What is the Track by Loop integration?

The Track by Loop integration connects Track by Loop (formerly Wonderment) to Instant AI. Tracking updates from Track by Loop, such as a parcel being out for delivery or delayed, can start your shipping flows in Instant for every carrier that Track by Loop tracks.

Why you need it

  • Without it, your shipping flows can only start from the tracking updates that Shopify records. Some carriers do not send these updates to Shopify.
  • Without it, Instant does not know when a carrier sends a parcel back to your store, so the Returned to Sender flow cannot start.
  • Without it, your shipping emails must stay in Track by Loop or Klaviyo.

How to set it up

Before you start

  • You need a Track by Loop account for the same store. Track by Loop only sends updates to other apps on its top plan. Check your plan in Track by Loop before you start.
  • You need to be able to log in to Track by Loop and open its settings.
  • Check which shipping emails Track by Loop, Shopify or Klaviyo sends now. You turn these off when you turn on the matching Instant flow.

Copying your Track by Loop security token

  1. Log in to Track by Loop
  2. Go to Settings > Integrations > Webhooks
  3. Copy the security token. Keep this tab open, because you come back to it after you connect

Note: Instant uses the security token to check that each tracking update comes from Track by Loop.

Connecting Track by Loop

  1. In your Instant AI dashboard, click the Settings cog in the bottom left corner
  2. Under Site, select Integrations
  3. Select the Shipping tab, or search for Track by Loop
  4. Click Connect on the Track by Loop card
  5. Paste the security token into the Security token field
  6. Click Connect
  7. Copy the Webhook URL that Instant shows

Adding the Instant webhook in Track by Loop

Track by Loop does not let Instant add the webhook for you, so you add it yourself.

  1. Go back to Settings > Integrations > Webhooks in Track by Loop
  2. Select Create a Webhook
  3. Paste the Webhook URL from Instant
  4. Keep all events selected
  5. Select Send Test

Tip: If you close the Instant window before you copy the Webhook URL, go to Integrations and open Track by Loop. The Webhook URL shows there while Track by Loop is connected.

Setting up a shipping flow

  1. Go to Flows in your Instant AI dashboard
  2. Scroll to the Orders & Shipping section
  3. Click Set up next to the flow you want. When Track by Loop is connected, the flow starts from Track by Loop
  4. The flow opens on the Template tab with a starter email already written. Edit the copy and design to suit your brand
  5. Turn off the email for the same event in Track by Loop, Shopify or Klaviyo
  6. Click Enable Flow when you are ready to send

Note: If Track by Loop, Shopify or Klaviyo already sends an email for the same event, turn that email off there. If you do not, shoppers get two emails for the same parcel update.

How it works

The 7 shipping flows

Each flow starts when Track by Loop sends Instant the matching tracking update. Track by Loop powers 7 flows in the Orders & Shipping section:

  • Shipment Confirmed: starts when the carrier picks up the shopper’s parcel.
  • Shipment Out for Delivery: starts when the parcel is out for delivery.
  • Shipment Delivered: starts when the parcel is delivered.
  • Shipment Delayed: starts when the parcel has not moved for longer than the stalled threshold that you set in Track by Loop.
  • Delivery Attempted: starts when the carrier tries to deliver the parcel and cannot.
  • Ready for Pickup: starts when the parcel waits for the shopper at a pickup point.
  • Returned to Sender: starts when the carrier sends the parcel back to your store. Only Track by Loop can start this flow.

In-transit scans do not start a flow, because Track by Loop sends one for each carrier scan.

Flows you set up before you connect

A flow that you set up from Shopify before you connect Track by Loop keeps starting from Shopify. Connecting Track by Loop does not change it.

If two versions of the same flow are on, the shopper can get two emails for the same parcel update. Instant shows a warning on the flow page when another version of the flow is already enabled. Keep only one version on.

How often a shopper gets each email

  • Each flow sends 1 email, straight after the tracking update.
  • Each parcel sends its own email. A shopper with two parcels can get two emails from the same flow.
  • If Track by Loop sends the same update more than once, Instant sends the email only once.
  • These emails follow the same consent rules as your other Instant flows. A shopper who has unsubscribed from your emails does not get them.

Order details in your emails

Instant uses the order ID in each Track by Loop update to find the Shopify order. The shipping block and order tracker then show the shopper’s own order.

  • The Track Your Order button goes to the Track by Loop tracking page. If the update has no tracking page, it goes to the carrier’s tracking page.
  • The Tracking number and Carrier fields come from Track by Loop.

For more on the blocks and fields in these emails, see How to set up order and shipping flows in Instant AI.

FAQ

Is Track by Loop the same as Wonderment? Yes. Loop bought Wonderment and renamed it Track by Loop. Some Track by Loop help pages still use the Wonderment name.

Which Track by Loop plan do I need? Track by Loop only sends updates to other apps on its top plan. Check your plan with Track by Loop.

Instant shows Connected, but my flows do not start. What do I do? Check that you added the Instant Webhook URL in Track by Loop, with all events selected. Then check that the security token in Instant matches the one in Track by Loop. Instant cannot see the webhooks in your Track by Loop account, so it shows Connected when the token is saved.

Do I need the read_fulfillments permission in Shopify? Not for flows that start from Track by Loop. The read_fulfillments permission is only for shipment flows that start from Shopify.

When does a parcel count as delayed? When it has not moved for longer than the stalled threshold that you set in Track by Loop. Change this threshold in Track by Loop, not in Instant.

What happens if I disconnect Track by Loop? Your shipping flows that start from Track by Loop pause. When you reconnect, check that the webhook in Track by Loop uses the Webhook URL that Instant shows. Your flows then start again for new tracking updates.

For more on how Instant decides when to send, see What does Instant AI check before sending an email?.