Commerce · 5 min read · Savina Bansal
Build a Shopify order-status bot on WhatsApp, step by step
“Where is my order?” is the question every Shopify store answers most. How to answer it on WhatsApp from your synced orders, with a person behind it.
Building the platform this article is about
“Where is my order?” has one right answer, and it is already in your Shopify store. The job is to get that answer to the customer on WhatsApp without someone looking it up by hand.
This is a chatbot flow, not an AI agent, on purpose: an order status should be read from the order, not written by a model.
1. Connect Shopify
In Ohanvi, open Integrations → Store connections and connect your Shopify store. Orders sync into Ohanvi, and each shopper is matched to their WhatsApp contact.
2. Start a flow
Open Chatbot Flows and press New flow. Set the trigger to the words customers actually use: “order”, “status”, “track”, “kab aayega”. Keyword match can be set to whole words, so “order” does not fire on “border”.
3. Add the Order status step
Add the Order status step. It looks up the order the customer typed the number of, or their latest order if they did not, and prepares a ready-to-send summary.
It has two outcomes. On “found”, add a message step that sends {{order_status_message}}. On “not found”, ask for the order number with a short note on where to find it, and loop back once.
4. Give it a way out
After the status, add buttons: “That’s all”, “Talk to someone”. The second hands the chat to your Team Inbox. A customer whose parcel is late wants a person, not a second status message.
5. Test, then activate
Use Run test on your own number with a real order number and a wrong one. Then activate the flow. If it is your first active flow, note that activating flows switches incoming messages to your flows, so check your other keywords and your fallback before you do.
What it costs
The replies go inside a conversation the customer started, so they are service messages: Meta does not charge for the first 1,000 a month on each number. Bot messages also count toward your plan’s automated messages.
Keep reading
Questions this answers
- Can customers check their Shopify order status on WhatsApp?
- Yes. With Shopify connected to Ohanvi, a chatbot flow’s Order status step looks up the customer’s order — by the number they type, or their latest — and sends a ready-made status message.
