Order status updates on WhatsApp, from shipped to delivered.
Cloodot sends order status updates on WhatsApp when Shopify reports a shipment, a delivery attempt or a delivered package, and answers “where is my order?” from Shopify, Shiprocket, AfterShip or ERPNext. Deliveries from your own vans need your dispatch system to send Cloodot an update, or a person to answer.
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Has my refrigerator left the warehouse?
Found in Shopify from the number you’re messaging from.
- Item
- 260 L double-door refrigerator
- Status
- Out for delivery
- Tracking
- Link sent in this chat
- Next
- Installation request
Big-ticket orders get the most “where is it?” messages
Nobody chases a phone case twice. A refrigerator, a washing machine or a 75-inch TV is different: the customer has taken the day off, cleared the space and wants to know whether delivery is today. If the TV ships in one box and its wall mount in another, they ask about each.
When the order lives in Shopify and the parcel with a courier, your support team spends the day copying tracking numbers between tabs. When the delivery is your own van, the answer is on the driver’s phone. Either way the customer messages WhatsApp first, and the slower the reply, the more likely they ring the store as well.
How order status updates on WhatsApp work
Proactive updates come from Shopify triggers in Cloodot’s workflows. Shipment Shipped fires once per package, when it ships with tracking; Out for Delivery fires when the carrier reports it on the truck; Delivery Failed fires for each failed attempt; Order Delivered fires once the last package of the order arrives. Each can send an approved utility template with the order number, item summary and tracking link, because the customer is usually outside the 24-hour window when the update happens.
On-demand answers come from skill sets. On WhatsApp, the Shopify skill set’s Check an Order needs no order number: the phone number identifies the customer and it returns their latest order with payment and fulfilment status, carrier and tracking link. ShipRocket Shipping tracks by AWB or order number and reports each parcel of a split order separately. AfterShip Tracking & Returns covers the carriers AfterShip tracks, and the ERPNext skill set’s Check Order Status reports sales orders, expected delivery dates and shipments for stores that bill in ERPNext.
Own-fleet delivery is the gap most electronics stores have. If your dispatch app can call a URL, an Incoming Webhook workflow can take its status update and send the customer a WhatsApp template. If it can’t, the agent collects the order number and hands the chat to dispatch.
What Cloodot does here
Shopify order triggers
Shipment Shipped, Out for Delivery, Delivery Failed, Order Delivered, Order Cancelled and Refund Issued, each able to send a WhatsApp template or assign the conversation.
Explore Skills & workflowsShopify skill set
Check an Order and Recent Orders answer status, contents and tracking for the customer the WhatsApp number identifies.
ShipRocket Shipping
Tracks by AWB or order, reports each parcel of a split order, and says plainly when an order hasn’t been dispatched yet.
Incoming Webhook trigger
Takes a status update from your own delivery or dispatch system and turns it into a WhatsApp template to the customer’s phone.
Handover to humans
A second failed delivery, a damaged box or a missed slot goes to your support team with a priority rating.
Explore AI agent
What it needs from your stack
- Order lookups and order triggers need Shopify connected through the custom app method; the Shopify App Store version of Cloodot doesn’t receive order events yet. The app also needs access to customer phone numbers, or order triggers arrive with no number to message.
- The ShipRocket Shipping skill set is listed as requiring a connected Shopify store. POS-only sales and deliveries from your own vans have no built-in connection: they need an Incoming Webhook from your system, or a person answering. Proactive messages also wait on WhatsApp approving your utility templates.
Setting up order updates
6 steps
Connect Shopify for orders
Create a custom app with the read_orders, read_customers and read_fulfillments scopes, give it access to phone numbers, and connect it under Settings → Integrations.
Approve utility templates
Write templates for shipped, out for delivery, delivery failed and delivered, with variables for the order number, items and tracking link, and submit them to WhatsApp.
Build the update workflows
In Automations → Workflows, create one workflow per Shopify trigger with a Send WhatsApp Template step to the customer’s phone.
Install tracking skill sets
Install the Shopify skill set, plus ShipRocket Shipping or AfterShip if you use them, and enable them on the persona’s Skills tab.
Cover own-fleet deliveries
Create an Incoming Webhook workflow your dispatch system can call, or add a handover condition that sends own-van questions to dispatch.
Test with a real order
Place a test order, ship it with a tracking number, and check each message arrives in WhatsApp.
Where this fits
Electronics and appliance retailers in India and the Gulf who sell online through Shopify and ship by courier, and stores that also deliver large appliances from a branch with their own team.
It suits support teams where “where is my order?” is one of the biggest categories of WhatsApp messages and the answer already exists somewhere: in Shopify, a courier panel or ERPNext. Cloodot moves that answer to the customer; it cannot create tracking data that doesn’t exist.
Questions teams ask
Do order status updates on WhatsApp need customer opt-in?
Yes. Meta requires opt-in before a business messages customers on WhatsApp, and order updates are no exception. The usual place to collect it is checkout, with a clear line saying order updates will arrive on WhatsApp. Updates go out as utility templates, which WhatsApp reviews before approving.
What do WhatsApp order updates cost?
Proactive updates are utility template messages, which Meta charges per delivered message at a rate that depends on the customer’s country, and bills you directly. When the customer has messaged you in the last 24 hours, utility templates sent in that window are free, and so are ordinary replies to their questions.
Does it work if we ship with Shiprocket?
Yes, for answering questions: the ShipRocket Shipping skill set tracks by AWB or order number, including split shipments, and its listing expects a connected Shopify store. Proactive delivery messages come from Shopify’s fulfilment events, so check that Shiprocket writes tracking back to your Shopify orders.
Can customers ask about an order without the order number?
On WhatsApp, yes. The number the customer messages from identifies them, so the Shopify lookup returns their most recent order without being told a number. On channels that don’t prove identity, the agent asks for the order number and the email or phone used at checkout first.
What about appliances we deliver ourselves?
Cloodot has no built-in connection to delivery vans. If your dispatch tool can send an HTTP request, an Incoming Webhook workflow can send the customer a WhatsApp template when the status changes. If not, the agent takes the order number and hands the chat to your dispatch team, who reply in the same thread.
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