Follow one COD order from placed to confirmed
Konfirm turns the manual chase — message, wait, interpret, tag, follow up — into an automated, customer-safe pipeline. Here's exactly what happens at each step, and where your team stays in control.
Every step is configurable · Every action is logged
Order run
#10428 · Ayesha K.
Order #10428 received
Shopify webhook · 2:14 PM
Eligible — COD, valid number
Rules engine · 0 prior contacts
Number selected: Karachi +92 3xx
Within daily cap · healthy
Template rendered & queued
Confirmation v3 · 4 variables
Sent within sending limits
Delivered 2:14 PM
Reply classified: Confirmed
98% confidence · rules
The pipeline, step by step
Eleven steps, fully under your control
From the Shopify webhook to the audit log, each stage runs on your rules, your templates, and your sending limits. Automation handles the routine; your team steps in only when it matters.
New Shopify order arrives
A webhook fires the moment an order is placed. We read the customer, line items, total, shipping city, and payment method in real time — no polling, no CSV exports.
Eligibility check
Your rules decide who enters the pipeline: COD only, a valid phone number, not already contacted or confirmed, order value in range, supported region, plus optional product and high-risk filters.
Select a WhatsApp number
Konfirm picks a connected number by store, region, or load — checks its health and daily cap, normalizes the customer's phone, and skips any number that's paused or at risk.
Render the template
Your confirmation template fills in {{customer_name}}, {{order_number}}, {{order_total}}, and more — in English, Urdu, or Roman Urdu, using the exact version you approved.
Queue & send within limits
The message joins a per-number queue and sends inside your sending window — randomized delays, daily caps, cooldowns, and idempotency keys so a customer is never messaged twice.
Wait for the reply
The conversation stays open. If nothing comes back within your configured delay, a follow-up is scheduled — up to your maximum attempts, never outside quiet hours.
Classify the replyAI
A rules engine resolves clear yes/no replies instantly. Anything ambiguous goes to AI, which classifies intent across English, Urdu, and Roman Urdu — with a confidence score and a recorded reason.
Update Shopify tags
The outcome writes straight back to Shopify — confirmed, cancelled, needs-review, no-response — so your fulfilment and dispatch flows act on a single source of truth.
Follow up within limits
No reply yet? A follow-up template sends after your delay, capped at your maximum attempts. After the last attempt, the order is marked no-response and removed from the queue.
Escalate to a human inbox
Low confidence, a question, an address change, a voice note, or repeated send errors — the conversation lands in a shared inbox with full order context for your team to resolve.
Write the audit log
Every render, send, reply, classification, tag change, pause, and handoff is recorded with a timestamp and reason — an explainable trail for trust, debugging, and support.
Order run
#10428 · Ayesha K.
Order #10428 received
Shopify webhook · 2:14 PM
Eligible — COD, valid number
Rules engine · 0 prior contacts
Number selected: Karachi +92 3xx
Within daily cap · healthy
Template rendered & queued
Confirmation v3 · 4 variables
Sent within sending limits
Delivered 2:14 PM
Reply classified: Confirmed
98% confidence · rules
Eligibility, rendering & safe sending
The send is the careful part
Before a single message goes out, the order has to clear your rules, the right number has to be healthy, and your template has to render cleanly. Then it sends like customer care — not a blast.
- Eligibility rules: COD, valid number, value range, region, product and risk filters
- Per-number daily caps, randomized delays, business hours, and post-error cooldowns
- Idempotency keys and a suppression list so no customer is ever messaged twice
Classifying the reply
Rules for the obvious, AI for the rest
A lightweight rules engine clears clean “yes” and “no” replies the instant they land. Everything else goes to AI, which reads intent across English, Urdu, and Roman Urdu, attaches a confidence score, and records why it decided what it did. Below your threshold, it routes to a human — it never free-replies to customers.
Reply classification
Rules first · AI for the rest
“haan bhej do”
Roman Urdu“نہیں چاہیے”
Urdu“can you deliver Sunday?”
EnglishBelow your confidence threshold → routed to the human inbox.
Order statuses, explained
Every order lands on a clear status
As an order moves through the pipeline its status updates in Konfirm and as a tag on the Shopify order — so dispatch, support, and reporting all read the same outcome.
Eligible, waiting in the queue
Confirmation sent, awaiting reply
Customer said yes
Customer declined the order
Silent after the final follow-up
Low confidence — sent to a human
Customer needs an answer first
Wants a delivery change
Phone couldn't be reached
Flagged against a recent order
When a human is needed
The flow never traps a customer
Automation handles the routine and hands off the rest. The moment a reply is ambiguous, a customer asks a question or sends a voice note, confidence is low, or a number errors out, the conversation moves to your inbox with the full order context attached.
- Ambiguous reply or confidence below your threshold
- Customer asks a question, requests a size or address change
- Voice note or image, or repeated send / session errors
Karachi Threads
online
Explainable by default
Order received, rendered, queued, sent, replied, classified, tagged, handed off — each logged with a reason.
Safe by design
Limits, cooldowns, idempotency, and a one-click emergency pause keep your numbers healthy throughout.
Human-in-the-loop
Pause automation per customer, resolve from the inbox, and resume when you're ready — without losing the thread.
Stop shipping unconfirmed COD orders
Connect your store, pair a WhatsApp number, and start confirming orders automatically — within safe sending limits. Free to try, no card required.