Retail and e-commerce · AI chat agent

Answer every "where is my order?", without adding support staff.

Order status questions make up a large share of support chats for most online stores. This chat agent looks up the order in real time, shares the tracking status, changes the delivery slot, starts a return or exchange, and only passes a chat to your team when something has gone wrong.

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WhatsApp · Web chat · RCS · Plans: Starter, Pro and Enterprise
The problem

Why teams move this to chat

Customers ask the same few questions every day, and peak sale days double the volume overnight. Support teams spend their shifts copying tracking numbers into chats, while customers with real problems wait in the queue.

What changes
  • Routine order questions answered in seconds, day and night
  • Support staff free for damaged, missing and refund cases
  • The same answers on WhatsApp, web chat and RCS
How it works

How the chat works

  1. 01

    Customer asks

    The customer messages on WhatsApp, your website chat or RCS, in their own words.

  2. 02

    Finds the order

    The agent identifies the customer from their number or order ID and reads the order from your system.

  3. 03

    Gives a real answer

    Shipped, out for delivery or delayed, with the tracking link and the expected date.

  4. 04

    Changes or returns

    The customer can pick a new delivery slot, or start a return or exchange by choosing the item and the reason.

  5. 05

    Escalates exceptions

    Damaged items, missing refunds and angry customers go to a support agent with the order and chat attached.

Example chat

What the customer sees

A short example of the conversation. Your agent uses your own wording, your rules and live data from your systems. Book a demo to see it on your own phone.

CustomerHi, where is my order?
AI agentHi Aisha. Your order #48213 (running shoes) left our warehouse yesterday and is out for delivery today between 2 pm and 6 pm. Track it here: northwind.example/t/48213
CustomerI will not be home today. Can it come tomorrow?
AI agentSure. Tomorrow I have 10 am to 1 pm or 4 pm to 8 pm. Which works?
CustomerEvening
AI agentChanged to tomorrow, 4 pm to 8 pm. You will get a message when the courier is on the way.

Example conversation. Names, numbers and links are made up.

Data

What every chat captures

  • Order looked up and status shared
  • Delivery slot changes
  • Return or exchange requests, with item and reason
  • Escalations and their cause
  • Customer rating at the end of the chat
Rules the agent followsThe agent only shares order details with the number or email on the order, follows your return policy exactly, and never promises a refund date that your system has not confirmed.
Related
AI customer supportWhatsApp AI agentWeb and in-app chatAll chat use cases

Questions buyers ask

Any order or e-commerce system with an API, including the common store platforms. Courier tracking can be added the same way.

Yes. It checks the return window and item rules, creates the return in your system and shares the pickup or drop-off details.

Yes. One agent answers on WhatsApp, web chat and RCS, with the same knowledge and the same order data.

The agent answers many chats at once, so routine questions do not build a queue. Your team only sees the chats that need a person.

Put this agent on your channels.

Pick a plan and start building, or book a 20-minute demo with our team.

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