WhatsApp Support & Order Flow Setup

I already have a WhatsApp Business number connected to Twilio and now need the actual flows built out.

The first priority is a customer-support workflow: when a message comes in it should greet the user, collect name + order ID, route the chat to the right agent, and record the interaction in our help-desk system. A simple fallback that escalates to live chat if the bot cannot recognise the question is essential.

Alongside that I want a lean order-processing flow, limited to sending text-only order-confirmation messages. As soon as my e-commerce backend fires a webhook with the order data, Twilio should trigger a confirmation that includes order number, items and expected ship date—no multimedia, just clean text.

Please structure everything inside Twilio Studio (or Functions if necessary) so I can edit it later, and supply a short README explaining any environment variables, webhooks or templates that need to be approved by WhatsApp. Once it is live a quick screen-share walk-through to confirm messages are delivered and routed correctly will be the final sign-off.