Every customer receives automatic status updates over WhatsApp, from order confirmation through delivery — so the wait no longer means uncertainty.
Typical results
100%
of orders followed automatically from checkout to delivery
1 min
average status reply, down from 90
Every stage
confirmed on WhatsApp with a live tracking link
Figures reflect typical results for this kind of automation.
The challenge
Customers had no visibility after checkout, so the support team was flooded with "where is my order?" messages every day.
Before and after
"Where is my order?" tickets per month
−60%Average status reply time
−99%Orders with proactive status updates
The automation
We connected the store's shipping carriers to WhatsApp: an automation watches each order, reads the carrier status, and sends timely messages with a live tracking link at every key stage.
How it works
- 01
Order confirmed
The customer receives an instant WhatsApp confirmation the moment checkout completes.
- 02
Carrier status watched
The automation follows every shipment and reads the carrier's status in real time.
- 03
Key stages trigger messages
Packed, shipped, out for delivery — each stage sends a timely WhatsApp update.
- 04
Live tracking link included
Every message carries a live tracking link, so customers check for themselves.
- 05
Support queue goes quiet
With customers informed at every step, order-status tickets drop by more than half.
Starts from
- New order
- Carrier status
Delivers
- WhatsApp update
- Live tracking link
The impact
Order-status tickets typically drop by about 60%, and customers get a calmer, more confident waiting experience.
Questions about this automation
Which shipping carriers can the automation follow?
Any carrier that offers tracking through an API, a webhook or a shipping aggregator can be connected, and a store using several carriers can run them all in one flow. The automation maps each carrier's own status codes to a short set of stages, such as packed, shipped, out for delivery and delivered.
Do customers need to opt in to WhatsApp updates?
Yes. Consent is usually collected at checkout with a checkbox next to the phone number field that explains the updates. Messages go out on the official WhatsApp Business API using approved templates. Customers who did not opt in, or who do not use WhatsApp, can get the same updates by email or SMS.
What happens when a shipment is delayed or stuck?
If a parcel shows no new scan for a set number of days, or the carrier reports an exception such as a failed delivery attempt, the customer gets a clear update and the support team gets an alert with the order details. Simple automations like this are usually live within days.