Answer WhatsApp Order Questions from Airtable

This recipe answers order questions in chat from your Airtable Orders table, and records simple changes such as a new delivery address on the same record. Part of connecting Airtable to WhatsApp and AI chat.

What happens today

Your team tracks every order in Airtable, from paid to packed to delivered. When a customer asks on WhatsApp where their order is, someone searches the base and types a reply. Address changes arrive in the chat and get missed before the order ships.

The flow that works

The customer asks about their order.
AeroChat asks for the order number and finds it in your Orders table.
It checks the phone number or email on the record matches the customer.
It replies with the status and delivery date.
If the order has not shipped and they want a new address, it updates the record.

The recipe

Copy this into AeroChat

When a customer asks about their order, follow these steps.

Ask for their order number, if they have not given it.

Find the record in our Orders table in Airtable (example). Check that the Phone or Email on the record matches the customer before sharing anything.

Tell them the Status and the Delivery date, for example “Packed, delivery on 14 November” (example).

If they want to change the delivery address and Status is Paid or Packing (example values), ask for the full new address, update the Address field and add “Address changed in chat” to the Notes field. If the order has shipped, tell them it is too late to change and hand the conversation to our team.

If there is no matching record, ask them to check the number once, then hand over to our team.

Never share an order with someone whose phone or email does not match the record. Reply in the customer’s language.

Change the table, field and status names to the ones your base uses before you paste it.

What to connect

Airtable. Create a personal access token with read and write access to records and read access to the base schema, add the base with your Orders table, and paste the token in when AeroChat asks.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Airtable, then switch it on. If it built the connection from Airtable’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

Which fields the customer may see.
Which changes AeroChat makes itself, and until which status.
Who gets the handover.

The result to expect

Customers get their order status in seconds at any hour, and address changes are on the record before the order ships. Your team handles exceptions instead of every status question.

Measure it with your own numbers: order questions answered without your team, and orders sent to an old address, for a month before and after.

Next: send chat leads to Airtable.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Airtable connection behind it. See what each channel does on the Airtable integration page.

Answer your first order question from Airtable

Paste the recipe, add your Airtable token, and ask about a test order in the chat.

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On Shopify? Install AeroChat from the Shopify App Store.