from scratch, and drag WhatsApp reply from Triggers onto the canvas. Click it and choose a Trigger source:

•   Inbound message — the customer sends a WhatsApp message. Set a Reply condition (contains, starts with, equals (exact match), ends with, or matches regex) and a Match value, such as yes. Matching ignores upper/lower case and surrounding spaces.

•   Form submission — the customer submits a WhatsApp form.

Figure 15: Trigger source — Inbound message or Form submission.

Step 13: Choose the Form and Answer to Match

For Form submission, select the same Form you sent from the order workflow — Order feedback. To react only to certain answers, click + Add field condition, choose the Field, a Condition and the value — here, How was your order? contains Excellent.

Figure 16: The Order feedback form, with a field condition.

Step 14: Tag the Linked Order

Click Done, drag Update tags (Order) from Actions onto the canvas, and connect it to the WhatsApp reply trigger the same way as in Step 8.

Figure 17: Connect WhatsApp reply to Update tags (Order).

Click the Update tags (Order) node. Under Action, choose Add tags (or Remove tags), type the tag in Enter order tag, and click Add. The tag is applied to the order the customer’s reply is linked to.

Figure 18: Update tags (Order), adding the tag feedback-received.

Step 15: Save the Reply Workflow

Click Done, then Save, and switch the workflow to Active.

Figure 19: The finished reply workflow — WhatsApp reply joined to Update tags (Order).

Example Use Case

You want to thank customers who paid by credit card with your VIP20 code, and collect their feedback.

•   Workflow 1 — Order placed, with Payment status is Paid, Payment method is Credit Card and Discount code equals VIP20, matching ALL. It sends the Order feedback WhatsApp form.

•   Workflow 2 — WhatsApp reply, on Form submission of Order feedback. It adds the tag feedback-received to the order the customer replied about.

The tag lands on the right order automatically, with no manual matching of replies to orders.

Important Notes

Troubleshooting

The workflow does not run for an order.

Check the trigger conditions and the Match setting. With ALL, a single condition that does not match stops the workflow.

Clicking Send WhatsApp shows "Request for WhatsApp business API".

WhatsApp is not active on your account yet. Click Request now or contact support.

The Form list says "No approved forms available".

Create a WhatsApp form and wait for it to be approved, then reopen the action.

The action never runs.

Make sure the nodes are joined by a line on the canvas, the workflow is saved, and it is switched to Active.

Next ⏭️

Try the same pattern with other order follow-ups — a delivery-preference form for Cash on Delivery orders, or a thank-you message for orders over a set discount amount — and use order tags to sort and report on the replies.