**To configure Papo's Capitão (https://papo.global/) to check order status in real time, use a custom Tool via HTTP. It connects the assistant to your ERP, e-commerce, or CRM endpoint and lets the AI interpret the customer's message, send the order number to the external system, and return the status during the WhatsApp conversation.**

With this setup, Capitão is no longer just an assistant that answers questions and starts performing practical actions. The customer can send “where is my order 12345?” and receive an automatic reply, such as “Order in transit,” without human intervention. This reduces queues, speeds up service, and frees the team for complex cases.

## Configuration summary

| Stage | What to do | Note |
| :--- | :--- | :--- |
| **1. Access Capitão** | Open the assistant settings in the Papo platform. | Exact menu names may vary. |
| **2. Create a custom Tool** | Use the HTTP type to connect Capitão to an external system with an API. | Requires technical knowledge of APIs and HTTP requests. |
| **3. Define the endpoint** | Enter the API URL of your ERP, e-commerce, or CRM. | Example: `https://api.meusistema.com/v1/pedidos`. |
| **4. Configure method and authentication** | Use GET to fetch data and include security headers, such as an authentication token. | Example: `Authorization: Bearer sua_chave_secreta`. |
| **5. Send the order number** | Allow Capitão to use the information provided by the customer in the conversation. | The action becomes dynamic according to the order provided. |
| **6. Link to WhatsApp** | Activate the assistant in the WhatsApp inbox. | The lookup starts working during support. |

## How order status lookup works with Capitão

The flow is a cycle that connects the customer's message to a concrete action:

1. **The customer asks about the order:** Sends something like “Where is my order 12345?”.
2. **Capitão understands the intent:** Based on the instructions and descriptions of the configured tools, it identifies that it should check the status.
3. **The Tool is triggered:** The assistant sends the number “12345” to your external system endpoint.
4. **The system returns the status:** The API returns a result, such as “Order in transit” or “Order delivered.”
5. **Capitão replies to the customer:** The AI uses this return to formulate a natural and complete response on WhatsApp.

All this happens in real time, without a human agent needing to copy the order number and open another system.

## Prerequisites for using a custom HTTP Tool

Before configuring, it's important to have:

- **A Capitão assistant created** on the Papo platform, with a name and description defined.
- **An external system with an available API**, such as an ERP, CRM, or e-commerce platform.
- **The endpoint URL** that will be called to check the order.
- **Authentication credentials**, such as an API key or access token, to keep the request secure.
- **Knowledge of APIs and HTTP requests**, since configuring custom Tools is advanced.

If you don't have an API in your system or don't know what data it accepts, the technical details should be validated with the development team or the vendor's documentation.

## Native vs. custom Tools for orders

Papo offers two types of Tools for Capitão:

| Type | Description | Example use | Technical knowledge |
| :--- | :--- | :--- | :--- |
| **Native** | Preconfigured integrations ready to use on the platform. | Schedule a demo in Google Calendar. | Low, just activate and connect the account. |
| **Custom (HTTP)** | Custom actions that connect to external systems or Papo's API. | Check the status of an order in the company's e-commerce. | Advanced, requires APIs and HTTP requests. |

For checking order status in real time, the most common path is the custom HTTP Tool, since the order is usually in the company's own system. There is no automatic native integration for any ERP or e-commerce; each system needs to be connected through the corresponding endpoint.

## Configuring the custom Tool for order status

The conceptual process to enable order lookup follows a clear logic:

1. **Access the assistant settings:** In the Papo panel, open the Capitão configuration area where Tools are managed.
2. **Create a custom HTTP Tool:** Choose the option that allows connecting to an external system via API.
3. **Fill in the request data:** Enter the endpoint URL, the HTTP method (GET to fetch data), and the authentication headers, such as `Authorization: Bearer sua_chave_secreta`.
4. **Define how the order number will be sent:** The Tool can use data from the conversation to make the action dynamic. Thus, when the customer provides order 12345, Capitão sends this value in the call.
5. **Clearly describe when the Tool should be used:** Capitão selects the appropriate tool based on the instructions and descriptions you configured. Include examples of messages, such as “check status,” “where is my order,” or “track order.”
6. **Link the assistant to an inbox:** Activate Capitão in the WhatsApp inbox or another channel connected to Papo. From then on, it will respond to status requests within the conversation.

Exact screen and button names may vary within the platform. If you have questions about where a field is located, consult the Help Center or Papo support.

## When this automation makes sense

Configuring real-time order status lookup is useful for operations that:

- Receive many repeated questions about orders on WhatsApp.
- Sell through e-commerce or work with delivery deadlines.
- Want to reduce first response time in post-sale conversations.
- Need to free the team for cases that require human analysis, such as exchanges, refunds, or complaints.
- Already have an external system with an order lookup API.

If your operation doesn't yet have an order API, full customization may not be possible immediately. In that case, it's worth evaluating whether a native Papo Tool covers another stage of support, such as scheduling a demo in Google Calendar.

## Frequently asked questions

### Do I need to know how to code to configure order status lookup?

Yes, for custom HTTP Tools, advanced knowledge of APIs and HTTP requests is required. Native Tools have simpler configuration, but they don't automatically cover all external systems.

### Can Capitão check more than one system?

Yes. You can configure multiple custom Tools so Capitão can communicate with different APIs, such as ERP, CRM, or e-commerce platform.

### How can I ensure the lookup is secure?

Use authentication headers, such as an access token, so the request is secure and authorized. For example, `Authorization: Bearer sua_chave_secreta`. Do not share keys publicly, and validate access only to the necessary endpoint.

### Can I test before activating it on WhatsApp?

Yes. Ideally, validate the API call with an external testing tool before activating the assistant in the inbox, avoiding incorrect responses to the customer.

### What happens if the external system returns an error?

Capitão can only respond based on the API return. If the endpoint is down or returns an error, the response may not contain the status. That's why it's important to monitor the availability of the integrated system.

Read also:
- [How to train Capitão to identify purchase intent and transfer to a salesperson](/hc/papo/articles/train-capitao-purchase-intent-transfer-salesperson)
- [How to test a Papo webhook connection before activating automation](/hc/papo/articles/how-to-test-papo-webhook-connection-before-activating-automation)

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