Connect AfterShip to WhatsApp, Instagram, TikTok and AI Chat
Yes. AeroChat works directly with AfterShip. It reads parcel status, delivery dates and tracking links from AfterShip and creates return requests in AfterShip Returns through AfterShip’s API, on WhatsApp, Instagram, web chat and every other channel your customers use.
AfterShip tracks shipments across many carriers in one place. If your store tracks its parcels or handles returns in AfterShip, AeroChat can answer customers on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email from that same data. It connects through AfterShip’s public API. You describe the workflow in your own words, AeroChat builds it, and AfterShip stays the place your team checks.
What you can do with AfterShip and AeroChat
- Answer “where is my parcel?” on WhatsApp. The customer gives their order number, AeroChat finds the shipment in AfterShip and replies with the latest status and the carrier.
- Start a return in chat. AeroChat asks which items are coming back and why, then creates the return request in AfterShip Returns for your team or your return rules to approve.
- Give the expected delivery date. AeroChat reads the estimated delivery date AfterShip holds for the shipment and tells the customer when to expect it.
- Look up a parcel by tracking number or email. When the customer has a tracking number from their shipping email, or only remembers the email they ordered with, AeroChat searches AfterShip with that instead.
- Send the tracking page link. AeroChat shares your AfterShip tracking page for the shipment, so the customer can follow every scan themselves.
- Check a return’s status. The customer gives their return number and AeroChat reads where the return stands in AfterShip Returns: requested, approved, received or resolved.
What it looks like on WhatsApp
Customer: Hi, where is my order #4821? (example)
AeroChat: Your parcel is in transit with DHL and left the Singapore hub this morning. It is expected on Thursday. You can follow it here: https://track.example.com/4821 (example)
In AfterShip: nothing changes. AeroChat read the shipment status, carrier and estimated delivery date for order #4821.
Customer: The jacket I got is too small. Can I return it? (example)
AeroChat: Of course. Is it the black bomber jacket in size S from order #4821, and would you like a refund?
Customer: Yes, refund please.
AeroChat: Done. Your return request is in, number RMA-1093. We will email you the return instructions once it is approved.
In AfterShip Returns: a new return for the jacket appears on order #4821 with the reason “too small”, waiting for approval.
Customer: Any update on my return RMA-1093? (example)
AeroChat: Your return was received at our warehouse yesterday. The refund is being processed now.
In AfterShip Returns: nothing changes. AeroChat read the status of return RMA-1093.
Works on every chat channel
Your customers message you wherever they already are. The same AfterShip connection and the same workflows run on every channel AeroChat supports, and AfterShip stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to ask where their parcel is, when it will arrive, or to start or check a return. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through AfterShip’s public API, documented at aftership.com/docs/tracking, with the Returns API documented alongside it. Through it, AeroChat finds shipments by order number, tracking number or email, reads their status and delivery dates, and creates and reads return requests.
- What AeroChat reads from AfterShip: shipments with their carrier, latest status and checkpoints, estimated delivery dates, tracking page links, and returns with their status and items.
- What AeroChat writes to AfterShip: new return requests with the items and the reason the customer gave.
AfterShip includes API access on its Premium tracking plan and above. To connect, open the API keys page in your AfterShip admin and choose Create an API key. The returns workflows need AfterShip Returns, a separate AfterShip product, on a plan that includes API access. AfterShip can also send tracking updates to a webhook. Where you set that up, AeroChat can pass a status change on to the customer in the conversation they started.
AfterShip sits on top of the carriers you already use. Labels and shipping stay billed to your own carrier and AfterShip accounts, never to AeroChat. POS Malaysia delivery is built into AeroChat. This page is for businesses that already track their parcels in AfterShip.
You describe the workflow in your own words, for example “when a customer asks where their order is, find it in AfterShip by order number and tell them the status and the expected delivery date”. AeroChat builds the workflow as a draft and asks for the AfterShip API key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Six ready-made workflows for AfterShip. Copy one into AeroChat, add your AfterShip API key, and it runs on every channel.
1. Answer “where is my parcel?”
Copy this into AeroChat
When a customer asks where their order is, ask for their order number if you do not have it. Find the shipment for that order in AfterShip. Reply in one or two lines with the latest status, the carrier and the expected delivery date, and send the tracking page link. If the order has more than one parcel, give the status of each. If AfterShip shows an exception, such as a failed delivery or an address problem, apologise and hand the conversation to our team. Reply in the customer’s language.
2. Start a return in chat
Copy this into AeroChat
When a customer asks to return something, ask for their order number and the email they ordered with. Confirm which items they want to return and the reason, and whether they want a refund. Check our return policy in the knowledge base first: if the order is outside the 30-day window (example), explain the policy and hand over to the team. Otherwise create the return in AfterShip Returns with the items and the reason, give the customer the return number, and tell them the return instructions will follow by email once it is approved.
3. Give the expected delivery date
Copy this into AeroChat
When a customer asks when their order will arrive, find the shipment in AfterShip by their order number. Read the estimated delivery date and reply with the date, or the date range if AfterShip gives one. If there is no estimate yet because the parcel has not been picked up by the carrier, say it is being prepared and give the latest status instead. Never promise a date AfterShip does not show.
4. Look up a parcel by tracking number or email
Copy this into AeroChat
When a customer sends a tracking number, search AfterShip for that tracking number and reply with the status, carrier and expected delivery date. When they do not have an order or tracking number, ask for the email they ordered with and search AfterShip for their shipments from the last 30 days (example). If there is more than one, list them by order number and ask which one they mean. Never share another customer’s details.
5. Send the tracking page link
Copy this into AeroChat
When a customer asks for their tracking link, find the shipment in AfterShip by order number or tracking number. Send our AfterShip tracking page link for that shipment with one line saying what it shows, for example “every scan from our warehouse to your door” (example). If the parcel has no tracking yet, say it is still being packed and offer to check again later.
6. Check a return’s status
Copy this into AeroChat
When a customer asks about a return, ask for their return number, or their order number if they do not have it. Find the return in AfterShip Returns and tell them where it stands in one line: waiting for approval, approved, received at our warehouse or resolved. If it was approved, remind them of the next step from the return instructions. If it was rejected or has been waiting for more than 7 days (example), hand the conversation to our team.
Who uses it
Online stores that ship parcels with one or more carriers use AfterShip, from fashion and beauty brands to electronics and home goods. These recipes cover the delivery and return questions they get in chat:
- Fashion stores: order tracking and returns and exchanges.
- Beauty stores: order tracking and returns and exchanges.
What stays in AfterShip
AeroChat handles the conversation. AfterShip stays the record: your shipments, carrier connections, tracking pages, delivery estimates, return rules, return labels and refunds. Every return AeroChat creates appears in AfterShip Returns like any other, so your team approves and resolves it the same way. The carriers carry out the delivery.
WhatsApp workflows that use AfterShip
These end-to-end WhatsApp workflows run with AfterShip behind them. See them all in the WhatsApp workflows library.
Questions
Does AeroChat work with AfterShip?
Yes. It connects through AfterShip’s public API with an API key you create in your own AfterShip admin. It is not an AfterShip product or listing.
Can customers track their parcel on WhatsApp?
Yes. Customers ask on WhatsApp, Instagram or Messenger and AeroChat replies with the status, carrier, expected delivery date and tracking link from AfterShip.
Do I need a developer?
No. You describe the workflow, AeroChat builds it, and you create an API key in AfterShip and enter it in the dashboard.
Which plan do I need?
On the AfterShip side, API access starts on the Premium tracking plan, and the returns workflows also need AfterShip Returns. On the AeroChat side, workflows via Skills are on every plan. Choose the plan by how many messages you get: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
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.
Connect AfterShip to your chat
Paste the parcel recipe, add your AfterShip API key, and message your own number asking where a recent order is.
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