Answer Order Tracking Questions on WhatsApp with ParcelPanel

Yes. AeroChat works directly with ParcelPanel. When a shopper asks where their order is, AeroChat checks the order in Shopify, reads its tracking from ParcelPanel and replies with the status, the latest update and the estimated delivery date.

This recipe answers “where is my order?”, “has it shipped?” and “is it on the way?” in chat, from your own ParcelPanel tracking. Part of connecting ParcelPanel to WhatsApp and AI chat.

What happens today

Order tracking questions, often called WISMO, fill the inbox every day and double around sales. The answer is already in ParcelPanel, but the shopper asks on WhatsApp or Instagram instead of opening the tracking page. Your team copies the order number, opens ParcelPanel, reads the status and types it back, dozens of times a day.

The flow that works

The shopper asks where their order is.
AeroChat asks for the order number and checks the email or phone number matches the order in Shopify.
It reads the order’s tracking from ParcelPanel: status, carrier, latest checkpoint and estimated delivery.
It replies in one or two lines and offers the tracking link.

What it looks like on WhatsApp

Customer: Has my order shipped yet? Order 20733, I’m on this number. (example)

AeroChat: Yes. Your order #20733 shipped yesterday with DHL Express and is in transit. The last update was “Arrived at sort facility” at 6:40 this morning. It is expected on Monday, 18 November. Would you like the tracking link?

In ParcelPanel: nothing changes. AeroChat read the order’s status, carrier, latest checkpoint and estimated delivery date.

The recipe

Copy this into AeroChat

When a customer asks where their order is, whether it has shipped or when it will arrive, follow these steps.

Ask for the order number, if they have not given it.

Check the order in Shopify, and check the email or phone number they give, or the WhatsApp number they are messaging from, matches the order. If it does not match, ask for the email on the order.

Get the order’s tracking from ParcelPanel.

If it has shipped, reply with the status, the carrier, the latest update and when it happened, and the estimated delivery date labeled as an estimate.

If it has not shipped yet, say so and give our dispatch time from the knowledge base.

Offer to send the tracking link.

If the status shows a failed delivery, an exception or a parcel returning to us, hand the conversation to our team with the tracking details.

Never share tracking for an order whose details do not match. Never promise a delivery date. Reply in the customer’s language.

Change the dispatch time and the problems that go to your team before you paste it.

What to connect

Your Shopify store. Built in. Install AeroChat from the Shopify App Store and connect your store in the dashboard, so AeroChat can look up orders and check the customer’s details.
ParcelPanel. In your ParcelPanel admin, go to Integration and copy the key in the API Key section. Paste it in when AeroChat asks.
Your knowledge base. Add your dispatch times and delivery times by country, so AeroChat can answer before an order ships.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ParcelPanel, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from ParcelPanel’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 a customer proves the order is theirs before AeroChat shares tracking.
Which tracking problems go straight to your team.
What AeroChat may offer when a parcel is late, which by default is nothing beyond a handover.

The result to expect

Shoppers get their order status in seconds on the channel they already use. Your team stops copying tracking updates by hand and spends its time on the parcels that are actually stuck.

Measure it with your own numbers: order tracking questions answered in chat without your team, and first response time on those questions, for a month before and after.

Next: see every ParcelPanel workflow, including split shipments and delivery problems.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, Telegram, the chat on your store and email, with the same ParcelPanel connection behind it. See what each channel does on the ParcelPanel integration page.

Answer your first tracking question in chat

Install AeroChat, paste the recipe, add your ParcelPanel API key, and ask your own chat where a recent order is.

Install AeroChat on Shopify

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