Answer Twice Commerce Order and Payment Questions on WhatsApp

Yes. AeroChat works directly with Twice Commerce. It finds the customer’s order in Twice and answers in the chat with the items, the pickup and return times and location, and what has been paid and is still open.

This recipe answers the questions your shop hears every day, “what time do I collect?” and “did my payment go through?”, without anyone opening Twice to look. Part of connecting Twice Commerce to WhatsApp and AI chat.

What happens today

A customer cannot find the confirmation email and wants to know which shop to go to. Another paid on the checkout page and wants to be sure it worked. A third wants to know when the bikes are due back. Each question lands on WhatsApp, and someone at the counter stops serving to find the order in Twice and type the answer.

The flow that works

AeroChat finds the customer in Twice by the email they give.
It reads their orders and asks which one they mean if there is more than one.
It replies with the order number, the items, the pickup and return times and the pickup location.
When asked about payment, it reads the payments and invoices on the order and says what has been paid and what is still open.
For refunds, damage or disputes, it hands the conversation to your team.

What it looks like on WhatsApp

Customer: Hi, I booked snowboards for this weekend. Did my payment work, and where do I pick up? (example)

AeroChat: Yes, your payment of 140 for order 4127 went through. Pick up 2 snowboards and boots at our village shop on Saturday from 8am. Return is Sunday by 5pm.

In Twice: nothing changes. AeroChat read the order and its payments after checking they belong to this customer.

The recipe

Copy this into AeroChat

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

Ask for the email they booked with if we do not have it, and search Twice customers. If you cannot find them, ask for the order number. If you still cannot find it, hand the conversation to our team.

Read their orders. If they have more than one, list them by order number and dates and ask which one they mean.

Reply with the order number, the items, the pickup and return times and the pickup location.

If they ask about payment, read the payments and invoices on the order. Tell them what has been paid and whether anything is still open. If the order is unpaid, offer to send a new checkout link.

Check every order belongs to the customer messaging before you share anything. For refunds, damage or disputes, hand the conversation to our team. Reply in the customer’s language.

Change who gets each kind of handover before you paste it.

What to connect

Twice Commerce. A Twice admin goes to Settings, then Integrations & API, and clicks Create key. Choose Limited access with read on orders, customers and order payments, and write on order details if AeroChat should also send new checkout links. Copy the key straight away and paste it in when AeroChat asks. Twice’s Admin API is in early access (Twice calls it alpha), so some endpoints may still change.
Your knowledge base. Add your shop addresses, opening hours, late return rules and refund policy, so AeroChat can answer the questions that follow.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Twice, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Twice’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 payment details AeroChat shares.
How customers confirm who they are before AeroChat answers.
Who gets the handover for refunds, damage and disputes.

The result to expect

Customers get pickup details, return times and payment status straight from Twice, at any hour. Your counter stops looking up orders for every question and spends the time with the customers in front of it.

Measure it with your own numbers: order questions answered without a person, and missed pickups, for a month before and after.

Next: book Twice Commerce rentals from WhatsApp.

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

Answer your first order question from chat

Paste the recipe, add your Twice API key, and message your own number asking about one of your orders.

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