Answer WhatsApp Status Questions with Zapier and Google Sheets

This recipe answers order and job status questions in chat, from a Google Sheet your Zaps keep up to date. Part of connecting Zapier to WhatsApp and AI chat.

What happens today

Your Zaps already move each order or job between your shop, your delivery service and your team. When a customer asks on WhatsApp where things stand, someone still opens each system, finds the record and types a reply. Questions that arrive in the evening or at the weekend wait until the next working day.

The flow that works

A Zap adds or updates a row in a Google Sheet whenever an order or job changes status.
The customer asks about their order in chat.
AeroChat asks for the order number and checks that the row matches their phone or email.
It replies with the status and the date from that row.
If there is no matching row, it sends the details to your Zap and tells the customer your team will check.

The recipe

Copy this into AeroChat

When a customer asks about the status of their order, follow these steps.

Ask for their order number, if they have not given it.

Look up the order number in our Order status Google Sheet (example). Check that the phone number or email in that row matches the customer before sharing anything.

Tell them the status and the expected delivery date in that row, for example “Packed, delivery on 14 November” (example).

If the status is Delayed (example value), apologise, give the new date from the row, and ask whether they want our team to contact them.

If there is no matching row, ask for the email they ordered with, send the order number, email and phone number to our Zapier webhook, and tell them our team will check and reply within one working day (example).

Never share an order with someone whose phone or email does not match the row. Reply in the customer’s language.

Change the sheet name, column names and status values to the ones your Zap writes before you paste it.

What to connect

Google Sheets. Connect your Google account and approve the access, then choose the sheet your Zap writes to. See Google Sheets with AeroChat.
Zapier. Add a Zap step that creates or updates a row in that sheet whenever an order changes status. For orders that are not in the sheet, create a Zap that starts with Webhooks by Zapier and the Catch Hook trigger, and paste its URL in when AeroChat asks.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Google Sheets, paste in your Zapier webhook URL, then switch it on.

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 columns the customer may see.
How AeroChat checks it is the right customer.
When it hands over instead of answering.

The result to expect

Customers get their status in seconds at any hour, from the data your Zaps already keep. Your team handles the delayed and missing orders instead of every status question.

Measure it with your own numbers: status questions answered without your team, and replies sent outside working hours, for a month before and after.

Next: send chat leads into your Zaps.

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 Google Sheet and Zapier webhook behind it. See what each channel does on the Zapier integration page.

Answer your first status question from your sheet

Paste the recipe, connect your sheet and your Zapier webhook, and ask about a test order in the chat.

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On Shopify? Install AeroChat from the Shopify App Store.