Answer Where-Is-My-Parcel Questions on WhatsApp with Onfleet

This recipe answers “where is my delivery?” in chat by looking up the task in Onfleet. Part of connecting Onfleet to WhatsApp and AI chat.

What happens today

Customers message to ask whether the driver has left, when they will arrive, or why the order has not come. Each question means someone opens Onfleet, finds the task and sends the tracking link again. At peak hours these messages pile up while the team is packing orders.

The flow that works

AeroChat asks for the short ID or order number.
It finds the task in Onfleet.
It replies with the task’s status and the tracking link.
If the task is not assigned or has failed, it says so and hands the conversation to dispatch.

The recipe

Copy this into AeroChat

When a customer asks where their delivery is or when it will arrive, follow these steps.

Ask for the short ID from their confirmation message. If they do not have it, ask for their order number and phone number and hand the conversation to our team.

Find the task in Onfleet by its short ID.

If it is assigned or in progress, reply with the status and send the tracking link.

If it is not assigned yet, tell them it is waiting for a driver and give our usual dispatch time.

If it is completed, tell them it was delivered and when.

If it failed, ask for a better time and hand the conversation to our dispatch team.

Never share another customer’s details or the driver’s personal phone number. Reply in the customer’s language.

Change the dispatch time and the handover steps to match your business before you paste it.

What to connect

Onfleet. An admin opens Settings, then API & Webhooks, and creates an API key. Paste it in when AeroChat asks.
Your knowledge base. Upload your delivery hours, dispatch times and redelivery policy to AeroChat so it can add them to the answer.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Onfleet, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Onfleet’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 AeroChat confirms who the customer is.
What it says for each task status.
Who gets failed deliveries.

The result to expect

Customers get their delivery status and tracking link in chat in seconds. Your team stops resending links at peak hours and works on the deliveries that need a person.

Measure it with your own numbers: status questions answered in chat, and status calls to the shop, for a month before and after.

Next: book deliveries from chat.

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

Answer your first delivery question from Onfleet

Paste the recipe, connect Onfleet, and ask your own chat about a test task.

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On Shopify? Install AeroChat from the Shopify App Store.