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"Where is my order?" is the most common question in ecommerce support. The AI agent answers it with live order data, at any hour. Your team keeps the exceptions.
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The AI agent replies with status and delivery date pulled straight from the order.
Repetitive order questions get resolved end to end, without touching your team's queue.
Lost or damaged package? The chat lands with your team, full history attached.
Over 35,000 brands are already selling through service with Text
WISMO stands for "Where is my order?". It is the shorthand support teams use for every message that asks about order status, shipping progress, or delivery dates. For online stores, it is usually the single most common inbound question, and it peaks exactly when everything else does: sales, holidays, carrier delays.
Each one seems small. A customer asks, an agent opens the store admin, finds the order, copies the tracking status, writes a reply. Five minutes, maybe ten. Multiply that by every order in transit and WISMO quietly becomes one of the biggest line items in your support budget.
$6-10
The cost of resolving a single WISMO inquiry, according to Sorted.
69%
of shoppers call real-time order tracking a top factor when buying online (Metapack).
44%
of US consumers stopped buying from a company after one bad service experience (Statista, 2024).
The confirmation email arrives, then nothing. Customers ask because nobody told them.
"3-7 business days" reads like a shrug. Day five is when the messages start arriving.
A page stuck on "label created" for three days creates more worry than no tracking at all.
Weather, missed scans, holiday backlogs. The delay is not your fault, but the question is yours.
The AI agent reads the same order data your team sees and answers with specifics. There are no scripts or decision trees to maintain.
Order number, payment, fulfillment, and shipment status sit right next to the conversation, so every answer is specific.
Resolved order questions land in the Solved view. You can audit every answer, but you do not have to send one.
Your shipping policy, FAQ, and help center become the source of every reply.
Lost package or a damaged box? The chat reaches your team with full history, or becomes a ticket in 30 seconds.
Reports split chats into manual, assisted, and automated, so you can watch WISMO leave your queue.
It knows who is asking, what they bought, and what your policies say. Then it acts.
Contact info, total spend, past orders, and the live cart, all in view when the question arrives.
Replies match your tone of voice and answer length rules, in the languages you allow.
Watch the AI agent's chats in real time and take over whenever you want.
Track how many order questions your AI agent resolved without human support.
Define your AI agent's role, tone, and limits with custom instructions.
Put this AI agent on your store and see what it does to your order questions.
Meet your AI agentA skill is one plain sentence that tells the AI agent when to act and what to do. These four cover most of the WISMO queue.
When a customer asks about their order, look it up and reply with the delivery status.
When a customer reports a delivery issue without an order number, ask for it, then create a ticket.
When a customer says a package is lost or damaged, transfer the chat to the support team.
When a customer asks about an order after hours, answer from order data and create a follow-up ticket.
Write your own skill the same way, in one plain sentence. See the AI do its magic for your customers.
Put skills to workPut in your own numbers. Cost per question defaults to $8, the middle of Sorted's range.
The 80% figure is the AI resolution rate Stratco reports across its chats. Your mileage depends on your catalog and policies.
Automation handles the symptom. A few of these also cure the cause.
Prevent the question
Show a real date range at checkout instead of a shrug. Promise a day later than you expect and let the carrier arrive early.
A short note when an order ships, and another when it is out for delivery, prevents the question from ever being typed.
Answer it in seconds
An AI agent that reads order data answers "where is my order?" at 2 PM or 2 AM. That alone removes the biggest slice of the queue.
A stale tracking page creates tickets. Link to tracking in every reply and chase your carrier about the "label created" limbo.
Fix what remains
Automation earns trust by knowing its limits. Lost and damaged packages should reach your team in one step, with context.
Reports that group chats by topic show which carrier, product, or shipping option generates the questions. Fix upstream and the queue shrinks.
From signup to answered order questions in minutes. No coding required.
Sign up free with your business email. 14 days free, no credit card required.
Install the Shopify app and order data starts flowing into every chat.
Point the AI agent at your website, shipping policy, and help center. It builds its knowledge base from your pages.
One sentence activates it. From then on, WISMO answers itself.
Numbers reported by brands that run their customer conversations on Text.
$1.5M
Revenue after 8 months
+25%
Average order value
80%
AI resolution rate
A WISMO chatbot is an AI assistant that answers "Where is my order?" questions automatically. It connects to your store's order data, identifies the customer or asks for their order number, and replies with the current payment, fulfillment, and shipment status. The good ones do not stop at answering: they create tickets for real problems, hand lost package cases to humans with context, and report how much of the order queue they resolved on their own.
WISMR stands for "Where is my refund?", WISMO's post-return sibling. Both are status checks with factual answers, which makes both automatable: the AI agent looks up the record and reports back. If your store handles a lot of returns, expect WISMR to be the second biggest slice of your queue.
Count the tickets that ask about order status, divide by your total tickets, and multiply by 100. If the number surprises you, it is usually on the high side. Run it again during a promotion or the holidays and you will see why support teams staff up for December.
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