Keep customers updated as orders ship

insideDM doesn’t book couriers or create shipments — you do that in Shiprocket or with your courier. insideDM keeps the order, and your customer, up to date.

Move an order along

1. Go to Sell › Orders and click the order.
2. Next step shows what the customer sees right now, such as “Confirmed”, and a button for each step you can take.
3. Click Mark packed when it’s packed, Mark dispatched when it leaves, and Mark delivered once it arrives. Start preparing is there too; it doesn’t message the customer.
4. Keep Tell the customer on to message them about that step, or switch it off for this one step.

An order with no delivery address is a pickup: its buttons read Mark ready for pickup and Mark collected.

Under What the customer was told, each update shows Sent, Sending, Waiting for your approval or Not sent, with the reason.

Connect Shiprocket

1. Go to Set up › Connections, open Shiprocket under Delivery and click Set up Shiprocket.
2. In Connect Shiprocket, read Before you start, then enter the API user email and API user password of a dedicated Shiprocket API user — not your owner login — and click Verify with Shiprocket.
3. Under Webhook, copy the Callback URL and Security token into Shiprocket’s webhook settings. This is how Shiprocket tells insideDM when a parcel moves. Click Verify webhook; it’s confirmed when Shiprocket sends its first real update.
4. Finish the Match orders and Ready steps.

Link each shipment to its order

insideDM never guesses which order a parcel belongs to — not from a name, a phone number, an address or an amount. So you link each shipment yourself: in Set up › Connections › Shiprocket, under Order matching, click the Match button — it shows how many are waiting, such as Match 3 orders — and pick the order each shipment belongs to.

Once a shipment is linked:

• The order’s Delivery section shows the parcel’s journey — Booked, Picked up, In transit, Out for delivery, Delivered — and the day the courier expects it.
• The customer hears Shipped with the tracking link, then Out for delivery and Delivered, as the courier reports them.
• If the courier reports a problem, such as a failed delivery attempt, it shows on the parcel and comes to you in Needs you.

Choose which updates go out

1. Go to AI Studio › Agents and click Manage on Support & Resolution.
2. Under Support settings, click Order updates.
3. Switch each message on or off — all are on unless you turn one off.
4. For WhatsApp, click Create order templates so updates still reach customers after 24 hours. Once Meta approves them, click Use the order templates, then Save.

When a customer asks where their order is

Your Support & Resolution agent looks up that customer’s own orders — by the number they quote, like #217, or the order in that chat — and answers with its stage and the courier’s latest update. It never reads another customer’s order. If Support & Resolution is paused, the question comes to you.

If something’s not right

• “Not sent — Instagram window closed” — Instagram allows messages only within 24 hours of the customer’s last one. Tell them next time they write.
• “Not sent — WhatsApp window closed and no approved template” — set up order templates as above.
• “Not sent — your quiet hours” — it fell inside Quiet hours in Settings & team › AI controls › Selling limits.
• “Shiprocket credentials need attention” — Shiprocket rejected the API user. Click Replace credentials; the working ones keep running until the new ones verify.
• “Your role can see this order but not move it.” Ask whoever manages your team.