Payment success and failure automation

After a customer pays (or fails to pay), you can trigger a WhatsApp message or bot flow automatically. A success flow sends a confirmation with order details. A failure flow sends a retry link with a clear message about what went wrong. Both are built in the Bot Builder using the payment trigger.

Set up a payment success flow

Open Bot Builder and create a new bot flow.

Set the trigger to WhatsApp Chatbot → Payment Received. Select your channel.

Add a Send Message block and select Order Status Message. Set the content to "Payment is successful" and include payment amount, currency, and reference ID.

Add an Automation App → Payments → Fetch Payment Order block. In the Reference ID field, select the payment reference ID variable.

Add a Router to branch the flow based on payment order details — for example, routing to different confirmation messages based on the product purchased.

Save and enable the flow.

Set up a payment failure flow

Create a new bot flow. Set the trigger to WhatsApp Chatbot → Payment Field Status and select your channel.

Add a Send Message → Order Status Message block. Use the payment Reference ID variable and set the order status to Failed.

Add a description stating that the payment has failed. Include amount, currency, gateway transaction ID, and payment ID for reference.

Save the message block and enable the flow.

Tip

Add a follow-up step after the failure message that sends a fresh payment link so the customer can retry without having to contact support.

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Want the bigger picture? See the WhatsApp Pay guide for use cases and strategy.

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