Track My Order on WhatsApp with ShipBob
Yes. AeroChat works directly with ShipBob. When a customer asks to track their order, AeroChat finds the shipped order in ShipBob, reads the carrier, tracking number and latest tracking status, and explains in plain words where the parcel is.
This recipe answers “where is my order?” after it has left the fulfillment center, with the status ShipBob gets from the carrier, such as in transit, out for delivery or delivered. Part of connecting ShipBob to WhatsApp and AI chat.
What happens today
The tracking email went to a promotions folder, or the customer opened the carrier page and could not make sense of it. They message you to ask where the order is. Your team looks it up in ShipBob, opens the carrier site and copies the status back. When a parcel shows delivered but the customer has not got it, the same order comes back two or three times.
The flow that works
- The customer asks where their order is.
- AeroChat verifies the order in Shopify by the email or phone number on it.
- It finds the order in ShipBob and reads the tracking for each shipment: carrier, tracking number, tracking link and status.
- It replies with the status in plain words and the tracking link.
- If the order has not shipped yet, it says which step it is at instead.
- If the parcel shows delivered but the customer has not received it, or the status shows a problem, it hands the conversation to your team.
What it looks like on WhatsApp
Customer: Where’s my order? #48203 (example)
AeroChat: Your order is out for delivery with UPS today. Tracking number 1Z999AA10123456784 (example). You can follow it here: https://www.example.com/tracking/1Z999AA10123456784 (example)
Customer: Great, thanks!
In ShipBob: nothing changes. AeroChat read the shipment’s carrier, tracking number and tracking status.
The recipe
Copy this into AeroChat
When a customer asks to track an order or asks where it is, follow these steps.
- Ask for the order number and the email or phone number on the order, and verify the order in Shopify.
- Find the order in ShipBob by the Shopify order number and read the tracking for each shipment.
- Reply with the status in plain words, the carrier, the tracking number and the tracking link.
- If the order has not shipped, say which step it is at and that tracking follows once it ships.
- If the order is in more than one parcel, give the status of each.
- If the status shows delivered but they say they have not received it, or the carrier shows a problem, apologize, and hand the conversation to our team with the order and the tracking details.
Never invent a delivery date. Reply in the customer’s language.
Change the handover rules to match how your team handles lost or late parcels 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 verify the order.
- ShipBob. Sign in as the account’s main user, go to Integrations, then API Tokens, and choose Generate New Token. Paste it in when AeroChat asks.
ShipBob can also send tracking events, such as shipped, tracking updated and delivered, to a webhook. Where you set that up, AeroChat can pass a status change on to the customer in the conversation they started.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect ShipBob, then switch it on. If it built the connection from ShipBob’s public documentation at developer.shipbob.com, 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 tracking problems go to your team, such as delivered but not received.
- Whether AeroChat sends the tracking link or only the status.
- What AeroChat may offer for a late parcel, if anything.
The result to expect
Customers get a clear answer about their parcel in the chat, in their language, at any hour. Your team stops copying tracking from ShipBob into the inbox.
Measure it with your own numbers: tracking questions answered in chat without your team, for a month before and after.
Next: see the shorter parcel status recipe and every ShipBob workflow. For orders shipped outside ShipBob, see order status on Shopify.
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 ShipBob connection behind it. See what each channel does on the ShipBob integration page.
Track your first order in chat
Install AeroChat, paste the recipe, add your ShipBob token, and ask your own chat where your last order is.
7-day free trial.