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Overview

Once Ingrid Tracking is connected, the Dema Agent can look up where a delivery is directly inside a conversation — the carrier, the current delivery step and its full progress history, the estimated delivery time, any alerts or exceptions Ingrid has raised, and a customer-facing tracking page link. Ingrid Tracking is read-only: the agent looks data up, it does not change anything in Ingrid.
This is a separate integration from Ingrid (Returns). Ingrid runs Returns and Delivery Tracking as two different APIs with different credentials, so if you use both, connect Ingrid twice — once on the Ingrid card with your Returns API key, and once on the Ingrid Tracking card with the values below. Your Returns API key does not work for tracking.
The agent only acts when you ask it to.

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Prerequisites

  • Ingrid’s Tracking product enabled on your Ingrid agreement. If you only use Ingrid Returns, there is no tracking data to read.
  • A production Delivery Tracking API token for your Ingrid account.
  • Your Ingrid site ID — the identifier of the site whose deliveries the agent should look up. It is the same siteId used when Ingrid’s tracking widget is installed on your site.
Ingrid’s API tokens are specific to one environment. Dema connects to Ingrid’s production environment, so a test or stage token will not work. If you cannot find a Delivery Tracking token or your site ID in the Ingrid platform, ask your Ingrid contact or support@ingrid.com — Ingrid may need to issue the tracking token for you.

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Connect Ingrid Tracking

1

Collect your site ID and tracking token from Ingrid

You need two values from Ingrid:
2

Connect in Dema

In Dema, go to Agents → Settings → Integrations, find Ingrid Tracking, and click Connect. In the siteId:token field, paste your site ID and tracking token joined by a colon, with no spaces:
Click Add. Dema marks the integration as Active.
There is a single field — combine both values into one string separated by a colon.
3

Check it works

Ask the agent about a recent order, for example: “Where is order 100542, and has it been delivered?” If it comes back with the carrier and the delivery steps, the connection works.
If you have several Ingrid sites, connect the one you ask about most. You can name another site in a question when you need to, and the agent will look it up there.

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What you can ask for

Ingrid’s Delivery Tracking API answers one order, tracking number, or customer at a time — it cannot list deliveries for a date range. So the agent can answer “where is this order and is it late”, but not “what share of deliveries missed the promised date last month”. Delivery statistics over a period need the tracking data loaded into Dema as a data source instead; talk to us if that is what you are after.
The estimated delivery time the agent reports is Ingrid’s current estimate, and it is revised as carriers report progress. It is not the delivery promise the customer saw at checkout.

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Rotating the token

Get a new Delivery Tracking token from Ingrid, then click Reconnect on the Ingrid Tracking integration card in Dema and enter the new siteId:token string.

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Troubleshooting

The siteId:token field must contain your site ID and your tracking token joined by a single colon, with no spaces, and both halves present — for example my-site-id:eyJhbGciOi....
Check that it is a Delivery Tracking token for Ingrid’s production environment. The Returns API key from the Returns backoffice does not work here, and neither does a stage token.
Two common causes: the order belongs to a different Ingrid site than the one you connected — name that site in your question — or Ingrid has no tracking data for it, which happens for orders placed before Tracking was enabled.
That is the API’s limit, not the agent’s. Ingrid’s tracking API only answers point lookups, so period-level delivery performance is not something the integration can report. Contact us about loading tracking data into Dema instead.
If you are still stuck, contact support with the error message you see.

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Additional resources