How to answer "where is my order" and delivery questions on WhatsApp automatically

What customers ask and where each answer comes from

How tracking reaches the agent

With Shopify, Kylix reads orders and tracking from your store. With WooCommerce, it reads the carrier, number and link that tracking extensions save on the order, including the WooCommerce Shipment Tracking items and a plain tracking number field.

Kylix shows what is stored on the order. It does not read a courier's own system. If your courier tool keeps tracking in a different place, add the tracking number to the order itself so the agent can share it.

Put the delivery answers in Brand knowledge

• Delivery times by region or pincode range, and what happens for areas you do not serve.
• Cash on delivery: whether you offer it, any order limits and any fee.
• Your return window and who pays for return shipping.
• When to hand off, for example damaged items, failed deliveries or a customer who is upset.
• Support hours and the response time you promise after a handoff.

Stores that deliver themselves can also set service areas and a delivery radius, so the agent answers from your coverage.

The WhatsApp rules for order messages

When a customer writes first, you are inside the 24-hour customer service window and can reply freely. Meta says that template messages are the only type of message that can be sent outside a customer service window, and that template review can take up to 24 hours.

Proactive shipping updates are templates. Meta's guidelines say utility templates must be non-promotional, and that an order update with a promo is treated as marketing. Marketing costs more per message. Our pricing guide shows the difference in a worked month.

Since 1 October 2026, Meta also charges per message for service replies inside the window, so each automatic "where is my order" answer carries a small Meta fee. Kylix passes it through at cost.

Kylix's broadcast tool sends approved Marketing templates. For shipping notices, use the notification from your courier or store platform, and let Kylix handle the replies those notices trigger.

Handoffs worth setting up first

Delivery questions turn emotional quickly when a parcel is late. Set your handoff rules so that a delayed order, a failed delivery attempt or a customer who has asked twice goes straight to a person. Kylix tells the customer it has passed the conversation to your team, and your team sees the whole thread in the Needs you inbox. Reply times are shown to the customer, so promise only what your team can meet.

Gaps that break the answer

• The order is shipped in the courier's system but not marked fulfilled in your store, so the agent sees no tracking.
• The tracking number lives in a spreadsheet or a courier dashboard, not on the order.
• Delivery times and pincode rules are missing from Brand knowledge, so the agent has to hand off every delivery question.
• The WhatsApp number is still verifying. Meta verifies your business before the number goes live, which can take a few business days, so start it first.

Set it up in an afternoon

1. Start the trial and connect Shopify or WooCommerce.
2. Connect WhatsApp with Meta Embedded Signup.
3. Fill in the delivery, COD and returns answers.
4. Place a test order, add tracking, and ask "where is my order" from your own phone.
5. Switch the agent on and read the first week of conversations.

WhatsApp, Instagram DMs and website chat are on every plan, from ₹1,999 a month + 18% GST, with a 14-day free trial.