Answer Where-Is-My-Parcel Questions on WhatsApp with ShipBob
Yes. AeroChat works directly with ShipBob. It reads the carrier, tracking number, tracking link and delivery date from the ShipBob shipment and sends them to the customer while they are still in the chat.
This recipe answers “where is my parcel?” on WhatsApp from the ShipBob shipment itself, so the customer gets the tracking details without waiting for your team. Part of connecting ShipBob to WhatsApp and AI chat.
What happens today
Customers lose the shipping email or never open it, then message to ask where their parcel is. Someone searches ShipBob for the order, copies the tracking number and link, and pastes them into the chat. Orders that ship in more than one box need more than one lookup, and every reply waits until someone is free.
The flow that works
- AeroChat asks for the order number.
- It finds the order in ShipBob and reads all its shipments.
- For each shipment that has shipped, it reads the carrier, tracking number and tracking link.
- It replies in one line per parcel, with the delivery date if ShipBob shows it as delivered.
- If a shipment has an exception, it hands the conversation to your team.
What it looks like on WhatsApp
Customer: Where’s my parcel? Order 30431. (example)
AeroChat: Your order shipped in two boxes. Box 1 is with USPS, tracking 9400111202555842332669 (example). Box 2 is with UPS, tracking 1Z999AA10123456784 (example). Here are the links: https://www.example.com/track/1 and https://www.example.com/track/2 (example)
In ShipBob: nothing changes. AeroChat read both shipments on order 30431 with their carrier, tracking number and tracking link.
The recipe
Copy this into AeroChat
When a customer asks where their parcel is, follow these steps.
- If you do not know which order they mean, ask: “Can I have your order number?”
- Find the order in ShipBob by that order number and read all its shipments.
- If nothing has shipped yet, say the order is being picked and packed and give the expected ship date from ShipBob.
- For each shipment that has shipped, give the carrier, the tracking number and the tracking link in one line.
- If a shipment shows as delivered, give the delivery date and ask them to check with neighbours or the building if they cannot find it.
- If a shipment has an exception or is on hold, apologise and hand the conversation to our team.
Never share another customer’s details. Reply in the customer’s language.
Change what AeroChat says about delivered parcels that the customer cannot find to match how your business works before you paste it.
What to connect
- ShipBob. Sign in as the account’s main user, go to Integrations, then API Tokens, and choose Generate New Token. Paste it in when AeroChat asks. The same token works for order status, tracking, changes and returns.
- Status changes (optional). ShipBob can send shipment events, such as shipped, tracking updated or delivered, 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.
Fulfilment and shipping stay billed to your own ShipBob account. POS Malaysia delivery is built into AeroChat, so you only need this recipe if ShipBob already fulfils your orders.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ShipBob, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from ShipBob’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
- What AeroChat says about late or delivered-but-missing parcels.
- Whether ShipBob status changes are passed on to customers in their conversation.
- Who gets the handover when a shipment has an exception.
The result to expect
Customers get their tracking details as soon as they ask, even for orders that ship in more than one box. Your team only sees the shipments that need a person.
Measure it with your own numbers: tracking requests answered by hand, and the time to reply, for a month before and after.
Next: answer ShipBob order status questions and make changes before shipping. 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 ShipBob connection behind it. See what each channel does on the ShipBob integration page.
Answer your first tracking question from ShipBob
Paste the recipe, add your ShipBob token, and ask about a recent shipped order in the chat yourself.
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Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect ShipBob for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.