Order Status Tracking

What It Does #

Order Tracker lets customers get real-time order status and details directly inside the chat. They enter their order ID and, if you require it, email or phone for verification. The chatbot then shows status, items, shipping address, and—if you store them on the order—tracking number and estimated delivery. Result: fewer “Where is my order?” contacts and a better post-purchase experience.

Requirements #

• Helpmate Pro — Order Tracker is a Pro feature. Activate a Pro API key and the Helpmate Pro plugin.
• WooCommerce — Must be installed and active. Orders are looked up from WooCommerce.
• Chatbot — The AI chatbot (with an active API key and knowledge base) must be set up, since the order form is shown inside the chat when the AI detects order-tracking intent.

Turn On Order Tracker #

1. In the WordPress admin, go to Helpmate → Automation → Chatbot → Order Status Tracking (under the Automations section in the sidebar).
2. Use the Enable Module switch at the top to turn the feature on.
3. Configure the Required Field (see below) and click Save.

When the module is enabled, the AI can show the order-tracking form in chat when a customer asks about their order status (e.g. “Where is my order?”, “Track my order”).

Settings: Required Field #

You choose how customers must identify themselves when tracking an order. This balances convenience with privacy.

• Email Required — The customer must enter Order ID and Email. The email is checked against the order’s billing email. Only matching orders are shown.
• Phone Required — The customer must enter Order ID and Phone Number. The number is checked against the order’s billing phone.
• Order ID Only — Only the order ID is required. No email or phone verification. Anyone who knows the order ID can see that order’s status. Use this only if you’re comfortable with that (e.g. order IDs are hard to guess). The UI notes this trade-off.

Order ID can be entered with or without a leading #; the plugin accepts both. The front-end validates order ID as 1–10 alphanumeric characters.

How It Works for the Customer #

1. Customer opens the chat and asks about their order (e.g. “Where is my order?”, “Track order 12345”).
2. The AI recognizes the intent and shows the Order Tracker form in the chat.

Customer enters: 3. Order ID (required) — e.g. the WooCommerce order number. 4. Email and/or Phone — only if you enabled “Email Required” or “Phone Required”.

1. They submit the form (e.g. “Track Order” or the search button when only Order ID is required).
2. The chatbot displays the order status and details: order number, status (e.g. Processing, Shipped, Delivered), order date, line items (name, quantity, price), shipping address, and—if present—tracking number and estimated delivery from the order.

If the order isn’t found or verification fails (wrong email/phone), the customer sees a generic “Order not found” message so order IDs can’t be enumerated.

Tracking Number and Estimated Delivery #

If you store a tracking number or estimated delivery on the order, the chatbot can show them. Helpmate reads the WooCommerce order meta keys _tracking_number and _estimated_delivery. Populate these via your shipping/fulfillment plugin or custom code so they appear in the order-tracking response.

Summary #

Related:

AI Chatbot with Knowledge-base · Ticket System · Delight Customers with Instant Order Tracking in Chatbot