eGrow allows you to automate order confirmation, modification, or cancellation by sending WhatsApp messages with interactive buttons and performing follow-up actions based on the customer’s response.

This guide explains how to automatically update the order status and send a follow-up message when a customer clicks one of the following buttons:

• Confirm Order

• Edit Order

• Cancel Order

Before You Start

To implement this workflow, you need to complete two setup steps:

1. Create a WhatsApp Template with buttons
   → Create Your First WhatsApp Template

2. Send the template automatically after a new order is placed
   → Send a WhatsApp Message After a New Order

Once these are set up, proceed with the following automation.

Step-by-Step: Build the Automation

1. Trigger: New WhatsApp Message Received

• Go to Automations > New Automation

• Set the Trigger to: Message > New Message Received
  This trigger will activate when the customer responds to the WhatsApp message by clicking a button.

  

2. Add Three Conditions for Button Responses

Create a Condition block for each button option. These conditions should detect which button the user clicked within your message template.

Condition 1: Confirm Order

• Message button response:

  • Template: new_order (in my case, my template name is new_order)

  • Button: Confirm Order

Condition 2: Edit Order

• Message button response:

  • Template: new_order

  • Button: Edit Order

Condition 3: Cancel Order

• Message button response:

  • Template: new_order

  • Button: Cancel Order

3. Define the Actions for Each Button

If the customer clicks Confirm Order:

• Action 1: Update Order → Stage: Confirmed

• Action 2: Send WhatsApp Message

  Your order is now confirmed and will be shipped soon, {{1}}.  
  Thank you for confirming. If you need help, feel free to reply here.

• Action 1: Update Order → Stage: Pending

• Action 2: Send WhatsApp Message

  Let us know what changes you'd like to make, {{1}}.  
  For example: update product, quantity, or address.  
  Our team is ready to assist you.

  If the customer clicks Cancel Order:

• Action 1: Update Order → Stage: Canceled

• Action 2: Send WhatsApp Message

  Your order has been successfully canceled, {{1}}.  
  If you change your mind, we’re always here to support you.

  Additional Tips

• Button responses are detected based on the exact template name and button label.

• Use dynamic fields like {{1}} for personalization.

• You can also trigger additional internal actions such as assigning to a team or creating a task.

Need Help?

If you're facing issues with message delivery or button response tracking, refer to:

→ WhatsApp API Message Errors