What customers ask
The conversations that matter
- Order status and delivery date
- Returns, exchanges and refunds
- Order and delivery confirmation
- Product, size and stock questions
- Payment failures and payment links
- Abandoned checkout follow-up
What to measure
Metrics worth tracking
- Share of order questions resolved by AI
- First response time
- Order confirmation rate
- Return requests per 100 orders
Copy these
Three example flows
- FLOW 01
Order status
Customer asks about an order → agent asks for the order number or matches their phone → Shopify lookup → sends status and tracking link → hands over if delayed beyond your threshold.
- FLOW 02
Order confirmation
High-value or pay-on-delivery order placed → utility template asks to confirm → “Confirm” marks it confirmed; “Cancel” cancels; no reply after 12 hours flags it for a call.
- FLOW 03
Return request
Customer asks to return → agent checks the return window from your policy → collects reason and photos → creates a ticket and hands to the returns team.
Start with
Channels and integrations
Channels: WhatsApp, Instagram, Website chat, Email.
Integrations: Shopify, WooCommerce, Zendesk, Freshdesk.
Compliance note. Order updates are utility templates; offers and cart reminders are usually marketing templates and cost more. Only message customers who opted in to WhatsApp at checkout or elsewhere. This is general information, not legal advice.