Answer Where-Is-My-Parcel Questions on WhatsApp with Sendcloud
Yes. AeroChat works directly with Sendcloud. It reads the parcel’s tracking from Sendcloud and replies with the latest update and the tracking link while the customer is still in the chat.
This recipe answers “where is my parcel?” in chat by looking up the parcel in Sendcloud, whichever carrier you used. Part of connecting Sendcloud to WhatsApp and AI chat.
What happens today
Customers message to ask where their order is, why it has not moved, or whether it went to a pickup point. Each question means someone opens Sendcloud, finds the parcel, reads the tracking and types the answer back. When you ship with several carriers across several countries, every carrier words its updates differently, and the same order gets asked about more than once.
The flow that works
- AeroChat asks for the order number or tracking number.
- It finds the parcel in Sendcloud and reads its tracking.
- It replies with the status, the latest update and the tracking link.
- If the parcel is waiting at a service point, it says where. If there is a delivery problem, it hands the conversation to your team.
What it looks like on WhatsApp
Customer: Bonjour, where is my order 20917? (example)
AeroChat: Bonjour ! Votre colis Colissimo est arrivé au point relais Tabac de la Gare, 12 rue de Lyon (example). Vous pouvez le retirer dès aujourd’hui avec une pièce d’identité.
Customer: Merci !
In Sendcloud: nothing changes. AeroChat read the tracking of the parcel for order 20917 and replied in French.
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 parcel in Sendcloud. If nothing is found, ask them to check the number.
- Read its tracking and reply with the status in one line and the latest update with its place and time.
- Send the carrier’s tracking link.
- If the parcel was sent to a service point and is ready, give the service point’s name and address and remind them to bring ID if the carrier asks for it.
- If the status shows a delivery problem or a return to sender, tell them what it says and hand the conversation to our team.
- If the parcel has a label but no carrier update yet, tell them it is packed and waiting for collection, with our usual dispatch time from the knowledge base.
Never share another customer’s details. 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
- Sendcloud. Open the Integrations page in Sendcloud, find Sendcloud API, choose Connect and name it. Copy the public key and the secret key and paste them in when AeroChat asks.
- Your knowledge base. Upload your dispatch times, delivery countries and returns policy so AeroChat can add them to the answer.
Sendcloud can also send parcel status changes to a webhook. If you set one up for AeroChat, a status change can be passed on to the customer in the conversation they started.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Sendcloud, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Sendcloud’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 tracking details it shares.
- Who gets delivery problems and returns to sender.
The result to expect
Customers get their parcel status in chat in seconds, at any hour and in their own language, for every carrier you ship with in Sendcloud. Your team handles the delivery problems 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 a shipment and label from 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 Sendcloud connection behind it. See what each channel does on the Sendcloud integration page.
Answer your first parcel question from Sendcloud
Paste the recipe, add your Sendcloud keys, and ask your own chat where a recent order is.
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