Bruma
Where's my order?
Hi! Your order is on its way and arrives on November 5 📦
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Order-Update Delight
The AI finds each customer's order, tells them where it is and when it arrives, and sends them the tracking.
No card to get started
Compatible with
Bruma
Hi, when does my order arrive?
Hi! Your delivery is scheduled for today 📦
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Bruma
Did my order arrive?
Great news! Your package was delivered ✅
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What it solves for your team
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The status, with its tracking
It says where the order is and when it arrives, and sends the carrier's tracking in a button.
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Answers where they write
On WhatsApp, Instagram, Messenger and your webchat, even when your team is offline.
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Hands off what it can't solve
It doesn't change orders, addresses or payments: it passes the conversation to your team.
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In your customer's language
It answers in the language they write in, with the status and the delivery date.
How it answers about each order
In one conversation, each question is answered by the Playbook that knows how. And what needs a person reaches your team.
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Finds their orders
Valentina doesn't give the number. The Playbook looks up her orders in your store and, since she has several, asks which one.
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Sends her the status
It tells her where it is and when it arrives, with the carrier's tracking in a button.
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The supervisor picks the Playbook
If she asks about something else, it passes the conversation to the Playbook that knows how, like Smart Recommender.
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Your team takes what needs a person
It doesn't change addresses or orders. It hands the conversation to your team, who follow it from the Inbox.
Set up in minutes
Choose the channels, who it hands off to and its tone. Then turn it on.
Works with your eCommerce
The Playbook answers with the orders and shipments your store shares with Hellotext. Connect your eCommerce in minutes with our setup assistant.
Available from the Pro plan, with 38 eCommerce Playbooks. See plans
FAQ
Frequently asked questions
What is Order-Update Delight?
It's the Playbook that answers “Where’s my order?” for your team: it finds the customer's order, tells them where it is and when it arrives, and sends them the carrier's tracking.
Does it need the order number?
No. It looks up the customer's orders in your store and, if they have several active ones, shows them a list to choose from. If the customer gives an order or tracking number, it looks it up directly.
What does it answer?
The order's status in plain words and its estimated delivery date, in a short message with no codes. If the carrier has tracking, it sends it in a button. If the order hasn't shipped yet, it says it's being prepared.
Where does its information come from?
From the orders and shipments your store shares with Hellotext, and from the carrier's tracking. It never makes up a status. If it can't find the order, it says so and asks the customer to check the number.
What if the carrier doesn't respond?
It explains that tracking isn't available right now and offers to pass the conversation to your team.
What doesn't it do?
It doesn't change orders, addresses or payments, and doesn't cancel or process returns or exchanges: for those it hands the conversation to your team.
What if the customer asks about something else?
The AI's supervisor passes each question to the Playbook that can answer it, like Smart Recommender or Instant Answers, if you have them on. If your customer asks for a person, the Playbook hands off right away.
Which channels does it answer on?
On WhatsApp, Instagram, Messenger and your website's webchat.
Which language does it answer in?
In the language of your customer's latest message.
Which plan includes it?
It's available from the Pro plan, which includes 38 eCommerce Playbooks.
Learn more
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Help Center
The Order-Update Delight Playbook
How it answers about your orders, on which channels and when it hands off to your team.
Answer about every order, starting today.
Connect your store and turn on Order-Update Delight. No card needed to start.
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