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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
  • For Shopify: install Shopify on the workspace and Connect the store — Connect Shopify
  • Engineering (non-Shopify): an order-status Business Tool or SDK handler
  • Customer identity: Hub email (WhatsApp collects and OTP-verifies it when missing)

Steps (operator)​

  1. Create or open the workspace — Create an AI agent.
  2. Upload shipping and delivery FAQs to knowledge.
  3. For Shopify, skip a custom tool: customer WhatsApp “show my recent orders” / “where is my order” uses list_my_orders / get_my_order with Hub email + ownership. Otherwise ask engineering to register an order status tool — Order tracking solution.
  4. In Console test chat (staff), try shop-wide “list all orders” and a sandbox order id.
  5. On WhatsApp, confirm the assistant asks for email + OTP when the Person has no Hub email, then returns only that customer’s orders.
  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.