---
title: "Where Is My Order Chatbot: AI order tracking on WhatsApp"
description: Let AI answer 'where is my order?' on WhatsApp and Messenger with
  the status and tracking link from your SaleMag orders, and send updates with
  automations.
url: https://salemag.net/ai-agents/ai-order-tracking-agent
language: en
published: 2026-10-23
updated: 2026-10-23
author: SaleMag Team
tags:
  - where is my order chatbot
  - order tracking chatbot
  - whatsapp order status
  - wismo
  - cash on delivery
---

# Where Is My Order Chatbot: AI order tracking on WhatsApp

> SaleMag's AI order tracking agent is a chatbot for online shops in Bangladesh that answers 'where is my order?' on WhatsApp, Messenger, Instagram and Telegram. The agent reads the customer's last three orders in SaleMag, with status, total and tracking link, and replies with what the team or store recorded. SaleMag does not connect to couriers.

- The AI sees the customer's last three orders: number, status, delivery status, total, tracking link and order date.
- Orders come from chat orders taken in SaleMag or from a connected Shopify, WooCommerce or BigCommerce store.
- SaleMag does not connect to Pathao, Steadfast, RedX or any courier; the AI reports the status your team or store recorded.
- Order placed, fulfilled and cancelled triggers let you send proactive WhatsApp, SMS or email updates.
- Complaints and changes to a placed order are handed to your team.

After a sale comes the second wave of messages: "order kothay?", "kobe pabo?", "parcel ki ship hoyeche?". For a [cash-on-delivery](https://salemag.net/glossary/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](https://salemag.net/glossary/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 chatbot](https://salemag.net/features/ai-chatbot) 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 bot 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.

| Field | Example |
|---|---|
| Order number | CH-000123 |
| Status | Pending, processing, completed or cancelled |
| Delivery status | Fulfilled, once your team marks it |
| Total | The order total with currency |
| Tracking link | The link recorded on the order, if any |
| Order date | The date it was placed |

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](https://salemag.net/ai-agents/ai-order-taking) or the [WhatsApp order form](https://salemag.net/features/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. For 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 your last update, and no more. SaleMag does not connect to couriers such as Pathao, Steadfast or RedX, so it does not know when a rider picks up or delivers a parcel. If your team ships 40 parcels 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: 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 tracking page itself, and anything that happens after handover to the courier, 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, once you build them. SaleMag does not send order status messages by default; you set them up in the [automation flow builder](https://salemag.net/features/automation-flow-builder) with order triggers. The table shows one example message per trigger.

| Trigger | Example message |
|---|---|
| Order placed | "Thanks, we received order CH-000123. We will call to confirm." |
| Order fulfilled | "Your parcel is on the way. Track it here: ..." |
| Order cancelled | "Your order was cancelled. Reply here if this is a mistake." |

Each automation can send a WhatsApp message or template, an SMS through a Bangladeshi gateway such as REVE or MimSMS, or an email. Outside WhatsApp's [24-hour window](https://salemag.net/glossary/24-hour-window) you need an approved [utility template](https://salemag.net/glossary/utility-message). A proactive "on the way" message can also head off some status questions before they are asked. If you confirm COD orders before shipping, see [COD order confirmation](https://salemag.net/solutions/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](https://salemag.net/glossary/human-handover) and they are notified. After a person replies, the AI stays quiet in that chat for 15 minutes.

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 while automations push updates when your team changes a status. Larger stores often automate WISMO with a courier tracking integration. SaleMag's simpler route suits most Bangladeshi COD shops. It is reliable as long as statuses are kept up to date, and it does not replace courier tracking.

## Get started

Bring your orders into SaleMag, link the AI chatbot to your channels, and build one "order fulfilled" automation with a tracking link. Then ask the bot about a test order on your own phone. [Create an account](https://salemag.net/register) or see [pricing](https://salemag.net/pricing).

## Steps

1. **Bring your orders into SaleMag**: Take orders in chat with AI order taking, or connect your Shopify, WooCommerce or BigCommerce store so its orders sync.
2. **Keep statuses current**: When you ship, mark the order fulfilled and add the tracking link; cancel orders that will not go out.
3. **Link the AI chatbot**: Link your AI chatbot to WhatsApp, Messenger, Instagram or Telegram so it can answer status questions.
4. **Add proactive updates**: Build automations on the order placed, fulfilled and cancelled triggers to message customers when something changes.

## FAQ

### Does SaleMag connect to Pathao, Steadfast or RedX?

No. SaleMag has no courier integration. Your team books the courier and records the status and tracking link on the order, and SaleMag's AI reads what is recorded.

### Which orders can the AI see for a customer?

SaleMag's AI sees the three most recent orders linked to the customer's contact. Chat orders are linked automatically, and synced store orders are matched by phone number, or by email when there is no phone; for an older order, the AI says it does not have the information.

### Will the AI guess a delivery date?

No. SaleMag's AI is instructed to state facts only from your order records, instructions and knowledge base. If no delivery time is written there, it sends your fallback message or hands the chat to your team instead of guessing.

### Can SaleMag send a message when the order ships?

Yes, with an automation. Use SaleMag's order fulfilled trigger to send a WhatsApp template, SMS or email; outside the 24-hour window, WhatsApp messages must use an approved template.

### Can the AI change or cancel an order for the customer?

No. SaleMag's AI hands changes to an order that is already placed to your team, who can update or cancel it in SaleMag.

### Does the order tracking AI answer in Bangla?

Yes. SaleMag's AI replies in the language the customer writes in, so 'amar order kothay?' gets a reply the customer can read.

### Do I need a developer to set up order tracking answers?

No. If SaleMag's AI chatbot is linked to your channel and the customer has orders in SaleMag, it can answer order questions without extra setup.

### How much does an order tracking chatbot cost?

SaleMag's AI runs on your own OpenAI, Anthropic or Google Gemini key, so the provider bills you for AI usage, and Meta charges for WhatsApp template messages. SaleMag plans are on the [pricing page](https://salemag.net/pricing).