Use case: order status (WISMO)
WISMO automation: take “where is my order?” off your support queue
Your intoCHAT agent answers shipping questions from your policies, looks up the customer’s own order in Shopify or WooCommerce once they prove it is theirs, and passes the late, lost or damaged parcels to your team with the context already written down. On your website and, from Starter, by email.
Visitor: Hi, where is my order? I ordered the lamp last week.
Agent: I can check that for you. What is your order number, and which email address did you use for the order?
Visitor: #4821, mia.koch@example.com
Agent: Thanks, Mia. Order #4821 (1 × Arc floor lamp, black) is paid and fulfilled. It shipped with DHL, tracking number 00340434161234567890, and the tracking link is below. The carrier’s page shows the latest scan.
Visitor: The tracking hasn’t changed in six days.
Agent: That is longer than it should take, so I’d like our team to look into it with the carrier. Shall I pass this conversation to them by email? They would reply to mia.koch@example.com.
Your team answers the same question all day, one order at a time
After every sale comes the follow-up: has it shipped, which carrier has it, why hasn’t the tracking moved? Each of these “where is my order?” requests, WISMO for short, means someone opens the store admin, searches for the order, copies the tracking number and writes an answer that is almost the same as the last one. The requests arrive by chat and by email, in the evening and at weekends, and they keep coming back during sales and holiday peaks, exactly when your team has the least time. Automating it is not as simple as putting an order search on your site. A lookup that shows an order to anyone who types a number lets strangers read other customers’ orders, and a chatbot trained only on your shipping page can quote delivery times but cannot say where this particular parcel is. WISMO automation needs both: your policies for the general questions, and a verified, read-only look at the store for the specific ones, with a clear way to a person when something has gone wrong.
What changes when WISMO runs on its own
Routine status questions get answered straight away; your team keeps the parcels that need a person.
Status questions answered as they arrive
The agent reads the order from your store at the moment the customer asks, so status and tracking are as current as Shopify or WooCommerce, at any hour and without anyone opening the admin.
Your team keeps the real problems
A parcel that seems stuck, arrived damaged or needs a new address reaches your team by email, live chat or helpdesk ticket, with a summary of what the customer already said.
No order data for strangers
An order is shown only to someone who gives its number and the email it was placed with. A wrong email gets the same answer as an order that doesn’t exist, so order numbers can’t be probed.
One setup for chat and email
The same agent, with the same knowledge, store connection and rules, answers in the website chat and, from Starter, in your support mailbox. You don’t maintain two bots.
You see what drives the questions
Topic labels, hand-off counts and the questions the agent struggled with show whether people ask because of slow carriers, unclear shipping pages or missing tracking emails.
The WISMO workflow in intoCHAT, step by step
Teach the agent your shipping policy
Add your shipping, delivery and FAQ pages to the agent’s Knowledge, and write Q&A pairs for answers that must be exact, such as cut-off times or delivery times per country. General questions like “how long does shipping to Austria take?” are then answered from your own text, with no order lookup at all.
Connect your store, read-only
On the Actions tab, open the Orders card. For Shopify, use a custom app with the read_orders scope (add read_all_orders for orders older than 60 days). For WooCommerce, create a REST API key with Read permission. Test and connect checks the connection without showing customer data.
Let customers prove the order is theirs
By default the agent asks for the order number and the email address the order was placed with, and shows the order only when both match. If your site signs customers in, identity verification passes their email instead, and an email typed in the chat is ignored.
Put the same agent on your support email
From Starter, give the agent an email address and forward your support mailbox to it from Gmail or Microsoft 365. Status emails are answered in the customer’s thread with the same verified lookup: the agent asks for the order number and the order’s email address, just as in the chat.
Write down when a person takes over
In the agent’s instructions, say when to offer your team: for example when tracking hasn’t moved for several days, a parcel arrived damaged, or the customer wants to change the address. Switch on hand-off by email and live chat, and connect Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout if each hand-off should open a ticket there.
Measure and tighten
Turn on topic analysis with topics such as “Shipping” or “Delivery delay”, watch the Hand-offs card under Outcomes on the dashboard, and work through Questions to improve on the Knowledge tab. Recent order lookups in the Orders card shows each lookup and its outcome.
Setup checklist and limits
Shopify or WooCommerce, one store per agent
Order lookups work with Shopify and WooCommerce. For Shopify, the app needs access to protected customer data (email), or no customer could ever be verified; the Orders card refuses to connect and tells you so.
Your shipping pages in Knowledge
Delivery times, carriers, costs and what happens when a parcel is late come from your trained content. Keep those pages in the agent’s Knowledge and update them before peak season.
Escalation rules in the instructions
intoCHAT doesn’t detect delays by itself. The agent sees the order’s status and tracking, and decides when to offer a person from the rules you write, so be specific about the cases that need your team.
Signed-in customers
With identity verification, the email your page passes is used for the lookup and the agent asks only for the order number. The identity signs the user ID, so the email is as trustworthy as your page, and the same lookup limits apply.
Read-only, by design
The agent can’t change an address, cancel, change or refund an order, or create a return label. Those requests go to your team through the hand-off. Return and exchange requests have their own workflow.
What the agent sees
Order number and date, payment and fulfillment status, whether it was cancelled, each item’s title, variant and quantity, each shipment’s carrier, tracking number and link, and the total. Never addresses, phone numbers, payment details or other orders.
Tracking data comes from your store
The agent shares the carrier, tracking number and tracking link your store holds; it doesn’t query carriers itself. WooCommerce keeps tracking numbers only with the Shipment Tracking extension or a plugin that saves tracking the same way.
Guards against probing
After 5 failed lookups in one conversation, or 20 from one IP address within an hour, lookups pause and the agent asks the visitor to contact you directly. Lookups aren’t offered in temporary chats, and lookups in the Playground are real.
Frequently asked questions
What is WISMO automation?
WISMO stands for “where is my order?”. WISMO automation means these status questions are answered without a person looking each order up. In intoCHAT, the agent answers general shipping questions from your policies, looks up the customer’s own order in Shopify or WooCommerce after checking the order number and email, and hands the cases that need judgement to your team.
How many WISMO tickets will this remove?
We don’t publish a figure, because it depends on your store, your carriers and how clear your shipping pages are. What you can measure in intoCHAT: how many conversations there were, how many were handed off to your team, which topics they were about, and which questions the agent struggled with. Comparing those over a few weeks shows what the agent handles for you.
Which shop platforms can the agent look orders up in?
Shopify and WooCommerce, one store per agent. If your shop runs on another system with an order API, a custom API action can call it, but the built-in ownership check, lookup limits and access log only cover the Shopify and WooCommerce connection, so you would build the verification into your own API.
How does the agent know the order belongs to the customer?
It needs the order number and the email address the order was placed with, and both must match. When they don’t, the customer gets the same answer as for an order that doesn’t exist and is asked to check both, without being told which one is wrong. Signed-in customers can be verified through identity verification instead.
Can it answer WISMO emails, not only chats?
Yes, from the Starter plan. Give the agent its own email address and forward your support mailbox to it. It answers status emails in the customer’s thread with the same knowledge and the same verified order lookup, asking for the order number and the order’s email address when they are missing.
Can the agent change a delivery address or cancel an order?
No. The order connection only reads orders. For address changes, cancellations and refunds, tell the agent in its instructions to offer a hand-off, so your team handles them in the store. If you have your own API for such changes, a procedure with confirmation can call it from Starter.
Does intoCHAT track the parcel with the carrier?
No. The agent shares the carrier, tracking number and tracking link stored on the order in your shop. The latest scan is on the carrier’s tracking page. If your store has no tracking number yet, the agent can still give the order’s status, items and total.
What does WISMO automation cost with intoCHAT?
The order connection works on every plan, including Free with 25 messages a month. Each AI reply counts as one message with the default model (Claude Sonnet counts 2). Starter costs $19 a month for 2,500 messages and adds the email agent; Pro costs $49 a month for 10,000 messages and up to 10 agents.
Take “where is my order?” off your team’s desk
Create your agent free, train it on your shipping pages, connect Shopify or WooCommerce read-only and ask about a test order in the Playground.
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