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The Order Status (WISMO) skill

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 4 min read

What WISMO means

WISMO ("Where Is My Order?") is the single most common e-commerce support question. For a real store, WISMO accounts for 30 to 50% of inbound support volume. Most of it is a simple lookup the customer could do themselves if they remembered where the tracking page was.

The wismo_order_status skill deflects WISMO entirely. The bot pulls live order data from your e-commerce backend and answers without human intervention. Available on Growth and above. Growth+

How it works

The flow:

  1. Customer asks "where is my order?" or similar.
  2. Bot asks for the order ID or email used at checkout.
  3. Customer provides one.
  4. Bot calls the e-commerce platform's Orders API in real time.
  5. Bot replies with live status, tracking link, carrier, and estimated delivery date.

End-to-end: under 5 seconds per lookup.

Supported platforms

Two integrations live today:

  • Shopify via the Shopify Admin API. OAuth flow. Read-only scopes: read_orders, read_customers, read_shipping. Connects through AI Agents > Skills > wismo_order_status > Connect Shopify.
  • WooCommerce via the WooCommerce REST API. API-key flow. Read-only credentials with read scope.

For Magento, BigCommerce, and other platforms, use the custom_webhook skill to call your own backend. Native integrations for these are on the roadmap.

Setup with Shopify

Five minutes end-to-end.

  1. Enable the skill. In AskVault, AI Agents > Skills > Order Status (WISMO) > Enable.
  2. Click Connect Shopify. OAuth consent flow opens.
  3. Approve the requested scopes (read_orders, read_customers, read_shipping). No write access.
  4. You're redirected back to AskVault. Connection shows active.
  5. Configure trigger phrases under Skills > wismo_order_status > Triggers. Default list includes "where is my order", "track my order", "status of my order", "did my order ship".

Test it. Open your widget, type "where's my order?". Bot asks for an order ID, you provide one, bot looks up the order, replies with live status. Should take about 4 to 6 seconds.

Setup with WooCommerce

Slightly more manual.

  1. Generate WooCommerce API credentials. In your WordPress admin, WooCommerce > Settings > Advanced > REST API > Add Key. Read permissions only.
  2. Copy the Consumer Key and Consumer Secret.
  3. In AskVault. AI Agents > Skills > Order Status (WISMO) > Connect WooCommerce. Paste the store URL, Consumer Key, and Consumer Secret.
  4. Test the connection. AskVault makes a sample API call to verify credentials work.

If your WooCommerce store is on a subdomain or non-standard port, adjust the store URL accordingly (e.g., https://shop.acme.co).

Customer-facing UX

The bot's response looks like:

Here's the status of your order #1234:

Status: Shipped Carrier: USPS Tracking: https://tools.usps.com/track?... Estimated delivery: May 19, 2026

Anything else I can help with?

Tracking links are click-through to the carrier's site. For carriers that don't have public tracking URLs, the bot includes just the tracking number.

For orders that haven't shipped yet, the bot returns "Processing" status with an expected ship date. For canceled orders, "Canceled" with date.

Privacy and security

Three things to know:

  • Read-only access. The skill cannot modify orders, refund, or change shipping addresses. If a customer asks for a refund, the bot escalates to a human via the escalate_to_human skill.
  • Customer identity matters. The bot doesn't reveal order details until the customer provides matching info. Default: the customer must provide either the exact order number or the email used at checkout. Stricter mode requires both, enabled under Skills > wismo_order_status > Verification.
  • Audit trail. Every order lookup is logged with timestamp, conversation ID, and which customer info was provided. Visible under Live Chat > Conversations > [conversation] > Audit log.

Limits

The skill is on Growth and above. Each successful lookup counts as 1 query against your plan quota.

The Shopify Admin API has rate limits (40 requests per app per minute on standard stores, higher for Plus). High-volume stores with 100+ WISMO queries per minute should monitor for 429s under Dashboard > Channel Health.

Common pitfalls

Bot says "I couldn't find that order". Customer's order number doesn't match. Common causes: missing # prefix, typo, or order was placed on a different Shopify store. Bot offers to escalate to a human.

Bot returns stale status. Shopify Admin API caches order data for up to 60 seconds. If the carrier just scanned a package, it might take a minute to surface in the API.

Bot can't see orders older than 90 days. Shopify's read_orders scope by default returns the last 60 days. To see older orders, request read_all_orders (paid Shopify Plus feature) and reconnect the integration.

Multi-store setup confuses the bot. Each Shopify store needs its own AskVault workspace + integration. Cross-store lookups aren't supported.

FAQ

Can the bot cancel an order?

No. Read-only. For cancellations, the bot escalates to a human. Adding write access would expose your store to a significant security surface; we keep the skill scoped to lookups.

Does the bot show order line items?

Yes, optional. Enable under Skills > wismo_order_status > Include Line Items. Returns the products and quantities in the response. Useful when the customer can't remember what they ordered.

Can the bot handle multiple orders for the same customer?

Yes. When a customer asks "where are my orders?", the bot lists the most recent 5 with status for each. Customer picks one to see details.

What about partial shipments?

If the order has multiple shipments, the bot lists each with its own status and tracking. Useful for stores that ship from multiple warehouses.

Can the bot answer "when will my order arrive?"

Yes. The bot returns the carrier's estimated delivery date as part of the standard response. For more precise predictions ("by 5pm tomorrow"), the bot escalates to a human; carrier ETAs aren't reliable enough for promises.

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