Support request to the right team
A support request sent from the customer account, with the order number and photos, reaches the right team on Slack by topic, and the customer gets a confirmation with a request number.
How it runs.
A Webflow form writes a metaobject; Shopify Flow takes it from there.
- TriggerMetaobject entry created
- ConditionCheck if
- The topic sends the Slack message:
returnordefectto the warehouse,technicalto the technical team, anything else to customer service
Otherwise the workflow stops here.
- The topic sends the Slack message:
- Action 1
Collect the links of the uploaded photos (“Run code”)
- Action 2
Look for the order number among the customer’s own orders (“Get order data”)
- Action 3
Email the customer that the request arrived, with its number (the file sends it with a “Send HTTP request” to Resend)
- Action 4
Mark the request as
received - Action 5
Post the request on Slack with the customer, the topic, the order (or “order not found”), the message and the photo links (“Send Slack message”, Slack app)
What you need, and how to install it.
- Shopify Flow, free in Shopify
- Plan: Server
- Add-on: Metaobject creator
- Element:
metaobject-creatorwithdata-type="support_request"andcustomer-field="customer"in the account: order number, a Select for the topic, the message and afile-inputfor the photos - Metaobject definition
support_request, private - The Slack app in Shopify, connected to your workspace, for the “Send Slack message” steps
Settings › Custom data › Metaobjects › Support request
support_requestorder_numberSingle line texttopicSingle line text: returndefect, technical or othermessageMulti-line textphotosList of filescustomerCustomer referenceset by Smootify with customer-fieldstatusSingle line textwritten by the workflowEach field's key is the Name of a field in the Webflow form, written exactly the same.
- Install Shopify Flow from the Shopify App Store. It is free in Shopify, but it is a separate app.
- In Shopify, create the metaobject definition
support_requestwith the fields below. - Switch on the Metaobject creator add-on in the Smootify dashboard.
- Place the Smootify element in Webflow:
metaobject-creatorwithdata-type="support_request"andcustomer-field="customer"in the account: order number, a Select for the topic, the message and afile-inputfor the photos. - Download the .flow file and import it in Shopify Flow.
- Give the topic Select the values
return,defect,technicalandother: the workflow sorts on these values, whatever the labels say. - In the three Slack steps, pick your channels in place of
#warehouse,#technicaland#customer-service. - In the email step, replace
RESEND_API_KEYwith your Resend API key, and put your store’s name and a sender on a domain you verified in Resend in place ofSmootify Support <support@example.com>. - Test it once with a real submission or order, then turn the flow on.
Where people get stuck.
- 01
Keep the definition without Storefront access: the request holds the customer and their message. That also means the account cannot list “my requests”: the customer hears back by email.
- 02
The form works only for logged-in customers: the workflow reads the customer of the request for the email and the order.
- 03
The email runs before the Slack message: if the Resend key is wrong, the workflow stops and the team is not told. Send a test request after setting it up.
- 04
The order is searched by the number the customer typed: if it reads “order not found”, check whether they typed something else, such as the number with a #.
- 05
Answers go by email from your inbox: the form collects the request, it is not a helpdesk.
Get the .flow file.
In Shopify Flow, choose Import and pick the file. The workflow opens turned off: check that it reads your metaobject definition and its field keys, then turn it on.
Shopify plan. This file sends its email with Flow’s “Send HTTP request”, which runs only on the Grow, Advanced and Plus plans. On Basic, replace that step with the action of an app that sends transactional emails from Shopify Flow, such as Workflow Email: the rest of the workflow stays as it is.
Related.
Not part of a demo store.
Webflow writes.
Shopify reacts.
Forms that write to Shopify are on the Server plan, and Shopify Flow is free in Shopify. One Shopify app, billed on the store’s Shopify invoice.
- One app on the Shopify bill, not ten
- Free to build, pay only when you go live
- Works on Basic, Grow and Advanced
- Your 1.x store keeps working
- Every element stays yours to change
- Docs indexed in llms.txt