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How to track orders

Goal: Customers ask “Where is my order?” on widget or WhatsApp and get a factual status from your commerce system — not a hallucinated ETA.

What you need​

  • AI Workspace for Support or Commerce
  • Policy docs in knowledge (shipping times, carriers) for non-account questions
  • Engineering: an order status Business Tool (Shopify, WooCommerce, custom API, or SDK handler)
  • Optional: identity / order-id collection so the tool is authorized

Steps (operator)​

  1. Create or open the workspace — Create an AI agent.
  2. Upload shipping and delivery FAQs to knowledge.
  3. Ask engineering to register the order status tool and bind it to this workspace — start from Order tracking solution.
  4. In Console test chat, try:
    • Policy: “How long does standard shipping take?”
    • Tool: “Status of order TEST-ORDER-ID” (use a sandbox order)
  5. Confirm the assistant asks for order id / email when required instead of guessing.
  6. Enable the customer channel (widget / WhatsApp).
  7. Spot-check Conversations in the first days; refine instructions if the model skips the tool.

Workflow​

Order tracking live

  1. Workspace + shipping docs — Policies in knowledge.
  2. Order status tool — Engineering wires commerce API.
  3. Test ask → tool → answer — Sandbox order IDs.
  4. Publish channel — Widget or WhatsApp.
  5. Monitor failures — Tool errors and missing IDs.