In this guide, you will learn how to create an AI-powered support chatbot with Crisp that automatically answers "Where is my order?" requests using external order data. No code is required in Crisp, but you'll need access to your order system or a webhook service.

Just discovering Crisp AI Chatbot?

Check out our Getting Started with the Crisp AI Chatbot article first to familiarize yourself with the basics of creating scenarios.

Requirements

To use the WISMO chatbot feature, you’ll need:

• A Crisp workspace
• An ecommerce plugin installed and connected to your Crisp Workspace
• Orders synced with Crisp (handled automatically once the integration is active)

What is a "Where is my order?" chatbot?

A "Where is my order?" chatbot is an AI-powered assistant that helps customers track their orders automatically via chat. Instead of waiting for a human agent, users can simply ask the chatbot about their order status (often abbreviated as WISMO), and the bot will provide an instant update. This kind of chatbot is especially useful for e-commerce or retail businesses, where order tracking questions are very common.

Such a chatbot can understand variations of customer questions like “Where’s my package?”, “When will my order arrive?”, or “I haven’t received my order yet” and retrieve real-time information about the order.

By integrating with your order management system (via a webhook/API call), the bot can deliver accurate tracking details (status, shipping updates, etc.) right within the chat conversation, any time of day.

Advantages of automating order status queries

• 24/7 Instant Answers: Customers get immediate responses about their order status at any time, improving satisfaction and reducing anxiety.
• Reduced Workload for Support: The bot handles repetitive tracking questions automatically, freeing up your support team to focus on more complex issues.
• Real-Time Order Data: The chatbot connects to your live order database or shipping API, so users always receive up-to-date information on their shipment.
• Consistent Omnichannel Support: A single Crisp chatbot scenario can work across all channels (website chat, Messenger, WhatsApp, etc.), providing a uniform tracking experience everywhere.

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What the customer experience looks like

Once enabled, the WISMO chatbot works instantly, no manual setup, no scenario required.

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Here’s what a typical AI answer looks like:

Customer: my order id is 1020
Bot: Here's the latest update on your order:
• Order number: 1020
• Placed on: Nov 24, 2025
• Total: €2629.95
• Financial status: Pending
• Fulfillment status: Not yet fulfilled
• Shipping to: 32 Rue de Monceau, 75008 Paris, France
• Item in your order: The 3p Fulfilled Snowboard (1 unit)

Your order has been confirmed but has not yet shipped. We’ll notify you as soon as it’s on the way!

The response is rich, accurate, and personalized, pulled automatically from your ecommerce data.

You don’t need to create any chatbot scenario. The Crisp Agent understands the intent, fetches the order, and replies to the customer, in real time, across all channels.

How to enable the WISMO Agent

To enable the “Where is my order?” chatbot, just make sure your ecommerce system is connected to Crisp.

For Shopify, WooCommerce, or Prestashop

1. Go to your Plugins → AI Agent
2. Make sure your ecommerce plugin is connected (Shopify, WooCommerce, Prestashop, etc.)
3. Enable the Get Order Details tool selector
4. That’s it! 🎉

The AI Agent will now reply automatically to WISMO-type messages from your customers.

FAQ

Do I need to write chatbot messages?

→ Nope. The bot understands natural language and replies automatically.

Does it work in multiple languages?

→ Yes. The AI Agent detects and responds in your customer’s language.

What if the order can’t be found?

→ The bot will let the user know and offer to hand over to a human agent.

Updated on: 09/12/2025