Where Is My Order Chatbot: AI order tracking on WhatsApp

After a sale comes the second wave of messages: "order kothay?", "kobe pabo?", "parcel ki ship hoyeche?". For a cash-on-delivery shop, every one of those chats matters, because a customer who feels ignored may refuse the parcel at the door and turn it into a return to origin. A "where is my order" chatbot is an AI assistant that answers order status questions in chat from the business's own order records. SaleMag's version lets your team spend its time on the orders that actually have a problem.

Can an AI answer "where is my order?" on WhatsApp?

Yes. SaleMag's AI agent sees the customer's three most recent orders whenever it replies, and answers status questions from them on WhatsApp, Messenger, Instagram and Telegram. There is nothing extra to switch on: if the AI agent is linked to the channel and the customer has orders in SaleMag, it can answer.

The table shows the order fields the AI sees, with an example of each.

So when a customer asks "amar order kothay?", the agent can reply that order CH-000123 was fulfilled and share the tracking link your team added.

Where does the AI get order status data?

SaleMag's AI gets order status from the orders list in SaleMag, which holds two kinds of orders:

• Chat orders taken with AI order taking or the WhatsApp order form. These are always linked to the customer's contact.
• Store orders synced from a connected Shopify, WooCommerce or BigCommerce store. They are matched to the contact by phone number, or by email when there is no phone, and count while the store is connected.

Only Shopify fulfilments bring their tracking link with them. A Steadfast or Pathao parcel booked from SaleMag saves its tracking details on the order. For other chat orders, add the tracking link when you mark the order fulfilled in SaleMag.

How up to date is the AI's order status?

SaleMag's AI reports order status exactly as current as the order record, and no more. In Bangladesh, a parcel booked with Steadfast or Pathao from the order page updates its courier status on the order, such as picked up or out for delivery, so the AI can report it. For any other courier, such as RedX, SaleMag does not know when a rider picks up or delivers a parcel. If your team ships 40 parcels that way in the afternoon but marks them fulfilled the next morning, the AI will report them as not yet shipped until then.

That makes one habit important for parcels not booked through SaleMag: update the order when it ships. For a store that syncs from Shopify, fulfilling there is enough. For chat orders, confirm, fulfil, complete or cancel them in SaleMag's orders list as you go. The courier's own tracking page stays with the courier.

What should I tell an order tracking chatbot about delivery?

Tell SaleMag's AI your delivery times, what each status means in your shop and how to handle delays, because order data says where an order stands while your instructions and knowledge base say how to talk about it. Add the details customers ask about next:

• your usual delivery times, for example inside and outside Dhaka
• what "fulfilled" means in your shop, such as "handed to the courier"
• what to say when a customer reports a delay: apologise briefly and hand the chat to the team
• how returns and exchanges work, and who handles them

The AI states facts only from these sources. If a customer asks something they do not cover, it sends your fallback message or hands the chat to a person, instead of guessing a delivery date.

Can SaleMag send order status updates automatically?

Yes, for parcels booked with Steadfast or Pathao in Bangladesh. When the courier status of such a parcel changes, SaleMag can message the customer in the chat, and you switch each status on or off. SaleMag does not message customers about orders synced from Shopify, WooCommerce or BigCommerce. The table shows an example message for each parcel status.

These messages go only while the customer's 24-hour window is open. Once it has closed, your team can send an approved utility template from the inbox instead. A proactive "out for delivery" message can also head off some status questions before they are asked. If you confirm COD orders before shipping, see COD order confirmation.

Can the AI change or cancel an order?

No. SaleMag's AI does not change, cancel or reschedule orders. When a customer wants to change an address on a placed order, complains about a late parcel or asks for something the order data cannot answer, the chat goes to your team as a human handover and they are notified. When someone on your team replies, the AI switches off in that chat until someone turns it back on.

If the customer asks about an order older than their last three, the AI says it does not have that information, and your team can look it up in the inbox, where the contact's details are next to the chat.

What is WISMO, and how does SaleMag automate it?

WISMO ("where is my order") is the support term for order status questions, and SaleMag automates it by letting the AI answer from your order records. In Bangladesh, Steadfast and Pathao parcels add the courier status to those records and can message the customer as the parcel moves. For other couriers, the answers are reliable as long as your team keeps statuses up to date, and they do not replace the courier's own tracking.

Get started

Bring your orders into SaleMag, link the AI agent to your channels, and, in Bangladesh, book your next parcel with Steadfast or Pathao from the order page. Then ask the AI agent about a test order on your own phone. Create an account or see pricing.