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"Where is my order?": how to cut WISMO messages with WhatsApp updates
Most "where is my order?" questions disappear when you update customers before they ask: order confirmed, shipped with tracking, out for delivery and delivered. An AI that checks Shopify answers the rest.
Written by ConexiaChat Team Published:
If you run customer support for an online store, you know the most common question isn't about sizes or discounts: it's "where is my order?". Every one of them takes up your team's time, and almost all have the same answer, which is already in Shopify. The fix has two parts: update customers before they ask, and answer instantly when they ask anyway.
Which order updates should you send on WhatsApp?
Four moments cover almost everything: order confirmed, shipped with the tracking number and link, out for delivery, and delivered.
| Moment | What to include | Why |
|---|---|---|
| Order confirmed | Order number and summary | Removes any doubt about whether the purchase went through |
| Shipped | Carrier, tracking number and tracking link | The customer can track it themselves |
| Out for delivery | A heads-up that it arrives today | Prevents failed deliveries |
| Delivered | Confirmation and a channel for questions | Closes the loop and opens the conversation |
These count as utility templates as long as they stick to the order; don't add promotions, or Meta will bill them as marketing.
How do you answer instantly when the customer asks anyway?
With the order in view. If the agent or the AI can see the shipping status next to the chat, the answer takes seconds instead of a search through the Shopify admin.
In ConexiaChat, the phone number alone is enough to see the customer's orders, their status and the tracking number, without saving the contact. The AI agent checks Shopify in real time and answers at night or over the weekend; when a case gets complicated, it hands the conversation to someone on your team in the shared inbox.
How do you know whether the questions went down?
Compare message volume per order before and after turning on the updates, and track the share of conversations the AI resolves without handing off to a person.
- Incoming messages per 100 orders.
- First response time.
- Share of conversations resolved by the AI.
- The most common reasons customers ask to talk to a person.
Frequently asked questions
Do the updates go out from my WhatsApp number?
Yes. In ConexiaChat, automations such as shipping updates go out from your own number and Meta bills you directly, with no per-message fee from us.
Does my shipping carrier need to integrate with Shopify?
All you need is for the order to be marked as fulfilled in Shopify with the tracking number and carrier. That's where the message variables come from.
Can the AI give the order status without the order number?
Yes. The customer's phone number is enough for it to see their orders in Shopify.
Stop answering the same question all day
Automatic shipping updates and an AI that checks Shopify, in the same inbox as your team.
See the shared inbox14-day trial, no card.