Answer order-status questions
Look up the customer's linked order and describe only the status and tracking data Shopify actually provides.
Shopify order operations on WhatsApp
WhatsApp AI automation for Shopify stores
Nudge's AI Front Desk connects WhatsApp questions to Shopify order lookup and product lookup, sends consented utility updates, and prepares a human handoff when the store team should decide what happens next.
Common questions become bounded store jobs
Each answer stays tied to connected Shopify data and a clear operational boundary. Nudge does not invent order events, catalog details or refund decisions.
Answer product questions
Search the connected catalog for current product information instead of guessing from an old script.
Send consented utility updates
Use approved utility templates for confirmed, shipped, delivered and cancelled updates after the customer opts in to tracking.
Hand exceptions to a person
Keep refunds, unusual fulfilment problems and unsupported requests with the store team, with the conversation context attached.
From customer question to a verified next step
The workflow keeps the source, answer and owner visible, so an exception does not disappear into a generic support queue.
01
Customer question
The customer asks about an order, tracking event or current product detail in WhatsApp.
02
Shopify lookup
Nudge checks the connected order or catalog instead of relying on a remembered answer.
03
Verified answer or update
The reply contains only available data, or an approved utility template carries a consented status change.
04
Human exception
Refunds, unusual fulfilment problems and unsupported requests move to the store team with context intact.
An order is not blanket permission to message
Buying from a store is not marketing consent. A customer opts in to track an order on WhatsApp, and that utility opt-in stays separate from marketing consent.
Confirmed, shipped, delivered and cancelled updates use approved utility templates. If the customer opts out, STOP always wins and no import or later order can silently restore permission.
For the wider rules around business-initiated follow-up, read how Nudge handles consent-aware WhatsApp AI lead follow-up.
Plan the operation before connecting the store
The practical guide explains linked-phone checks, status transitions, utility templates and the point where a person takes over.
Map your Shopify support workflow
Walk through the order questions, product data, utility opt-in and exception rules your store needs before a controlled connection.