Shiprocket WhatsApp Tracking Updates: Setup Guide

Tell customers on WhatsApp when their parcel is on its way, out for delivery and delivered — and let a chatbot answer "where is my order?"

"Where is my order?" is the most common message any online store or local seller gets. Every one of those messages takes someone on your team a few minutes to look up and answer.

Most of them never need to be asked. If the customer already got a WhatsApp message when the parcel left, and another when it was out for delivery, they know.

This guide shows how to send shipping updates on WhatsApp with Shiprocket, and how a chatbot can answer tracking questions on its own.

What you can do

• Automatic tracking messages. For orders you ship through MotherBot, the customer gets up to three WhatsApp messages: on its way, out for delivery and delivered. Each goes out once, in that order.
• Tracking answers in chat. A chatbot can take an AWB number and reply with the latest status from Shiprocket.
• Pin code checks. A chatbot can check whether a pin code can be delivered to before the customer orders — useful for COD-heavy sellers.
• Create and cancel shipments. A chatbot or your team can create a Shiprocket order from a chat, look one up, or cancel it.

One important limit

Automatic tracking messages cover orders created in MotherBot — from the dashboard or by a chatbot. Orders created directly inside Shiprocket, or pushed to Shiprocket by another app, are not watched, so their customers do not get these messages.

If your store runs on Shopify, its own shipping and delivery messages already come from the Shopify integration, using the tracking link Shopify has.

Before you start

• A MotherBot account with a connected WhatsApp Business number.
• A Shiprocket account.
• The Shiprocket integration needs a paid MotherBot plan that includes it — the Free Forever plan has no integrations. See plans. Shiprocket bills its own shipping charges.

How to set it up

1. Go to Integrations → Shiprocket and sign in with your Shiprocket email and password.
2. In Settings → Shiprocket, switch on Send automatic tracking updates, and edit the three messages if you like.
3. Get those messages approved as templates under Templates. A tracking update usually reaches a customer who has not written to you in the last 24 hours, and WhatsApp only allows approved templates then. Inside the 24-hour window, your plain wording is sent instead.

MotherBot then checks each shipment's status every few minutes — more often once it is out for delivery — and sends the next message when the stage changes.

A "where is my order?" chatbot

Build a short chatbot that starts on words like "order", "track" or "where":

1. Ask for the AWB or order number.
2. Use the Shiprocket: Track Shipment step to look it up.
3. Reply with the status and the expected delivery date.
4. If the number is not found, hand the chat to a person.

Most tracking questions are then answered in seconds, at any hour.

What it costs

Shipping updates are utility messages. Meta charges about ₹0.12 each in India, inside or outside the 24-hour window. Meta bills you directly — see current WhatsApp rates. Chatbot replies to a customer who asked are service messages: the first 1,000 each month on each number are free, then each costs ₹0.115.

Frequently asked questions

Can Shiprocket send tracking updates on WhatsApp?

Yes, through MotherBot. Orders you ship through MotherBot get "on its way", "out for delivery" and "delivered" messages on WhatsApp automatically, once each.

Why didn't my customer get a tracking message?

The most common reasons: the order was created inside Shiprocket rather than through MotherBot, the tracking messages are not switched on, or the template is still waiting for Meta's approval.

Can a chatbot track an order on WhatsApp?

Yes. The Shiprocket: Track Shipment step looks up an AWB number and the chatbot replies with the latest status.

Can I check if a pin code is serviceable on WhatsApp?

Yes. The Shiprocket: Check Serviceability step tells the chatbot whether a pin code can be delivered to, so it can answer before the customer orders.

Next steps

See the Shiprocket integration, and confirm COD orders on WhatsApp to stop refused parcels before they ship.