Answer Balance and Status Questions on WhatsApp from Google Sheets

This recipe answers a customer’s question about their own record from a Google Sheet you already keep: sessions left on a package, an outstanding fee, the status of an order. AeroChat checks who is asking before it shares anything. Part of the Google Sheets integration.

What happens today

A customer asks “how many sessions do I have left?”. Someone opens the Sheet, searches for the name, finds two people with the same name, checks the phone number and types a reply. It takes a few minutes each time, and the question comes in many times a week. When the desk is busy, the reply waits until evening.

The flow that works

The customer asks about their balance, order or account.
AeroChat finds the row in your Sheet that matches the phone number they are messaging from.
If there is no match, it shares nothing and passes the conversation to your team.
If there is a match, it replies with the values from that row, in a plain sentence.
Where it fits, it offers the next step, such as renewing a package or booking a session.

The recipe

Copy this into AeroChat

When a customer asks about their package, balance or account, follow these steps.

Look in our Packages Sheet for a row where the Phone column matches the number they are messaging from.

If no row matches, do not share any details. Tell them a team member will check and reply, and hand the conversation over.

If more than one row matches, ask which package they mean, using the package names only.

Reply with the package name, sessions used, sessions left and the expiry date from that row.

If they have two sessions or fewer left, or the package expires within 30 days (example), tell them they can renew in this chat.

If they say a number is wrong, do not change the Sheet. Note what they said and hand the conversation to a team member.

Only share details from the row that matches their phone number. Never share another customer’s details. Reply in the customer’s language.

Change the Sheet name, the column names and the renewal rule to match your own Sheet before you paste it. The same recipe works for order status, outstanding fees or stock: name the Sheet and the columns to read.

What to connect

Your Google Sheet. Connect your Google account when AeroChat asks and approve access to the Sheet. Keep one row per customer or per package, with a column for the phone number in the same format customers message from.
Clear column headers. Name the columns plainly, for example Phone, Package, Sessions used, Sessions left and Expiry date. The recipe refers to them by name.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which columns customers can see, and which stay private.
How a customer is identified, for example by phone number only.
What happens when a customer disputes a number.
When to offer a renewal or a next booking.

AeroChat reads the Sheet. It only changes a cell when your recipe tells it to.

The result to expect

Balance and status questions get an answer in seconds, at any hour, and your team stops searching the Sheet for each one. Because the reply comes from the Sheet, it is only as current as the Sheet, so keep updating it the way you do now.

Measure it with your own numbers: how many of these questions your team answered by hand in a month, before and after you start.

Next: log every chat lead to a Sheet.

Answer from your own Sheet

Connect the Sheet your team checks most, paste the recipe, and ask your own number the question your customers ask.

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On Shopify? Install AeroChat from the Shopify App Store.