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Flow triggers
A trigger decides when a flow starts. Some fire on a customer's message, such as a keyword or a first message. Others fire on something that happens in your store, such as an order changing status, a cart being left or the store opening.
- Where
- Sales channel → WhatsApp → Flows
- Updated
The triggers
Pick a trigger under Match on the first step of a flow. A flow can have several trigger steps, and each starts its own branch.
| Match | Starts when | Extra setting |
|---|---|---|
| Any message | The customer sends any message. | None. |
| Exact keyword | The whole message is one of your words. | Keywords |
| Contains | The message contains one of your words. | Keywords |
| First message | It is the customer's first ever message to you. | None. |
| Table named | The customer names one of your tables, by number (“order from table 5”) or by the name on it. | None. {{table_name}} holds the table and {{order_link}} links to it. |
| Order update | An order reaches a status: Order placed, Accepted, Food ready, Dispatched, Completed or Cancelled. | Order status |
| Loyalty | Points are earned or redeemed. | Loyalty event: Points earned or Points redeemed. Shown when loyalty is on. |
| Abandoned cart | A signed-in customer leaves items in the cart. | Send after (minutes). See Abandoned cart reminders. |
| Store opens | Your store opens after customers wrote while it was closed. | None. See We're open again messages. |
Good to knowReady-made flows from Global flows can also use Payment failed, which tells a customer their online payment did not go through, and Fallback (nothing else matched).
Which flow answers first
Event triggers such as orders and carts never compete with message triggers. For a customer's message, the more specific trigger wins.
- Exact keyword, first.
- Table named, then Contains.
- First message, then Any message.
- Fallback, last.
Values you can use in messages
| Trigger | Values available |
|---|---|
| Message triggers | {{store_name}}, {{order_link}}, {{reorder_link}}, {{reorder_items}}, {{shop_open}}, {{can_order_now}}, {{delivery_hours}}, {{takeaway_hours}}, {{table_name}} and details of the customer's latest order. |
| Order update | {{customer_name}}, {{order_id}}, {{order_status}}, {{items}}, {{bill}}, {{total}}, {{order_url}}, {{review_url}}, {{driver_name}}, {{driver_phone}}, {{tracking_url}}, {{window_open}}. |
| Loyalty | {{points}}, {{points_value}}, {{points_balance}}, {{balance_value}}, {{lifetime_earned}}, {{window_open}}. |
| Abandoned cart | {{items}}, {{items_label}}, {{cart_total}}, {{cart_link}}, {{customer_name}}, {{window_open}}. |
The editor lists the values for the trigger you chose in a helper box under it.
Questions
Can one flow have more than one trigger?
Yes. Add more than one trigger step and each starts its own branch of the flow.
Are keywords case-sensitive?
No. Keywords are matched in lower case, so “Hi” and “hi” are the same.
Related
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