Answer Keap Order and Subscription Questions on WhatsApp

This recipe answers customers who ask what they bought, when their subscription renews or how to change it, using what Keap already holds. Part of connecting Keap to WhatsApp and AI chat.

What happens today

Customers message to ask when their next payment is due, whether their order went through, or how to pause a membership. Each one means someone opening Keap, finding the contact and reading the order history. Simple questions wait in a queue behind the ones that need a person.

The flow that works

The customer asks about an order, payment or subscription.
AeroChat finds their contact in Keap by email or phone.
It reads their recent orders and active subscriptions.
It answers with what they bought, the status and the next billing date.
If they want to cancel or change something, it creates a task for your team.

The recipe

Copy this into AeroChat

When a customer asks about an order, a payment, a membership or a subscription, follow these steps.

Find their contact in Keap by the email they give. If they have not given one, ask: “What email did you use when you signed up?”

Read their orders from the last 12 months and their active subscriptions.

Tell them what they bought, the order date and whether it is paid.

For a subscription, tell them the product, the billing amount and the next billing date.

If they want to cancel, pause or change a subscription, create a task on the contact titled Subscription change with exactly what they asked for. Tell them our team will confirm within one working day (example).

If they report a payment problem or ask for a refund, hand the conversation to our team.

Only share these details if the phone number they message from, or the email they give, matches the record. If it does not match, ask for the email on their account and check again. If it still does not match, hand the conversation to our team. Never change or cancel a subscription yourself. Reply in the customer’s language.

Change the reply time and the task title to the ones your team uses before you paste it.

What to connect

Keap. An admin creates a Service Account Key in Settings, then API Settings, and pastes it in when AeroChat asks. The key needs access to contacts, orders and subscriptions.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Keap, then switch it on. If it built the connection from Keap’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 order and subscription details AeroChat shares.
Which requests become a task and which go straight to a person.
How long your team takes to confirm a change.

The result to expect

Customers get answers about their orders and subscriptions in the chat, and your team only handles the changes and payment problems.

Measure it with your own numbers: order and subscription questions answered without a handover, and time to reply, for a month before and after.

Next: answer order and subscription questions.

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

Let customers check their orders in chat

Paste the recipe, add your Keap key, and ask about a test order in the chat.

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On Shopify? Install AeroChat from the Shopify App Store.