WISMO (where is my order) is the name for customer messages asking about the status or location of an order they have placed.
For most online shops it is the most common type of message, and it spikes around sales, bank holidays and courier delays. To measure it, tag order status conversations and divide them by all conversations in the period.
Many WISMO messages are avoidable. Send a shipping confirmation with a working tracking link, give honest delivery estimates at checkout, and tell customers about a delay before they ask. When an order is genuinely late, apologise and give a date.
Each answer still needs the order looked up. Hobson puts the Shopify order and tracking beside the message and drafts the reply with {tracking_url} filled in. Once those drafts have a track record, the category can earn auto-send. For wording, see the where is my order template and the delayed order template.