Connect ParcelPanel to WhatsApp and AI Chat for Shopify
Yes. AeroChat works directly with ParcelPanel. It reads order tracking from ParcelPanel through its API, with shipment status, checkpoints, estimated delivery and the tracking link, and answers shoppers on WhatsApp, Instagram, web chat and every other channel they use.
ParcelPanel, now listed on the Shopify App Store as CWILL Order Tracking, tracks your Shopify shipments across many carriers and gives every order a tracking page. “Where is my order?” is still the question your inbox gets most. AeroChat answers it on WhatsApp, Instagram, Messenger, Telegram, web chat or email, from the tracking data ParcelPanel already holds. Your Shopify store is built into AeroChat, and ParcelPanel connects through its public API. You describe the workflow in your own words, AeroChat builds it, and ParcelPanel stays the place your tracking runs.
What you can do with ParcelPanel and AeroChat
- Answer “where is my order?”. AeroChat finds the order in ParcelPanel by its order number and replies with the shipment status and the latest update in one or two lines.
- Answer “where is my parcel right now?”. AeroChat reads the checkpoints for the shipment and tells the shopper the last scan, when it happened and which carrier has the parcel, including the last-mile carrier where there is one.
- Send the tracking link. AeroChat reads the order’s tracking link from ParcelPanel and sends it in the chat, so the shopper can follow the parcel themselves.
- Answer “when will it arrive?”. AeroChat reads the estimated delivery date ParcelPanel holds for the order and gives it, labeled as an estimate.
- Explain split shipments. When an order ships in more than one parcel, AeroChat reads each shipment and tells the shopper which items are in which parcel and where each one is.
- Pass delivery problems to your team. When the status shows a failed delivery, an exception or a parcel waiting for pickup, AeroChat explains it in plain words and hands the conversation to your team with the tracking details attached.
What it looks like on WhatsApp
Customer: Hi, where’s my order? It’s #10482. (example)
AeroChat: Your order #10482 is in transit with DHL Express. The last update was this morning at 8:12: “Shipment has departed from a DHL facility”. The estimated delivery is Thursday, 14 November. Would you like the tracking link?
In ParcelPanel: nothing changes. AeroChat read the order’s tracking status, latest checkpoint, carrier and estimated delivery date.
Customer: I only got half my order?? (example)
AeroChat: Your order #10519 was sent in two parcels. The first, with the Coastline tee and socks, was delivered yesterday. The second, with the Coastline hoodie, is in transit with DHL Express and is expected on Friday. Here is the tracking link for both parcels.
In ParcelPanel: nothing changes. AeroChat read both shipments on the order and the products in each.
Works on every chat channel
Your shoppers message you wherever they already are. The same ParcelPanel connection and the same workflows run on each of these channels, and ParcelPanel stays the record whichever one they use.
| Channel | What your shoppers can do |
|---|---|
| Message your WhatsApp Business number to track an order, ask where a parcel is, get the tracking link or ask when it will arrive. 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. |
| 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 syncs your products and looks up orders, checking the customer’s email or phone number first. ParcelPanel connects through its tracking API, documented at docs.parcelpanel.com. AeroChat asks it for the tracking of one order at a time, by your Shopify order number.
- What AeroChat reads from ParcelPanel: an order’s tracking by order number, with each shipment’s status and detailed sub-status, tracking number, carrier name and contact, last-mile carrier where there is one, checkpoints with time and detail, estimated delivery date, the products in each shipment, and the order’s tracking link.
- What AeroChat writes to ParcelPanel: nothing. The tracking API is for reading order tracking. Your shipments and tracking page settings stay in ParcelPanel.
To connect, open your ParcelPanel admin, go to Integration and copy the key in the API Key section. ParcelPanel’s API documentation does not name a plan for API access. If you do not see the API Key section, ask ParcelPanel support. ParcelPanel also offers webhooks for tracking events. AeroChat answers when the shopper asks, and does not send timed tracking messages on its own.
You describe the workflow in your own words, for example “when a shopper asks where their order is, check it in ParcelPanel and reply with the status and latest update”. AeroChat builds the workflow as a draft and asks for the ParcelPanel API key by name. You enter it in the AeroChat dashboard. It never passes through the conversation.
Workflows to copy
Six ready-made workflows for ParcelPanel. Copy one into AeroChat, add your ParcelPanel API key, and it runs on every channel.
1. Answer “where is my order?”
Copy this into AeroChat
When a customer asks where their order is, ask for the order number and the email or phone number on the order, and check they match in Shopify. Get the order’s tracking from ParcelPanel. Reply in one or two lines with the status, the carrier, the latest update and when it happened. 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 right now?”
Copy this into AeroChat
When a customer asks where their parcel is right now, or says it has not moved, get the order’s tracking from ParcelPanel after checking the order details match in Shopify. Read the checkpoints and tell them the last scan, the place, the time and the carrier. If a last-mile carrier has taken over, name it. If there has been no new scan for 5 days (example), say so plainly and hand the conversation to our team with the tracking number.
3. Send the tracking link
Copy this into AeroChat
When a customer asks for their tracking link or tracking number, check the order number and email or phone number match in Shopify. Get the order’s tracking from ParcelPanel and send the order’s tracking link, with the carrier and tracking number underneath. If the order has not shipped yet, say the link will work once it ships.
4. Answer “when will it arrive?”
Copy this into AeroChat
When a customer asks when their order will arrive, get the order’s tracking from ParcelPanel and read the estimated delivery date. Give it as an estimate, for example “expected Thursday, 14 November” (example). If there is no estimate, give our usual delivery times for their country from the knowledge base. Never promise a delivery date.
5. Explain split shipments
Copy this into AeroChat
When a customer says part of their order is missing, get the order’s tracking from ParcelPanel and read every shipment on it. Tell them how many parcels there are, which products are in each, and the status of each one. If an item is in no shipment, check the order in Shopify. If it is still unfulfilled, say so and give our dispatch time. If it is fulfilled but not in any parcel, hand the conversation to our team.
6. Pass delivery problems to your team
Copy this into AeroChat
When the tracking in ParcelPanel shows a failed delivery attempt, an exception, a parcel returning to sender or a parcel waiting at a pickup point, explain what it means in one plain sentence. For a pickup point, give the details from the latest checkpoint. For anything else, tell the customer our team will help, and hand the conversation over with the order number, tracking number, carrier and latest checkpoint. Do not offer a refund or a reshipment yourself.
Who uses it
Shopify stores that ship with several carriers, or across borders, use ParcelPanel to give shoppers one place to follow their parcel. These recipes fit a store that runs on Shopify and ParcelPanel:
- Fashion stores: order tracking and returns and exchanges.
- Beauty stores: order tracking and returns and exchanges.
What stays in ParcelPanel
ParcelPanel stays your record of shipment tracking. Carrier detection, your branded tracking page, shipping notifications, estimated delivery settings and tracking analytics all live there. AeroChat does not change anything in ParcelPanel.
AeroChat handles the conversation. It reads tracking to answer “where is my order?” on every channel, sends the tracking link and passes delivery problems to your team.
WhatsApp workflows that use ParcelPanel
These end-to-end WhatsApp workflows run with ParcelPanel 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 Returns and Refunds Checked Against Your Policy
Questions
Does AeroChat work with ParcelPanel?
Yes. It connects through ParcelPanel’s public tracking API with the API key from your own ParcelPanel admin. It is not a ParcelPanel product, and AeroChat has no partnership with ParcelPanel or with any carrier.
Is ParcelPanel the same app as CWILL Order Tracking?
Yes. ParcelPanel’s Shopify app now appears on the Shopify App Store as CWILL Order Tracking, and its documentation calls it CWILL Tracking. The API and the API key work the same way.
Does AeroChat send shipping updates by itself?
No. AeroChat answers when a shopper asks. ParcelPanel keeps sending its own shipping notifications as you set them up.
Which plan do I need?
On the ParcelPanel side, you need the API key from the Integration section of your admin. 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 order tracking recipe, add your ParcelPanel API key, and ask your own chat where a recent order is.
7-day free trial.