WISMO automation
“Where is my order?” automation for Shopify
Hushdesk answers order-status questions from the real Shopify order and its tracking, in your tone, in seconds. Delays, missing parcels and upset customers go to your team with the answer already drafted.
Free plan: 25 AI answers a month, unlimited seats, no card.
What is WISMO?
WISMO means “Where is my order?”: a shopper asking where their parcel is. It is the most common question an online store receives, and the most repetitive one to answer by hand.
The question looks the same every time, but it comes from four different places. The order has not shipped and the customer is wondering. It has shipped and they want reassurance. It is stuck and they want someone to take responsibility. Or the carrier says delivered and nothing arrived.
The first two are facts, and a machine can give facts faster than any person. The last two need judgement: wait, chase the carrier, refund or send another. Good WISMO automation answers the first kind instantly and hands the second kind to a person without making the customer repeat themselves. That is how Hushdesk is set up out of the box. Our guide on automating WISMO without annoying customers goes deeper on the reasoning.
How it works
The anatomy of a WISMO reply
What happens in the seconds between a customer asking and the answer arriving, using the AI Agent’s default settings.
- 1
It reads the message
Hushdesk reads the topic from the customer’s own words. “Where is my order?” is Order status; “it hasn’t moved” is Delivery delay. The topic decides what may happen next.
- 2
It finds the order
The customer’s Shopify orders are matched by email, so nobody asks for an order number. The AI sees the fulfilment, carrier, tracking number and link.
- 3
It runs the checks
A calm customer, an allowed topic, confidence above your threshold, and nothing in the reply that is not in your data. One failed check and the ticket goes to a person.
- 4
It replies, with an undo window
The answer waits 60 seconds before it leaves. A teammate can cancel it, and a new message from the customer replaces it.
- The order data comes from the Shopify integration; the topics, thresholds and undo window are settings of the AI Agent.
Shipment stages
What the AI says at each shipment stage, and when a person takes over
Default behaviour, before you change anything. You can allow more topics later, or fewer.
| Stage | What your team sees | What the AI does | When a person takes over |
|---|---|---|---|
| Not shipped yet | What your team seesShopify shows the order as unfulfilled, with its items and payment. | What the AI doesSays plainly that the order has not left yet. It gives a dispatch time only if your saved replies or help articles state one. | A person takes over whenThe customer wants to cancel, add an item or change the address. Those topics are not on autopilot by default. |
| Label created | What your team seesShopify fulfilment with carrier and tracking number. With 17TRACK, the card reads “Label created”. | What the AI doesConfirms the order has shipped, the date, the carrier, the tracking number and the link. | A person takes over whenThe customer sounds upset, or asks for something the AI cannot do in words. |
| In transit | What your team seesThe same fulfilment details, plus the carrier’s latest scan and its time when 17TRACK is connected. | What the AI doesGives the same facts in plain words and points to the tracking link to follow each scan. | A person takes over whenThe message reads as a delay (“stuck”, “hasn’t moved”, “taking so long”). |
| Out for delivery | What your team seesWith 17TRACK, “Out for delivery” on the order card, so your team knows before opening the link. | What the AI doesAnswers from the Shopify fulfilment and the tracking link. It never promises a delivery time of its own. | A person takes over whenThe customer needs a change, such as a safe place or a new address. |
| Delayed or stalled | What your team seesA last scan from days ago, or “Problem with the parcel” from 17TRACK. | What the AI doesWrites a draft as an internal note and tags the ticket. Delivery delay is not set to answer on its own. | A person takes over whenAlways, by default. Your team decides whether to wait, chase the carrier or replace. |
| Delivered, not received | What your team seesThe carrier shows “Delivered”, while the customer says nothing arrived. | What the AI doesHands over with its draft attached. “Delivered, not received” is its own topic and stays with people. | A person takes over whenAlways, by default. Refund or send a replacement from the order card. |
The AI reads Shopify’s fulfilment (shipped or not, date, carrier, tracking number and link). The live carrier stage comes from 17TRACK and is shown to your team on the order card.
The hand-over
When a late parcel needs a person, the person starts with a draft
Autopilot sends a reply only when every check passes. If one fails, nothing reaches the customer: the AI posts its draft and the reason as an internal note, adds the tag “AI - Needs agent”, and your rules can route that tag to whoever handles carriers. The AI steps aside when:
- The customer sounds upset, or uses legal or chargeback words.
- The topic is not one you allowed to answer on its own.
- The AI is less sure than your threshold (85 % unless you change it).
- The reply mentions a link, order number, amount or code that is not in your data.
- A teammate replied in the last two hours and is handling it.
- The daily limit of automatic replies is reached (100 unless you change it).
Your teammate then refunds, reships or edits the address from the ticket with order management.
Your numbers
How much time does WISMO cost you?
Three numbers from your own inbox. We do not guess them for you.
Your result
35 hours a month
spent on about 520 order-status replies, or roughly 416 hours a year.
If the AI Agent answered every one of them, the Growth plan’s 600 AI answers a month would cover it. In practice some go to a person, and only answers with no follow-up for 72 hours count.
Setup
Set up WISMO automation in seven steps
Most stores do the first three on day one and switch on Autopilot after a week of reading drafts.
1.Connect Shopify
One click from Settings, Apps. Orders, fulfilment and tracking appear on every ticket, matched to the customer by email.
2.Bring in email and chat
Forward your support address and switch on the chat widget through the Shopify app embed.
3.Add 17TRACK (optional)
Paste a 17TRACK API key in Settings, Apps to show the carrier’s latest scan on the order card.
4.Write down your shipping facts
A saved reply or help article with your dispatch and delivery times. The AI only quotes times it can find there.
5.Turn on the AI Agent in Copilot
For a few days it drafts every answer as an internal note. Read them; edit the ones that are off.
6.Let order status answer on its own
Switch to Autopilot with Order status allowed. Delays and missing parcels keep coming to your team.
7.Read the activity log weekly
Every run lists what the AI sent, drafted or handed over, and why. Hand-overs show you which saved reply to add next.
Where is my order automation: questions and answers
What is WISMO?
WISMO stands for “Where is my order?”, the question shoppers ask when they want to know where their parcel is. For most Shopify stores it is the most common support request. Each one is simple, but copying tracking details from Shopify into dozens of replies a day adds up to hours every week.
How do I automate “Where is my order?” replies on Shopify?
Connect Shopify to Hushdesk, turn on the AI Agent and allow the Order status topic to answer on its own. The agent finds the order, reads the fulfilment and tracking from Shopify and replies in your tone. Start in Copilot so your team reviews the drafts before you switch to Autopilot.
Does the customer need to give an order number?
No, the customer does not need an order number. Hushdesk matches the customer to their Shopify orders by email address, so the AI sees their latest orders. When the ticket is linked to one order it uses that one, and when it cannot tell which order they mean it asks one short question.
What does the AI say when tracking has not moved for days?
By default it does not answer a stalled parcel on its own. Messages about delays are read as the Delivery delay topic, which is not set to auto-answer, so the AI leaves its draft as an internal note, tags the ticket for a person and lets your team decide what to offer.
Will the AI make up a delivery date?
No. The AI is told never to promise a delivery date unless your saved replies or the order data give one, and every reply is checked for links, order numbers and amounts that are not in your data. A reply that fails that check is never sent automatically; it goes to your team.
Do I need 17TRACK for WISMO automation?
No, 17TRACK is optional. Without it, the AI and your team see Shopify’s fulfilment, carrier, tracking number and link. With a 17TRACK key, the order card also shows the carrier’s latest scan, such as In transit or Out for delivery, so your team spots stalled parcels at a glance.
Can customers get order-status answers in live chat?
Yes, the AI Agent answers on live chat, email and the contact form, and you choose which channels it works on. In chat it keeps replies to one to three short sentences. In email it writes a short greeting and a reply of at most about 120 words, in the customer’s language.
What happens when the customer is angry about a late order?
An upset customer always goes to a person. Hushdesk reads each message for anger, legal threats and chargeback words; when it finds them, the AI sends nothing, leaves its draft as an internal note and adds the hand-off tag, so a teammate answers with the order already in view.
Can I stop an automatic reply before it is sent?
Yes. Automatic replies wait in an undo window before they leave, 60 seconds by default and adjustable up to ten minutes. A teammate can cancel the reply during that time, and if the customer writes again first, the AI drops the waiting reply and answers the newer message instead.
How many WISMO tickets can the AI answer each month?
It depends on your plan’s AI answer cap: 25 on Free, 150 on Starter, 600 on Growth and 2,000 on Scale. An AI answer counts only when the customer does not write back for 72 hours. You can also set a daily limit in the AI Agent settings; it starts at 100.
Does Hushdesk refund or reship a lost parcel automatically?
No. The AI Agent answers in words; refunds, replacements and address changes are done by your team from the order card in the ticket. When a parcel is lost, a teammate can refund in full or in part, or duplicate the order as a replacement, without opening Shopify.
