How do you use Shiprocket in Chatman?

To use Shiprocket effectively in Chatman, you first need to integrate Shiprocket with Chatman. Secondly, you should have a journey designed that quickly matches the data with Shiprocket and returns with accurate replies to customer queries.

How do you make a journey with Shiprocket?

• Head over to journey tab and tap create journey.

• Enter a relevant journey name say 'shiprocket_track_order.'

• Under user utterance tap 'user-initiated.'

• Select a user intent such as 'track shiprocket order.' This is where the customer automatically enters the journey.

• Now drag-drop a shiprocket card.

• Add a text message card.

• Add end conversation card.

Here is how the above journey works:

Like, say you are a customer to Chatman. For tracking your order, you send a text:

Customer
Hi, I ordered a pair of shoes from your website. Can you please track my order?

Since the journey was made with intent 'track shiprocket order' with utterances as 'track my website order'. The Chatman recognizes with keywords track and website that it's a shiprocket order (since the website uses Shiprocket for delivery).

As soon as Chatman recognizes the utterance, the flow moves to the Shiprocket card in the journey. For tracking the order, the card ask different questions as designed and as customer goes on answering those, Chatman responds accordingly.

As per card on recognizing the intent, the first message that system sends is:

Chatman
Hello, thank you for choosing our website. We are happy to assist you with your order. To track your order, please enter your AWB number. You can find it in your order confirmation email or SMS.

To this the customer responds and the flow goes on and on, like:

Customer
OK, my AWB number is 1234567890.

Chatman
Thank you for entering your AWB number. We are validating it. Please wait for a moment.

Chatman
Current shipment status for your order #1234567890 is In Transit placed on 29 Jan 2024. Here is your tracking ID: SR1234567890. Click this link to track your order https://www.shiprocket.in/track/SR1234567890

In case the system wasn't able to find the AWB number in the data, the flow in Shiprocket card would have moved to the 'regret message' and the system would have responded with a message like:

"We are sorry, we could not fetch your order details at the moment. There might be some technical issue with our system or the courier partner. Please try again later or contact our customer support for further assistance."

Customer
Thank you. That's very helpful.

Now the queries designed in Shiprocket card comes to an end with sending of tracking details to customers, the flow moves to the text message card, where the system asks customer:

Chatman
You're welcome. Is there anything else we can help you with?

Suppose if customer responds:

No, that's all.

The flow moves to the end conversation card and closes the chat.

You can further elaborate the journey for a better customer experience by adding a text message card with the message: "Thank you for contacting us. Have a nice day" and then add an end conversation card.

---

You can create more journeys utilizing the Shiprocket card.