SMS Bot for Online Shopping
Message customers2 min readUpdated 2026-03-12
SMS Bot for Online Shopping
Use SMS Bot to handle common e-commerce inquiries automatically — order status, shipping estimates, return policies, and product availability.
Example Keywords and Replies
| Keyword | Reply Type | Example Response |
|---|---|---|
order | Dynamic webhook | Fetches order status by phone number from your order system |
track | Dynamic webhook | Returns shipping carrier and tracking link |
return | Static text | "To start a return, visit [your-return-url]. Returns are accepted within 30 days of delivery." |
hours | Static text | "Our support team is available Monday–Friday, 9 AM–6 PM ET." |
help | Menu | "Reply 1 for order status, 2 for returns, 3 for product info, 4 to speak with an agent" |
Setup Approach
- Static replies first. Cover return policy, business hours, and shipping FAQs with fixed text — these don't change and require no server integration.
- Add webhooks for dynamic data. Connect order lookup and tracking endpoints so customers get real-time answers.
- Build a main menu. Create a "help" keyword that routes to all available options.
For step-by-step bot creation instructions, see Automate SMS Replies with SMS Bot.
Related Articles
Was this helpful?