Reduce Support Tickets by 70%! (Automate Order Tracking on WhatsApp)

Learn how to reduce support tickets by 70% by automating order tracking on WhatsApp using Pabbly Chatflow and Pabbly Chatflow. Follow this detailed tutorial shows you how to build powerful chat automation that engages visitors and converts prospects—without any coding required.

Watch Step By Step Video Tutorial Below

1. Access Pabbly Chatflow to Create Your WhatsApp Chatbot

To automate order tracking on WhatsApp, start by accessing Pabbly Chatflow. Open a new tab and navigate to Pabbly.com/chatflow. Here, you can sign in or sign up for a free account. If you are a new user, you will receive 100 free credits every month, which is perfect for exploring the platform.

After logging in, you will see your dashboard. Ensure that you add your WhatsApp number by selecting either the WhatsApp connect method or the manual token connect method. This setup is essential for the chatbot to function effectively.

2. Create Your WhatsApp Chatbot in Pabbly Chatflow

Once you are on the dashboard of Pabbly Chatflow, navigate to the flows section. Here, you can create a new flow for your WhatsApp chatbot. Click on the ‘Add Flow’ button and name your chatbot, for example, ‘Automate Order Tracking on WhatsApp’.

• Click on the trigger button to select the event that will start your chatbot.
• Choose the ‘Keyword’ trigger event and enter keywords like ‘help’ and ‘hello’ to initiate the chatbot.
• Connect the trigger to the action step where you will send a welcome message to the user.

After setting the trigger, drag in the text button to send a welcome message. You can personalize the message by including the customer’s name using the contact custom field. This initial setup is crucial for engaging users effectively.

3. Collect Order ID from Users Using Pabbly Chatflow

Following the welcome message, your Pabbly Chatflow bot should ask users for their order ID. Use the ‘Ask Question’ feature to prompt users for this information. Make sure to set the response format to accept both letters and numbers, as order IDs often contain a mix.

• Drag the ‘Ask Question’ button into your flow and enter a prompt asking for the order ID.
• Connect this step to the API request action where you will send the order ID to Pabbly Connect.
• Ensure that the order ID is captured correctly to process the next steps.

This setup allows your chatbot to gather essential data from customers, which is necessary for the order tracking process. Ensure that each step is connected properly to maintain the flow.

4. Integrate Pabbly Connect for Order Tracking

The next step involves integrating Pabbly Connect to process the order ID received from users. Here, you will create a workflow that checks the order ID against your Google Sheets where order details are stored. In Pabbly Connect, click on ‘Create Workflow’ and select the webhook option as your trigger.

Copy the webhook URL generated by Pabbly Connect and paste it into the API request in your Pabbly Chatflow. Map the parameters such as name, phone number, and order ID to be sent to Pabbly Connect. Test the API request to ensure data is sent correctly.

This integration allows you to fetch order details dynamically based on the order ID provided by customers, significantly reducing the need for support tickets.

5. Send Order Status to Users via WhatsApp

After validating the order ID in your Google Sheets, the next action in Pabbly Chatflow is to send the order status back to the user. You can set up conditional responses using the router feature based on whether the order ID exists in your sheet.

If the order ID exists, send a detailed message including product, status, and expected delivery date. If the order ID does not exist, inform the user that the ID is incorrect. Connect these responses back to the WhatsApp messaging feature in Pabbly Chatflow.

By implementing this final step, you ensure that customers receive timely updates about their orders directly on WhatsApp, enhancing their experience and significantly reducing support tickets.

Conclusion

In conclusion, using Pabbly Chatflow in conjunction with Pabbly Connect allows businesses to automate order tracking on WhatsApp effectively. By following the steps outlined in this tutorial, you can reduce support tickets by 70% while enhancing customer satisfaction.