The question every store gets every day
For most online shops, “where is my order?” is the single most frequent message. Answering it means finding the customer, opening the order, copying the status and the shipping number into a reply. AI SmartTalk does those steps in the chat on your WooCommerce store, at any hour.
The safety rule comes first: the agent never opens an order from a number someone types. It looks up orders for the customer it has identified — either because they are signed in to your WordPress site, or because they have just confirmed their email address with a one-time code — and your site only returns orders that belong to that customer's account. It then reads their most recent order and explains what it finds in plain words.
What the agent does
Identifies the customer first
A customer signed in to your store is signed in to the chat automatically through the plugin's Auto-Login. Anyone else receives a five-digit code by email and types it in the conversation before the agent looks anything up.
Reads the most recent order
The agent retrieves the customer's latest WooCommerce order and gives its status, the date it was placed, the total and the quantities ordered, in the customer's own language.
Gives the shipping number
When your fulfilment process stores a tracking number in the order's `_tracking_number` field, the agent returns it so the customer can follow the parcel.
Checks the carrier, if you want
With the separate parcel-tracking integration switched on and your carriers selected, the agent can also ask the carrier for the latest status of that shipping number. This integration needs a paid plan.
Passes the hard cases to a person
A parcel marked delivered that never arrived, a wrong item, a request to change the address: the agent hands the conversation to your team with a summary, and they reply from the AI SmartTalk inbox or the mobile app.
Set it up
- 1
Install and connect the plugin
Download the plugin ZIP from your AI SmartTalk dashboard, upload it in Plugins → Add New → Upload Plugin and activate it. Then click Connect with AI SmartTalk in the AI SmartTalk menu: your site's address is registered with the assistant automatically.
- 2
Keep Auto-Login on
In the plugin settings, leave Auto-Login enabled so that customers who are signed in to your store do not have to confirm their email again in the chat.
- 3
Check your plan and your tracking field
Order lookup uses the WordPress integration add-on: check that your plan includes it. Make sure your shipping workflow writes the tracking number to the order's `_tracking_number` field, and add the parcel-tracking integration if you want carrier statuses.
- 4
Write your delivery rules and test
Add your delivery times and claims policy to the knowledge base, so the agent can tell a late parcel from a normal one, then sign in as a test customer and ask about your last order.
Honest limits
What it does not do
Only the most recent order is read; the agent cannot list or search older orders. Guest orders are not found, because the lookup goes through the WordPress customer account that matches the verified email. Order lines come back as quantities and amounts, so the agent describes items less precisely than your order emails do. The shipping number is read from `_tracking_number` only. The agent does not change addresses, cancel orders or issue refunds, and it does not message customers on its own when a status changes.
Frequently asked questions
Can someone get order details by typing an order number?
No. The agent never looks up an order from a number. It reads the most recent order of the customer it has verified, and your site checks that the request comes from your AI SmartTalk assistant and only returns that customer's orders.
What about customers who checked out as guests?
Their orders are not found, because the lookup goes through a WordPress customer account with the same email address. Encouraging account creation at checkout makes order tracking work for more customers.
Does it work with my shipment-tracking plugin?
It reads the tracking number from the `_tracking_number` order field. If your plugin stores it under another name, the agent will give the status and total but no shipping number.
Does it notify customers when their order ships?
No. The agent answers when the customer asks; it does not send shipping notifications. Keep your WooCommerce emails for that.
What does it cost?
AI SmartTalk plans start at €9.90 per month, with a 30-day free trial. Order lookup uses the WordPress integration add-on, and live carrier tracking is a separate integration that needs a paid plan.
Sources
More solutions
Other use cases on this platform
- Customer support
Customer support on WooCommerce
One WordPress plugin connects an AI agent to your products, your pages and your customers' latest orders, so routine questions are answered in seconds and the rest reach your team with context.
- Product recommendations
Product recommendations on WooCommerce
Customers describe their need — a skin type, an ingredient to avoid, a budget — and the agent picks matching products and variations from your store, then explains the choice.
- Lead generation
Lead generation on WooCommerce
For the buyers who don't check out — trade accounts, large orders, custom projects — the agent runs a short conversational form, verifies the contact and alerts your team.
- Appointment booking
Appointment booking on WooCommerce
When what you sell needs a meeting — a fitting, a consultation, a workshop visit — the agent finds a free slot and books it in the conversation, or customers pick one on a booking page.
- FAQ automation
FAQ automation on WooCommerce
The agent learns your delivery, returns and warranty pages from WordPress, your FAQ spreadsheets and your PDF manuals, and answers the same questions every day — or says so when it doesn't know.
Order tracking on other platforms
- Order tracking
Order tracking on PrestaShop
The agent finds the customer's order from a reference, an order number or an invoice number, reads its status and shipping number from your back office, and only ever shows a customer their own orders.
