> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryoto.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom notification workflows

> Message customers about events only your business knows about, such as a pre-order arriving in stock, by triggering notifications through a custom workflow.

> [!NOTE]
>
> **Where to find it:** Settings → Developers → Webhooks — [Open in OTO ↗](https://app.tryoto.com/webhooks)

The configured message types cover the events OTO knows about. A workflow is for the ones only you know about.

## 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.

## How it is put together

| Piece | What it does |
| - | - |
| **The trigger** | The event you care about — a status change, or something your own systems detect and tell OTO about. |
| **The channel** | SMS, WhatsApp or email, using the providers and accounts already configured. |
| **The page** | Any of the [branded pages](https://docs.tryoto.com/modules/customer-notification/branded-pages.md), so a custom message still lands somewhere that looks like you. |

**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.

> [!TIP]
>
> **Start with the message you are sending by hand**
>
> The 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.

## 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.

> [!NOTE]
>
> **The test for any new notification**
>
> Does 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.

## Related

* [Branded pages](https://docs.tryoto.com/modules/customer-notification/branded-pages.md) — where custom workflows land.
* [Order routing](https://docs.tryoto.com/modules/omnichannel-oms/order-routing.md) — rules on orders, from the operations side.


## Related topics

- [Customer Notification](https://docs.tryoto.com/modules/customer-notification/overview.md)
- [Email notifications](https://docs.tryoto.com/modules/customer-notification/email.md)
- [SMS notifications](https://docs.tryoto.com/modules/customer-notification/sms.md)


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