Twilio WhatsApp Order and Shipping Updates

Overview

This solution delivers rich order and shipping updates over WhatsApp using Twilio's WhatsApp channel, and routes inbound customer replies into a Dataverse support case. It is built as two cloud flows + three Dataverse tables in one solution.

Why it matters: In many markets WhatsApp is the primary messaging app. Reaching customers there - with two-way replies and an email fallback - beats SMS or email alone for engagement, while Twilio handles the channel plumbing. Every notification is logged for delivery tracking, and a shared correlation id ties the outbound journey and inbound replies together.

Built and shipped Off (demo). Going live requires only authorizing the three connections, setting the environment-variable values, seeding the order table, and pointing the Twilio WhatsApp sender's inbound webhook at Flow B's URL.

Use Case

A business with international or WhatsApp-first customers wants order/shipping notifications and two-way support over WhatsApp, driven from order milestone changes in Dataverse. When a milestone changes (Confirmed -> Packed -> Shipped -> Out for Delivery -> Delivered), the customer gets a WhatsApp message (or an email if they have not opted in). When the customer replies, a support case is opened or updated and the support team is emailed.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Twilio	shared_twilio	SendMessage
Microsoft Dataverse	shared_commondataserviceforapps	SubscribeWebhookTrigger GetItem ListRecords CreateRecord UpdateRecord
Office 365 Outlook	shared_office365	SendEmailV2

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Milestone templates

Edit flowlibs_WhatsAppTemplateMap (JSON: milestone -> message). Use {{order}} as the order-number placeholder. Add languages by maintaining one approved template per language.

SMS fallback

To fall back to SMS instead of email for non-WhatsApp customers, point the else-branch at Twilio SendMessage with the SMS sender env var.

Media messages

Attach a shipping label or map by adding the media URL parameter to the Twilio send.

Notify channel

Swap the inbound Notify Support Email for a Teams post if the team lives in Teams.

Milestone column

The trigger filters on flowlibs_ordermilestone; change the filteringattributes to fire on a different column.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@{concat('whatsapp:', coalesce(body('Get_Order_Details')?['flowlibs_customerphone'],''))}

json(parameters('EnvVar_WhatsAppTemplateMap'))?[coalesce(body('Get_Order_Details')?['flowlibs_ordermilestone'],'')]

equals(toLower(coalesce(body('Get_Order_Details')?['flowlibs_whatsappoptin'],'')),'yes')

flowlibs_phonenumber eq '<From>' and flowlibs_status eq 'Open'

<?xml version="1.0" encoding="UTF-8"?><Response><Message>Thanks! Our team has your message and will reply shortly.</Message></Response>

Customize & download