WhatsApp chatbot template: order tracking
The highest-volume support question in retail, and the easiest to remove entirely. The trick is looking the order up from the phone number rather than asking for an ID nobody has to hand.
The goal
Answer "where is my order?" with no human and no order number.
The flow, node by node
- HTTP request
Look up orders by phone number
Before saying anything. The customer already gave you their number by messaging you — asking for an order ID is asking them to go and find it.
- Condition
How many open orders?
One, several, or none. Three genuinely different conversations.
- Send message
One order → just answer
Your order is out for delivery today and should arrive by this evening. Tracking is below.
आपका ऑर्डर आज डिलीवरी के लिए निकल चुका है और शाम तक पहुँच जाना चाहिए। ट्रैकिंग नीचे है।
- List menu
Several orders → let them pick
A list of recent orders by date and item, so they tap rather than describe.
- Buttons
None found → offer routes
Ordered with a different number / guest checkout / talk to someone. Do not just say "no orders found" and stop.
- Buttons
Anything else?
Return this / change address / all good. Catching the next question here saves a second conversation.
- Hand off to a human
Problems go to a person
Damaged, missing or late beyond the window is not a flow, it is a conversation.
Where this usually goes wrong
- Asking for the order number first. It is the question that makes people give up and email instead.
- Answering "not found" with a dead end. A guest checkout or a second number is the common cause, and both have a next step.
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