Automate Order Confirmation in Chat
Send the order confirmation in the chat, and answer whatever the customer replies. When an order is placed, AeroChat sends the confirmation with the items, total and delivery method on WhatsApp, or in the conversation where the customer bought. When the customer replies, it answers from the order in your store and makes small changes within your rules, such as a delivery note.
What the customer asks
A confirmation email often lands in a promotions folder. Customers who do not see it message you to check.
- “Did my order go through?”
- “I didn’t get a confirmation email.”
- “Can you leave it with the guard?”
- “When will it ship?”
- “Can I add one more item?”
What AeroChat does, step by step
- At checkout, the customer opts in to order updates on WhatsApp. Your store saves the opt-in with the order.
- When the order is created, your store sends it to AeroChat.
- AeroChat reads the order: name, order number, items, total, delivery method and the opt-in. With no opt-in, it sends nothing on WhatsApp.
- It sends your approved utility template with the order details and the order status link. For orders taken in chat, it confirms in the same conversation.
- When the customer replies, it answers from the order record: what was ordered, when it ships, how to pay if payment is pending.
- It writes small changes back to the order, such as a delivery note, within your rules.
- Bigger changes, such as adding items to a packed order, go to your team with the order attached.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat reads the new order and writes delivery notes back to it.
- WhatsApp templates. A message your business starts outside the 24-hour customer service window needs the customer’s opt-in and an approved template. See WhatsApp message templates.
- Payment, if money changes hands. Airwallex is built in for payment links in the chat, confirmed automatically when the customer pays. No Airwallex account yet? Open one here.
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 it looks like on WhatsApp
AeroChat: Hi Sam, thanks for your order #8015: 1 ceramic mug set, US$36, standard delivery (example). Track it here: [link]
Customer: Thanks! Can the courier leave it with the building guard?
AeroChat: Yes. I’ve added “Leave with the guard” to your order. It ships within 2 business days (example).
In your store: order #8015 has the delivery note “Leave with the guard” and a note that the WhatsApp confirmation was sent.
The recipe
Copy this into AeroChat
When a new order is created, follow these steps.
- If the customer opted in to WhatsApp order updates, send our approved template order_confirmed (example) with their name, order number, items, total, delivery method and the order status link.
- If they did not opt in, send nothing on WhatsApp.
- If they reply, answer from the order: items, total, payment status and when it ships. We ship within 2 business days (example).
- If they ask for a delivery note, add it to the order and confirm.
- If they want to add or change items, hand the conversation to our team with the order number.
- Add a note to the order that the confirmation was sent.
Never promise a delivery date. Give our dispatch time and the courier’s estimate only. Reply in the customer’s language.
Use the template name you got approved, and your own dispatch time.
Where it runs
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Shopee and Lazada chat, Telegram, your web chat and email. It uses the same store connection and the same rules on every channel, so a customer gets the same answer wherever they ask.
Channel versions: order confirmation on WhatsApp, and the ready-to-copy templates for WhatsApp, Instagram and Messenger.
Related: WhatsApp order confirmations for Shopify and order status in chat.
Questions
Do I need the customer’s permission to send a WhatsApp confirmation?
Yes. A message your business starts on WhatsApp needs the customer’s opt-in and an approved template. A utility template fits an order confirmation.
Can it confirm orders on Instagram or Messenger?
Yes, inside the conversation the customer started. Instagram and Messenger let a business reply within 24 hours of the customer’s last message, so confirmations there go to customers who ordered in the chat.
What if the customer wants to change the order after confirming?
AeroChat handles small changes within your rules, such as a delivery note or an address before packing. Item changes go to your team.
Which plan do I need?
Workflows via Skills are on every plan, with a 7-day free trial. Plans differ by AI response volume and seats. Payment links and WhatsApp broadcasts are on Growth and above. See plans.
Confirm every order where your customer reads it
Start the trial, connect your store and paste the confirmation recipe. Then place a test order with your own number.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.