Answer Order Status Questions on WhatsApp with NetSuite

This recipe answers “where is my order?” in chat from NetSuite. It finds the sales order, checks what has shipped and replies with the tracking number. Part of connecting NetSuite to WhatsApp and AI chat.

What happens today

A buyer messages their sales rep: “PO 4471 not here yet, when?” The rep is with another customer, so they message the warehouse. The warehouse checks NetSuite and replies an hour later. The rep passes it on. The same question comes from three more customers that day.

The flow that works

The customer asks about an order, by order number, PO number or just “my order”.
AeroChat matches them to their NetSuite customer and finds the sales order.
It checks the item fulfilments for what has shipped, when, and the tracking number.
It replies with the status and anything still to come.
If an order is late or on hold, it hands the conversation to the account manager.

The recipe

Copy this into AeroChat

When a customer asks about an order, follow these steps.

Match their phone number or email to a customer or contact in NetSuite. If there is no match, ask for their company name and order number, and hand over if it still does not match.

Find the sales order by order number or PO number. If they do not have one, list their open sales orders with dates and ask which one.

Check the item fulfilments for that order. Reply with the order status, which items have shipped, the ship date and the tracking number.

If some items have not shipped, say which ones and the expected ship date on the order, if there is one.

If the order is on hold, pending approval or past its expected date, tell them their account manager will reply and hand the conversation over.

Never promise a delivery date that is not on the order. Never share another customer’s orders. Reply in the customer’s language.

Change the handover cases to your own before you paste it.

What to connect

NetSuite. Your administrator switches on REST web services and token-based authentication, creates an integration record and a role that can view customers, sales orders and item fulfilments, and creates an access token. They enter the account ID and token details in the AeroChat dashboard when AeroChat asks.
Tracking numbers on fulfilments. Record the carrier tracking number on each item fulfilment, because that is what AeroChat sends.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect NetSuite, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from NetSuite’s public documentation, the checklist asks you to check it once against the current docs.

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 order statuses go straight to a person.
Whether customers see expected dates.
Who gets the handover: the account manager on the record or a shared team.

The result to expect

Order status questions get answered in the chat straight away, from the same data your warehouse uses. Sales reps stop relaying messages and spend the time on orders and accounts.

Measure it with your own numbers: order status questions handled without a person, for a month before and after.

Next: take orders as sales orders. See also order status and delivery for B2B suppliers.

Answer your first order question

Paste the recipe, have your administrator add the access token, and ask your own number about an open order.

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On Shopify? Install AeroChat from the Shopify App Store.