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Answer Order Questions

Answer shopper order questions in website chat

Use this Agent instantly or customize it - no programming needed

Answer a shopper's order question in chat
Reads
  • order question
    order question

    Your shopper asks about an order and may include its number.

  • verified shopper identity
    verified shopper identity

    Your chat links the signed-in shopper to a verified store customer ID.

  • chat conversation
    chat conversation

    Your chat provides the conversation where the shopper expects an answer.

  • customer orders
    customer orders

    Your store orders show recorded status, items, and addresses for that customer.

Website chat
Website chat

Your website chat supplies verified customer IDs and sends replies to the same conversation.
Online store
Online store

Your online store holds each shopper's orders and the recorded details needed for answers.
Online store
Is your shopper's verified customer ID missing?YesNo
Ask the shopper to sign in before sharing order details
Writes
  • chat reply
    chat reply

    Your shopper sees the matched order's requested detail or a clear next step in the same chat.

Is there no order for your shopper or no match for their supplied number?YesNo
Explain that no order matched and direct guest-order questions to support
Writes
  • chat reply
    chat reply

    Your shopper sees the matched order's requested detail or a clear next step in the same chat.

Could more than one order match your shopper's question?YesNo
Ask the shopper for the order number
Writes
  • chat reply
    chat reply

    Your shopper sees the matched order's requested detail or a clear next step in the same chat.

Does your shopper ask for live carrier tracking?YesNo
Explain the store has no verified carrier update and direct them to support
Writes
  • chat reply
    chat reply

    Your shopper sees the matched order's requested detail or a clear next step in the same chat.

Reply with the matched order's requested recorded detail
Writes
  • chat reply
    chat reply

    Your shopper sees the matched order's requested detail or a clear next step in the same chat.

This Agent starts when a signed-in shopper asks about an order in website chat. It finds an order under their verified customer ID. It replies with the requested detail or asks for an order number.

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monday.com
Used as:
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Shopify
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Zoom
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Wix
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WooCommerce
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Chatwork
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ClickFunnels
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Squarespace Commerce
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Podio
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Ecwid by Lightspeed
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Salla
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Made for your industry

Answer Order Questions is made for businesses in these industries.

Made for your role

Answer Order Questions is made for people in these roles.

Made for your department

Answer Order Questions is made for people in these departments.

How Answer Order Questions works

3 steps, in order, on every run.

  1. Find the Shopper's OrdersUse the verified customer ID from chat to find that shopper's orders. Read the recorded details for those orders.
  2. Identify the Order and QuestionMatch a supplied order number to those orders, or choose the sole match. Ask for the number when several orders could fit.
  3. Answer in the Same ChatReply with the requested order detail and its order number. Ask the shopper to sign in if chat lacks a verified customer ID.

How to Get Started

Connect your tools

Connect the tools you already use, such as monday.com, Shopify or Zoom.

11 tools
Set your rules
  • Connect a website chat that delivers new messages and accepts replies in the same conversation.
  • Bind the chat's signed-in shopper identity to the store's verified customer ID; never use an email address typed in chat as proof of ownership.
  • Grant read access to store orders and choose which order fields may be shown to the verified shopper.
Launch the Agent

Use safe mode to approve every result before it goes out, or let the Agent run automatically.

FAQs

Frequently asked questions about the Answer Order Questions:

Which order details can shoppers see?

You choose which order fields to show verified shoppers. The Agent can answer questions about recorded status, items, or address.

How does it confirm an order belongs to the shopper?

The Agent uses the verified customer ID from your signed-in chat. A typed email address cannot establish ownership. Without that ID, it asks shoppers to sign in.

What if the Agent cannot match an order?

The Agent asks for an order number when several orders fit. If none match, it directs shoppers with guest orders to your support team.

Can it provide live carrier tracking?

No. The Agent reports your store's recorded order status or shipping method. It directs shoppers to support for live carrier updates.

What happens when the Agent is unsure?

It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.

Can I review its work?

Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.

What happens if I cancel?

The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.