How do I send order tracking on WhatsApp?
Replace WISMO support tickets with WhatsApp order tracking — Utility templates fired from Shopify/WooCommerce webhooks with carrier link and delivery proof. Connect Shopify or WooCommerce to Ominiflow; fulfillment webhooks trigger Utility templates with tracking URL and status.
Last updated: 24 June 2026
Quick answer: Order tracking notifications on WhatsApp API for E-commerce fire Utility templates at order confirmed, shipped (with tracking URL), out-for-delivery, and delivered — deflecting 40–60% of "where is my order?" support tickets for D2C brands with opted-in customers.
Order lifecycle templates
| Stage | Template content | Trigger |
|---|---|---|
| Confirmed | Order ID, items summary, expected dispatch | orders/create webhook |
| Shipped | Carrier name, tracking URL, ETA | orders/fulfilled |
| Out for delivery | Same-day alert, contact number | Carrier webhook or manual |
| Delivered | Confirmation + review request CTA | Delivery confirmation |
| Exception | Delay, failed attempt, pickup notice | Carrier exception event |
E-commerce integration
| Platform | Trigger | Notes |
|---|---|---|
| Shopify | orders/fulfilled, orders/updated | Native Ominiflow OAuth via WhatsApp API for Shopify |
| WooCommerce | Order status change hooks | Plugin or webhook |
| Custom OMS | REST API or webhook | Map status codes to templates |
WISMO deflection
Add a keyword bot: customer types "TRACK" or "ORDER" → bot returns latest status from OMS sync without agent involvement. Escalate only on exceptions (delayed 3+ days, wrong item, damaged). Pair proactive shipped/delivered templates with the keyword bot for maximum deflection.
Template compliance
- Order updates are Utility — transactional updates the customer expects after purchase
- No promo copy, discount codes, or cross-sell in tracking templates
- Use full carrier URLs — avoid link shorteners
- Checkout opt-in checkbox covers post-purchase Utility notifications
Metrics to track
| Metric | Target |
|---|---|
| WISMO ticket reduction | 40–60% vs pre-WhatsApp baseline |
| Delivery rate on shipped template | >95% |
| Review click-through post-delivery | Track vs email review request |
Guides: WhatsApp API for Shopify Guide · WhatsApp API for E-commerce Guide · Shopify WhatsApp Automation Workflows · Logistics tracking · Pricing
FAQ
Are order updates Marketing or Utility? expand_more
Utility — transactional updates the customer expects after purchase. No promo copy in tracking templates.
Can I include a tracking link? expand_more
Yes in Utility templates with full carrier URL — avoid link shorteners.
Does order tracking reduce support tickets? expand_more
D2C brands typically deflect 40–60% of WISMO queries with proactive tracking messages and TRACK keyword bots.
