Workflow Rule: Order - Customer Confirmation Emails¶

Last Updated: 2025-08-25 Source Code: Order.workflow-meta.xml

API Name: Order Status: Active Type: Standard Primary Function: Automated order confirmation email delivery to customers

⚠️ Technology Note: This workflow uses legacy Workflow Rules. For new automation, use Flows. This documentation is for maintenance of existing automation.

Business Purpose¶

The Order workflow provides automated order confirmation functionality by sending professional invoice/confirmation emails to customers after order processing. This automation ensures customers receive immediate confirmation of their purchases while maintaining internal visibility for the support team, supporting professional customer communication and reducing manual follow-up tasks.

Workflow Configuration¶

Trigger Settings¶

Object: Order
Evaluation Criteria: [To be documented from workflow-meta.xml]
Specific evaluation criteria not documented in original file
Likely evaluates when orders are created or when status changes to activated/confirmed

Rule Criteria¶

When to Execute: The workflow triggers when orders are processed and ready for customer confirmation.

Formula/Criteria:

[Specific criteria formulas to be documented from workflow-meta.xml]
- Likely includes conditions such as:
  - Order Status = Activated/Confirmed
  - BillToContactId is not null
  - Order is ready for fulfillment

Workflow Actions¶

Immediate Actions¶

The workflow sends order confirmation emails immediately when orders meet the criteria.

Email Alert - Order Confirmation/Invoice¶

Type: Email Alert
Description: Sends order confirmation email to the billing contact and CC's the internal support team
Business Impact: Provides immediate order confirmation to customers and ensures internal team visibility for support purposes

Time-Based Actions¶

No time-based actions are currently configured for this workflow.

Business Rules & Logic¶

Order Confirmation and Communication Process:

Customer Confirmation:
When an order is processed, the billing contact receives an immediate confirmation email
Uses BillToContactId lookup to identify the correct recipient
Ensures customers have documentation of their purchase
Internal Visibility:
Support team is CC'd on all order confirmations
Provides internal team awareness of order processing
Enables proactive customer service and support
Professional Communication:
Uses standardized Invoice_Default template for consistent branding
Template includes order details, line items, pricing, and terms
All confirmations sent from official project.aanp@integrate2cloud.com address
Automated Processing:
Eliminates need for manual confirmation email sending
Ensures consistent, timely customer communication
Reduces sales and support team workload

Action Details¶

Email Alerts¶

Order Confirmation/Invoice¶

Alert Name: [To be documented from workflow-meta.xml]
Recipients:
Primary: Billing Contact (from Order.BillToContactId)
CC: Project support team
Template: AANP_Email_Templates/Invoice_Default
Purpose: Send professional order confirmation with invoice details to customer and provide internal team visibility

Field Updates¶

No field updates are configured for this workflow.

Task Creation¶

No task creation actions are configured for this workflow.

Outbound Messages¶

No outbound messages are configured for this workflow.

Dependencies¶

Email Components¶

Email Templates:
AANP_Email_Templates/Invoice_Default
Email Alerts: Alert definition for order confirmations
Org-Wide Email Address: project.aanp@integrate2cloud.com

Salesforce Objects¶

Order: Standard object with fields read:
BillToContactId (for customer contact identification)
OrderNumber, Status, TotalAmount
Related OrderItems for line item details
Contact: Linked via BillToContactId for customer email address

Integration Systems¶

None - this workflow operates entirely within Salesforce email system

User/Queue Dependencies¶

Support team members must have valid email addresses for CC functionality
Billing contacts must be properly linked to orders

Integration Points¶

Contact Management: Relies on proper Contact records linked to Orders via BillToContactId
Email Delivery: Salesforce email delivery system
Template Framework: Email template system for order details and professional branding
Order Processing: Integrates with order fulfillment and billing processes
Support Operations: CC to support team enables proactive customer service

User Impact¶

Customers: Receive immediate confirmation of orders with professional invoice details, improving confidence in purchase and providing documentation for records
Sales Teams: Automated confirmations reduce manual follow-up tasks, allowing focus on selling and relationship building
Support Teams: Internal CC provides visibility into order confirmations for customer service, enabling proactive support
Billing Department: Standardized confirmations support billing reconciliation and payment processing

Migration to Flow Considerations¶

Complexity to Migrate: Low

Recommended Approach: This workflow is an excellent candidate for migration to Record-Triggered Flow: - Use Record-Triggered Flow with trigger on Order object - Trigger on "A record is created or updated" with status/activation conditions - Use Send Email action with Invoice template - Add logic to CC support team - Flow provides better debugging and testing capabilities

Key Considerations: - Verify BillToContactId exists and has valid email before sending - Test email delivery with various order types and amounts - Ensure Invoice template renders correctly with order line items - Consider adding error handling for missing billing contacts - Flow allows for conditional logic based on order type or amount

Business Value of Migration: - Better visibility into order confirmation delivery through Flow debug logs - Enhanced error handling for missing billing contacts or invalid emails - Ability to add conditional logic for different order types (e.g., different templates for subscriptions vs. one-time purchases) - Could add additional notifications (shipping, tracking updates) in same flow - Better integration with order fulfillment processes - Potential to add customer preference handling (opt-in/opt-out) - Enhanced tracking of email delivery success rates

⚠️ Pre-Go-Live Concerns¶

CRITICAL - Fix Before Go-Live¶

Missing Workflow Rules: Original documentation notes only email alert defined without associated workflow rules to trigger the alert - verify complete workflow configuration exists
Template Dependency: Invoice_Default template must exist and be properly formatted for order confirmations with all necessary order details
Org-Wide Email: Verify project.aanp@integrate2cloud.com is configured, verified, and authorized in production environment
BillToContactId Requirement: Ensure all orders have valid billing contacts before workflow can send confirmations

HIGH - Address Soon After Go-Live¶

Contact Validation: No validation that BillToContactId exists or has valid email address before sending - could result in failed deliveries
Email Deliverability: No error handling for failed email deliveries or invalid contact information
Template Content: Invoice template may need environment-specific customization for production (URLs, addresses, terms)
Email Volume: Monitor for potential email delivery limits during high-volume order periods (sales, renewals)
Support Team CC: Verify support team email addresses/distribution list is properly configured

MEDIUM - Future Enhancement¶

Migration to Flow: Consider converting to Flow for better maintainability and enhanced features (see Migration section above)
Order Type Filtering: May need different templates or logic for different order types (subscriptions, one-time purchases, renewals)
Customer Preferences: No mechanism for customers to opt-out of order confirmations or choose delivery method
Delivery Tracking: No tracking of email delivery success, open rates, or customer engagement
Additional Notifications: Consider adding shipping notifications, tracking updates, or payment confirmations
Conditional Logic: Add logic to handle different order scenarios (rush orders, international, etc.)

LOW - Monitor¶

Email Volume: Monitor for potential email delivery limits during high-volume periods (Black Friday, renewal periods)
Template Performance: Ensure invoice template renders quickly with order data and line items
Customer Feedback: Track customer satisfaction with automated order confirmations
Delivery Success Rates: Monitor email delivery success rates and bounce rates
Support Team Volume: Monitor if CC'ing support team creates email overload

Maintenance Notes¶

Complexity: Low Recommended Review Schedule: Quarterly during order process updates or template changes

Key Maintainer Notes: - ⚠️ Legacy Technology: Workflow Rules are no longer recommended for new automation - Consider migrating to Flow when adding enhanced order processing features - Invoice template is a separate component that can be updated independently - Changes to Order or Contact object fields may require template updates - Monitor email deliverability to ensure reliable customer communication - Coordinate with billing team before modifying order confirmation logic

Testing Considerations: - Test email delivery with various order types and contact configurations - Verify billing contact exists and has valid email address - Test with different order amounts and line item configurations - Validate invoice template renders correctly with all order data - Test support team CC functionality - Verify org-wide email address is properly configured - Test with international orders if applicable - Validate tax calculations and currency formatting in template

Business Owner¶

Sales/Order Management Team