Order updates that answer “where is my order?” first, on WhatsApp.

Send the out-for-delivery update from HubSpot with tracking and a one-tap Flow for when they won’t be in, so the parcel goes today or is rebooked before anyone calls support.

Get started free Try a live Flow on WhatsApp (opens in a new tab)
Flo, the Flowella mascot, pointing at a simple flowchart in an open ring-bound playbook with colourful tabbed pages
Trigger
An order goes out for delivery
Channel
WhatsApp, with the answers in HubSpot
Workflow
4 templates, 1 Flow, 1 branch
Needs
HubSpot workflows, on Professional or Enterprise

Step through the play as the customer.

Amira is waiting for a parcel. Each step shows what she sees on WhatsApp and what lands on her HubSpot record, from the out-for-delivery update to a plan that works. Your answer in the Flow decides the branch. All four properties are custom ones the play creates.

Flo pointing along one of three signpost arrows, the way the branch sends each customer down one path
Order & Shipping UpdatesStep 1 of 5

  4. Yes, today: save the note and deliver

    No, another day: rebook, no ticket

  5. Today: order_note_saved, team told

    Rebook: order_rebook and a new day

Acme HomeBusiness account
Sample data

Today

Amira Hassan+44 7700 900318
Sample data

Properties

order_status
out_for_deliverySet by your order system
delivery_choice
No value
delivery_note
No value
delivery_plan
No value

Activity

    1 of 4 properties written

    Workflow triggers and actions need HubSpot Professional or Enterprise. Workflow actions guide

    Try a live Flow

    Scan the code with your phone to open one in WhatsApp. It’s Flowella’s own Flow, not this playbook.

    Open it in WhatsApp (opens in a new tab)

    The order and shipping blueprint.

    Out for delivery, a tracking link and a one-tap Flow for when they won’t be in, then one branch: the parcel goes today or is rebooked. You build it in a HubSpot workflow, from Flowella’s WhatsApp triggers and actions.

    • Trigger
    • Send WhatsApp
    • Delay
    • Branch
    • Goal
    • Numbered note
    1. Enrolment triggerorder_status: out_for_delivery

      Set by your shop or courier system. Confirmation, dispatch and delays each get their own send.

      Send on real events

      Write each status to HubSpot as it happens. A nightly sync is too slow for same-day news.

    2. Send WhatsApp TemplateOut for delivery

      order_out_for_delivery, with the window, the tracking link and “Won’t be in?”

      One message, one link

      It’s the update people wait for. Keep it to the window and one link, with no marketing.

    3. Delay until event happensForm Completed, up to 2 hours

      The choice lands as delivery_choice, with an optional delivery_note.

      No answer: they’ll be in, and the parcel goes as planned.

    4. BranchIs delivery_choice a way to deliver today?

      A safe place or a neighbour goes today; another day waits for a rebook.

    5. Yes
      Send WhatsApp TemplateThe note, saved

      order_note_saved, with the tracking link

      Delay until event happensDelivered, then 7 days

      The delivered status starts the clock for the review prompt

      Send WhatsApp TemplateThe review prompt

      order_review_request, while the goodwill is fresh

      GoalDelivered first time

      No “where is my order?” call, and a review asked for

      No
      Send WhatsApp TemplateThe rebook

      order_rebook, with a link to pick a new day

      Edit recorddelivery_plan: rebook

      And a task for the delivery team, so nobody waits on a call

      GoalRebooked, no ticket

      The new day is set in the chat, not in a phone queue

      Say sorry first

      If the status turns delayed instead, its own send gives the new window before anyone asks.

      Ask after it lands

      A week on, the review prompt inherits the goodwill. Earlier, the parcel may still be in its box.

      Keep it utility

      Order updates with no promotion are utility templates, which Meta prices below marketing.

    Workflow triggers and actions need HubSpot Professional or Enterprise. The answers land as contact properties on every HubSpot plan, Free included. Workflow actions guide

    Copy that keeps the parcel moving.

    The out-for-delivery update, the Flow it opens and two replies carry the delivery day. All three are utility templates tied to the order, with no promotion, and a review prompt follows a week after delivery.

    Show the messages as

    • order_out_for_deliveryUtilityEnglish (UK)Sample data

      Sends when order_status turns out_for_delivery

      Out for delivery todayHi {{first_name}}, your order {{order_number}} is out for delivery today, between {{delivery_window}}. Track it at {{tracking_link}}, or tell us below if you won’t be in.Questions? Just reply to this messageWon’t be in?
      Out for delivery todayHi Amira, your order AH-10482 is out for delivery today, between 15:00 and 17:00. Track it at acmehome.example/track/AH-10482, or tell us below if you won’t be in.Questions? Just reply to this messageWon’t be in?

      One message, one link, one way to change the plan. No marketing in the update people wait for.

    • order_delivery_optionsWhatsApp Flow1 screenSample data

      Opens from the opener’s button, synced from your HubSpot form

      The Flow, If you’re not in: what should we do if you’re out (leave it in a safe place, leave it with a neighbour, deliver another day) and an optional question, where, or which neighbour.

      Amira’s Flow, with leave it in a safe place chosen and the optional question left blank.

      A safe place, a neighbour or another day, plus a note for the driver. The choice lands on the record.

    • order_note_savedUtilityEnglish (UK)Sample data

      Sends when delivery_choice means it can still go today

      Thanks, {{first_name}}. We’ve added your delivery instructions to order {{order_number}} and passed them to our delivery team. You can follow the parcel at {{tracking_link}} until it arrives.
      Thanks, Amira. We’ve added your delivery instructions to order AH-10482 and passed them to our delivery team. You can follow the parcel at acmehome.example/track/AH-10482 until it arrives.

      Confirms the change in seconds, so nobody rings support to check it landed.

    • order_rebookUtilityEnglish (UK)Sample data

      Sends when delivery_choice is another day

      No problem, {{first_name}}. We’ll hold order {{order_number}} and rebook it. Pick the day that suits you at {{rebook_link}}, or reply here and we’ll sort it.
      No problem, Amira. We’ll hold order AH-10482 and rebook it. Pick the day that suits you at acmehome.example/rebook/AH-10482, or reply here and we’ll sort it.

      A new day in the chat, instead of a failed drop, a card through the door and a phone queue.

    • order_review_requestMarketingEnglish (UK)Sample data

      Sends 7 days after order_status turns delivered

      How was your order?Hi {{first_name}}, it’s been a week since order {{order_number}} arrived. How did it go? A quick review helps other shoppers, and we read every one.Reply STOP to opt outLeave a review
      How was your order?Hi Amira, it’s been a week since order AH-10482 arrived. How did it go? A quick review helps other shoppers, and we read every one.Reply STOP to opt outLeave a review

      Asks a week on, once the order is in use, with one tap to the same review page for everyone.

    Sample templates. Meta approves each template before it can send, and the Send WhatsApp Template action maps HubSpot properties to its variables.

    Five things that tell you a delivery needs a hand.

    The play captures all five, and each lands in HubSpot as something a workflow can read, not a note someone has to interpret.

    5 signals, what each looks like, and where each lands in HubSpot
    SignalWeak signalStrong signalLands in HubSpot as
    Whether they’ll be inA choice before the van arrives saves a failed drop and a card through the door. No answer Deliver another day delivery_choice
    Where it can goA safe place or a neighbour, in their words, ready for the driver. Left blank Behind the side gate delivery_note
    How fast they open itFlowella logs how long the update took to read. A quick read means they’re watching for it. Read hours later Read in minutes timeToReadSecondsOn the Message read event
    Whether they replyA typed question needs a person. Route it to your inbox, not another template. No reply “Can you come at 2?” flowella_last_reply_messageUpdated on every Text Reply
    Whether it landsDelivered starts the review clock; a delay gets its own apology first. Delivered on time Delayed by a day order_statusWritten by your order system

    Why shipping updates on WhatsApp work.

    Customers chase an order when its status feels invisible. WhatsApp puts the status where they already look, before support gets involved.

    • Why customers chase orders

      Tracking emails get missed, courier pages confuse and a delay feels personal when nobody explains it. An update with the window and one link answers the question first.

    • How to enhance it

      Send the confirmation and dispatch updates in the same style, add a location header for the delivery area, and route replies that mention damage straight to support.

    • Gotchas

      Keep every update utility: put an offer in an order message and Meta treats it as marketing. Don’t promise a time your courier can’t keep, and stop once it’s delivered.

    The point: every clear update is one less support ticket.

    Every play, in one playbook.

    The HubSpot + WhatsApp Playbook, Vol. 01, puts each play on a two-page spread: why and when it works on the left, the blueprint on the right, and the WhatsApp copy ready to paste. Order & Shipping Updates is one of them.

    1. Leave your WhatsApp number. Four fields, and no sales call attached.
    2. A short Flow arrives. It’s a live Flowella Flow, so you see one working.
    3. The playbook lands in the same chat.
    Get the playbook

    Free. Reply STOP at any time to stop the messages.

    Vol. 01

    The HubSpot + WhatsApp Playbook

    Workflows that actually convert.

    • Each play on a two-page spread
    • The WhatsApp copy, ready to paste
    • Blueprints you can build in HubSpot

    flowella.ioField manual

    Page 1 of 3The cover

    Browse playbooks by what you do.

    Twenty plays, each a working blueprint. These six sit closest to order updates.

    Browse all playbooks

    This play is filed under Support Customer success Agencies

    • Abandoned Cart Recovery

      Recover abandoned carts with WhatsApp reminders, purchase-status exits, support-first rescue, and controlled incentives.

      • Marketing
      • Customer success

    • Smart Review Triage

      Check in privately on WhatsApp first, invite a public review while the goodwill is fresh, and give unhappy customers a manager first, with the review link still open to them.

      • Marketing
      • Support

    • NPS / CSAT

      Collect two-tap CSAT or NPS answers on WhatsApp, thank happy customers, and route every unhappy one to a person and a HubSpot ticket.

      • Support
      • Customer success

    • Appointment Reminders

      Cut no-shows with WhatsApp appointment confirmations, timed reminders, prep requests, self-serve reschedule, and attendance follow-up.

      • Sales
      • Support

    • Contact Data Refresh

      Refresh stale CRM records with WhatsApp confirmations, structured corrections, one reminder, and a clear freshness flag.

      • Support
      • Customer success

    • Customer Onboarding

      Guide new customers to first value with milestone WhatsApp prompts, setup nudges, support rescue, and HubSpot onboarding status updates.

      • Support
      • Customer success
    Flo jumping for joy with her fist in the air and a phone in her hand

    Start with the out-for-delivery update.

    Turn HubSpot order statuses into WhatsApp updates that answer the question first. Start free today, or book a 30-minute demo and we’ll map this play to your own orders.

    Get started free Try on WhatsApp (opens in a new tab)
    Or book a 30-minute demo