Answer Where-Is-My-Parcel Questions on WhatsApp with Shippo
Yes. AeroChat works directly with Shippo. It reads the tracking status of the customer’s label from Shippo and replies with the latest scan and expected delivery date while the customer is still in the chat.
This recipe answers “where is my parcel?” in chat by looking up the label in Shippo, whichever carrier you used. Part of connecting Shippo to WhatsApp and AI chat.
What happens today
Customers message to ask where their order is, why it has not moved, or whether it was delivered. Each question means someone opens Shippo, finds the label, opens the carrier’s tracking page and types the answer back. When you ship with several carriers, every carrier shows tracking a little 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 label for that order and gets its tracking status from Shippo.
- It replies with the status, the latest scan, the expected delivery date and the tracking link.
- If the parcel failed delivery or is going back to you, it hands the conversation to your team.
What it looks like on WhatsApp
Customer: Hi, my order #5530 still hasn’t arrived. Any update? (example)
AeroChat: Your parcel is with UPS and out for delivery today. Last scan: Portland OR, 7:15am. Track it here: https://www.ups.com/track?tracknum=1Z999AA10123456784 (example)
Customer: Great, thanks!
In Shippo: nothing changes. AeroChat read the tracking status of the label for order #5530.
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 label for that order in Shippo and get its tracking status with the carrier and tracking number. If nothing is found, ask them to check the number.
- Reply with the status in one line, the latest scan with its place and time, and the expected delivery date if Shippo has one.
- Send the carrier’s tracking link.
- If the status shows a failed delivery or a return to sender, tell them what it says and hand the conversation to our team.
- If the label exists but there is no carrier scan 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
- Shippo. Open the API page in your Shippo settings and copy your live API token. Paste it in when AeroChat asks.
- Your knowledge base. Upload your dispatch times, delivery areas and returns policy so AeroChat can add them to the answer.
Shippo can also send tracking updates 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 Shippo, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Shippo’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 failed deliveries and returns to sender.
The result to expect
Customers get their parcel status in chat in seconds, at any hour, for every carrier you ship with in Shippo. Your team handles the failed deliveries 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 Shippo connection behind it. See what each channel does on the Shippo integration page.
Answer your first parcel question from Shippo
Paste the recipe, add your Shippo token, and ask your own chat where a recent order is.
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On Shopify? Install AeroChat from the Shopify App Store.