Automate Order Status in Chat
Answer “where is my order?” in seconds, from the order itself. AeroChat verifies the customer, finds the order in your store, reads the fulfillment status and tracking number, checks the latest courier scan, and replies with the status, the delivery estimate and the tracking link. Lost or stuck parcels go to your team. It works on WhatsApp, Instagram, Messenger, TikTok Shop buyer chat, web chat and every other channel.
What the customer asks
Order status is the question online stores get most. It is known as WISMO, short for “where is my order?”.
- “Where is my order?”
- “It’s been a week and nothing.”
- “The tracking hasn’t moved in 3 days.”
- “It says delivered but I don’t have it.”
- “Has my order shipped yet?”
What AeroChat does, step by step
- The customer asks. AeroChat asks for the order number and the email or phone number on it, and verifies them. Orders are never stored.
- It reads the order from your store: payment, fulfillment status, courier and tracking number.
- If it has shipped, it checks the latest scan with your tracking app or courier.
- It replies in one message: the status, the last scan with place and time, the delivery estimate and the tracking link.
- If it has not shipped, it gives your dispatch time for that order.
- If tracking has not moved for longer than you allow, or it shows delivered and the customer has nothing, it hands the conversation to your team with the order and the tracking history.
The systems it uses
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat verifies the customer and reads the order, fulfillment and tracking number.
- Your tracking app or courier. AfterShip, 17TRACK, ParcelPanel and Track123 connect through their APIs. POS Malaysia is built in for sellers in Malaysia.
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
Customer: Where’s my order? #9120 (example)
AeroChat: Can you confirm the email you ordered with?
Customer: kim@example.com
AeroChat: Thanks, Kim. Order #9120 shipped on Monday. The last scan was at the Chicago sorting center this morning, and it is due on Thursday (example). Track it here: [link]
In your store: nothing changes. AeroChat only read the order and the tracking.
The recipe
Copy this into AeroChat
When a customer asks where their order is, follow these steps.
- Ask for the order number and the email or phone number on the order, and verify them.
- If the order has not shipped, tell them it ships within 2 business days of payment (example).
- If it has shipped, get the latest tracking scan and reply with the status, the last scan with place and time, the delivery estimate and the tracking link.
- If tracking has not updated for 5 days (example), apologize, tell them what the tracking shows and hand the conversation to our team.
- If it shows delivered but the customer does not have it, ask them to check with neighbors and the building, then hand the conversation to our team.
Never guess a delivery date. Never share another customer’s order details. Reply in the customer’s language.
Change the dispatch time and the number of days before handover to your own.
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.
On marketplaces, AeroChat answers delivery questions from your policies and points the buyer to the marketplace’s own tracking.
Channel versions: WhatsApp, Instagram and Messenger.
For your store platform: Shopify, WooCommerce and Wix Stores.
Related: how to reduce WISMO tickets and what to tell customers when tracking is not updating.
Questions
How does AeroChat check it is the right customer?
It matches the order number with the email or phone number on the order before it shares anything. Orders are never stored.
Does it work with my courier?
If your tracking app or courier has a public API, yes. AfterShip, 17TRACK, ParcelPanel and Track123 cover many carriers at once. POS Malaysia is built in.
Can it send delivery updates without being asked?
Where your tracking app sends status changes by webhook, AeroChat can pass them on to customers who opted in, using an approved template on WhatsApp.
How do I set this up?
Sign up for the 7-day free trial and connect your store. Connect AeroChat to your AI assistant, such as Claude, ChatGPT or Gemini, and describe the workflow, or paste the recipe above. AeroChat builds it as a draft. Add the keys for any other system it names, then turn the workflow on. No code needed.
Stop answering “where is my order?” by hand
Start the trial, connect your store and paste the order status recipe. Then ask your own chat where a test order is.
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.