Connect 17TRACK to WhatsApp and AI Chat for Shopify
Yes. AeroChat works directly with 17TRACK. It finds the tracking number on the Shopify order, registers it with 17TRACK if needed and reads the latest status, last scan and delivery estimate through the 17TRACK Tracking API, on WhatsApp, Instagram, web chat and every other channel your shoppers use.
“Where is my order?” is the question every Shopify store answers most. With 17TRACK behind AeroChat, a shopper on WhatsApp, Instagram, Messenger, Telegram, web chat or email asks once and gets the real answer: the current status, where the parcel was last scanned and when it should arrive. Your Shopify store is built into AeroChat, and 17TRACK connects through its public Tracking API. You describe the workflow in your own words, AeroChat builds it, and your team only sees the parcels that need a person.
What you can do with 17TRACK and AeroChat
- Answer “track my order”. AeroChat finds the order in Shopify by order number, email or phone, takes the tracking number from the fulfillment and reads its status from 17TRACK.
- Answer “where is my parcel?”. AeroChat replies with the last scan from 17TRACK: what happened, where and when.
- Give a delivery status update on request. When a shopper asks for an update, AeroChat reads the latest status and the estimated delivery window and explains it in one or two lines.
- Explain a confusing status in plain words. “Customs processing”, “available for pickup” or a failed delivery attempt gets a short explanation and the next step, from the status and sub-status 17TRACK returns.
- Pass delivery problems to your team. When a parcel shows an exception, or says delivered but the shopper has nothing, AeroChat hands the conversation to your team with the order and tracking details attached.
- Track orders shipped in several parcels. If an order has more than one tracking number, AeroChat reads each one and says which items have arrived and which are still on the way.
- Fix a wrongly detected carrier. 17TRACK detects the carrier automatically. If your team knows it picked the wrong one, AeroChat can change the carrier for that number through the API so the status comes back right.
What it looks like on WhatsApp
Customer: Hi, where is my order #4821? (example)
AeroChat: Your order #4821 shipped on 6 November. It is in transit and was last scanned at the sorting center in Los Angeles this morning. The estimated delivery is 12 to 14 November.
In 17TRACK: nothing changes. AeroChat read the status, last event and delivery estimate for the tracking number on that Shopify order.
Customer: My tracking says “customs processing” for three days. Is something wrong? (example)
AeroChat: Nothing is wrong yet. Your parcel is being checked by customs in the destination country, which can take a few days. It was last updated yesterday at 4:10 pm. If it has not moved by Friday, message us here and our team will look into it.
In 17TRACK: nothing changes. AeroChat read the status and sub-status and explained them.
Customer: It says delivered but there’s nothing at my door. (example)
AeroChat: I’m sorry about that. The carrier marked it delivered today at 11:32 am in Austin. I’ve passed this to our team with your order and tracking details, and they will reply here.
In 17TRACK: nothing changes. AeroChat read the delivery event and handed the conversation to your team.
Works on every chat channel
Your shoppers message you wherever they already are. The same 17TRACK connection and the same workflows run on each of these channels, and 17TRACK stays the source of tracking data whichever one they use.
| Channel | What your shoppers can do |
|---|---|
| Message your WhatsApp Business number to track an order, ask where the parcel is, get the delivery estimate or report a delivery problem. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Ask the same questions in the chat on your Shopify store, on any page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
There are two parts. Your Shopify store is built into AeroChat: you install AeroChat from the Shopify App Store and connect the store in the dashboard, and it looks up orders and the tracking numbers on their fulfillments. 17TRACK connects through its public Tracking API, documented at api.17track.net. Through it, AeroChat registers tracking numbers and reads their status, events and delivery estimate.
- What AeroChat reads from 17TRACK: the latest status and sub-status of a tracking number, the latest event with its time, description and location, the milestones, the estimated delivery window, the detected carrier, your list of registered numbers and your remaining quota.
- What AeroChat writes to 17TRACK: new tracking numbers to register, carrier corrections, and requests to stop or restart tracking a number.
The 17TRACK Tracking API is a separate 17TRACK product from the 17TRACK Order Tracking app in the Shopify App Store, with its own account and its own plans. To connect, sign up at api.17track.net, log in to the API dashboard, open Settings and copy your key. New API accounts get a one-time allowance of 200 free tracking numbers, and after that you need a paid 17TRACK API plan (as of November 2026). 17TRACK can also push status changes to a webhook URL you set in the same Settings page. Where you point that webhook at AeroChat, a shopper who asked about a parcel can get the new status in the same chat.
You describe the workflow in your own words, for example “when a shopper asks where their order is, find it in Shopify, check the tracking number in 17TRACK and tell them the status and the delivery estimate”. AeroChat builds the workflow as a draft and asks for the 17TRACK key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Seven ready-made workflows for 17TRACK. Copy one into AeroChat, add your 17TRACK key, and it runs on every channel.
1. Answer “track my order”
Copy this into AeroChat
When a shopper asks where their order is, ask for the order number or the email or phone number on the order. Find the order in Shopify and take the tracking number from its fulfillment. If it is not registered in 17TRACK yet, register it. Read the status from 17TRACK and reply with the status, the last scan and the estimated delivery window in two or three lines. If the order has not shipped yet, say so and give our dispatch time from the knowledge base. Reply in the customer’s language.
2. Answer “where is my parcel?”
Copy this into AeroChat
When a shopper asks where their parcel is right now, find the order in Shopify and read the latest event for its tracking number from 17TRACK. Reply with what happened, the place and the date and time, for example “Arrived at the sorting center in Los Angeles, today at 8:15 am”. If there are no events yet, explain that the carrier has the label but has not scanned the parcel.
3. Give a delivery status update on request
Copy this into AeroChat
When a shopper asks for an update or asks when their order will arrive, read the latest status and the estimated delivery window from 17TRACK. Reply with both in one or two lines. If 17TRACK has no estimate, give the usual delivery time for their area from the knowledge base and say it is a usual time, not a promise. Never promise a delivery date.
4. Explain a confusing status
Copy this into AeroChat
When a shopper asks what a tracking status means, read the status and sub-status from 17TRACK and explain it in plain words with the next step. For customs, say it is a normal check and can take a few days. For a failed delivery attempt, say what the carrier usually does next and how the shopper can rearrange. For available for pickup, give the pickup location from the last event. Keep it to three sentences.
5. Pass delivery problems to your team
Copy this into AeroChat
When 17TRACK shows an exception, a returned parcel or no movement for 7 days (example), or when a shopper says it shows delivered but they have nothing, apologize in one line. Hand the conversation to our team with the order number, the tracking number, the carrier and the last event. Do not offer a refund or a resend yourself.
6. Track orders shipped in several parcels
Copy this into AeroChat
When a Shopify order has more than one fulfillment or tracking number, read each one from 17TRACK. Reply with one line per parcel: which items are in it, its status and its estimated delivery. Make clear which parcels have already been delivered.
7. Fix a wrongly detected carrier
Copy this into AeroChat
When the carrier 17TRACK shows for a tracking number does not match the carrier on the Shopify fulfillment, change the carrier for that number in 17TRACK to the one on the fulfillment, then read the status again and reply to the shopper. If the status is still not found, tell the shopper the carrier has not scanned the parcel yet and hand it to our team if it has been more than 3 days (example).
Who uses it
Shopify stores that ship across borders or through several carriers use tracking in chat to answer “where is my order?” without a person looking it up. These recipes fit a store that runs on Shopify and 17TRACK:
- Fashion stores: order tracking.
- Beauty stores: order tracking.
What stays in 17TRACK
17TRACK stays your source of tracking data. Carrier detection, your registered numbers, your quota, your plan and your webhook settings all live there. AeroChat reads from it and registers new numbers, the same way any API client does.
AeroChat handles the conversation. It finds the order, reads the tracking, explains it to the shopper and passes delivery problems to your team, and leaves the tracking itself to 17TRACK. Learn more about “where is my order” questions.
WhatsApp workflows that use 17TRACK
These end-to-end WhatsApp workflows run with 17TRACK and your Shopify store 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 Human Handover to Your Team Inbox and CRM Owner
Questions
Does AeroChat work with 17TRACK?
Yes. It connects through the 17TRACK Tracking API with the key from your own 17TRACK API account. It is not a 17TRACK product, and AeroChat has no partnership with 17TRACK or with any carrier.
Do I need the 17TRACK Shopify app?
No. AeroChat uses the 17TRACK Tracking API, which is a separate 17TRACK product with its own account. You can keep the 17TRACK Shopify app for your tracking page and emails if you already use it.
Will AeroChat message shoppers every time their parcel moves?
No. The shopper asks and AeroChat answers with the current status. 17TRACK can push status changes to a webhook, and where you point that webhook at AeroChat, a shopper who asked about a parcel can get the new status in the same chat.
Which plan do I need?
On the 17TRACK side, you need a 17TRACK API account. New accounts get a one-time allowance of 200 free tracking numbers, then a paid API plan (as of November 2026). 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.
Answer “where is my order?” in chat
Install AeroChat, paste the tracking recipe, add your 17TRACK key, and ask your own chat where your last order is.
7-day free trial.