Where's my order
“Where's my order 1234?”, “when will it arrive?”, “what's my tracking number?” — after “is it in stock”, these are the most common questions in an online store. The assistant can answer them by itself, reading orders straight from your store.
You can start like this:
let it tell shoppers where their order is
The builder will open the home page of your site — the one where the assistant's chat window sits, or the one you name — recognise your store platform by itself and tell you exactly where in the admin panel to get the key. If you know your platform, you can also say:
I use WooCommerce, let it tell shoppers their order status
You send the key into the conversation, the builder asks for consent — and from that moment the assistant answers about orders by itself.
What the shopper sees
The assistant asks for the order number and the phone or email the order was placed with. Then it tells them:
- the status — “processing”, “out for delivery”, “completed”…;
- when it was placed;
- the delivery service;
- the waybill (tracking) number, if the parcel has already been sent.
Nothing else. No address, no order contents, no total, no name.
If payment in the conversation is connected, the shopper can pay for the verified order right there: the platform takes the amount from the order itself (WooCommerce, Prom.ua); the assistant only learns it together with the ready-made link and can't set or change it.
Why only by number and phone
Order numbers run in sequence: naming someone else's takes one try. And an order holds your shopper's name, address and phone.
So it's not the assistant that checks, but the platform. The assistant never sees your store's response at all: the platform itself matches the given phone or email against the order and only then passes the status, date, delivery and tracking number to the assistant. There's no way to talk the assistant into “showing the address” — it simply doesn't have it.
Someone who gives another person's number or the wrong phone hears the same thing as for a number that doesn't exist: “no order found with this number and contact”. So the answer doesn't even reveal whether an order with that number exists.
The phone can be written any way: 067 123 45 67, +380671234567, 0671234567 — it's the same number.
The assistant can't cancel or change an order
It only reads. To “cancel my order” it will suggest the shopper contact a manager — via messenger buttons or a live person in the chat window.
This is deliberate: cancelling through a store's API often doesn't return the item to stock or refund the money, and a phone number can't prove it's really the order owner asking — anyone who ever received a parcel from the shopper knows it.
Where to get the key
The builder will give you these steps itself — they're here so you can prepare in advance.
WooCommerce
- Go to your site's admin (WordPress) → WooCommerce → Settings → the Advanced tab → REST API.
- Click Add key. Description — for example “Assistant”; permissions — Read only.
- Click Generate API key and copy both lines — the Consumer key (starts with
ck_) and the Consumer secret (cs_). WooCommerce shows them only once. - Send both keys and your site's address to the builder.
“Read” permission is enough
The assistant doesn't change orders, so it doesn't need a key with write access — and you shouldn't give it one.
Horoshop
- Go to your store's admin → Settings → Admins and add a separate admin for the assistant. Only the store owner can create admins.
- Give it a role that can see orders, and set a login and password.
- Send the login, password and your site's address to the builder.
Horoshop's API signs in with an admin's login and password — there's no separate “key”. That's exactly why it's worth creating a separate admin: you can switch it off any time without touching your own login. If the access isn't accepted even though that login works in the admin panel, ask Horoshop support whether the API is enabled for your store.
Prom.ua
- Go to your seller dashboard → Settings → API token management.
- Enter a name (for example “Assistant”) and under Access give orders read-only access.
- Click Create token, then under Active tokens — View, and copy it.
- Send the token to the builder.
OpenCart and Shopify
There's no ready-made connection for these, and the builder will tell you why:
- OpenCart has no built-in orders API — it's added by separate modules, each with its own addresses and keys. You can build your own action following the documentation of the module installed in your store.
- Shopify, since 1 January 2026, doesn't let you create an app with a permanent key in the admin: the key is issued by the developer dashboard and lives for a day. The ready-made connection doesn't do that exchange yet.
In both cases the assistant can pass order questions on to a manager.
The key is stored once
Keys, logins and passwords go into the agent's keys — encrypted, and nobody shows them back: not the dashboard, not the builder, not the list of actions. The action itself only shows the spot where the key is filled in.
You can check the connection right away:
check order 1234, phone 0671234567
The builder will call the action with a real order number and show you both what the store replied and what the assistant will take from it.
When the key stops working
If the key was revoked or the admin password changed, the assistant will honestly tell the shopper it can't check right now and offer a manager. You'll get a notification “the action no longer has access” — with where exactly in your platform's admin to issue a new key.
Pass the new key the same way as the first:
update the WooCommerce orders key, here's the new one: …
Connecting again updates the existing connection rather than adding a second one. The same goes for fixing the site address if it had a mistake.
What to say
| Say | And it will |
|---|---|
| “let it tell people where their order is” | recognise the platform from your site and tell you step by step where to get the key |
| “I use Horoshop” / “I use Prom” | give the steps for that platform right away |
| “here are the WooCommerce keys: …” | connect it (it will ask for consent) |
| “check order 1234, phone …” | show what the assistant will see |
| “update the orders key …” | replace the key in the existing connection |
| “turn off order status for now” | turn off the action, keeping the keys |
What next
- Store products — so the assistant recommends products from your whole range.
- Chat window on your site — messenger buttons, where the assistant sends people with what it can't do itself.
- What the agent can do — the other ready-made integrations and your own actions.