How to automate the response to 'where is my order?'
How to configure an AI agent that answers the real status of an order or shipment, connected to your tracking system via API — without stopping the team for every question.
At the warehouse or customer service desk, the phone and WhatsApp don't stop: dozens of customers asking about the status of the same order or shipment, often the same person repeating the question the next day. Every answer forces someone on the team to stop what they're doing, open the internal system, look up the reference, and write the reply.
This guide shows how to automate this with WhatSMS's AI Agents.
Step 1 — Connect the tracking system via API
Connect your own tracking system to WhatSMS via API or webhooks, without depending on a native connector specific to one carrier.
Step 2 — Configure the agent to check the real status
Configure the AI agent to check the order or shipment status in real time from the connected system, answering with the real information instead of a generic reply.
Step 3 — Define the handoff for when the system doesn't return an answer
Configure automatic handoff to a human whenever the tracking system doesn't return sufficient information, with the full conversation history attached.
Why this frees the team from the most repetitive work
The team stops interrupting its work to answer the same repeated question. The customer gets an immediate answer, at any time, without waiting for someone to be available on the phone.
You can create this account for free and connect your tracking system to WhatSMS before any commitment.
Frequently asked questions
How do I connect my own tracking system to WhatSMS?
Through the v3 API or outbound webhooks with automatic retry on failure. The AI agent checks the order or shipment status in real time from your own system — there's no pre-built native connector for a specific carrier, and none is needed: any system with API or webhooks can be connected.
Does the agent always answer with the correct status?
The agent checks your tracking system in real time via API — it's not a generic or outdated answer. When it can't get the information, it hands the conversation to a human with the full history.
Through which channels can customers ask for the status?
WhatsApp, SMS, or Web Widget, all connected to the same knowledge base with data from the tracking system.
Does this also answer questions outside business hours?
Yes, at any time — it's often outside business hours that most customers write to ask about an order's status.