Answer Order Status from WhatsApp with Square

This recipe answers order status questions on WhatsApp, Instagram or Messenger from Square Orders: the status, the pickup time or the delivery details. Part of connecting Square to WhatsApp and AI chat.

What happens today

A customer messages at lunch: “ordered 2 cakes for pickup today, ready yet?”. The person who reads it is serving at the counter. They check the order in Square when they can and reply 20 minutes later. Meanwhile the customer has called the shop as well.

Square already holds the order and its status. The question only needs someone to read it back.

The flow that works

The customer asks about an order. AeroChat asks for the order number, or uses the phone number they are messaging from.
It finds the order in Square and checks it belongs to that customer.
It replies with the status and the pickup time or delivery details.
If the order is late or wrong, it hands over to a person with the order details attached.

AeroChat only reads orders. It does not change, refund or cancel them.

The recipe

Copy this into AeroChat

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

Ask for the order number. If they do not have it, use the phone number they are messaging from to find their recent orders in Square.

Check the order belongs to this customer. If the phone number or name does not match, do not share it. Hand over to a team member.

Tell them the order status in plain words: received, being prepared, ready for pickup, out for delivery or completed. Include the pickup time or delivery address on the order.

If the order is past its pickup or delivery time, apologise, tell them a team member will check now, and hand over with the order number.

If they want to change, cancel or get a refund, do not change anything. Collect the details and hand over.

Never share another customer’s order. Only quote our pickup hours and delivery policy from the knowledge base. Reply in the customer’s language.

What to connect

Square. Approve access to your Square account when AeroChat asks, or paste in an access token from the Square Developer Console. AeroChat needs read access to orders and customers.
Order statuses. Mark orders as ready or picked up in Square as you work, so the status AeroChat reads is current.
Your policies. Upload pickup hours, delivery areas and your refund policy to the AeroChat knowledge base.
Delivery, if a courier carries your orders. Couriers with a public API connect the same way, so tracking can come into the same chat.

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

How customers identify an order.
When an order counts as late, and who handles it.
Who handles changes, cancellations and refunds.

The result to expect

“Is my order ready?” gets an answer in seconds, from the same status your team sets in Square. Fewer customers call while you are serving, and the late or wrong orders reach a person with the details already there.

Measure it with your own numbers: order questions handled without staff, and phone calls about orders, for a month before and after.

Next: answer item and stock questions from Square.

Answer order questions from Square

Paste the recipe, approve Square access, and message your own number with a test order number.

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On Shopify? Install AeroChat from the Shopify App Store.