Answer "Where Is My Parcel?" on WhatsApp with 17TRACK

Yes. AeroChat works directly with 17TRACK. When a shopper asks where their parcel is, it reads the latest event for the tracking number from 17TRACK and tells them what happened, where and when, in plain words.

This recipe answers “where is my parcel right now?” and “why hasn’t it moved?” in chat, from 17TRACK. Part of connecting 17TRACK to WhatsApp and AI chat.

What happens today

A shopper opens the tracking page and sees a line of carrier jargon: “Arrived at facility”, “Processing at destination”, “Customs clearance”. They are not sure whether the parcel is close, stuck or lost, so they message you. Your team reads the same line and translates it by hand, often after the shopper has already asked twice.

The flow that works

The shopper asks where their parcel is.
AeroChat finds the order in Shopify and reads the latest event for its tracking number from 17TRACK.
It replies with what happened, the place and the time, and explains any jargon.
If the parcel looks stuck or shows a problem, it hands the conversation to your team with the details.

What it looks like on WhatsApp

Customer: Where’s my parcel? Order 4977. It hasn’t changed since Monday. (example)

AeroChat: Your parcel arrived in Singapore on Monday at 2:05 pm and is waiting for customs clearance. That is a normal check and can take a few days. Once it clears, it goes to the local carrier for delivery. If it has not moved by Friday, message us here and our team will check with the carrier.

In 17TRACK: nothing changes. AeroChat read the latest event, the status and the sub-status for that tracking number.

The recipe

Copy this into AeroChat

When a shopper asks where their parcel is, follow these steps.

Find the order in Shopify by order number, email or phone, and take its tracking number.

Read the latest event for that number from 17TRACK.

Reply with what happened, the place and the date and time, in one sentence.

If the event uses carrier jargon, explain it in plain words with the next step.

If there are no events yet, explain that the carrier has the label but has not scanned the parcel.

If the last event is older than 7 days (example), or the status is an exception or a return, apologize and hand the conversation to our team with the order number, tracking number, carrier and last event.

Never guess where a parcel is beyond what 17TRACK shows. Reply in the customer’s language.

Change the number of days and the handover rule to match your store 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 find orders and their tracking numbers.
17TRACK. Sign up for the 17TRACK Tracking API at api.17track.net, open Settings in the API dashboard and copy your key. Paste it in when AeroChat asks.
Your knowledge base. Add a few lines on how customs and failed deliveries usually go for your shipping routes, so the explanations match your store.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect 17TRACK, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from 17TRACK’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 many days without movement counts as stuck.
What AeroChat says about customs and failed deliveries on your routes.
Who on your team gets the parcels that need a person.

The result to expect

Shoppers understand where their parcel is and what happens next, without decoding carrier jargon. Your team only sees the parcels that are actually stuck, with the tracking details already in the conversation.

Measure it with your own numbers: tracking questions answered without a person, and handovers for delivery problems, for a month before and after.

Next: see every 17TRACK workflow, including orders shipped in several parcels.

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 17TRACK connection behind it. See what each channel does on the 17TRACK integration page.

Tell shoppers where their parcel is in chat

Install AeroChat, paste the recipe, add your 17TRACK key, and ask your own chat where your last parcel is.

Install AeroChat on Shopify

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