Order status from real data
Order status and inventory awareness are part of the Shopify integration — the assistant answers from the shopper’s actual order, not a canned estimate.
Support faster · Order status
“Where Is My Order?” — Automate WISMO With an AI Agent
CHATTERgo answers “where is my order?” in chat using order status and inventory awareness built into its Shopify integration — no ticket, no wait. The agent recognizes logged-in shoppers, replies in the shopper’s language and currency via Shopify Markets, and when a case genuinely needs a person, hands over to your team with the full history attached.
Shopify order awareness · Zendesk / Freshdesk handover · Web, WhatsApp, Messenger, Instagram, WeChat
On by default — order status & inventory awarenessCustomer accounts — logged-in shoppers recognizedMulti-locale — language & currency via Shopify MarketsFull history — attached to every handover
The challenge
Why does WISMO flood your support inbox?
Order status is the most common question in ecommerce support — and every one is a paying customer chasing an answer. At scale, that’s a queue: macro replies, wait times, and tickets your team answers one by one.
Off-hours and peak season make it worse: the questions keep arriving while your inbox capacity doesn’t.
An AI agent changes where those questions get answered: in the chat the shopper already opened, from real order data, immediately — with your team pulled in only for the cases that need judgment.
How the AI agent answers order questions
Shoppers recognized, not re-identified
Logged-in shoppers are recognized through Shopify customer accounts, so the order question starts from their account — no order-number hunting.
Answers in the shopper’s language
Multi-locale stores get local currency, pricing, and language through Shopify Markets, so the same order answer works across markets.
Order status as native chat blocks
Custom modules render results on-widget — order status, data tables, calls to action — so answers stay inside the conversation instead of redirecting to another page.
Escalation with everything attached
When a case needs a person — a lost parcel, a change request — your team takes over in Conversations with the full history, or it goes by email or as a Zendesk or Freshdesk ticket.
Setup
How do we start answering WISMO in chat?
Step 1
Connect your store
Install the Shopify app — order status and inventory awareness come with catalog sync, nothing extra to map.
Step 2
Add your shipping policies
Add processing times, carriers, and delivery promises as knowledge content, so answers quote your actual policies.
Step 3
Route the exceptions
Connect Conversations handover, email, or Zendesk/Freshdesk for the cases that need your team — with history attached every time.
Consistent answers at multi-store scale
Royal Selangor
Pewter & homeware retailer
Among the retailers running CHATTERgo — one assistant grounded in the same catalog and knowledge across storefronts.
SaSa
Beauty retailer
Order-aware chat sits alongside recommendations on SaSa.com — the same assistant that sells also answers.
FAQ
Frequently asked questions
Where does the agent get order information?
From your Shopify integration. Order status and inventory awareness are on by default with catalog sync, and logged-in shoppers are recognized through Shopify customer accounts. No CSV uploads or manual data entry.
Can it process changes, cancellations, or refunds?
It answers policy questions from your knowledge content and can work the cart (add, remove, swap, apply a discount, start checkout). Refunds and order changes stay with your team: the agent hands over in Conversations, email, or Zendesk/Freshdesk with the full history, so nothing is improvised.
What if the shopper messages outside business hours?
The assistant answers whenever the shopper writes. If a case needs a person and your team is offline, chat states the next open time and can email the team with the transcript, the page, and the live cart.
Does this work on WhatsApp too?
Yes — the same assistant answers on WhatsApp Business, Messenger, Instagram, and WeChat Mini Program, from the same catalog, knowledge, and customer history. WhatsApp is included from the Advanced plan.
Does it work with my helpdesk?
Yes. Handover goes to Conversations with history attached, or by email, or as a Zendesk or Freshdesk ticket — you choose the route per setup.
Related pages
Answer order questions where they arrive
Start a free trial — 50 conversations a month, no credit card — or bring your busiest WISMO day to a demo.