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Where to find it: Settings → Developers → Webhooks — Open in OTO ↗
The configured message types cover the events OTO knows about. A workflow is for the ones only you know about.

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When the built-in types are not enough

Every business has moments worth a message that no delivery platform would think to offer. A pre-order arriving into stock. A high-value order clearing fraud review. A B2B customer’s consolidated shipment leaving the hub. These are yours, and a custom workflow is how they reach the customer on the same channels and land on the same branded pages as everything else.

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How it is put together

Webhooks, at Settings → Developers → Webhooks, are the other half of this: OTO pushes order and shipment events to a URL of yours, so your own systems can react to what happens here — and, if you want, send something of their own.
Start with the message you are sending by handThe best candidate for a workflow is a message someone on your team already sends manually, repeatedly, for the same reason. It is already proven useful, the wording already exists, and the trigger is whatever that person is watching for.Automating a message nobody has ever sent is how notification fatigue starts.

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Keeping it civilised

Every channel here has a cost and a limit. SMS is billed per segment. WhatsApp templates need approval before they can be used. And the customer has a tolerance that is lower than any of those.
The test for any new notificationDoes it let the customer do something, or tell them something they will act on? If neither, it is a notification sent for the sender’s comfort, and its real effect is to make the next one — the one that mattered — easier to ignore.