Workflows based on purchased products

  • 16 October 2023
  • 2 replies

Userlevel 2
Badge +2

Has anyone created workflows to filter/route conversations based on the customer’s purchased products? So specific skus within shopify orders 


Best answer by erinn 20 October 2023, 21:11

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2 replies

Userlevel 1
Badge +4

Hi Ashley! If you are looking to route inbound conversations based on a customer’s recent order, you may be interested in the “Custom Object (KObject): Lookup (By ID)”, which you can use to look up an order on a customer’s timeline, and update a conversation’s attributes accordingly.

Additionally, we are also currently beta testing Kobject Workflow triggers, which can be used to directly trigger Workflows when Shopify orders have been either created or updated. Please let your account manager know if you’d be interested in participating in our beta test.

Badge +1

@ashley_at_manscaped Another approach might be to make updates to the Customer profile as part of your order ingest.
For example, add an Update Customer step in the order flow to modify an array on the Customer for a custom attribute like “Most Recent Order SKUs”. Then, you’d have a Customer Klass level attribute to parse through to make routing decisions using a Customer lookup, RegEx match, or the “contains” function.