WhatsApp AI Agent for Order Status Update

Go to the AiSensy Signup Page. Create your account using either:

• Your Google account, or

• Your business email address by filling out the sign-up form.

Once signed up, Log in to AiSensy using the same Google account or email credentials.

Once you are logged in, navigate to and click on AI Agent available on the navbar on the left.

Fill in the details given below:

• Website (mandatory)

• Business type

• Anything special it should know? (optional)

• Business context (optional)

Once you fill these details correctly, proceed to hit '✨ Create agent' button. AiSensy automatically builds an agent trained on your business.

When you add your website, AiSensy AI engine auto-generates your business description. Here you set your agent's name, greeting, and a few ground rules it must always follow.

Fill the details given below:

• Website (fetched automatically)

• Agent/business name

• Greeting message (optional)

• Store currency

• Business type

• What the business does

• Ground rules

In this step, you have to tell the agent about your business website. You can submit this information in the form of PDF, DOC, TXT, or CSV files. The agent entirely relies on the kind of information you submit. Hence it always responds according to it and never gives generic replies.

Every source shows "Ready" once learned.

Perform the below mentioned steps:

• Crawl a page (website URL)

• Upload files (PDF, DOC, TXT, CSV - up to 50MB each)

• Paste text (policies, scripts, price lists)

What you can do:

You can add shipping timelines, tracking instructions, explanations of order statuses, return and refund timelines, and escalation policies. In this case, the already uploaded FAQs alone cannot provide live order status.

In this step, navigate to and open Add Skills. Check the prebuilt skills list first. If the skill you need isn't already available, then navigate to and hit 'Create custom' button. You can name it Order & Delivery Status, and pick Task skill as the type.

The other details which need to be filled are given below:

• What kind of skill is this? (Task skill)

• Icon & name: Order & Delivery status

• When should the agent use it?

• Instructions

• Add skills

Now, you must make sure that the instructions fed to the agent are clear and easy to understand. The agent behaves according to the instructions given to it.

One such template example is:

“When someone asks ‘What’s the status of my request?’, ask for their order, application, or request ID. Follow the required verification steps, then check the connected system for the latest status. Share the update and expected completion date, if available. If no update is available, connect them with the support team instead of guessing.”

Once you enter these instructions, the agent fetches the information around the instructions and replies accordingly. 

For more info, tap here to learn how to create a custom skill

Now that you have created the skill you need, it starts to appear in the Skills list. You can now switch it on, expand it to set your cut-off and where a qualified applicant should go, then hit Done.

All that you have to go through is:

• Skills list

• Enable the order & delivery status skill

• Expand to configure its variables, templates & ads

• Skills enabled counter

Now you agent is well taught and it knows how it should respond.

Note* Please make sure that before enabling the skill, you configure it to identify which update the customer needs, collect the required reference number, verify ownership before sharing personal details, and retrieve the latest available status.

This step decides what happens when the agent can't help.

You can set handoff triggers for orders not found after rechecking details, overdue deliveries or refunds, tracking that hasn’t updated beyond your defined timeframe, or customers disputing a “delivered” status.

You can decide what happens when the agent can't help. Write the fallback message, switch on Hand off to a human, and add the phrases that should pull a person into the chat.

What you must fill:

• Fallback message

• Where your agent runs: up to 3 test numbers

• Hand off to a human: toggle

• Trigger phrases

• Handoff message

This step is the most crucial step of all and essential for live status updates.

You should connect the relevant order management, shipping, or returns system so the agent can retrieve the customer’s actual status. It can be optional only if it simply shares a tracking portal link and general instructions.

Actions let your agent fetch live information or complete tasks using connected tools and APIs - checking an order status, creating a CRM lead or booking an appointment.

Hit Add custom API action, tell it when to call it, then paste your cURL - the request fills itself in.

• Action name

• When should the agent call it?

• Paste cURL

• Request: method + endpoint URL

• Headers

• Params

• Body

• Auth

• Test call

Click on - Next: variables

Before going live with the agent, you can test your agent to identify valid and incorrect order IDs, multiple orders, delayed shipments, pending refunds, and integration failures.

Please ensure that the agent never invents a status or delivery date and clearly says when it cannot retrieve an update.

You can chat with your agent before your customers do with AiSensy's 500 free AI messages for a trial.

Publish, switch the AI on & you're live.

• Test your Agent panel (Train/Live modes)

• Publish

• AI on/off toggle