Answer Where-Is-My-Parcel Questions on WhatsApp with Easyship
This recipe answers “where is my parcel?” in chat by looking up the shipment in Easyship. Part of connecting Easyship to WhatsApp and AI chat.
What happens today
Customers message to ask where their order is, why it is stuck, or whether they owe duties. Each question means someone opens Easyship, finds the shipment and reads the checkpoints back. Cross-border parcels take longer, so these questions come in again and again for the same order.
The flow that works
- AeroChat asks for the order number or tracking number.
- It finds the shipment in Easyship.
- It replies with the latest status, the most recent checkpoint and the expected delivery date.
- If the parcel is held at customs or has an exception, it hands the conversation to your team.
The recipe
Copy this into AeroChat
When a customer asks where their order or parcel is, follow these steps.
- Ask for their order number or tracking number.
- Find the shipment in Easyship. If nothing is found, ask them to check the number.
- Reply with the latest status, the most recent checkpoint with its date and place, and the expected delivery date.
- Send the courier’s tracking link if Easyship has one.
- If the status shows a customs hold or a delivery exception, tell them what it says and hand the conversation to our team.
- If they ask about duties, explain who pays them under our policy from the knowledge base.
Never share another customer’s details. If the shipment has no label yet, tell them it is being prepared and give our usual dispatch time. Reply in the customer’s language.
Change the dispatch time and the hand-over steps to match your business before you paste it.
What to connect
- Easyship. An admin opens Connect, then New Integration, then API Integration, picks the scopes and copies the production token. Paste it in when AeroChat asks.
- Your knowledge base. Upload your dispatch times, duties and taxes policy and returns policy to AeroChat so it can add them to the answer.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Easyship, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Easyship’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 AeroChat confirms who the customer is.
- Which checkpoints it shares.
- Who gets customs holds and exceptions.
The result to expect
Customers get their parcel status in chat in seconds, at any hour, even for long cross-border trips. Your team handles the customs holds and exceptions with the details already collected.
Measure it with your own numbers: tracking questions answered in chat, and tracking questions your team still answers, for a month before and after.
Next: book deliveries from chat.
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 Easyship connection behind it. See what each channel does on the Easyship integration page.
Answer your first parcel question from Easyship
Paste the recipe, connect Easyship, and ask your own chat where a recent shipment is.
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On Shopify? Install AeroChat from the Shopify App Store.