Connect DHL eCommerce to WhatsApp, Instagram and AI Chat
Yes. AeroChat works directly with DHL eCommerce. It reads parcel tracking events from DHL eCommerce and creates shipments with labels, cash on delivery amounts and pickup requests through the DHL eCommerce Asia API, on WhatsApp, Instagram, web chat and every other channel your customers use.
DHL eCommerce delivers parcels for online sellers, with domestic and cross-border services in Asia Pacific. If you ship with DHL eCommerce, AeroChat can answer customers on WhatsApp, Instagram, Messenger, Telegram, web chat or email and do the shipping work in the same conversation: create the shipment and label once an order is confirmed, book the courier to collect, and answer “where is my parcel” from DHL’s own tracking events. You describe the workflow in your own words, AeroChat builds it, and DHL eCommerce stays the place your team checks.
Delivery with POS Malaysia is built into AeroChat, so you can book it without an API setup. See how it works. This page is for businesses that already ship with DHL eCommerce.
What you can do with DHL eCommerce and AeroChat
- Track a parcel in chat. AeroChat reads the shipment’s tracking events from DHL eCommerce and replies with the latest status, where and when it happened.
- Create the shipment and label. When a customer confirms an order in chat, AeroChat creates the DHL eCommerce shipment with the recipient’s address and parcel details, gets the label for your team to print, and gives the customer the tracking number.
- Book a pickup. AeroChat requests a DHL eCommerce pickup for your shipments on the date you want. In Malaysia, Thailand and Vietnam, DHL returns the pickup time window, or the windows that are open if the one asked for is not.
- Collect cash on delivery. If your account and the DHL product support cash on delivery, AeroChat adds the amount to collect to the shipment and tells the customer what to have ready.
- Change delivery details before handover. If the customer corrects the address or phone before the parcel leaves you, AeroChat updates the shipment with DHL eCommerce’s label edit, which returns a new label for your team.
What it looks like on WhatsApp
Customer: Where’s my parcel? Order #MY-4410. (example)
AeroChat: Your parcel left the DHL eCommerce hub in Shah Alam this morning at 8:12am and is out for delivery in Kuala Lumpur today (example).
Customer: Thanks!
In DHL eCommerce: nothing changes. AeroChat read the shipment’s latest tracking events.
Customer: Confirm, please send the 2 boxes of coffee pods to my office. (example)
AeroChat: Done. Your order #MY-4425 is booked with DHL eCommerce, tracking number 5012345678901234 (example). It will be collected from us tomorrow between 9am and 1pm and you can ask me here for updates anytime.
In DHL eCommerce: a shipment is created with the customer’s address and a label for your team to print, and a pickup is requested for the next day.
Works on every chat channel
Your customers message you wherever they already are. The same DHL eCommerce connection and the same workflows run on each of these channels, and DHL eCommerce stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to confirm an order and get a DHL tracking number, correct the address before it ships, or ask where the parcel is. Voice notes are transcribed, so a spoken request works too. | |
| Do the same by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Do the same with your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| Telegram | Do the same with 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 the DHL eCommerce Asia API, documented at api.dhlecommerce.dhl.com. Through it, AeroChat creates shipments and labels, edits shipments before handover, requests pickups and reads tracking events. DHL eCommerce in the Americas has a separate API, so this page covers the Asia API.
- What AeroChat reads from DHL eCommerce: each shipment’s tracking events with the status, description, date and time, and the city and country where it happened, the label and tracking number returned when a shipment is created, and the pickup date and time window returned for a pickup request.
- What AeroChat writes to DHL eCommerce: new shipments with the recipient’s name, address and phone, parcel weight and contents, product code, your order number as the shipment reference, pickup or drop-off handover and an optional cash on delivery amount, edits to shipments before handover, and pickup requests.
To connect, you need a DHL eCommerce account set up for the API. DHL eCommerce assigns the client ID and password when it subscribes you to the API, along with your pickup account ID. AeroChat uses them to get an access token. DHL eCommerce has a test environment for trying the workflow before you go live.
Shipments created through the label API are confirmed to DHL eCommerce with a close-out, either by your team or automatically if DHL eCommerce has turned on auto close-out for your account. Tracking events appear as DHL eCommerce records them. The customer asks, and AeroChat answers from the latest events.
You describe the workflow in your own words, for example “when a customer confirms an order, create the DHL eCommerce shipment and send them the tracking number”. AeroChat builds the workflow as a draft and asks for the DHL eCommerce keys by name. You enter them in the AeroChat dashboard. They never pass through the conversation.
Shipping is billed to your own DHL eCommerce account. AeroChat does not pay for shipping.
Workflows to copy
Five ready-made workflows for DHL eCommerce. Copy one into AeroChat, add your DHL eCommerce keys, and it runs on every channel.
1. Track a parcel in chat
Copy this into AeroChat
When a customer asks where their parcel is, ask for their order number. Find the DHL eCommerce shipment for that order and read its tracking events. Reply with the latest status in one line, with where and when it happened. If it is delivered, say when. If the events show a failed delivery or a return, tell them what DHL eCommerce shows and hand the conversation to our team. Never share another customer’s details.
2. Create the shipment and label
Copy this into AeroChat
When a customer confirms an order, confirm the items and read back the recipient’s name, phone and full address. Create a DHL eCommerce shipment with the order number as the shipment reference, the parcel weight and contents from our knowledge base and our usual product code. Save the label for our team to print. Send the customer the tracking number and tell them when we usually hand parcels to DHL. Reply in the customer’s language.
3. Book a pickup
Copy this into AeroChat
When our team asks in the chat for a pickup, or when a shipment is created after 4pm (example), request a DHL eCommerce pickup for the next working day from our warehouse address. If DHL returns a time window, tell our team the window. If the window is not available, list the windows DHL offers and ask which one to book.
4. Collect cash on delivery
Copy this into AeroChat
When a customer chooses cash on delivery, confirm the total they will pay the courier. Create the DHL eCommerce shipment with that amount as the cash on delivery value. Tell them the amount to have ready and that the courier will collect it when the parcel arrives. If cash on delivery is not available for their address, tell them and offer a payment link instead.
5. Change delivery details before handover
Copy this into AeroChat
When a customer wants to correct the address or phone number on an order, check whether the parcel has been handed to DHL eCommerce. If not, read back the new details, update the shipment with the same shipment ID, and tell our team to print the new label. If the parcel has already left us, do not change it. Tell the customer and hand the conversation to our team.
Who uses it
Online stores and brands that ship domestic or cross-border parcels with DHL eCommerce use it for tracking questions, orders confirmed in chat and pickups. These recipes fit a business that ships parcels:
- Order tracking for fashion stores
- Order tracking for beauty stores
- Order status and delivery for B2B suppliers
What stays in DHL eCommerce
DHL eCommerce stays your record of shipments. Labels, close-outs, pickups, billing and delivery history live there, and DHL carries out the delivery. Every shipment AeroChat creates appears in DHL eCommerce like any other.
AeroChat handles the conversation. It creates shipments, books pickups and answers tracking questions as your recipe asks, and leaves the rest to DHL eCommerce and your team.
WhatsApp workflows that use DHL eCommerce
These end-to-end WhatsApp workflows run with DHL eCommerce behind them. See them all in the WhatsApp workflows library.
- WhatsApp Order Tracking That Answers From Your Store Data
- WhatsApp Delivery Updates From Your Order and Shipping Data
- WhatsApp COD Confirmation
- WhatsApp Order Changes and Cancellations Within Your Rules
Questions
Does AeroChat work with DHL eCommerce?
Yes. It connects through the DHL eCommerce Asia API with the client ID and password from your own DHL eCommerce account. It is not a DHL product, and AeroChat has no partnership with DHL.
Can customers track a DHL eCommerce parcel on WhatsApp?
Yes. AeroChat finds the shipment for the customer’s order, reads DHL eCommerce’s tracking events and replies with the latest status in the same chat.
Do I need to write code?
No code needed. You describe the workflow in your own words, add your DHL eCommerce client ID and password in the dashboard, and AeroChat builds the connection from your description and shows a checklist of what is left to do.
Which plan do I need?
On the DHL eCommerce side, you need a DHL eCommerce account set up for the API, with the client ID, password and pickup account ID DHL assigns. Shipping is charged to that account. On the AeroChat side, workflows via Skills are on every plan, with a 7-day free trial. Choose by message volume: 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 DHL eCommerce to your chat
Paste the tracking recipe, add your DHL eCommerce test credentials, and ask your own chat where a parcel is.
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Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect DHL eCommerce for you, free. See plans.
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