“Where’s my parcel?”: how to reply to buyers without a manager

Why this question takes so much time

Each reply takes a minute on its own. But there are lots of these questions, they come in the evenings and on weekends, and the manager has to keep switching between the chat, the order list, and the Nova Poshta website. Meanwhile, the customer is waiting—and messages again.

How the bot understands questions

Customers ask in different ways: “Where’s my parcel?”, “When will it arrive?”, “What’s the shipping waybill number?”, “What’s happening with order #12?”, “I paid, but still haven’t received it.” The bot recognizes these questions and replies with data from your order database—not generic answers. It won’t mistake a question like “How do I order?” for a request for an order status.

What the customer gets

Instead of “I’ll check,” the buyer sees their order card right away:

• Status — accepted, confirmed, paid, shipped, or delivered.
• Payment — if an order is still awaiting payment, its card includes a “Pay” button.
• Nova Poshta waybill and status — the waybill number and the latest known shipment status.
• “Track package” button — takes you to the tracking page on the Nova Poshta website.

If the buyer gives an order number, the bot shows that order; otherwise, it shows up to three of their most recent active orders.

Only their own orders

The bot only shows this buyer’s orders from the last 3 months. It won’t reveal someone else’s order number, even if the buyer provides it. So asking “where’s my parcel?” can’t be used to find someone else’s address or phone number.

How the bot knows the delivery status

When a waybill is created through LEO Chat—automatically after an order or manually—delivery status is automatically synced from Nova Poshta. Tracking for shipped orders is checked about every 45 minutes. Once the parcel is received, the order status changes to “Delivered,” and the bot lets the buyer know.

For pickup or delivery without a Nova Poshta waybill, manually set the order status to “Delivered.”

How to connect your Nova Poshta API key, let buyers choose a branch in chat, and create shipping waybills — see the chatbot with Nova Poshta page. This page covers post-purchase questions only.

If the order wasn’t placed in chat

The bot answers questions about orders placed through LEO Chat. If the buyer has no such orders, the question isn’t intercepted; it moves on to your flow or the AI. So it’s worth adding a short answer to your knowledge base on how to track an order from your website and where to get help if something goes wrong.

What to leave to your manager

The bot can answer “where is it?” but it can’t resolve problems. Lost or damaged parcels, returns, and complaints need a person. If a buyer asks to “connect me with a manager,” the bot hands the conversation to an agent, who can see the full history in the “Messages” window instead of starting with questions.

After delivery

Once the parcel is received, you can ask for a review: after a set number of days (2 by default), the bot will ask the buyer to rate their order from 1 to 5. For ratings of 1 to 3, the bot will ask them to describe the problem, and the rating and comment will be sent straight to your Telegram. Later, the bot can recommend related products—read more in how to bring buyers back.