When a customer asks where their order is, ask Bolt in WhatsApp or Telegram. Bolt reads the order from your store and writes a short reply you can copy and send to the customer in your own channel.
Get a reply for a customer
In your chat with Bolt, ask about the order: "Where is order #1042?"
Bolt shows the order's status and the tracking number on file, then asks Want a quick reply you can send to the customer? Reply YES.
Reply YES, or tap Draft reply where your app shows buttons.
Bolt sends the facts for the order, then Here is a reply you can copy and send: and the reply itself.
Copy the reply and send it to your customer by email, WhatsApp or however you usually talk to them.
You can also skip the status and ask directly: "Draft a reply for order #1042". Reply NO to the offer if you don't need one.
What the reply says
The reply greets the customer by first name when your store has one, names the order and says where it is, using only what your store has on record:
Shipped: when it shipped, the carrier and the tracking number, with a tracking link when your store has one.
Not shipped yet: the order's current status, with a thank-you for their patience when it has been waiting a while.
Delivered, ready for pickup, cancelled, returned or refunded: that status, plainly.
It ends with your store's name. If an order has waited longer than your fulfillment target, Bolt warns you in the facts above the reply, not in the reply itself. If no tracking number is on file, Bolt tells you, so you can add one in your store first.
Good to know
Bolt only writes to you. It never messages, emails or calls your customer, and it never changes the order.
Bolt does not guess. The reply comes from the order as your store has it right now, never from an AI rewrite.
It works on Shopify, WooCommerce and Ecwid. On WooCommerce the reply is shorter for now: it uses the order's status and any tracking number you added through Bolt, and it greets the customer with "Hi there".
If Bolt can't tell which order you mean, it asks for the order number and drafts nothing.
If Shopify denies access to customer details
Shopify can refuse to share customer details with an app. Bolt handles the two places this shows up differently:
A reply for a customer. If only the customer's first name is denied, Bolt still writes the reply from the order's status and tracking. It greets the customer with "Hi there" instead of their first name. Nothing else in the reply changes.
A customer lookup. If you ask about a customer and Shopify refuses, Bolt says Shopify is denying GoBolt access to customer details for this store. and adds the support email and the Help Center link. Contact GoBolt support to have the app's customer-data access checked. See Look up a customer or their orders from chat.
If Bolt says it could not read the order, nothing was drafted. Try again in a moment.
Related
Still stuck? Open Get help in GoBolt, or email [email protected].