Answer Where-Is-My-Parcel Questions on WhatsApp with EasyParcel

This recipe answers “where is my parcel” on WhatsApp from the parcel’s tracking in EasyParcel, so the customer gets the latest update without waiting for your team. Part of connecting EasyParcel to WhatsApp and AI chat.

What happens today

Customers message to ask where their parcel is, and many of them have lost the tracking number. Someone finds the order, looks up the tracking number in EasyParcel, checks the courier’s status and types a reply. On a busy day these questions take more time than new sales.

The flow that works

AeroChat asks for the order number, or uses the tracking number the customer gives.
It finds the tracking number saved for that order.
It checks the parcel’s tracking in EasyParcel.
It replies with the latest tracking event, its date and the courier.
If the parcel looks stuck or lost, it hands the conversation to your team.

The recipe

Copy this into AeroChat

When a customer asks where their parcel is, follow these steps.

If they give a tracking number, use it. If not, ask: “Can I have your order number?” and find the tracking number in the customer’s notes for that order.

Check the parcel’s tracking in EasyParcel.

Tell them the latest tracking event, its date and the courier name in one or two lines.

If the parcel has not been picked up yet, tell them the planned pickup date.

If the latest event says delivered, tell them when, and ask them to let us know if they have not received it.

If there has been no tracking update for 3 working days (example), or the event says returned or failed, apologise, collect any details we need and hand the conversation to our team.

Do not guess a delivery date that the tracking does not show. Reply in the customer’s language.

Change the number of days and the handover rules to the ones your business uses before you paste it.

What to connect

EasyParcel. Register for an API key on your verified EasyParcel account and paste it in when AeroChat asks. The same key works for booking and for tracking.
Your tracking numbers. When AeroChat books the parcel, it adds the tracking number to the customer’s notes, so it can find it later from an order number. For parcels your team books, add the tracking number the same way.

POS Malaysia delivery is built into AeroChat, so you only need this recipe if you already ship with EasyParcel.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect EasyParcel, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from EasyParcel’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

How long a parcel can go without an update before your team steps in.
What AeroChat says about delivered parcels the customer has not received.
Who gets the handover.

The result to expect

Customers get the latest tracking update as soon as they ask, even without their tracking number. Your team only deals with parcels that are actually delayed or lost.

Measure it with your own numbers: where-is-my-parcel messages your team answers by hand, and the time to reply, for a month before and after.

Next: book a delivery from WhatsApp. For more delivery workflows, see delivery updates on WhatsApp.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same EasyParcel connection behind it. See what each channel does on the EasyParcel integration page.

Answer your first parcel question from EasyParcel

Paste the recipe, add your EasyParcel key, and ask about a test parcel in the chat yourself.

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On Shopify? Install AeroChat from the Shopify App Store.