Who does the setup and how long does it take?

We do the setup: we connect your Instagram and WhatsApp accounts and teach the assistant your business information. The assistant starts writing the moment the Meta approval steps are completed.

Which channels does it work on?

Instagram DM, Instagram comments and WhatsApp Business. External system integrations such as an appointment calendar, shipping or stock API are not included by default.

Does it take orders and payments?

No. The assistant greets, qualifies and hands the request to you; orders, payments and delivery are completed in your own channel. No payment is taken inside the chat.

What if the AI gives a wrong answer?

Answers are limited to your own knowledge base; when it does not know, it does not guess and passes the conversation to you. You can take over the conversation from the panel at any time.

Where do the leads land?

On the Leads page in the panel: customer, channel, stage (new, interested, quoted) and a link to the conversation. Handed-off requests also reach you as notifications.

Is everything included in the price? Any hidden costs?

Setup, assistant training and monthly maintenance are included. WhatsApp Business API message fees and, if you request it, custom integration development are charged separately.

Can I cancel, is there a commitment period?

There is no commitment period; you can cancel at any time. Setup is free, so you can start without risk.

All your data is stored encrypted on Google Cloud infrastructure. The AI never uses your data for training. You can export or delete your data at any time.

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August 7, 2026·6 min

Automating E-Commerce Order and Shipping Questions

E-TicaretSipariş OtomasyonuOtomasyon

Why E-Commerce Order Questions Repeat

Order and shipping questions repeat: 'When will it arrive?', 'Where is my order?', 'How do I return this?'. The same question arrives hundreds of times and every answer costs someone time.

Automating them takes two things: the answer itself (your order records) and an assistant that can deliver it on the customer's channel.

Order records live in DSP's **orders** module: you add them from the panel or push them with your own script via `POST /api/v1/orders` (order no, status, tracking number, carrier).

How DSP Answers Order Questions

When a customer asks with an order number, phone number or email, the assistant finds the record and shares the status plus the tracking link. DSP builds the link: Yurtiçi, MNG, PTT, Aras, UPS — with a universal tracking page (17TRACK) when the carrier is unknown.

The assistant does NOT open order records (2026-09 decision: the sales role only records leads) — you supply the record from the panel or the API and the assistant relays it.

A customer asking about a shipment is your warmest lead: the assistant records the request with `lead_stage` on your leads board, opens the contact record and hands it over when needed. Closing always stays with you.

Support load drops: 'Where is my order?' is no longer tied to one person — every customer gets the same answer from the same record.

How to Set Up

Step 1: Decide where your order data comes from: panel entry, your own script (Shopify `fulfillments`, Trendyol `shipment-packages`, Hepsiburada `/delivery/integration/track`) or your existing order API.

Step 2: Push the tracking number and carrier to DSP (manually or via script) — the assistant builds the tracking link from that record.

Step 3: Connect WhatsApp/Instagram DM and load your return, delivery and shipping policies into the knowledge base.

Step 4: Test the bot — order number, phone number and an unknown number.

Step 5: Go live and watch reply quality and the lead flow.

Frequently Asked Questions

Does order automation replace my existing system? No. DSP reads your order records; you keep creating them and your current flow continues.

Does the assistant contact the carrier for live status? No — it shares the status and tracking link from your record. The script that writes tracking numbers into DSP stays on your side.

Which carriers are supported? Yurtiçi, MNG (DHL eCommerce), PTT, Aras and UPS; when the carrier cannot be detected a universal tracking page (17TRACK) link is generated.

Conclusion: Connect Order Questions to Your Lead Flow

Automating e-commerce order questions reduces support load and turns the customer who asked into a lead for your business. Our team handles the DSP setup.

Start with our WhatsApp bot guide or see our SME guide.

Set up a 24/7 AI team for your business

Our team handles the setup — start with a free discovery call.

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